Case Study
Fixing the Onboarding Process for a Global Pharmaceutical Company
Challenge
A global pharmaceutical company wanted to monitor the onboarding experience of new patients and immediately identify patients who reported a negative experience or felt unprepared to begin treatment.
Approach
PeopleMetrics instituted a daily ongoing survey program to help the company capture the experience of newly onboarded patients.
Survey invitations were sent via email to patients soon after their experience and were reflected in the PeopleMetrics reporting platform in real-time.
These real-time feedback responses were used to trigger alert notifications were triggered if patients reported any negative responses.
Outcome
The rolling patient feedback highlighted the importance of the case manager – patient relationship.
While patients appreciated the digital touchpoints, the relationship with individual case managers was the key determinant of patient perceptions.
New patients also indicated that they would like more communication and additional resources.
By knowing the importance of the case manager – patient relationship, the company was able to validate its decision to invest in employee retention strategies.
They were also able to make adjustment to the patient portal and app based on patients' expressed need for additional communication.
The ongoing survey format also enabled the company to adjust their onboarding process, pilot the changes, evaluate the implications, and monitor for improvement.