Posts tagged "hcp"

In the Rx marketing process, healthcare professionals have long been viewed as the biggest kids in the room, the holders of the power. Our first need was to have them on board, understanding and agreeing with our key messages, weighing up the facts and writing scripts like mad. Get the gate open - step back and watch the newly medicated sheep trot through. Understand the HCP, connect with their emotions and functional requirements and bang, product launched, sales incoming, off we go.

In these less bullish days (fewer new products, more chronic care, empowered patients), a new challenge has knocked on our door. Driving depth of use, and not just breadth, is an urgent requirement. It’s no longer enough to get a prescription written. We need to ensure that the sufferers have some part to play - complying, understanding, loyalty, enjoyment.

But as we shift towards end user strategy, we cannot lose sight of the HCP role. We need to acknowledge that instead of guarding the gate, the professional is becoming part of the medicine experience for the end user. This new dynamic means different ways of insight delving, tactical delivery etc.

We would be daft not to review how other industries have made this transition, especially other industries with gatekeepers as part of their brand journey. There isn’t a direct equivalent for the healthcare professional in industries such as automotive/computer/banking, but a lot of our challenges have been faced by these groups. In other words, these professionals are rarely or never responsible for public safety, but they also contribute to the brand experience for that most important player - the end user.

BMW invests hugely in understanding its end user. Only then does it understand its store environment, and then its independent sales advisors. In reconciling these insights, the showroom scene becomes a piece of the brand experience set up to gain loyalty from the customer.

I was lucky enough to sit next to a biggie at First Direct at dinner recently. With this service offer, their telephonists are the main touch point for consumers, their position is of unusually high responsibility within the brand journey. The satisfaction and loyalty of First Direct customers in general suggests that other companies could do well to infuse their call centre staff with new levels of responsiveness.

These two examples, and countless others, are strongly relevant to the healthcare model. They can help us learn how to respond to this turning environment, as we stand besides an open gate and really get to know those sheep.

A few years ago, the rest of this consultation would have been relatively straightforward. I would ask some questions, run a couple of tests, recommend a treatment and the patient would feel reassured. Nowadays however, it tends to go rather differently.The patient will, more than likely, have already been on various websites looking for a diagnosis. They may also have looked into the different treatments available, even compiled a folder of information for discussion. They want and expect to be actively involved in their diagnosis and treatment plan. And if they aren’t completely satisfied with my opinion, they’ll get someone else’s. In short, “trust me, I’m a doctor” no longer holds much water.

Never before have patients been so well informed, so involved and influential in their healthcare. With a finger on the public pulse, the government is planning for personal healthcare budgets so that each patient can choose their hospital, consultant and treatment. Since I graduated 10 years ago, the face of medicine has become almost unrecognisable. It’s more like going shopping than to the doctor.

How does this make us healthcare professionals feel? I’ll be honest; a little mixed. The quality of information available to patients varies enormously and can sometimes do more to confuse than to clarify the situation. On the other hand it’s likely that a patient who feels invested and in control of their wellbeing will live a healthier lifestyle and engage with the required treatment. Isn’t that the aim?

Whatever the implications, the NHS claims to hold the needs and wishes of the patient at its core. This makes sense ethically and politically. The question is, why are healthcare communications agencies still servicing healthcare professionals before satisfying the public interest?