SlideShare a Scribd company logo

The Patient Perspective: Trusting Pharma

accenture
accenture

The survey found that while trust in pharmaceutical companies increased moderately due to COVID-19 vaccine development, patients believe pharmaceutical companies should apply the same urgency to developing treatments for other conditions. Patients expect faster drug development and more transparency. To regain trust, pharmaceutical companies need to engage more with patients through clinical trial diversity and transparency as well as education. Patients are also influenced by other industries and expect a more holistic approach to care that addresses individual needs. Despite criticisms, many patients remain hopeful that pharmaceutical companies can earn trust again through mission-driven, patient-centric actions.

1 of 9
Download to read offline
Accenture Patient Survey Dec 2020
ThePatient
Perspective:
TrustingPharma
Copyright © 2021 Accenture. All rights reserved.
Objective
To understand patients’ views on and trust
in the pharmaceutical industry during the
COVID-19 pandemic
Method
Online consumer survey conducted from
December 18th – 24th, 2020 with U.S.
respondents (n=500) who had been
diagnosed or treated with a medical
condition in the last 3 years
Trust Definition
Respondents were primed with the
definition of trust as: “A firm belief in the
integrity, strength, truthfulness and
competency of someone or something”
Aboutthe
AccenturePharma
TrustSurvey
Audience Profile
23%
21%
17%
16%
13%
13%
11%
8%
7%
2%
Cardiovascular
Respiratory
Bones and Organs
Neurology
Rheum. / Immunology
Infections
Eye Diseases
Metabolic
Oncology
Rare Diseases
Medical Conditions Ethnicity
79%
10%
6%
5%
1%
White / Caucasian
Black / African American
Hispanic / Latino
Asian American
Native American / Indigenous
6%
12%
19%
15%
4%
16%
18%
4%
6%
18 – 23
24 – 30
31 – 39
40 – 50
51 – 54
55 – 65
66 – 73
74 – 75
75+
Age (mean=49.7 yrs)
16%
27%
60%
Yourself
Loved one
Neither
Previously Contracted COVID-19
Gender
51%
49%
Female
Male
2
KeyFindings
Despite the rapid
COVID-19 vaccine roll-
out, patients’ trust in
pharma only
increased moderately,
as this is what they
believe is their ‘job’.
Moreover, they now
also expect pharma to
apply the same sense
of urgency to
developing treatments
relevant to their
personal conditions.
To earn greater trust
(other than lowering
prices), there are a
number of ‘trust
levers’ which can be
leveraged via greater
transparency and
access to clinical trials,
more awareness
around patient service
programs, and tailored
communications at
both brand and
corporate levels.
Patients are looking at
industries outside
pharma in terms of
their everyday ‘life
experience’, and
pharma can learn
meaningful lessons in
terms of how they
develop products and
engage consumers.
Despite generally
negative perceptions
and heightened
expectations of the
pharma industry,
patients are still
willing to trust pharma
if/when they act in
alignment with their
mission to holistically
help patients.
1 2 3 4
3
Following the COVID-19
vaccine rollout, patients
believe pharma should
have a newfound sense of
urgency for finding new
treatments and/or cures
to the diseases that
impact them currently.
Pharma’s processes—
from discovery &
development through
clinical trials & regulatory
approvals—must be
transformed to increase
speed & efficiency in
order to meet patients’
new expectations.
While Americans are placing a great deal of trust in the health & life sciences industry, they trust pharmaceutical
companies less than any other healthcare player—less than half as much as even the government.
The COVID-19 epidemic hasn’t significantly increased trust in pharma—pharma’s response to COVID-19 is what
people expected from the industry. However, pharma discovering & manufacturing the COVID-19 vaccine has
significantly increased expectations that pharma should be able to more efficiently develop and deliver
treatments relevant to patients’ conditions.
31%
16%
10%
6%
6%
6%
6%
6%
5%
3%
3%
2%
Health & Life Sciences
Banking
Utilities
Insurance
Comms, Media & Tech
Consumer Goods & Services
Energy
Travel
Retail
Automotive & Industrial
Chemicals
Capital Markets
58%
15%
12%
10%
5%
Healthcare Provider
Pharmacy
Health Insurance
Government
Pharmaceutical Industry
Trust in Industry* Trust in Healthcare Players*
13%
22%
45%
11% 9%
Significantly
increased
Moderately
increased
No change Moderately
decreased
Significantly
decreased
15%
31%
37%
10% 6%
Increased
significantly
Increased
moderately
No change Decreased
moderately
Decreased
significantly
Impact of COVID-19on Trust in Pharma Impact of COVID-19on Pharma R&D Expectations
4
*rated at the top
*rated at the top
Finding#1:OnlymodesttrustboostdespiteCOVID-19response
Change the 'value'
perception of pharma
beyond the primary focus
on price by focusing on
greater transparency in
clinical trials and patient
services programs,
combined with significant
increases in awareness
across & above brand
level.
49% of patients have trust in the pharmaceutical company.
While trust in pharma is higher than recent years, data shows the main perceived barriers to trust are:
Overall Patient Trust in Pharmaceutical Industry
17%
32%
21% 18%
12%
5 - Strongly agree 4 - Somewhat agree 3 - Neither agree nor
disagree
2 - Somewhat disagree 1 - Strongly disagree
“Unfairly” high
drug prices
Lack of
transparency
Lack of
awareness
Lack of patient-
centricity
Lack of patient
perspective
5
Pharma CEO Actions Increasing Trust (% agree)*
83%
82%
78%
75%
74%
73%
71%
71%
69%
64%
63%
Lowered drug prices
Publicly shared clinical research data in clear and transparent manner
Financially supported access to treatment (e.g. transportation, childcare costs)
Provided more educational resources to patients
Supported government policies protecting patients' rights and health
Funded organizations promoting community health and well-being
Conducted research aimed to understand and reduce health disparities
Publicly shared how patients' perspectives were incorporated into product &…
Increased diversity in clinical trials (e.g. race, gender)
Improved my experience with new technology
Increased diversity among its employees and partnering healthcare professionals
*rated at the top
Finding#2:Engagingpatients(beyondthepill)requiredtorebuildtrust
Expectations for how
pharma engages with
patients are derived from
the broader environment
in which people live in
and the industries they
interact with.
In relation to this broader
context, the COVID-19
vaccine being branded by
company name for the
first time in industry
history (e.g.
“Pfizer/Moderna”
vaccine) adds a new
dimension in terms of
scrutiny and the potential
to positively impact
patients’ perception &
trust.
Patients believe the main lessons pharma should learn from each industry below are:
Retail
▌ Be customer-centric: provide
products/services that align with customers’
preferences, experiences, and values
▌ Provide fair value: lower prices (as a
competitive market rather than oligopoly)
and increase availability of products
Consumer Goods
▌ Develop relationships with consumers: tell a
relevant & meaningful story to connect with
consumers via marketing, advertising, etc.
Technology
▌ Increase information availability & access:
regularly incorporate customer feedback /
input to continuously improve
▌ Be agile & innovative: increase speed of
product development, improvement,
and evolution
Communications
▌ Tailor communications to each customer:
understand preferred content, tone, timing,
channels, and language
6
Finding#3:Patientexpectationsareshapedoutsideofhealthcare

Recommended

Better Together: 2019 Patient Services Survey
Better Together: 2019 Patient Services SurveyBetter Together: 2019 Patient Services Survey
Better Together: 2019 Patient Services Surveyaccenture
 
Life Sciences Commercial Services | Accenture
Life Sciences Commercial Services | AccentureLife Sciences Commercial Services | Accenture
Life Sciences Commercial Services | Accentureaccenture
 
The Rise of Forerunners | Accenture
The Rise of Forerunners | AccentureThe Rise of Forerunners | Accenture
The Rise of Forerunners | Accentureaccenture
 
New Science: Pharma's new growth machine
New Science: Pharma's new growth machineNew Science: Pharma's new growth machine
New Science: Pharma's new growth machineaccenture
 
Omnichannel Activation
Omnichannel ActivationOmnichannel Activation
Omnichannel ActivationIndegene
 
Research and Development Solutions | Accenture
Research and Development Solutions | AccentureResearch and Development Solutions | Accenture
Research and Development Solutions | Accentureaccenture
 
Accenture’s INTIENT Patient Platform
Accenture’s INTIENT Patient PlatformAccenture’s INTIENT Patient Platform
Accenture’s INTIENT Patient Platformaccenture
 
5 Opportunities in the Nutritional Supplements Industry
5 Opportunities in the Nutritional Supplements Industry5 Opportunities in the Nutritional Supplements Industry
5 Opportunities in the Nutritional Supplements IndustryL.E.K. Consulting
 

More Related Content

What's hot

Pivot to the Patient
Pivot to the PatientPivot to the Patient
Pivot to the Patientaccenture
 
Accenture’s INTIENT Clinical Platform
Accenture’s INTIENT Clinical PlatformAccenture’s INTIENT Clinical Platform
Accenture’s INTIENT Clinical Platformaccenture
 
Accenture Regulatory Services
Accenture Regulatory ServicesAccenture Regulatory Services
Accenture Regulatory Servicesaccenture
 
Deploying Predictive Analytics in Healthcare
Deploying Predictive Analytics in HealthcareDeploying Predictive Analytics in Healthcare
Deploying Predictive Analytics in HealthcareHealth Catalyst
 
The Reinvention Reset | Accenture
The Reinvention Reset | AccentureThe Reinvention Reset | Accenture
The Reinvention Reset | Accentureaccenture
 
Move the Needle: 2020 Patient Services Survey
Move the Needle: 2020 Patient Services SurveyMove the Needle: 2020 Patient Services Survey
Move the Needle: 2020 Patient Services Surveyaccenture
 
Emerging Trends in Healthcare Innovation
Emerging Trends in Healthcare InnovationEmerging Trends in Healthcare Innovation
Emerging Trends in Healthcare InnovationGokul Alex
 
2021 Women in the Workplace News and Media Briefing
2021 Women in the Workplace News and Media Briefing2021 Women in the Workplace News and Media Briefing
2021 Women in the Workplace News and Media BriefingMcKinsey & Company
 
Pharma Marketing: Get Started on Creating Great Customer Experiences with Jou...
Pharma Marketing: Get Started on Creating Great Customer Experiences with Jou...Pharma Marketing: Get Started on Creating Great Customer Experiences with Jou...
Pharma Marketing: Get Started on Creating Great Customer Experiences with Jou...run_frictionless
 
Biopharma's search for sustainable growth
Biopharma's search for sustainable growthBiopharma's search for sustainable growth
Biopharma's search for sustainable growthaccenture
 
Fjord Trends 2022: Communications Industry
Fjord Trends 2022: Communications IndustryFjord Trends 2022: Communications Industry
Fjord Trends 2022: Communications Industryaccenture
 
Digital Pharma: Evolution and Revolution in Marketing & Sales
Digital Pharma: Evolution and Revolution in Marketing & SalesDigital Pharma: Evolution and Revolution in Marketing & Sales
Digital Pharma: Evolution and Revolution in Marketing & SalesLen Starnes
 
Engage like Amazon: omnichannel HCPs engagement for pharma marketing
Engage like Amazon: omnichannel HCPs engagement for pharma marketingEngage like Amazon: omnichannel HCPs engagement for pharma marketing
Engage like Amazon: omnichannel HCPs engagement for pharma marketingViseven
 
World Economic Forum: The power of analytics for better and faster decisions ...
World Economic Forum: The power of analytics for better and faster decisions ...World Economic Forum: The power of analytics for better and faster decisions ...
World Economic Forum: The power of analytics for better and faster decisions ...PwC
 
Creating a Winning Recipe for a Meal Kits Program
Creating a Winning Recipe for a Meal Kits ProgramCreating a Winning Recipe for a Meal Kits Program
Creating a Winning Recipe for a Meal Kits ProgramL.E.K. Consulting
 
18th Annual Global CEO Survey - Technology industry key findings
18th Annual Global CEO Survey - Technology industry key findings18th Annual Global CEO Survey - Technology industry key findings
18th Annual Global CEO Survey - Technology industry key findingsPwC
 
Cracking the Code on Consumer Fraud | Accenture
Cracking the Code on Consumer Fraud | AccentureCracking the Code on Consumer Fraud | Accenture
Cracking the Code on Consumer Fraud | Accentureaccenture
 
It's learning. Just not as we know it.
It's learning. Just not as we know it.It's learning. Just not as we know it.
It's learning. Just not as we know it.accenture
 
INTIENT Patient
INTIENT Patient INTIENT Patient
INTIENT Patient accenture
 

What's hot (20)

Pivot to the Patient
Pivot to the PatientPivot to the Patient
Pivot to the Patient
 
Accenture’s INTIENT Clinical Platform
Accenture’s INTIENT Clinical PlatformAccenture’s INTIENT Clinical Platform
Accenture’s INTIENT Clinical Platform
 
Accenture Regulatory Services
Accenture Regulatory ServicesAccenture Regulatory Services
Accenture Regulatory Services
 
Deploying Predictive Analytics in Healthcare
Deploying Predictive Analytics in HealthcareDeploying Predictive Analytics in Healthcare
Deploying Predictive Analytics in Healthcare
 
The Reinvention Reset | Accenture
The Reinvention Reset | AccentureThe Reinvention Reset | Accenture
The Reinvention Reset | Accenture
 
Move the Needle: 2020 Patient Services Survey
Move the Needle: 2020 Patient Services SurveyMove the Needle: 2020 Patient Services Survey
Move the Needle: 2020 Patient Services Survey
 
Emerging Trends in Healthcare Innovation
Emerging Trends in Healthcare InnovationEmerging Trends in Healthcare Innovation
Emerging Trends in Healthcare Innovation
 
2021 Women in the Workplace News and Media Briefing
2021 Women in the Workplace News and Media Briefing2021 Women in the Workplace News and Media Briefing
2021 Women in the Workplace News and Media Briefing
 
Pharma Marketing: Get Started on Creating Great Customer Experiences with Jou...
Pharma Marketing: Get Started on Creating Great Customer Experiences with Jou...Pharma Marketing: Get Started on Creating Great Customer Experiences with Jou...
Pharma Marketing: Get Started on Creating Great Customer Experiences with Jou...
 
Biopharma's search for sustainable growth
Biopharma's search for sustainable growthBiopharma's search for sustainable growth
Biopharma's search for sustainable growth
 
Fjord Trends 2022: Communications Industry
Fjord Trends 2022: Communications IndustryFjord Trends 2022: Communications Industry
Fjord Trends 2022: Communications Industry
 
Digital Pharma: Evolution and Revolution in Marketing & Sales
Digital Pharma: Evolution and Revolution in Marketing & SalesDigital Pharma: Evolution and Revolution in Marketing & Sales
Digital Pharma: Evolution and Revolution in Marketing & Sales
 
Engage like Amazon: omnichannel HCPs engagement for pharma marketing
Engage like Amazon: omnichannel HCPs engagement for pharma marketingEngage like Amazon: omnichannel HCPs engagement for pharma marketing
Engage like Amazon: omnichannel HCPs engagement for pharma marketing
 
World Economic Forum: The power of analytics for better and faster decisions ...
World Economic Forum: The power of analytics for better and faster decisions ...World Economic Forum: The power of analytics for better and faster decisions ...
World Economic Forum: The power of analytics for better and faster decisions ...
 
Creating a Winning Recipe for a Meal Kits Program
Creating a Winning Recipe for a Meal Kits ProgramCreating a Winning Recipe for a Meal Kits Program
Creating a Winning Recipe for a Meal Kits Program
 
18th Annual Global CEO Survey - Technology industry key findings
18th Annual Global CEO Survey - Technology industry key findings18th Annual Global CEO Survey - Technology industry key findings
18th Annual Global CEO Survey - Technology industry key findings
 
BPM in Healthcare
BPM in HealthcareBPM in Healthcare
BPM in Healthcare
 
Cracking the Code on Consumer Fraud | Accenture
Cracking the Code on Consumer Fraud | AccentureCracking the Code on Consumer Fraud | Accenture
Cracking the Code on Consumer Fraud | Accenture
 
It's learning. Just not as we know it.
It's learning. Just not as we know it.It's learning. Just not as we know it.
It's learning. Just not as we know it.
 
INTIENT Patient
INTIENT Patient INTIENT Patient
INTIENT Patient
 

Similar to The Patient Perspective: Trusting Pharma

3º FÓRUM DA SAÚDE SUPLEMENTAR - CARMELLA BOCCHINO
3º FÓRUM DA SAÚDE SUPLEMENTAR - CARMELLA BOCCHINO3º FÓRUM DA SAÚDE SUPLEMENTAR - CARMELLA BOCCHINO
3º FÓRUM DA SAÚDE SUPLEMENTAR - CARMELLA BOCCHINOCNseg
 
Pharma Industry Trends in 2015
Pharma Industry Trends in 2015Pharma Industry Trends in 2015
Pharma Industry Trends in 2015Synygy
 
New healthreport 2012
New healthreport 2012New healthreport 2012
New healthreport 2012Quintiles
 
Data-driven Healthcare for the Pharmaceutical Industry
Data-driven Healthcare for the Pharmaceutical IndustryData-driven Healthcare for the Pharmaceutical Industry
Data-driven Healthcare for the Pharmaceutical IndustryLindaWatson19
 
Pharma challenges - Patient Centricity and Digital Capabilities
Pharma challenges - Patient Centricity and Digital CapabilitiesPharma challenges - Patient Centricity and Digital Capabilities
Pharma challenges - Patient Centricity and Digital CapabilitiesJoana Santos Silva
 
Covid 19-survey PWC
Covid 19-survey PWCCovid 19-survey PWC
Covid 19-survey PWCTrustRobin
 
smi patient recruitment programs
smi patient recruitment programssmi patient recruitment programs
smi patient recruitment programsnicoleriv
 
White Paper - Internet Marketing Strategies For The Medical Device Industry
White Paper - Internet Marketing Strategies For The Medical Device IndustryWhite Paper - Internet Marketing Strategies For The Medical Device Industry
White Paper - Internet Marketing Strategies For The Medical Device Industryjerryme5
 
Centro Healthcare Category
Centro Healthcare Category Centro Healthcare Category
Centro Healthcare Category Centro
 
Prescription Medicines Costs in Context November 2019
Prescription Medicines Costs in Context November 2019Prescription Medicines Costs in Context November 2019
Prescription Medicines Costs in Context November 2019PhRMA
 
Innovation In Pharma Reviews From Health 2.0 Conference On Legit Breakthroughs
Innovation In Pharma Reviews From Health 2.0 Conference On Legit BreakthroughsInnovation In Pharma Reviews From Health 2.0 Conference On Legit Breakthroughs
Innovation In Pharma Reviews From Health 2.0 Conference On Legit BreakthroughsHealth 2Conf
 
MANA Healthcare Marketing Report 2015_FINAL
MANA Healthcare Marketing Report 2015_FINALMANA Healthcare Marketing Report 2015_FINAL
MANA Healthcare Marketing Report 2015_FINALMANA LLC
 
Drug Discovery, Development and Commercialization
Drug Discovery, Development and CommercializationDrug Discovery, Development and Commercialization
Drug Discovery, Development and CommercializationBashant Kumar sah
 
Fda Cms Summit Panel Preso In Ventiv
Fda Cms Summit Panel Preso In VentivFda Cms Summit Panel Preso In Ventiv
Fda Cms Summit Panel Preso In VentivNathan White, CPC
 
2015 Medical Device Outlook - Deloitte
2015 Medical Device Outlook - Deloitte2015 Medical Device Outlook - Deloitte
2015 Medical Device Outlook - DeloitteMedicalaDevica
 
Digital Pharmaeng Effective Web Marketingnovember 07 1230298508923930 2
Digital Pharmaeng Effective Web Marketingnovember 07 1230298508923930 2Digital Pharmaeng Effective Web Marketingnovember 07 1230298508923930 2
Digital Pharmaeng Effective Web Marketingnovember 07 1230298508923930 2xdelpeuch
 
Prescription Medicines Costs in Context January 2020
Prescription Medicines Costs in Context January 2020Prescription Medicines Costs in Context January 2020
Prescription Medicines Costs in Context January 2020PhRMA
 
New Health Report 2012 - Media Briefing Deck
New Health Report 2012 - Media Briefing Deck New Health Report 2012 - Media Briefing Deck
New Health Report 2012 - Media Briefing Deck Quintiles
 

Similar to The Patient Perspective: Trusting Pharma (20)

3º FÓRUM DA SAÚDE SUPLEMENTAR - CARMELLA BOCCHINO
3º FÓRUM DA SAÚDE SUPLEMENTAR - CARMELLA BOCCHINO3º FÓRUM DA SAÚDE SUPLEMENTAR - CARMELLA BOCCHINO
3º FÓRUM DA SAÚDE SUPLEMENTAR - CARMELLA BOCCHINO
 
Pharma Industry Trends in 2015
Pharma Industry Trends in 2015Pharma Industry Trends in 2015
Pharma Industry Trends in 2015
 
Summary of Top Ten Health Industry Issues
Summary of Top Ten Health Industry IssuesSummary of Top Ten Health Industry Issues
Summary of Top Ten Health Industry Issues
 
New healthreport 2012
New healthreport 2012New healthreport 2012
New healthreport 2012
 
Data-driven Healthcare for the Pharmaceutical Industry
Data-driven Healthcare for the Pharmaceutical IndustryData-driven Healthcare for the Pharmaceutical Industry
Data-driven Healthcare for the Pharmaceutical Industry
 
Pharma challenges - Patient Centricity and Digital Capabilities
Pharma challenges - Patient Centricity and Digital CapabilitiesPharma challenges - Patient Centricity and Digital Capabilities
Pharma challenges - Patient Centricity and Digital Capabilities
 
Covid 19-survey PWC
Covid 19-survey PWCCovid 19-survey PWC
Covid 19-survey PWC
 
smi patient recruitment programs
smi patient recruitment programssmi patient recruitment programs
smi patient recruitment programs
 
White Paper - Internet Marketing Strategies For The Medical Device Industry
White Paper - Internet Marketing Strategies For The Medical Device IndustryWhite Paper - Internet Marketing Strategies For The Medical Device Industry
White Paper - Internet Marketing Strategies For The Medical Device Industry
 
Centro Healthcare Category
Centro Healthcare Category Centro Healthcare Category
Centro Healthcare Category
 
Prescription Medicines Costs in Context November 2019
Prescription Medicines Costs in Context November 2019Prescription Medicines Costs in Context November 2019
Prescription Medicines Costs in Context November 2019
 
Innovation In Pharma Reviews From Health 2.0 Conference On Legit Breakthroughs
Innovation In Pharma Reviews From Health 2.0 Conference On Legit BreakthroughsInnovation In Pharma Reviews From Health 2.0 Conference On Legit Breakthroughs
Innovation In Pharma Reviews From Health 2.0 Conference On Legit Breakthroughs
 
MANA Healthcare Marketing Report 2015_FINAL
MANA Healthcare Marketing Report 2015_FINALMANA Healthcare Marketing Report 2015_FINAL
MANA Healthcare Marketing Report 2015_FINAL
 
Drug Discovery, Development and Commercialization
Drug Discovery, Development and CommercializationDrug Discovery, Development and Commercialization
Drug Discovery, Development and Commercialization
 
Fda Cms Summit Panel Preso In Ventiv
Fda Cms Summit Panel Preso In VentivFda Cms Summit Panel Preso In Ventiv
Fda Cms Summit Panel Preso In Ventiv
 
2015 Medical Device Outlook - Deloitte
2015 Medical Device Outlook - Deloitte2015 Medical Device Outlook - Deloitte
2015 Medical Device Outlook - Deloitte
 
Digital Pharmaeng Effective Web Marketingnovember 07 1230298508923930 2
Digital Pharmaeng Effective Web Marketingnovember 07 1230298508923930 2Digital Pharmaeng Effective Web Marketingnovember 07 1230298508923930 2
Digital Pharmaeng Effective Web Marketingnovember 07 1230298508923930 2
 
Directed Project
Directed ProjectDirected Project
Directed Project
 
Prescription Medicines Costs in Context January 2020
Prescription Medicines Costs in Context January 2020Prescription Medicines Costs in Context January 2020
Prescription Medicines Costs in Context January 2020
 
New Health Report 2012 - Media Briefing Deck
New Health Report 2012 - Media Briefing Deck New Health Report 2012 - Media Briefing Deck
New Health Report 2012 - Media Briefing Deck
 

More from accenture

The Industrialist: Trends & Innovations - January 2024
The Industrialist: Trends & Innovations - January 2024The Industrialist: Trends & Innovations - January 2024
The Industrialist: Trends & Innovations - January 2024accenture
 
The Industrialist: Trends & Innovations - September 2023
The Industrialist: Trends & Innovations - September 2023The Industrialist: Trends & Innovations - September 2023
The Industrialist: Trends & Innovations - September 2023accenture
 
Accenture Technology Vision - How the trends apply to higher education
Accenture Technology Vision - How the trends apply to higher education Accenture Technology Vision - How the trends apply to higher education
Accenture Technology Vision - How the trends apply to higher education accenture
 
The Industrialist: Trends & Innovations - July 2023
The Industrialist: Trends & Innovations - July 2023The Industrialist: Trends & Innovations - July 2023
The Industrialist: Trends & Innovations - July 2023accenture
 
Accenture Technology Vision - How the trends apply to higher education
Accenture Technology Vision - How the trends apply to higher education Accenture Technology Vision - How the trends apply to higher education
Accenture Technology Vision - How the trends apply to higher education accenture
 
Engineering Services: con gli ingegneri per creare valore sostenibile
Engineering Services: con gli ingegneri per creare valore sostenibileEngineering Services: con gli ingegneri per creare valore sostenibile
Engineering Services: con gli ingegneri per creare valore sostenibileaccenture
 
Digital Euro: Implications for the Financial System
Digital Euro: Implications for the Financial SystemDigital Euro: Implications for the Financial System
Digital Euro: Implications for the Financial Systemaccenture
 
More deals, less money: the Black founder funding journey
More deals, less money: the Black founder funding journeyMore deals, less money: the Black founder funding journey
More deals, less money: the Black founder funding journeyaccenture
 
The Industrialist: Trends & Innovations - June 2023
The Industrialist: Trends & Innovations - June 2023The Industrialist: Trends & Innovations - June 2023
The Industrialist: Trends & Innovations - June 2023accenture
 
Reinventing Enterprise Operations
Reinventing Enterprise OperationsReinventing Enterprise Operations
Reinventing Enterprise Operationsaccenture
 
Semiconductor Gender Parity Study
Semiconductor Gender Parity StudySemiconductor Gender Parity Study
Semiconductor Gender Parity Studyaccenture
 
The Industrialist: Trends & Innovations - March 2023
The Industrialist: Trends & Innovations - March 2023The Industrialist: Trends & Innovations - March 2023
The Industrialist: Trends & Innovations - March 2023accenture
 
Nonprofit reinvention in a time of unprecedented change
 Nonprofit reinvention in a time of unprecedented change Nonprofit reinvention in a time of unprecedented change
Nonprofit reinvention in a time of unprecedented changeaccenture
 
Free to be 100% me
Free to be 100% meFree to be 100% me
Free to be 100% meaccenture
 
The Industrialist: Trends & Innovations - February 2023
The Industrialist: Trends & Innovations - February 2023The Industrialist: Trends & Innovations - February 2023
The Industrialist: Trends & Innovations - February 2023accenture
 
Mundo gamer e a oportunidade de entrada pela abordagem do movimento
Mundo gamer e a oportunidade de entrada pela abordagem do movimentoMundo gamer e a oportunidade de entrada pela abordagem do movimento
Mundo gamer e a oportunidade de entrada pela abordagem do movimentoaccenture
 
Pathways to Profitability for the Communications Industry
Pathways to Profitability for the Communications IndustryPathways to Profitability for the Communications Industry
Pathways to Profitability for the Communications Industryaccenture
 
The Industrialist: Trends & Innovations - January 2023
The Industrialist: Trends & Innovations - January 2023The Industrialist: Trends & Innovations - January 2023
The Industrialist: Trends & Innovations - January 2023accenture
 
Reimagining the Agenda | Accenture
Reimagining the Agenda | AccentureReimagining the Agenda | Accenture
Reimagining the Agenda | Accentureaccenture
 
Climate Leadership Eleventh Hour | Accenture
Climate Leadership Eleventh Hour | AccentureClimate Leadership Eleventh Hour | Accenture
Climate Leadership Eleventh Hour | Accentureaccenture
 

More from accenture (20)

The Industrialist: Trends & Innovations - January 2024
The Industrialist: Trends & Innovations - January 2024The Industrialist: Trends & Innovations - January 2024
The Industrialist: Trends & Innovations - January 2024
 
The Industrialist: Trends & Innovations - September 2023
The Industrialist: Trends & Innovations - September 2023The Industrialist: Trends & Innovations - September 2023
The Industrialist: Trends & Innovations - September 2023
 
Accenture Technology Vision - How the trends apply to higher education
Accenture Technology Vision - How the trends apply to higher education Accenture Technology Vision - How the trends apply to higher education
Accenture Technology Vision - How the trends apply to higher education
 
The Industrialist: Trends & Innovations - July 2023
The Industrialist: Trends & Innovations - July 2023The Industrialist: Trends & Innovations - July 2023
The Industrialist: Trends & Innovations - July 2023
 
Accenture Technology Vision - How the trends apply to higher education
Accenture Technology Vision - How the trends apply to higher education Accenture Technology Vision - How the trends apply to higher education
Accenture Technology Vision - How the trends apply to higher education
 
Engineering Services: con gli ingegneri per creare valore sostenibile
Engineering Services: con gli ingegneri per creare valore sostenibileEngineering Services: con gli ingegneri per creare valore sostenibile
Engineering Services: con gli ingegneri per creare valore sostenibile
 
Digital Euro: Implications for the Financial System
Digital Euro: Implications for the Financial SystemDigital Euro: Implications for the Financial System
Digital Euro: Implications for the Financial System
 
More deals, less money: the Black founder funding journey
More deals, less money: the Black founder funding journeyMore deals, less money: the Black founder funding journey
More deals, less money: the Black founder funding journey
 
The Industrialist: Trends & Innovations - June 2023
The Industrialist: Trends & Innovations - June 2023The Industrialist: Trends & Innovations - June 2023
The Industrialist: Trends & Innovations - June 2023
 
Reinventing Enterprise Operations
Reinventing Enterprise OperationsReinventing Enterprise Operations
Reinventing Enterprise Operations
 
Semiconductor Gender Parity Study
Semiconductor Gender Parity StudySemiconductor Gender Parity Study
Semiconductor Gender Parity Study
 
The Industrialist: Trends & Innovations - March 2023
The Industrialist: Trends & Innovations - March 2023The Industrialist: Trends & Innovations - March 2023
The Industrialist: Trends & Innovations - March 2023
 
Nonprofit reinvention in a time of unprecedented change
 Nonprofit reinvention in a time of unprecedented change Nonprofit reinvention in a time of unprecedented change
Nonprofit reinvention in a time of unprecedented change
 
Free to be 100% me
Free to be 100% meFree to be 100% me
Free to be 100% me
 
The Industrialist: Trends & Innovations - February 2023
The Industrialist: Trends & Innovations - February 2023The Industrialist: Trends & Innovations - February 2023
The Industrialist: Trends & Innovations - February 2023
 
Mundo gamer e a oportunidade de entrada pela abordagem do movimento
Mundo gamer e a oportunidade de entrada pela abordagem do movimentoMundo gamer e a oportunidade de entrada pela abordagem do movimento
Mundo gamer e a oportunidade de entrada pela abordagem do movimento
 
Pathways to Profitability for the Communications Industry
Pathways to Profitability for the Communications IndustryPathways to Profitability for the Communications Industry
Pathways to Profitability for the Communications Industry
 
The Industrialist: Trends & Innovations - January 2023
The Industrialist: Trends & Innovations - January 2023The Industrialist: Trends & Innovations - January 2023
The Industrialist: Trends & Innovations - January 2023
 
Reimagining the Agenda | Accenture
Reimagining the Agenda | AccentureReimagining the Agenda | Accenture
Reimagining the Agenda | Accenture
 
Climate Leadership Eleventh Hour | Accenture
Climate Leadership Eleventh Hour | AccentureClimate Leadership Eleventh Hour | Accenture
Climate Leadership Eleventh Hour | Accenture
 

Recently uploaded

GraphSummit London Feb 2024 - ABK - Neo4j Product Vision and Roadmap.pptx
GraphSummit London Feb 2024 - ABK - Neo4j Product Vision and Roadmap.pptxGraphSummit London Feb 2024 - ABK - Neo4j Product Vision and Roadmap.pptx
GraphSummit London Feb 2024 - ABK - Neo4j Product Vision and Roadmap.pptxNeo4j
 
Improving IT Investment Decisions and Business Outcomes with Integrated Enter...
Improving IT Investment Decisions and Business Outcomes with Integrated Enter...Improving IT Investment Decisions and Business Outcomes with Integrated Enter...
Improving IT Investment Decisions and Business Outcomes with Integrated Enter...Cprime
 
Learning About GenAI Engineering with AWS PartyRock [AWS User Group Basel - F...
Learning About GenAI Engineering with AWS PartyRock [AWS User Group Basel - F...Learning About GenAI Engineering with AWS PartyRock [AWS User Group Basel - F...
Learning About GenAI Engineering with AWS PartyRock [AWS User Group Basel - F...Chris Bingham
 
ChatGPT's Code Interpreter: Your secret weapon for SEO automation success - S...
ChatGPT's Code Interpreter: Your secret weapon for SEO automation success - S...ChatGPT's Code Interpreter: Your secret weapon for SEO automation success - S...
ChatGPT's Code Interpreter: Your secret weapon for SEO automation success - S...SearchNorwich
 
VM Migration from VMware to CloudStack and KVM – Suresh Anaparti, ShapeBlue
VM Migration from VMware to CloudStack and KVM – Suresh Anaparti, ShapeBlueVM Migration from VMware to CloudStack and KVM – Suresh Anaparti, ShapeBlue
VM Migration from VMware to CloudStack and KVM – Suresh Anaparti, ShapeBlueShapeBlue
 
Enterprise Architecture As Strategy - Book Review
Enterprise Architecture As Strategy - Book ReviewEnterprise Architecture As Strategy - Book Review
Enterprise Architecture As Strategy - Book ReviewAshraf Fouad
 
Leonis Insights: The State of AI (7 trends for 2023 and 7 predictions for 2024)
Leonis Insights: The State of AI (7 trends for 2023 and 7 predictions for 2024)Leonis Insights: The State of AI (7 trends for 2023 and 7 predictions for 2024)
Leonis Insights: The State of AI (7 trends for 2023 and 7 predictions for 2024)Jay Zhao
 
PrismCRM-RealEstate-SalesCRM_byCode5Company
PrismCRM-RealEstate-SalesCRM_byCode5CompanyPrismCRM-RealEstate-SalesCRM_byCode5Company
PrismCRM-RealEstate-SalesCRM_byCode5CompanyMustafa Kuğu
 
National Institute of Standards and Technology (NIST) Cybersecurity Framework...
National Institute of Standards and Technology (NIST) Cybersecurity Framework...National Institute of Standards and Technology (NIST) Cybersecurity Framework...
National Institute of Standards and Technology (NIST) Cybersecurity Framework...MichaelBenis1
 
My Journey towards Artificial Intelligence
My Journey towards Artificial IntelligenceMy Journey towards Artificial Intelligence
My Journey towards Artificial IntelligenceVijayananda Mohire
 
KUBRICK Graphs: A journey from in vogue to success-ion
KUBRICK Graphs: A journey from in vogue to success-ionKUBRICK Graphs: A journey from in vogue to success-ion
KUBRICK Graphs: A journey from in vogue to success-ionNeo4j
 
New ThousandEyes Product Features and Release Highlights: February 2024
New ThousandEyes Product Features and Release Highlights: February 2024New ThousandEyes Product Features and Release Highlights: February 2024
New ThousandEyes Product Features and Release Highlights: February 2024ThousandEyes
 
Building Bridges: Merging RPA Processes, UiPath Apps, and Data Service to bu...
Building Bridges:  Merging RPA Processes, UiPath Apps, and Data Service to bu...Building Bridges:  Merging RPA Processes, UiPath Apps, and Data Service to bu...
Building Bridges: Merging RPA Processes, UiPath Apps, and Data Service to bu...DianaGray10
 
SKY Paradigms, change and cake: the steep curve of introducing new technologies
SKY Paradigms, change and cake: the steep curve of introducing new technologiesSKY Paradigms, change and cake: the steep curve of introducing new technologies
SKY Paradigms, change and cake: the steep curve of introducing new technologiesNeo4j
 
Low Latency at Extreme Scale: Proven Practices & Pitfalls
Low Latency at Extreme Scale: Proven Practices & PitfallsLow Latency at Extreme Scale: Proven Practices & Pitfalls
Low Latency at Extreme Scale: Proven Practices & PitfallsScyllaDB
 
iOncologi_Pitch Deck_2024 slide show for hostinger
iOncologi_Pitch Deck_2024 slide show for hostingeriOncologi_Pitch Deck_2024 slide show for hostinger
iOncologi_Pitch Deck_2024 slide show for hostingerssuser9354ce
 
Centralized TLS Certificates Management Using Vault PKI + Cert-Manager
Centralized TLS Certificates Management Using Vault PKI + Cert-ManagerCentralized TLS Certificates Management Using Vault PKI + Cert-Manager
Centralized TLS Certificates Management Using Vault PKI + Cert-ManagerSaiLinnThu2
 
What’s New in CloudStack 4.19, Abhishek Kumar, Release Manager Apache CloudSt...
What’s New in CloudStack 4.19, Abhishek Kumar, Release Manager Apache CloudSt...What’s New in CloudStack 4.19, Abhishek Kumar, Release Manager Apache CloudSt...
What’s New in CloudStack 4.19, Abhishek Kumar, Release Manager Apache CloudSt...ShapeBlue
 
AI improves software testing to be more fault tolerant, focused and efficient
AI improves software testing to be more fault tolerant, focused and efficientAI improves software testing to be more fault tolerant, focused and efficient
AI improves software testing to be more fault tolerant, focused and efficientKari Kakkonen
 
AI for Educators - Integrating AI in the Classrooms
AI for Educators - Integrating AI in the ClassroomsAI for Educators - Integrating AI in the Classrooms
AI for Educators - Integrating AI in the ClassroomsPremsankar Chakkingal
 

Recently uploaded (20)

GraphSummit London Feb 2024 - ABK - Neo4j Product Vision and Roadmap.pptx
GraphSummit London Feb 2024 - ABK - Neo4j Product Vision and Roadmap.pptxGraphSummit London Feb 2024 - ABK - Neo4j Product Vision and Roadmap.pptx
GraphSummit London Feb 2024 - ABK - Neo4j Product Vision and Roadmap.pptx
 
Improving IT Investment Decisions and Business Outcomes with Integrated Enter...
Improving IT Investment Decisions and Business Outcomes with Integrated Enter...Improving IT Investment Decisions and Business Outcomes with Integrated Enter...
Improving IT Investment Decisions and Business Outcomes with Integrated Enter...
 
Learning About GenAI Engineering with AWS PartyRock [AWS User Group Basel - F...
Learning About GenAI Engineering with AWS PartyRock [AWS User Group Basel - F...Learning About GenAI Engineering with AWS PartyRock [AWS User Group Basel - F...
Learning About GenAI Engineering with AWS PartyRock [AWS User Group Basel - F...
 
ChatGPT's Code Interpreter: Your secret weapon for SEO automation success - S...
ChatGPT's Code Interpreter: Your secret weapon for SEO automation success - S...ChatGPT's Code Interpreter: Your secret weapon for SEO automation success - S...
ChatGPT's Code Interpreter: Your secret weapon for SEO automation success - S...
 
VM Migration from VMware to CloudStack and KVM – Suresh Anaparti, ShapeBlue
VM Migration from VMware to CloudStack and KVM – Suresh Anaparti, ShapeBlueVM Migration from VMware to CloudStack and KVM – Suresh Anaparti, ShapeBlue
VM Migration from VMware to CloudStack and KVM – Suresh Anaparti, ShapeBlue
 
Enterprise Architecture As Strategy - Book Review
Enterprise Architecture As Strategy - Book ReviewEnterprise Architecture As Strategy - Book Review
Enterprise Architecture As Strategy - Book Review
 
Leonis Insights: The State of AI (7 trends for 2023 and 7 predictions for 2024)
Leonis Insights: The State of AI (7 trends for 2023 and 7 predictions for 2024)Leonis Insights: The State of AI (7 trends for 2023 and 7 predictions for 2024)
Leonis Insights: The State of AI (7 trends for 2023 and 7 predictions for 2024)
 
PrismCRM-RealEstate-SalesCRM_byCode5Company
PrismCRM-RealEstate-SalesCRM_byCode5CompanyPrismCRM-RealEstate-SalesCRM_byCode5Company
PrismCRM-RealEstate-SalesCRM_byCode5Company
 
National Institute of Standards and Technology (NIST) Cybersecurity Framework...
National Institute of Standards and Technology (NIST) Cybersecurity Framework...National Institute of Standards and Technology (NIST) Cybersecurity Framework...
National Institute of Standards and Technology (NIST) Cybersecurity Framework...
 
My Journey towards Artificial Intelligence
My Journey towards Artificial IntelligenceMy Journey towards Artificial Intelligence
My Journey towards Artificial Intelligence
 
KUBRICK Graphs: A journey from in vogue to success-ion
KUBRICK Graphs: A journey from in vogue to success-ionKUBRICK Graphs: A journey from in vogue to success-ion
KUBRICK Graphs: A journey from in vogue to success-ion
 
New ThousandEyes Product Features and Release Highlights: February 2024
New ThousandEyes Product Features and Release Highlights: February 2024New ThousandEyes Product Features and Release Highlights: February 2024
New ThousandEyes Product Features and Release Highlights: February 2024
 
Building Bridges: Merging RPA Processes, UiPath Apps, and Data Service to bu...
Building Bridges:  Merging RPA Processes, UiPath Apps, and Data Service to bu...Building Bridges:  Merging RPA Processes, UiPath Apps, and Data Service to bu...
Building Bridges: Merging RPA Processes, UiPath Apps, and Data Service to bu...
 
SKY Paradigms, change and cake: the steep curve of introducing new technologies
SKY Paradigms, change and cake: the steep curve of introducing new technologiesSKY Paradigms, change and cake: the steep curve of introducing new technologies
SKY Paradigms, change and cake: the steep curve of introducing new technologies
 
Low Latency at Extreme Scale: Proven Practices & Pitfalls
Low Latency at Extreme Scale: Proven Practices & PitfallsLow Latency at Extreme Scale: Proven Practices & Pitfalls
Low Latency at Extreme Scale: Proven Practices & Pitfalls
 
iOncologi_Pitch Deck_2024 slide show for hostinger
iOncologi_Pitch Deck_2024 slide show for hostingeriOncologi_Pitch Deck_2024 slide show for hostinger
iOncologi_Pitch Deck_2024 slide show for hostinger
 
Centralized TLS Certificates Management Using Vault PKI + Cert-Manager
Centralized TLS Certificates Management Using Vault PKI + Cert-ManagerCentralized TLS Certificates Management Using Vault PKI + Cert-Manager
Centralized TLS Certificates Management Using Vault PKI + Cert-Manager
 
What’s New in CloudStack 4.19, Abhishek Kumar, Release Manager Apache CloudSt...
What’s New in CloudStack 4.19, Abhishek Kumar, Release Manager Apache CloudSt...What’s New in CloudStack 4.19, Abhishek Kumar, Release Manager Apache CloudSt...
What’s New in CloudStack 4.19, Abhishek Kumar, Release Manager Apache CloudSt...
 
AI improves software testing to be more fault tolerant, focused and efficient
AI improves software testing to be more fault tolerant, focused and efficientAI improves software testing to be more fault tolerant, focused and efficient
AI improves software testing to be more fault tolerant, focused and efficient
 
AI for Educators - Integrating AI in the Classrooms
AI for Educators - Integrating AI in the ClassroomsAI for Educators - Integrating AI in the Classrooms
AI for Educators - Integrating AI in the Classrooms
 

The Patient Perspective: Trusting Pharma

  • 1. Accenture Patient Survey Dec 2020 ThePatient Perspective: TrustingPharma Copyright © 2021 Accenture. All rights reserved.
  • 2. Objective To understand patients’ views on and trust in the pharmaceutical industry during the COVID-19 pandemic Method Online consumer survey conducted from December 18th – 24th, 2020 with U.S. respondents (n=500) who had been diagnosed or treated with a medical condition in the last 3 years Trust Definition Respondents were primed with the definition of trust as: “A firm belief in the integrity, strength, truthfulness and competency of someone or something” Aboutthe AccenturePharma TrustSurvey Audience Profile 23% 21% 17% 16% 13% 13% 11% 8% 7% 2% Cardiovascular Respiratory Bones and Organs Neurology Rheum. / Immunology Infections Eye Diseases Metabolic Oncology Rare Diseases Medical Conditions Ethnicity 79% 10% 6% 5% 1% White / Caucasian Black / African American Hispanic / Latino Asian American Native American / Indigenous 6% 12% 19% 15% 4% 16% 18% 4% 6% 18 – 23 24 – 30 31 – 39 40 – 50 51 – 54 55 – 65 66 – 73 74 – 75 75+ Age (mean=49.7 yrs) 16% 27% 60% Yourself Loved one Neither Previously Contracted COVID-19 Gender 51% 49% Female Male 2
  • 3. KeyFindings Despite the rapid COVID-19 vaccine roll- out, patients’ trust in pharma only increased moderately, as this is what they believe is their ‘job’. Moreover, they now also expect pharma to apply the same sense of urgency to developing treatments relevant to their personal conditions. To earn greater trust (other than lowering prices), there are a number of ‘trust levers’ which can be leveraged via greater transparency and access to clinical trials, more awareness around patient service programs, and tailored communications at both brand and corporate levels. Patients are looking at industries outside pharma in terms of their everyday ‘life experience’, and pharma can learn meaningful lessons in terms of how they develop products and engage consumers. Despite generally negative perceptions and heightened expectations of the pharma industry, patients are still willing to trust pharma if/when they act in alignment with their mission to holistically help patients. 1 2 3 4 3
  • 4. Following the COVID-19 vaccine rollout, patients believe pharma should have a newfound sense of urgency for finding new treatments and/or cures to the diseases that impact them currently. Pharma’s processes— from discovery & development through clinical trials & regulatory approvals—must be transformed to increase speed & efficiency in order to meet patients’ new expectations. While Americans are placing a great deal of trust in the health & life sciences industry, they trust pharmaceutical companies less than any other healthcare player—less than half as much as even the government. The COVID-19 epidemic hasn’t significantly increased trust in pharma—pharma’s response to COVID-19 is what people expected from the industry. However, pharma discovering & manufacturing the COVID-19 vaccine has significantly increased expectations that pharma should be able to more efficiently develop and deliver treatments relevant to patients’ conditions. 31% 16% 10% 6% 6% 6% 6% 6% 5% 3% 3% 2% Health & Life Sciences Banking Utilities Insurance Comms, Media & Tech Consumer Goods & Services Energy Travel Retail Automotive & Industrial Chemicals Capital Markets 58% 15% 12% 10% 5% Healthcare Provider Pharmacy Health Insurance Government Pharmaceutical Industry Trust in Industry* Trust in Healthcare Players* 13% 22% 45% 11% 9% Significantly increased Moderately increased No change Moderately decreased Significantly decreased 15% 31% 37% 10% 6% Increased significantly Increased moderately No change Decreased moderately Decreased significantly Impact of COVID-19on Trust in Pharma Impact of COVID-19on Pharma R&D Expectations 4 *rated at the top *rated at the top Finding#1:OnlymodesttrustboostdespiteCOVID-19response
  • 5. Change the 'value' perception of pharma beyond the primary focus on price by focusing on greater transparency in clinical trials and patient services programs, combined with significant increases in awareness across & above brand level. 49% of patients have trust in the pharmaceutical company. While trust in pharma is higher than recent years, data shows the main perceived barriers to trust are: Overall Patient Trust in Pharmaceutical Industry 17% 32% 21% 18% 12% 5 - Strongly agree 4 - Somewhat agree 3 - Neither agree nor disagree 2 - Somewhat disagree 1 - Strongly disagree “Unfairly” high drug prices Lack of transparency Lack of awareness Lack of patient- centricity Lack of patient perspective 5 Pharma CEO Actions Increasing Trust (% agree)* 83% 82% 78% 75% 74% 73% 71% 71% 69% 64% 63% Lowered drug prices Publicly shared clinical research data in clear and transparent manner Financially supported access to treatment (e.g. transportation, childcare costs) Provided more educational resources to patients Supported government policies protecting patients' rights and health Funded organizations promoting community health and well-being Conducted research aimed to understand and reduce health disparities Publicly shared how patients' perspectives were incorporated into product &… Increased diversity in clinical trials (e.g. race, gender) Improved my experience with new technology Increased diversity among its employees and partnering healthcare professionals *rated at the top Finding#2:Engagingpatients(beyondthepill)requiredtorebuildtrust
  • 6. Expectations for how pharma engages with patients are derived from the broader environment in which people live in and the industries they interact with. In relation to this broader context, the COVID-19 vaccine being branded by company name for the first time in industry history (e.g. “Pfizer/Moderna” vaccine) adds a new dimension in terms of scrutiny and the potential to positively impact patients’ perception & trust. Patients believe the main lessons pharma should learn from each industry below are: Retail ▌ Be customer-centric: provide products/services that align with customers’ preferences, experiences, and values ▌ Provide fair value: lower prices (as a competitive market rather than oligopoly) and increase availability of products Consumer Goods ▌ Develop relationships with consumers: tell a relevant & meaningful story to connect with consumers via marketing, advertising, etc. Technology ▌ Increase information availability & access: regularly incorporate customer feedback / input to continuously improve ▌ Be agile & innovative: increase speed of product development, improvement, and evolution Communications ▌ Tailor communications to each customer: understand preferred content, tone, timing, channels, and language 6 Finding#3:Patientexpectationsareshapedoutsideofhealthcare
  • 7. 20% 6% 16% 11% 12% 14% 5% 4% 3% 9% Would highly recommend 9 8 7 6 5 4 3 2 Would not recommend Despite negative perceptions and heightened expectations, there is a reservoir of goodwill that still resides within patients that could allow the industry to ‘earn’ greater trust from patients. Patients are willing to place great trust in pharma if they not only met the medical needs with new treatments, but also in changing the way they engage with patients more holistically. There is a sense of hope among patients for re-gaining trust in the pharmaceutical industry: when asked to describe pharma in one word just over half of patients depicted the industry positively. Furthermore, 65% of patients would recommend that a loved one work for a pharma company. Recommending a Loved One to Work for Pharma One Word to Describe Pharma 7 Finding#4:Regainingtrustispossibleifpharmatakesproperaction
  • 8. ClientImplications 8 1 Patients expect the speed & urgency of the COVID-19 vaccine deployment to be applied across all life sciences efforts Pharma’s drug development and go-to- market processes need to be accelerated with new digital and analytics capabilities to meet elevated expectations 2 Other than lowering drug prices, there are a number of ‘value levers’ that the industry can consider to regain patients’ trust Pharma must augment patient engagement efforts: R&D: increase diversity in trials and clinical trial transparency Commercial: increase awareness in patient services and educate patients in a more personalized manner 3 Non-healthcare industries are adapting to the pandemic with innovative customer experience strategies Pharma should transform its patient engagement approach to expand treatment access, address holistic patient needs, and drive awareness through values-based messaging 4 Despite negative public perception, a reservoir of goodwill remains if/when pharma acts in alignment with its mission Pharma should integrate patient perspectives into communication strategy and understand patients’ individual preferences to tailor their experience
  • 9. TeamMembers 9 Patient Experience Center of Excellence Whitney Baldwin Patient Experience COE Lead Golnar Khalilolahi Patient Experience COE Team Allison Hubert Patient Experience COE Team Accenture Research Sanskriti Thakur Global Life Science Research Lead