EU Customer Economic Perception Study of Quality of Services at Hospitals across Europe

1. EU Customer Economic Perception Study of Quality of Services at Hospitals across Europe N Size Study Type Target Group A study about quality of healthcare 30, across all regions and all specialties Target Group 1: CXO’s (CEO, CMO, CFO) Target Group 2: Supply chain managers (Hospital VP or Director of Supply Chain) Geography Target Group 3: Head of departments (administrative physicians) • Electro physiologists (Cardiac electro physiologists) • Vascular surgeons • Interventional cardiologists • Gastroenterologists • Gynaecologists • Urologists UK, France, Spain, Germany & Italy

2. What was the research goal? The development and growth of the service industry is huge. Numerous studies show that the establishment of high quality of services is directly related to profits, market share, and cost savings. During treatment, patients hope and trust that their health related problems will be appropriately addressed. However, it is estimated that in the EU Member States, between 8% to 12% of patients admitted to hospitals suffer from adverse events while receiving healthcare. In addition, the European Centre for Disease Prevention and Control (ECDC) estimates that healthcare-associated toxicities occur in 5% of hospitalized patients. This would equate to 4.1 million patients a year in the EU indicating around 37,000 estimated deaths to occur every year due to such infections. Since the safety of a patient is a serious concern, new health technologies [e.g. new pharmaceuticals or new devices] in many countries are being meticulously assessed by national or regional health authorities before decisions on investment and implementation are made at the local hospitals. Healthcare reform urges hospitals to look more critically at what they purchase; device makers must prove their products’ worth. The overall aim of this study is was to understand what information is required by the European hospital managers while making investment decisions on investing in new health technologies. However, little is known about stakeholders' perceptions and assessment of innovative devices. Herein, our client wanted us to help investigate the perceptions regarding innovative medical devices of their chief users (physicians and surgeons) as well as those of hospital pharmacists because they are responsible for the purchase and management of sterile medical devices.

3. What were the challenges? Finding hard-to-reach healthcare decision makers across different segments of the industry was a challenge.

4. How did Borderless Access solve the problem? A systematic literature review was carried out before starting this study. Quant surveys and in-depth interviews were conducted across 200+ hospitals from each geography to determine who the decision makers/influencers are across healthcare product areas.

5. Outcome Our team successfully completed this study in all markets. However, considering the tight timelines, we had to request the client to allow us more time in the field as this was a very niche target audience. Client extended the field timelines and we were able to achieve the desired results. The client went on to show confidence in our capability in execution and really appreciated the amount of dedication and commitment our team showed in flawlessly delivering the results.

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