What We Do In Healthcare

Our primary involvement is in uncovering and interpreting the experiences and needs of patients. 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.

To achieve this, our guiding principle is to frame healthcare needs in the context of the individual lives of patients and those around them, before considering the implications for those delivering healthcare services. We cast the patient in the role of ‘expert’, and seek to learn directly from their views, stories and experiences, not just their symptoms. By bringing the ‘life experience’ of patients alongside more traditional healthcare information, Customer Faithful offers a far richer understanding of patients’ quality of life, as well as where and how it may be enhanced.

Download our summary paper of how Lifelines™ can help bridge gaps that exist between different parts of the health system and between health and social care that can make truly patient-centred services difficult to develop.

How Our Work is Used
Our patient-centred insight programmes are ideally suited for enabling healthcare organisations and pharmaceutical companies to gain a more balanced and inclusive perspective of living with health conditions, including:

  • 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

The Value Of Our Work

  • 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.
  • Our insight enhances existing clinical evidence and statistical data surrounding medical conditions by providing a ‘smaller-scale, greater-depth’ qualititative perspective that is often left undiscovered.
  • Our on-going work in therapy areas including dementia, cancer, arthritis and haemophilia is breaking new ground in demonstrating how the ‘voice of the patient’ can directly influence healthcare design to centre on the needs of those using them, rather than those delivering them.