This DHC Group POV explores how individual stakeholders within pharma companies can impact the patient experience. Included are insights derived from the 2022 DHC Summit, hosted by Genentech and the DHC Group, as well as additional consumer-level data points provided by Healthline Media that provide important context of audience behavior and attitudes. Additionally, the POV concludes with an editorial by our industry’s leading expert on customer experience, Medallia’s Richard Schwartz.
Rethink The Patient Journey – How PatientCentricity Truly Looks
This cross-organizational success story is a result of Genentech and Roche teams recognizing that a patient pain point existed around the ability to locate and navigate clinical trial availability. The teams co-created a new resource designed to solve that patient problem. More than just a digital interface tool, thanks to the involvement of the study teams, there is an impressive backend process at work as well. Vanessa Braganza, Medical Digital Strategy Senior Director, U.S. Medical Affairs, Genentech explained how that developed internally.
The early results have demonstrated the value in this patient-centered shift, with favorable feedback to date and an increasingly smooth customer experience.
showed interest in viewing more articles and videos of medical conditions created with a Spanish speaking audience in mind
want to hear personal stories from individuals within the Spanish community living with Type 2 Diabetes
value a medical recommendation in Spanish to help provide a better understanding of the condition
Source: Healthline Media Survey fielded in Spanish