Transforming Patient Experience with a Strategic Approach

About the client

A global healthcare company dedicated to driving change in chronic disease care, with a strong focus on innovation and patient well-being. With decades of expertise, the company develops and delivers treatments that improve quality of life while advancing sustainable healthcare solutions. Through a patient-centered approach, it collaborates with stakeholders to enhance access, education, and support in managing complex health conditions.

Challenge

Overview

This project aimed to design and implement a regional Patient Experience (PX) strategy that clarified stakeholder roles and responsibilities while delivering tangible improvements in patient satisfaction. By combining structuring and execution, the approach was built around three key pillars: defining purpose and strategy, establishing culture and governance, and driving impact through quick wins and targeted projects. This holistic framework ensured both long-term transformation and immediate, measurable results.

From Strategy to Impact: Building a Patient-Centered Experience

Final report - Patient Experience Novo Nordisk LATAM.pptx.png

Understanding

Established a comprehensive baseline of patient experience, identifying key contexts, pain points, and opportunities across affiliates and regional offices.

Structuring

Built the foundational PX framework, defining roles, skills, and governance to align teams, unify concepts, and support innovative functions across patient experience.

Actioning

Established tools, metrics, and frameworks to measure PX impact, optimize resources, enhance digital experiences, and ensure an agile approach to prioritize and adapt projects toward 2025 goals.

Future

Onboarding with affiliates, Maturity Assessment Kick-off and prioritized projects planning.

Main deliverables

Patient Experience Structure Model

Model for Regional Office, that goes through aspects such as vision, strategy, governance, culture, and measurement, guiding the comprehensive development of PX initiatives across the region.

Maturity Assessment Framework and Tools

A structured framework designed to evaluate and enhance Patient Experience maturity across all affiliates and regional offices, providing clear guidelines for assessment and strategic development.

Patient Experience Dashboard prototype

Prototype of a dashboard providing a comprehensive view of Patient Experience metrics and KPIs, enabling the assessment of regional progress through an integrated and data-driven approach.

Enhancing Patient Support with Intelligent Chatbot Assistance

A WhatsApp-based chatbot was co-created with the PSP team in Mexico to enhance patient support and engagement. Beyond streamlining PSP enrollment and onboarding, the chatbot features an educational flow focused on healthy habits and guided pathways leading to additional services, such as scheduling consultations with educators or connecting with the call center.

Alongside the chatbot’s conversation flows and onboarding prototypes, a best practices and implementation guide was developed for the regional office, ensuring standardization and scalability across the region.

Building a Unified Patient-Centric Vision

A strong foundation was established to guide the next steps in structuring a cohesive, patient-centric strategic vision for the organization.

Laying the Foundation for a Patient-Centered Culture

Clear directives and defined roles were established, fostering a cohesive culture and creating the ideal conditions for executing initiatives that drive meaningful patient experience transformation.

Positioning for Leadership in Patient Experience

These achievements positioned the organization as a leader in implementing effective, data-driven improvements aligned with its long-term vision, fostering a more integrated and impactful patient experience.

Outcomes

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