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Tuesday, June 16 • 11:30am - 12:30pm
#222 L: Patient-Centricity: How Do We Talk to and Listen to Patients?

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Component Type: Session
Level: Intermediate
CE: ACPE 1.00 Knowledge UAN: 0286-0000-20-532-L04-P; CME 1.00; IACET 1.00; RN 1.00

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 Objectives

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.


Pete G. Guillot, MBA


Enhancing Patient-Centric Channels: How Can We Talk to Patients?
Manahil Malik, PharmD

Listening to Customers: Using Human-in-the-Loop AI for Contact Center QM
Pete G. Guillot, MBA

avatar for Pete Guillot

Pete Guillot

President, Centerfirst
Pete Guillot is the president and founder of Centerfirst. Pete started Centerfirst in 2004 with the mission of helping pharma leaders make better decisions with insights derived from their contact centers. Centerfirst has worked with 11 of the top 20 bio-pharma companies and is a... Read More →

Manahil Malik

Medical Information, Associate Director, Pfizer Inc
Manahil Malik completed her PharmD from Midwestern University, Chicago College of Pharmacy in 2016 and successfully completed a Medical Information Fellowship at Shire Pharmaceuticals in Oncology and Hematology. Currently, she is an Associate Director with Pfizer Oncology Medical... Read More →

Tuesday June 16, 2020 11:30am - 12:30pm EDT
TBD Virtual Event Horsham, PA 19044
  04: MedAffairs-SciComm, Session |   05: Patient Engagement, Session