This opinion piece from Customer Faithful founder Rick Harris explores the potential for AI in healthcare to include supporting healthcare professionals in improving their empathic skills to recognise patient feelings and emotions. Far from threatening the role of clinician, AI can help time-pressured HCPs to rediscover their ‘human touch’.
Read MoreThe 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.
Read MoreBack 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.
Read MoreIt’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?
Read MoreAs 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.
Read MoreIndustry labels such as “beyond the pill” are not helping Big Pharma to understand what matters to the people living with healthcare issues,Instead, it is actually reinforcing a view of seeing a person as a patient.
Read MoreA recent study shows that 57% of cancer drug use showed no benefits for either survival or quality of life. But who's actually defining what 'benefit' includes?
Read MoreHere's an infographic, showing Customer Faithful's development of patient experience through the years.
Read MoreThe principle of patient-centred care may seem obvious, but in fast-paced healthcare settings, they can still be overlooked. It's time to learn to listen again.
Read MoreRecent research commissioned by the Department of Health was seeking to identify the best single ‘overarching’ question to ask patients and service users about their experiences of healthcare. But using NPS has proven to be confusing for patients. We explain how and where to get the best out of NPS.
Read MoreCustomer Faithful's Managing Director, Rick Harris will be speaking at this years' American Society on Aging (ASA) Conference, in Chicago, Ill. (23-27 March).
Read MoreThe much discussed NPS-style 'Friends & Family' question is being introduced by the NHS in April 2013. But will this survey be asked at the right time in the patient experience? And how narrowly should their experience be framed?
Read MorePerhaps the most consistent finding we see in our work with patients is the lack of 'joined-up' healthcare - the reality that the experience patients want is often very different from the "care pathway" that individual healthcare providers offer. So what can be done?
Read MoreIn a world where pharmaceutical companies traditionally focus on patient compliance with their medication regimes, how would a patient-centric model pay for itself? And how would we recognise its existence in a drug company’s behaviour?
Read MoreIn a busy deadline-driven world of operational efficiency, how do industry leaders find the time and motivation to build truly world-class organisations? Perhaps the answer lies not at the end of a rainbow but in the tail-end of a bell curve......
Read MoreThis article shows how a doctor adapted the risk management techniques of aircraft-maker Boeing to improve the patient outcomes in his operating theatre. Read on to learn how checklists can improve the consistency and quality of any product or service.
Read MoreRecent feedback analysis of NHS services in the UK found that patients prefer being treated at private hospitals for NHS treatment. Not surprised? You might be, when you read what patients said REALLY made a difference.......
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