Why Pharma Struggles To Improve Patient Experience

Customer experience is an essential element of any company’s operations, but the ability to quantify and assess that experience can often be quite challenging. Pharmaceutical companies care about creating a positive patient experience, but the pharma industry has a reputation for caring more about the bottom line than delivering tailored, excellent patient experiences. Pharma companies have a clear opportunity to improve patient experiences across therapeutic areas, according to recent ZS research. The findings suggest that ensuring patients across demographic groups have access to the same support solutions, tailoring the solutions offered to different demographic groups and segments, and incorporating efficacy information into marketing and communications materials, all may serve to enhance the experience for both new and long-term patients.

ZS defines “patient experience” as patients’ subjective perspective of their interactions with a product or company and associated support solutions. We developed the Patient Experience Index (PXi) as a tool...