CMI's research experts have published articles in a number of pharmaceutical and healthcare industry publications during the first quarter. We hope you find these articles informative, and we invite you to contact our authors with your feedback.
CMI was also in the news recently for its work with Family Dollar in support of their chain-wide customer satisfaction program, which ensures that shoppers have the best possible experience. CMI worked with Family Dollar to identify the main drivers of shopper satisfaction and measure the impact of initiatives including store renovations.
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360° Approach to Compliance and Adherence
Laura Winn Johnson's article in the February issue of Quirk's Marketing Research Review describes how to effectively address compliance and adherence using a 360-degree approach to understand patients' lives. "This lens-on-life perspective is most effective and efficient when you combine ethnographic methodologies, often using in-person and online techniques and observing them over time," says Laura, qualitative manager.
The use of combined methodologies creates an observational framework that helps pharmaceutical brand teams answer critical questions such as:
- Are your customers following their doctors' orders about frequency, dosage or directions?
- Are your customers refilling their prescriptions?
- Will they refill with your brand, a competitor, or a generic?
- Are your customers aware of how your product is helping them?
- Are your resources dedicated to the right strategies and tactics?
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Patient Experience Drives Accountable Care
Laura Winn Johnson and Jean Fasching, vice president, business development, recently published two articles about patient experience and the development of Accountable Care Organizations. "Patient Experience Drives Accountable Care Movement" appeared in the March issue of MGMA Connexion, a monthly publication of the Medical Group Management Association. Jean also wrote a "Vantage Point" column on the subject for Medical Marketing and Media's March issue.
Accountable care strives to make patient experience and engagement a primary driver of the way healthcare is delivered. In fact, the success of accountable care in the U.S. depends overwhelmingly on providers' ability to understand the patient experience, manage expectations, and get the patient fully engaged with providers and in managing their health.
Jean and Laura describe how taking a 360-degree, lens-on-life view of the patient experience can improve patient satisfaction, enhance engagement and ultimately reduce costs and improve health outcomes.
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