Our patient experience studies are used within the bioscience industry to underpin patient support programmes (PSPs), health technology assessments (HTAs), brand team guidance, reputation management or patient pathway redesign, amongst other applications.
Our primary aim is to support the healthcare industry in identifying and defining patient-defined outcomes, built from the ground up, so that patient experience is truly accepted and integrated alongside clinical outcomes.
Our bespoke methodology, Lifelines™, takes centre stage in achieving this goal. Its design thinking approach allows us to bring structure and empathy to our reporting; it provides detailed coding of the key moments in patient experience, and builds tangible themes and recommendations from the data. Our study findings pinpoint how individuals experience the world and make sense of those experiences.
Since 2010, we have used Interpretive Phenomenological Analysis (IPA) - the best-in-class academic methodology for patient lived experience - to underpin our analysis and interpretation. No other patient experience research consultancy offers this long track record of success in delivering IPA patient studies in the commercial healthcare research industry.
Our work in therapy areas including oncology, respiratory, pulmonary, cardiology and other chronic conditions continues to break new ground in demonstrating how the voice of the patient can directly influence patient-centred healthcare design.
To learn in more detail how we conduct our work, please read the sections below or contact us directly.
Voice-of-the-Patient Research
Social Listening Voice-of-the-Patient Research
Meta Analysis of Past Research
Video Ethnography
"This is how we define ‘patient centricity’ - to cast the patient in the role of ‘expert’, and seek to learn directly from their holistic views, stories and experiences, not just their symptoms."
Rick Harris, Customer Faithful
Our Philosophy of Patient Centricity
The guiding principle behind our work is to frame healthcare needs in the context of the individual lives of patients and those around them.
By bringing the ‘life experience’ of patients alongside more traditional healthcare information, Customer Faithful offers a far richer understanding of patients’ quality of life than traditional research, as well as where and how it may be enhanced.
How Our Work is Used
We believe our focus on research-quality patient experience programmes is a vital link to a better understanding of a patient’s quality of life. This leads to:
Detailed visibility of the needs of patients at given stages of therapy, and the role and impact it plays in their lives
Pinpointing where patients / families seek support when living with a condition, and how new/existing services could provide help
Demonstrating a patient-centred view of health to healthcare professionals, patient advocacy groups, key opinion leaders and beyond
Contributing thought-leadership and insight into wider stakeholder debate, such as policy development or public awareness