In brief

In brief

  • Though virtualization of healthcare was on the cards, the COVID-19 pandemic has given it the much-needed impetus.
  • As a result, there is now a significant change in the way Healthcare Providers (HCPs), patients and pharmas engage with one another.
  • However, challenges persist in digital diagnosis, such as lack of empathy in virtual discussions, delayed diagnosis and patient privacy issues.
  • The mantra for pharmas in the new normal is to enhance their commercial viability by redefining their skillsets, mindsets and ways of working.


Reimagining India's pharma commercial workforce model in the never normal

The COVID-19 pandemic and the subsequent restrictions have undoubtedly caused a major upheaval in how pharma companies engage with Healthcare Providers (HCPs) and HCPs, in turn, engage with their patients. The massive acceleration towards remote visits and digital medicine during the pandemic means that the conventional engagement models are moving toward a "new normal."

The shift toward virtual healthcare
While the virtualization of healthcare was long expected, the COVID-19 pandemic has finally proven to be the tipping point. The recent HCP-Patient survey conducted by Accenture confirms the imminent transition in the HCP-patient dynamics. Here are some notable findings of the survey.

Patients embrace digital
Lockdown restrictions and the fear of getting infected has prompted patients to learn the usage of new technologies to address their healthcare issues. Even doctors are now encouraging patients to use various apps to manage their health conditions. At the same time, 62 percent of the patients surveyed felt that the extensive usage of technology had reduced their direct access to their healthcare providers, thereby affecting the quality of care.

Persisting challenges in digital diagnosis
The doctor community has embraced virtual tools to manage health outcomes for their patients. Online chat, telephone and video conferencing are the most popular options. At the same time, concerns such as lack of empathy in virtual discussions, delayed diagnosis and patient privacy issues still persist.

Doctors need "right," not more information
Post-COVID-19, there is a 54 percent increase in the volume of information sent by pharma companies through digital channels. However, despite the digital engagement, doctors feel that the pharma companies have not fully understood their changing needs and expectations for patient treatment.

Download the PDF report to read the full article or listen to the audiobook below.

The key is to harness the power of technology to deliver high-quality and hyper-personalized patient experiences and healthcare services.

Rishabh Bindlish

Managing Director and Lead – India Life Sciences and Global Generics, Accenture


Amit Misra

Senior Manager – Products, Life Sciences, Accenture in India


Tushar Bakshi

Senior Manager – Products, Life Sciences, Accenture in India

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