SYSTEM AND METHOD OF ONGOING EVALUATION REPORTING AND ANALYSIS
A research and development system that gathers feedback from patients and healthcare providers with respect to the their experience with various aspects of a supplier's products in order to tabulate, consolidate, compare and analyze the data received rapidly and efficiently, and which can be used on successive iterations to determine future products and services.
This application claims priority to and is a continuation of U.S. Ser. No. 14/045,727, entitled “System and Method of Ongoing Evaluation reporting and Analysis,” filed on Oct. 3, 2013, which is a continuation of U.S. Ser. No. 12/561,515, entitled “System and Method of Ongoing Evaluation reporting and Analysis,” filed on Sep. 17, 2009 and issued on Nov. 5, 2013 as U.S. Pat. No. 8,577,716, the entire disclosures of which are incorporated herein by reference for any purpose.
FIELD OF THE INVENTIONThe present invention relates to product development. It applies particularly to the analysis of feedback from customers, patients and healthcare providers to product suppliers, and will be described with particular reference thereto.
BACKGROUND OF THE INVENTIONMuch of the research and development in the industry is currently done on an infrequent basis with limited customer feedback. Surveys are periodically sent out to a limited pool of customers with marginal quality feedback, relative to collection rates. This leads to lower quality products and substantial lag time in reacting to customers ever changing needs. Most companies doing traditional, episodic, and limited customer surveys take years to release new products and enhance existing products and services. This type of traditional market research and development results in: (1) limited success in discovering any gaps in the product portfolio, (2) considerable lag time in discovering product inconsistencies and quality issues, (3) prolonged development cycles, (4) poor customer satisfaction and retention, and (5) increased development cost, and therefore, increased cost to the customer.
Known solutions in the art include paper based periodic customer surveys, periodic telephone surveys, door to door/in-person surveys and periodic internet Spam surveys.
The present invention produces a quicker, more accurate, statistically superior, analytically and subjective based research product development system.
The present invention is a more efficient, statistically superior, product research and development system that efficiently and continuously collects high quality analytical and subjective customer data. Moreover, the continuous monitoring aspect of the system (enabled through a computer communication system) improves productivity, while reducing cost. The present invention is superior, faster and cheaper than other research and development systems.
Additionally, this system is suitable for dietary supplements because the Food and Drug Administration does not require dietary supplements to undergo pre-market approval for safety and efficacy. Instead, the FDA relies mostly on its adverse event reporting system to identify safety problems. However, because reporting is entirely voluntary, adverse event reporting systems typically detect only a small proportion of the events that occur. One FDA- commissioned study estimated that less than 1 percent of all adverse events associated with dietary supplements are actually reported.
BRIEF SUMMARY OF THE INVENTIONThroughout the description of the invention the terms “patient” and “healthcare provider,” “doctor,” or “physician” will be used. However, the term “patient” is defined herein to also mean other customers of supplements and healthcare services, regardless of whether a patient doctor relationship attaches. Similarly, the terms “healthcare provider,” “doctor,” or “physician” are defined herein to also mean other providers of healthcare services, regardless of whether a patient doctor relationship attaches.
Patients who have purchased items from a supplier whose information and email addresses are stored in the system and the above noted healthcare providers are extended email invitations to complete linked surveys.
Patients and healthcare providers report requested information via the system. Forms with questions and free text field to enter data collected are provided. Once the forms are completed, they are sent via the Internet and analyzed. This information is utilized to enhance current products/services and create new innovative products/services.
The present invention utilizes the Internet and gathers feedback from patients and healthcare providers with respect to the their experience with various aspects of a company's products and services in order to tabulate, consolidate, compare and analyze the data received which is used to determine future products and services.
The process starts with the healthcare providers receiving feedback from their patients relative to their experience with subject products. Healthcare providers are asked to gather a combination of analytical and subjective patient experience data. The healthcare providers enter this data into a form that may be accessed via the Internet. The healthcare providers also enter their own impressions and opinions relative to the subject products and services.
After the data has been fully analyzed, the information available from the system is used to determine characteristics of a future product pipeline, including enhancements to current products as well developing new product additions to the portfolio.
The reporting mechanism of the system results in measurements that help to understand the quality and capability of a product, including an index of qualities against a Six Sigma yardstick. Accordingly, this invention helps assure the development and changes to products and additional product lines based on verifiable data, rather than assumptions. As these changes come to market, the system's cycle of continuous patient and healthcare provider feedback and resultant improvement continues.
The system produces quantifiable patient and healthcare provider feedback that can be immediately implemented resulting in sustained quality improvement.
Furthermore, the present invention will accelerate the improvement in all aspects of the business process from product development to customer service by improving quality and reducing waste and defects.
The system gathers demographics from every patient and the associated healthcare provider that buys a product from the system.
The system creates survey questions for patients and healthcare providers that can be customized to a specific product or service.
The system may also identify potential survey takers by captured demographic information and extend surveys to only those whose demographics/experience would be most wanted with respect to a product or service.
The present system tabulates and analyzes the data with respect to demographics of its participants and survey responses for the company hosting and administering the system and can also be made available to any secondary client interested in aggregating specific survey response statistics through the defined pool of customers/patients and healthcare providers of the hosting company that will serve as surveyors.
The present system also provides a compensation mechanism for which an honorarium or other compensation can be provided to the surveyors to support product distribution and feedback compliance.
Accordingly, the present system will solve the lack of adverse reporting with respect to nutritional supplements. It will provide all the necessary information to evaluate an event including consumer, product, medical and manufacturer information as well as data needed to analyze any trends.
The present invention's reporting mechanism also results in specific measurements that help with understanding the qualities and capabilities of a product, and may index those qualities against a Six Sigma yardstick.
The present system is able to gather, tabulate, consolidate, compare and analyze the data received from multiple physicians.
Once the data is analyzed, the information will be used to determine the characteristics of future products created with the benefit of the information obtained by the system, including enhancements to current products and development of new product additions to a supplier's portfolio.
Accordingly, one objective of the present invention is to help assure that development and changes to current products and additional product lines are based on verifiable data, rather than assumptions. The method of continuous patient and healthcare provider feedback may result in constant product improvement.
Furthermore, the data-driven approach of the present invention allows for an accurate understanding of the customer's (patients and healthcare providers) transaction lifecycle. With this data, areas where significant value or improvement can be identified.
Another objective of the present invention is to provide accelerated product improvement in all aspects from price to product development to customer service by improving quality and reducing waste and defects.
Yet another objective of the present invention is a more efficient, statistically superior, product research and development system that efficiently and continuously collects high quality analytical and subjective customer data. Moreover, the continuous monitoring aspect of the system drastically reduces cycle time and improves productivity, while reducing cost.
Other objectives include the creation of a real time monitoring and development feedback loop between healthcare provider, patient and company erasing traditional product development gaps, elimination of current product issues and inconsistencies through constant monitoring, and elimination of lag from traditional new product to market research periods.
Other objectives include the provision of a quality feedback from critical healthcare provider constituency, continuous monitoring of customer and product success rates, provision of patient level data, consideration of analytical and subjective data to capture full customer experience, provision of the ability for a product supplier to personalize products quickly, reduction of overall cycle time for product development, provision of quick reaction time to product problems/issues, and provision of a broader customer base.
The present invention fulfills these objectives, as well as other needs and objectives, as will be apparent from the following description of the present invention. Still further advantages of the present invention will become apparent to those of ordinary skill in the art upon reading and understanding the following detailed description of the preferred embodiments.
The invention may take form in various components and arrangements of components, and in various steps and arrangements of steps. The drawings are only for purposes of illustrating preferred embodiments and are not to be construed as limiting the invention.
In addition, the responses provide information which can lead to improvements in the product supplied to the supplier 230, and a new survey may be taken regarding the new product. Several iterations may occur, where a survey is used for one or more features of the product, resulting in a more improved product, or one or more products with more advantageous features.
Once the demographic selection 520 has been completed, the selector then may assign surveys 530 to be sent to one or more healthcare providers, patients or both. An email invitation 540 may be generated with each survey created. The email 540 may contain a link to a website having the individually created survey. Additionally, a tracking ID may be included for each survey to confirm that the right person is responding to the right survey.
If no response is provided within a predetermined time limit, an email may be resent one or more times 550 to the healthcare provider or patient taking the survey. For example, follow up emails may be sent after 2 and 4 weeks. After another preselected time, the reminders may stop, and access to the website having the survey may be denied.
If, however, the survey is answered to a predetermined amount of completion, then additional information 560 may be obtained from the healthcare provider to aid in the analysis of the responses to the survey 570. An analysis 570 can then be made of the data obtained from the patient, and, if applicable, the healthcare provider. Once the survey work has properly been completed, the system then can credit the patient and/or the healthcare provider for any predetermined compensation or honorarium due 580 for participation.
In this example, the survey 800 is directed to the healthcare provider, and a free text field is provided for inclusion of the healthcare provider's comments relative to the patient or the patient's comments, if the patient has provided any. In this example, the product is a prenatal vitamin and supplement; however, other products may be the subject of the survey. Similarly,
As noted above, a product may be altered based upon information obtained by the surveys of this system, and new analysis may be made on surveys regarding the altered product. Trends may be revealed as to the efficacy of different alterations which may not be obtained through other systems.
In operation of the system, emails may be sent to the healthcare providers with a link to the system to make access to the system easy and convenient. At the link forms may be provided by the system with questions, and free text fields to enter data collected may be provided to the healthcare provider. Once the forms are completed by the healthcare provider they may be sent via the computer communication system and analyzed. The analysis may be used in conjunction with the forms submitted by other healthcare providers relating to the same or similar products. The information obtained is utilized to enhance current products and create new innovative products.
It will be appreciated by persons skilled in the art that the present invention is not limited to what has been particularly shown and described herein above. In addition, unless mention was made above to the contrary, it should be noted that the accompanying drawings are not to scale. A variety of modifications and variations are possible in light of the above teachings without departing from the scope and spirit of the invention.
Claims
1. A method for a product supplier to gather feedback from healthcare providers and patients, comprising:
- providing on-line surveys to the healthcare providers and patients;
- obtaining responses to the on-line surveys from the healthcare providers and patients; and providing the ability for healthcare providers and patients to qualify for an honorarium linked to the submission of one or more responses to the on-line survey.
2. The method of claim 1, further comprising the steps of providing a registration link to patients to link patients to respective healthcare providers.
3. The method of claim 2, wherein the step of providing a registration link is providing a toll free telephone number and a link on a webpage.
4. The method of claim 1, wherein the step of providing on-line surveys is customizable by the product supplier.
5. The method of claim 1, wherein the step of providing on-line surveys is only taken for patients having preselected demographics.
6. The method of claim 4, wherein text in questions in the on-line survey are fully customizable.
7. The method of claim 4, wherein questions in the on-line survey are given weighted values.
8. A computer program product comprising a computer usable medium embodying computer usable program code for gathering feedback from healthcare providers and patients, comprising:
- computer usable program code for providing on-line surveys to the healthcare providers and patients;
- computer usable program code for obtaining responses to the on-line surveys from the healthcare providers and patients; and
- computer usable program code for providing the ability for healthcare providers and patients to qualify for an honorarium to linked to the submission of one or more responses to the on-line survey.
9. The computer program product of claim 8, further comprising computer usable program code for providing a registration link to patients to link patients to respective healthcare providers.
10. The computer program product of claim 9, wherein the computer usable program code for providing on-line surveys further comprises computer usable program code for customization of the on-line survey by the product supplier.
11. The computer program product of claim 10, wherein the computer usable program code for providing on-line surveys further comprises computer usable program code whereby on-line surveys are only provided to patients having preselected demographics.
12. The computer program product of claim 10, wherein the computer usable program code for customization of the on-line survey further comprises computer usable program code for fully customizing text in questions in the on-line survey.
13. The computer program product of claim 10, wherein the computer usable program code for customization of the on-line survey further comprises computer usable program code for giving questions in the on-line survey weighted values.
14. A research and development data processing system for product suppliers comprising: a survey creation application executing in a host server;
- a survey login element for patients;
- a survey customization element for product suppliers;
- an honorarium qualification element; and
- a data store of survey responses.
15. The research and development data processing system of claim 14, further comprising a demographic preselection element.
16. The research and development data processing system of claim 14, wherein the survey customization element further comprises a full text customization element.
17. The research and development data processing system of claim 16, wherein the survey creation application further comprises a question weighting element for each survey.
18. The research and development data processing system of claim 14, further comprising a tracking element for each survey created.
19. A method of monitoring adverse events for a dietary supplement product comprising:
- selling the dietary supplement commercially;
- collecting safety data from healthcare providers and patients by:
- providing a survey to the healthcare providers and patients;
- obtaining responses to the survey from the healthcare providers and patients; and
- providing an honorarium to the healthcare providers and patients when the responses to the survey are obtained;
- evaluating data collected in the survey to determine safety trends or adverse events; and
- submitting the data to a regulatory agency.
Type: Application
Filed: May 4, 2015
Publication Date: Oct 22, 2015
Inventors: Brian A. Bernick (Boca Raton, FL), Robert G. Finizio (Boca Raton, FL), John Milligan (Ocean Ridge, FL)
Application Number: 14/702,873