Our patient experience work can be used in the service of patient support programmes, brand team guidance, reputation management or medical device design, amongst other applications.
Our aim is to support the healthcare industry in making the improvement of patient experience as accepted and sought-after a goal as clinical outcomes.
Our bespoke methodology, Lifelines™, takes centre stage in our approach. Its design thinking approach allows us to bring empathy to our reporting; coding the most human moments into tangible themes and recommendations that ensure we always deliver actionable reports that combine heart with rigour.
We rarely conduct research in clinical settings. We believe in representing the true patient voice, in whatever setting they feel comfortable in. Traditionally, this has been in peoples’ homes or gardens, although Covid-19 has seen us shift to more virtual interview settings. However we meet, we learn to define success through the eyes of patients, on par with the measures of success set by clinicians, healthcare providers and the pharma industry.
Our work in therapy areas including cancer, asthma and other chronic conditions is breaking new ground in demonstrating how the voice of the patient can directly influence patient-centred healthcare design. For rare diseases, we are part of a multi-agency collective called n=1, enabling our clients to access skills and expertise built specifically for the rare disease community.
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