The Doctor Will Zoom You Now – The Impact of Care at a Distance on Patient Experience, Janneke van den Bent & Bill Salokar, SKIM
To understand patient experiences of a health care system where care is given at a distance and how this should impact pharma strategies by focusing on how COVID-19 affected patients’ interactions with HCPs, patients’ perception of the quality of care when care is given at a distance, and differences in experiences and perceptions between countries.
Initial patients' experiences of the transition to care at a distance prove to be positive, however, we need to be aware this might not be a lasting view as currently patients are indicating dissatisfactions with aspects of receiving more distant care. To prepare a future-proof marketing strategy, thoroughly understanding ways to overcome these challenges becomes crucial.
Setting the patient at the heart of the redefined strategies becomes a must. Patient centricity takes a new dimension in digital care/ care at a distance. With factors such as mental health or patients having a bigger say in their treatment (than before), it is essential to understand emerging needs along the treatment pathway to ensure strategies are developed to address these needs, and to ensure the shift to more distant care happens at an acceptable pace.
Empowering patients to play a relevant role in the decision-making process become more urgent, as the right treatment decision is more than ever based on a patient’s ability to communicate their physical and mental health in a challenging non-face to face context. With patients searching for more information than before COVID-19, there is an opportunity to educate the patients through online sources, thereby helping them have a bigger say in the treatment they receive.