Dr. KAUSHIK MURALI

Abstract

Aim : We studied implementation of targeted interventions based on consumer insights from cross industry in an eye hospital.

Methods: Through qualitative interviews with industry leaders consumer insights were obtained.Stakeholder focussed discussion identified patterns relevant.Videos ,collaterals & process changes were implemented.Net Promoter Score recorded for patient confidence.Patient Health Questionnaire (PHQ)-9 administered among health workers.

Results:Key insights were “Ramayan Effect”, where patients & staff craved familiarity. A “Volvo Effect”,on safety seen .Brands perceived to be “doing good” were preferred. Constant communication through physical and digital platforms was necessary. Net Promoter Score from patients showed high levels of confidence. PHQ score was 0.94, showing no distress among doctors.

Conclusion: COVID19 resulted in a paradigm shift in expectations & behaviour. Consumer insights can help increase staff & patient confidence in uncertain times.