Join The Collaborative and Deliver a More Seamless Patient Experience
Accelerating Patient-Centricity with the Collaboratives
Do you work at a healthcare organization that is strategically focused on driving patient centricity but still relatively siloed across various parts of the patient journey? Marketing might be handling awareness and acquisition, with patient access also supporting acquisition and patient support, helping to keep them on therapy. And these are only commercial aspects of the patient experience. There are also teams focused on patient experience, informing trial design, trial conduct, and important patient advocacy efforts. This is a very common situation, but, as you know, it can create a very fragmented, inconsistent patient experience and waste money as duplicative research and design are done across the various departments.
Many companies are starting initiatives to address this, such as establishing a Chief Patient Officer, creating centralized patient experience teams, and developing enterprise patient journeys that start in the pre-clinical phase. But organizational re-design is slow, and it only solves part of the problem. While org redesign will centralize a team of people focused on all phases of patient experience, it’s still a group of individuals who each bring different perspectives on how to approach experience design, and these varied approaches can still create inconsistent experiences or, at the very least, slow initiative development.
Regardless of where your company is in creating a more cohesive approach to designing patient experience, we help you accelerate it through The Collaboratives.
The Collaboratives are a year-long cross-industry customer experience innovation program that brings company teams of 2- 7 people together to:
Receive education and training on the latest insights and frameworks on patient experience
Practically apply these tools and techniques to create a customer (patient) experience initiative concept that is tested both qualitatively and quantitatively with your target audience
Network with and learn from customer experience leaders within and outside the healthcare industry to foster partnerships and innovation
Obtain an experience strategy certification
For life sciences companies, there are 4 ways this can help you accelerate your patient centricity:
Fosters deeper cross-departmental collaboration – The Collaboratives is an opportunity to bring together leaders from the various departments touching the patient experience at a regular cadence and working towards a common purpose.
Teaches a common methodology and set of frameworks that can be applied across all patient experience work – For more siloed organizations, this will help create a unified patient experience approach across departments that can be applied to current and future projects to drive greater patient centricity and a more seamless patient experience.
Exposes teams to cutting-edge customer experience trends and how they are being implemented outside of healthcare – Patient expectations from their healthcare experience are highly informed by what they are experiencing elsewhere in their lives. With the wide variety of companies that participate in multiple collaborative tracks, you will get to meet customer experience leaders from industries that you may never have an opportunity to connect with in your busy professional life. Understanding these larger customer experience trends, learning first-hand from industry-leading companies implementing experiences to respond to them, and having the opportunity to brainstorm and collaborate will help you create experiences that better align with your patients’ needs and expectations.
Offers team a full experience strategy certification – In addition to the track-specific instruction, your team has access to the complete Stone Mantel Experience Strategy Certification course, further establishing a common framework and approach to patient-centric experiences. This is particularly helpful for teams with very diverse backgrounds in patient experience.
Participation in the Collaboratives by your key team leads across the departments delivering on patient experience will help you overcome the challenges of a siloed approach to patient-centricity faster and more tangibly than a reorg. Team leaders will have a model for working together and a common playbook to work from that they will have already applied to create a bespoke patient experience in the Collaboratives. If your organization is already headed down the reorg path, this shared playbook can help accelerate integration and focus by giving participants a common starting point – regardless of their backgrounds – that they can quickly leverage to create additional innovative patient experiences for your company.
Want to learn more? Contact Tiffany Mura, Stone Mantel’s Strategic Lead, Healthcare and the head of the Collaborative’s 2023/24 Healthcare Track.
About Stone Mantel
We are The Experience Strategy Company.
We research, guide, and deliver meaningful experiences. We develop strategies that turn your company into a customer-centered, experience-driven organization.