Creating a patient experience framework to set the foundations for change

Global pharmaceutical company

The R&D organisation needed a clear, practical way to move from intent to action on patient centricity. With increasing competition for trial participation and declining recruitment and retention, the business needed a shared vision, clear priorities, and a scalable operating model.

Working across functions in a highly regulated environment, we co-created a patient experience framework that aligned strategy, capability, governance, and delivery - ensuring patient engagement could be embedded into everyday R&D decision-making.

Outcomes

• Designed a Patient Experience Framework across five lenses: metrics, processes, enablers, roles, and capability
• Co-created a clear vision, strategic goals, and success measures for patient engagement in R&D
• Developed a prioritised roadmap and future state operating model
• Produced a Patient Experience Playbook for clinical trial teams
• Built capability through collaborative workshops delivered alongside the work