Creating a patient experience framework to set the foundations for change

Global pharmaceutical company

We developed a holistic patient experience framework for a global pharmaceutical company that maps every touchpoint in the patient journey, from initial symptoms and diagnosis through treatment and long-term management.

The framework identifies pain points, opportunities for intervention, and moments that matter most to patients. It provides a structured approach for evaluating and improving patient experiences across all channels and interactions — enabling teams to design better services, prioritise improvements, and measure the impact of patient-centred initiatives.

Outcomes

• Mapped 25+ patient experience touchpoints across the full care journey
• Identified 50+ actionable opportunities to enhance patient experience
• Trained 15 cross-functional teams globally on the framework
• Created a reusable strategic tool for evaluating and prioritising patient-centred improvements
• Enabled consistent measurement of patient experience impact across programmes
• Delivered a shared language for patient experience across R&D, medical, and commercial teams