Sean McDade, PhD | Oct 19, 2020 4:17:35 PM

Level 1: Financial Security | PeopleMetrics' Patient Hierarchy of Needs

In my last blog post, I provided an overview of PeopleMetrics' Patient Hierarchy of Needs. This model includes five core patient needs and 15 questions that ...

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Patient Experience, Patient Services, Pharma
Sean McDade, PhD | Oct 8, 2020 4:36:48 PM

Are Your Patients Prepared for Treatment? A Simple 5-Step Framework for Gathering Patient Feedback

At PeopleMetrics, we talk to Pharmaceutical manufacturers often about using a well-designed patient feedback system to measure the effectiveness of the support ...

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Patient Experience, Patient Services, Pharma
Sean McDade, PhD | Sep 30, 2020 3:47:12 PM

What to Do When a Patient Has a Bad Experience with Patient Support Services

Hotels are the pioneers of measuring and constantly improving the customer experience (CX). After all, a hotel’s product is the experience! One of the core ...

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Patient Experience, Patient Services, Pharma
Sean McDade, PhD | Sep 16, 2020 4:06:33 PM

Getting Feedback on Patient Support Services – Where to Begin?

As we all know, patients are also consumers. The patient who is onboarding onto a new medication has also had consumer experiences that set their ...

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Patient Experience, Patient Services, Pharma
Sean McDade, PhD | Jun 3, 2019 3:13:23 PM

What Pharma Can Learn from CX Leaders

Managing the customer experience (CX) is now established as a business practice at most companies. It goes by many names – Customer Experience Management ...

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Patient Experience, Patient Centricity, Best Practices
Sean McDade, PhD | May 14, 2019 4:58:52 PM

WATCH NOW | 8 Lessons from 4000+ Patient Conversations: How Patient Support Programs Drive Adherence With Real-Time Listening

Patient Services are a critical aspect of the patient experience. Patients expect Pharma companies to offer services to help them access, afford and understand ...

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Patient Experience, Patient Services, Webinar