Increasing Patient Centricity of Health Insurers

Client situation

An occupational health insurance fund operating throughout Germany approached us with the wish to improve the patient orientation of its employees. The focus was on employees in marketing, who work with external agencies to create patient media.

Our solution

We carried out a 2-day training with the employees in Berlin. First, our trainers conveyed the theoretical basics of empathic patient communication. In the workshop that followed, this knowledge was applied to analyse our client's existing patient media. Through several expert patients, who we had recruited for this workshop, the direct patient view was also integrated into the evaluation of the media.

Client benefits

The training enabled our client's staff to make better assessments of the strengths and weaknesses of their own patient media. In particular, the training also shifted the mindset of the employees sustainably towards greater patient orientation.