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Patient-Centricity: How Do We Talk to and Listen to Patients?
Session Chair(s)
Pete Guillot, MBA
CEO and Founder
Centerfirst, United States
As patient engagement with their own health increases, they continue to seek information from pharmaceutical companies concerning their medications. The amount and depth of information that should be provided to patients are different than the information for a healthcare provider. This workshop aims to provide an overview of the creation and provision of patient standard response documents and the writing skills necessary to craft a patient-focused document. The focus will center on the basics of writing for patients at an appropriate reading level, which is critical for the creation of useful material, and helpful resources. Participants will work in small groups to create a short summation of clinical information that is appropriate for patients and present their summaries for shared learning with the entire group. Aggregating the content of patient interactions from across the center can provide medical information leaders with direction on which patient questions should be prioritized for standard responses. The contact quality monitoring process can be an effective way to gather and synthesize information. This session will provide a case study on how one organization is using artificial intelligence (AI) tools to generate accurate insights with greater efficiency and employee satisfaction.
Learning Objective : Identify information to be communicated to patients in a patient-facing standard response document; Create a summary of clinical information using patient-friendly language; Illustrate how artificial intelligence (AI) is renovating the value of quality monitoring in the contact center; Recognize pitfalls to avoid and simple AI tools to be used to increase the value of QM; Illustrate examples of how combining human and automated monitoring can be used to unlock the value of your contact center.
Speaker(s)
Enhancing Patient-Centric Channels: How Can We Talk to Patients?
Manahil Malik, PharmD
Pfizer Inc, United States
Medical Information, Associate Director
Listening to Customers: Using Human-in-the-Loop AI for Contact Center QM
Pete Guillot, MBA
Centerfirst, United States
CEO and Founder
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