POST SUMMARY: According to McKinsey&Company “unlike successful B2C companies in other industries— which offer mobile solutions, provide personalized product recommendations, and empower customer-service agents with a 360-degree view of the customer—most healthcare providers and payors are lagging, as are pharmaceutical companies and medical-device manufacturers.” How much monger does pharma need to get the wake-up call?
POST SUMMARY: In the health care industry, physicians call consumers “patients;” health plans call them “enrollees” or “members;” and bio-pharma companies refer to them as “users” or sometimes “subjects” if they are involved in a clinical trial. However, like the new head of the Veterans Administration said, they are not patients, they are customers.
76% of patients think pharmaceutical companies have a responsibility to provide information and services that help patients manage their own health. Nearly as many respondents— 74%—indicate that the most appropriate time to initiate outreach is when they start taking a medication, although half of the respondents are open to receiving assistance after they have begun a course of treatment or are considering switching.
There’s a new boss in U.S. healthcare: the consumer according to a survey of 2,339 U.S. residents .The research paints a clear picture of a population displeased with its overall healthcare experience — and with rising expectations for transparency, value, and customer service, as well as a willingness to seek healthcare services from less traditional sources. The healthcare market as we know it is being upended, and the consumer is in the driver’s seat. Consumers, particularly younger ones, increasingly expect healthcare to work the way other digital markets work, with user-friendly interfaces, clearly defined pricing and wide spread options designed to meet their needs. Their other buying experiences have made them more savvy and skeptical, and they want to know what they’re getting before they spend.