Customer Faithful joins launch of rare diseases multi-agency offer called n=1

Five agencies, powered by the Omnicom Group, today (28 Feb 2022) launch a new offer called n=1 to support clients and organisations working specifically in the rare disease community.

This unique agency collective is spearheaded by senior leads at agencies CDM, Portland Communications, Synergy, Customer Faithful and Lumen. Together, the agencies combine decades of experience working across the rare disease landscape.

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Is NICE decision-making for rare diseases failing patients?

The NICE Highly Specialized Technologies (HST) appraisal is the gatekeeper for whether innovative treatments for ultra-rare diseases are approved in England. But does this process support patient access to new drugs as effectively and fairly as it should? Is this article, we weigh the balance of how well the NICE submission process is working for payers, providers, patients and those that care for them.

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Building Creative Confidence: How we used Design Thinking to improve....... our Design Thinking Workshops!

Back in April 2020, in the early days of the pandemic, I got together with colleague Dr. Gill Stevens to discuss what we could do together to support small businesses facing dramatic Covid-19 restrictions to their usual business operation. What we eventually created was an offering to develop creative confidence in employees and business cultures.

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Don’t let Big Data bully patients at your health conference

It’s nearly two years since I wrote this blogpost, after attending a huge healthcare conference in Barcelona. (remember those, pre-Covid?) Now these events are all online of course, and yet my biggest takeout from that echo-ey conference venue is still what I experience at digital versions in 2020/21.

Why is what I described then - the (unintended) marginalisation of patient voices - still happening?

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Cancer clinical trials – how patient centric are they?

As part of Customer Faithful’s ongoing research work in oncology patient experience, we caught up with our former intern Georgina Powell - just graduated in biomedical science from Imperial College London. Having spent time working with the National Institute for Health Research’s oncology clinical trials team, we were keen to learn from her direct experience, and commissioned her to write a series of articles.

In this first blog, she explores how well clinical trials can claim to being truly patient centric.

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Planning for the flip side: How is COVID-19 changing what your customers need?

In this blog, customer experience researcher Rick Harris makes the case for where firms need to start, when making their plans to shift out of crisis and into recovery mode.

He argues that, just as when companies started up trading, so they should re-focus on what their customers will need from them in a post-COVID world. By doing so, companies will not only ensure they are being customer-centric, but may also discover new opportunities to be even more competitive in the future.

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BUS PASSENGERS CALL FOR RETURN OF CONDUCTORS

New research has shown that the return of bus conductors could herald an increase in night bus users.

The UK wide public opinion poll, conducted by research consultancy Customer Faithful, found that almost a third of respondents said the re-introduction of “clippies” would be the single biggest factor in making them feel safer using buses at night.

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Rick Harris
Webinar: The paradox of authenticity vs. shared company values

In this 60-min webinar, recorded in October 2018, employee experience researcher Rick Harris and brand engagement specialist Carrie Bedingfield explore some of the tensions and possibilities of employees being true to themselves and to their company brand values.

This podcast is important listening for organisations involved in creating a strong, loyal culture without risking dogma or losing personal authenticity of their employees.

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Podcast: Shouldn't You Want to Delight Patients and Deliver Care?

In this 30-min podcast, recorded in the summer of 2018, patient experience researcher Rick Harris and corporate anthropologist Andi Simon discuss the principles and practicalities of seeking out the wisdom of patients and caregivers in a truly person-centric way.

This podcast is important listening for organisations involved in either the design or delivery of healthcare. If you’re interested in what patient-centricity should really be about, as defined by patients, this podcast is for you!

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Is your employee engagement survey working?

Employee surveys are more commonplace than ever. And with so much of this survey activity moving online, it's never been easier to run a survey, contribute your views, and analyse the findings. Yet despite this, a staggering 87% of employees worldwide are still not engaged at work. This blogpost provides some essential tips for making employee surveys a route to success, and not just part of the problem….

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