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Customer is King: producing products that patients want

Blue Latitude Health | 24th July 2014

Harry Crook, from HA Crook Pharmacy Limited, talks about the importance of providing a patient-centric experience. Pharma companies should be producing products that patients want, because the patient is the most important thing. If, as a company, you don’t do it right then they go somewhere else!

In the booklet 'Customer Experience: The Essential Guide for Pharma', we mention that the customer isn't as concerned about the pharmaceutical company as they are about the drugs they make. Harry Crook agrees:

Nobody cares where their blood pressure tablets are made or who by. All they care about is whether it works. Beyond that we need to make sure it’s available for them at the time they need it; where they need it; they understand what they’re doing with it; they have any added benefit from anything else the pharmaceutical industry can give us to give them.

Pharmaceutical companies provide people like Harry Crook with a tool - the drug. It’s then their responsibility to give the patient a truly patient-centric experience with that product. At Blue Latitude Health, we know what it means to look at the patient journey from the patient's perspective. Behaviour changes from pre-diagnosis, diagnosis, treatment and recovery to the management of their condition. This affects their choices, decisions, and attitudes towards a service or product; as laid out in our Patient Information Journey poster.


Read more about human-centred design and customer engagement in our second issue of Perspective magazine.

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