Pharma and the Universal Patient Language.

[Annette McKinnon]

This has been nagging at me all day.

http://bit.ly/2wU8k9Y

It was the italicized quote I had trouble getting past. That and the Universal Patient Language.

"If we want to meaningfully affect patient experience, we need to lock down our patient communications and make sure they are effective. In order to improve trust, explain the complex concepts and make sure people can really use the information, we need people internally who can build the communications that people find useful."

A key realization was that BMS would have to start working very differently. "This was not a Commercial, Medical or R&D exercise; it was a holistic one. It was very important from the business perspective as the role of the patient has changed and will continue to change dramatically. Patient-centered care sounds fantastic but it puts pressure on patients; the term ‘shared decision-making' brings an expectation that people are more actively involved with their doctors in managing their health, yet nobody is really training the patient as to how to play that role."

The project applied user-centered design techniques to understand the needs of patients, inviting groups to attend co-creation sessions to deconstruct and rebuild patient communications together. Designers were present to bring the patients' ideas to life and refine the communications while the patients were still in the room.

[Annette McKinnon]

What an article. They put the self serving reasons that affect them first (loyalty, profits, price wars, accreditation, increased satisfaction for them,

Then they look at what patients want and say this:

"Some might say that the consumers' preferences described above are irrational and unrealistic; that may be true. However, the lack of rationality does not render these preferences irrelevant." Meeting every need on this list may be difficult to achieve, but providers need to strive to please their patients. In today's environment, providing good clinical care is not enough, having a good bedside manner does count.

Haha to irrational and unrealistic!!

Annette

[Anita Lambert-Lanning]

thx for this Annette.

Bristol Meyers Squibb is providing REWARDS to patients for their trust in the BRAND via CONTESTS ... as unpalatable as this might seem it is not a new concept tho sometimes a hard pill to swallow in Canada. An additional article outlining how PATIENT SATISFACTION is the next competitive battleground for health care is a reality we all have to deal with it seems see: http://www.miramedgs.com/ealerts/673-patient-satisfaction-is-the-next-competitive-battleground

warm regards,

anita l-l