Managing Performance in Patient Centricity

In this paper, we propose a performance management approach and framework for patient centricity and, more specifically, patient value creation for pharmaceutical companies.

We recommend that companies come together to agree an aligned approach in assessing patient value as far as possible to apply both externally and internally oriented KPIs factoring in the following key elements:

1) External Impact

- Patient outcomes from use of the company's product and services.

- Improvements in the healthcare system and/or process influenced or driven by a company's initiatives.

- Patient and carer feedback on their experience of using company products, services and information.

2) Internal Strategy and Execution

- Assessment of how well patient centricity is understood as a strategic concept and whether genuine patient needs are being addressed by company investments.

- Assessment of how well the patient voice is incorporated into product and service development processes.

- Assessment of staff and company core capabilities to deliver patient value.

We present a set of draft KPIs within the white paper, and offer a vision for the path forward to industry-wide alignment on the measurement of pharmaceutical company patient impact and value.

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