Latest News



January 25, 2016 1

Yes, that is the name of a new documentary that hit theaters Friday, January 22. It is by a documentary film maker Chris Bell. While I doubt it has a wide release, the media will enjoy reviewing it and telling us it is a must see. The only preview I could get was a two minute trailer on You Tube. It may be an entertaining film and I did see Mr. Bell’s first film on steroids which was very good.

In that two minute trailer, the direction of Prescription Thugs was clear and unsurprising. The drug industry makes tons of money preying on naïve consumers. The pharmaceutical industry does not care about preventing or curing disease but likes to manage our diseases with expensive pills. We have become a society addicted to painkillers, anti-depressants, ADD drugs sold to us by big Pharma using advertising and high pressure sales tactics. Sounds like a familiar theme already done by Michael Moore and others.

Bob Ehrlich
“It is getting tiring hearing how evil we are…”
-Bob Ehrlich

Maybe all of us should find work in an industry that is more loved. It is getting tiring hearing how evil we are peddling expensive and unnecessary treatments. The media hates us but loves our ad dollars. The left wing politicians cannot wait to punish us for the crime of providing lower cholesterol, lower blood pressure, normalized blood sugar, cures for hepatitis, management of HIV, etc. Somehow drug makers deserve to get their due for years of screwing the public. Bernie or Hilary will make us pay for the years of thuggery. Iranian missiles, North Korean nukes, and ISIS seem to be less of a threat than drug ads and high prices.

Calling us thugs and enemies is sure to solve the cancer cure mission that President Obama just highlighted in the state of the union. I am sure in some Hollywood fantasy Matt Damon will play a government scientist who finds the cure for cancer. In the real world, Hilary and Bernie will have to count on their enemies in the profit making drug world to develop cures.

Documentaries like Prescription Thugs will be seen by few regular Americans, but cited by many industry critics for its revelations. Given the political focus on drug prices, DTC, and rising insurance premiums, we are sure to get a black eye from the negative publicity. I can see the film maker appearing before Congress, along with the usual drug industry haters to testify how the profit hungry corporations must be subjected to price controls and shorter patents.

If you are getting tired of getting hammered by the politicians, the AMA, the mainstream press, consumer activists, insurers, and your friends and relatives; then maybe we can all do something better for society. After all curing disease may be over rated. Maybe we should just let someone else do it, and hope it plays out like a Hollywood screenwriters’ fantasy.

Bob Ehrlich


January 15, 2016 0

Welcome back to Pradaxa, a drug to prevent stroke, with a new ad campaign. The new television ad is quite unique. It is entirely a simulation of what happens in a blood clot caused by atrial fibrillation. What is really interesting is the use of swimming fish to represent blood cells.

The competition Eliquis and Xarelto have been big DTC spenders since launch. Pradaxa appears to have stopped a heavy DTC television effort in 2014. It seems they decided to return with a heavy television media buy and completely new creative this month. The three heavy spending brands now have very different creative approaches. Eliquis has the very common theme of a patient telling a story of why they chose Eliquis. Xarelto has gone celebrity with golf legend Arnold Palmer actor Kevin Nealon, race car driver Brian Vickers, and basketball star Chris Bosh. All three ads can be seen on Ispot.tv.

Bob Ehrlich
“Pradaxa developed a unique look…”
-Bob Ehrlich

Pradaxa decided to leave its past approaches of doctor testimonial and father and daughter conversation. Instead it changed to a very engaging, but simple visual of the red fish (blood cells) swimming through the circulatory vessels and showing how they can clump together to form a clot that can travel to the brain. I have to say I paid attention to this ad. Somehow the little fish were hypnotic and I could not stop watching.

I am sure the marketing team tested the ad and got very good recall of the visual and the message of how Pradaxa helps prevent the clot. What I like is that Pradaxa developed a unique look that gives it a competitive difference. All three commercials work and I cannot comment on which is actually best at generating sales increases. What I can say is Pradaxa needed something different and could not re-enter using standard vignettes or doctor testimonials. Using a memorable device allows potential customers to discuss the Pradaxa ad with doctors using either the brand name or saying the ad with the fish. I assume the Pradaxa detail force let doctors know about the new campaign in advance or as it aired.

The stroke category spends over $200 million a year and the re-entry of Pradaxa will add to that level. Whether this new ad is just a test by Pradaxa or a major full year campaign remains to be seen. If they are to get competitive share of voice they will need to spend at least $50 million as both Eliquis and Xarelto are saturating the airwaves with $75-100 million each. Usually an ad campaign needs at least three months to measure effectiveness and that means I expect to see Pradaxa ads at least through the spring.

Bob Ehrlich


January 11, 2016 0

Twenty years of DTC advertising has not seemed to be enough time to gain acceptance by physicians, consumer advocates, and politicians. In fact the anti-DTC sentiment seems to be reaching a frenzy this election cycle. I have discussed before why this is happening. In brief, it is because of the false assumptions that DTC raises drug prices, creates demand for over treatment, sets false expectations of efficacy, wastes physician time discussing drug requests, and discourages non drug alternatives.

The drug industry has largely failed to change attitudes among consumers about its image. Surveys show a lot of anti-drug company sentiment and a feeling that there is a problem in drug advertising. Despite the anti-drug company sentiment, consumers seem to rely on drug advertising for their awareness of new treatments. There is no doubt for most brands DTC is a successful investment.

Bob Ehrlich
“DTC marketers should be proud of what they do.”
-Bob Ehrlich

The reason drug companies have PR problems is because of the fundamental issue that Americans do pay more for branded drugs than Canadians and Europeans. American prices fund drug company research budgets. It is hard to explain to Americans that they subsidize drug development for other developed countries. It is difficult to get politicians to stop bashing drug companies even though most are smart enough to recognize what would happen if the United States imposed price controls. Research would decline and government would not pick up the slack. Politicians on the left take the easy route and use prices as a campaign issue.

This PR nightmare is here to stay and drug companies are battling DTC critics as best they can. Mostly they are using tremendous lobbying clout to prevent price controls, tax penalties for DTC, and punitive patent policy.The media and advertising agency trade groups are also fighting any DTC restrictions through intense lobbying.

My recommendation for DTC marketers is to unapologetically market your products through advertising. I am convinced that DTC works because consumers learn important news through DTC and in many cases follow up with their doctors. Consumers may say they have issues with drug ads, but they act on them anyway. DTC is just the start of a consumer initiated process, and there are many opportunities to learn of alternatives to advertised drugs.

The best thing drug companies can do to blunt criticism is to make truly added value solutions that cure or control disease. Ask a Hep C sufferer if Harvoni is a miracle drug. Ask the people with HIV who now live a relatively normal life if drug companies changed their lives. Those drugs would not likely be here without the strong profit motive. DTC is not perfect and does lead to some issues for payers and doctors. On balance, DTC is a net positive and although Hilary and Bernie will disagree, DTC marketers should be proud of what they do.

I expect 2016 to be a strong year for DTC spending and could top $5 billion again. There are numerous media opportunities to improve DTC effectiveness and efficiency across mass and targeted media. These opportunities are in creating better ads and in optimizing media selection. Technology has created opportunities to do deep dives in how consumers digest DTC ads. All DTC advertisers have opportunities to get better ROI if they use the many tools suppliers have developed.

While we have gotten good at creating the basic DTC ad, can we say they are the best we can do? DTC is 20 years old but health care is changing so fast that the learning curve on what motivates consumers is still at its infancy. That makes being a consumer marketer of health products an exciting place to be despite the criticisms.

Bob Ehrlich


January 6, 2016 0

Judging by the first three quarters spending numbers from Nielsen, DTC should continue to grow in 2015 and 2016 versus the strong 2014 showing. Last year was the strongest spending in five years. DTC will probably grow more modestly in 2015 off a much higher base of $4.5 billion in 2014. DTC grew to $3.8 in 2013 from a disastrous $3.5 in 2012.

DTC spending could return to above the $5 billion level in 2016. The golden years were 2006 and 2007 with spending of $5.4 and $5.3 respectively. The financial crisis of 2008 and numerous patent expirations started a steep decline from 2009 through 2012. In fact, in 2012, some critics were predicting that DTC was in a long term decline as a promotional tactic.

Bob Ehrlich
“DTC should continue to grow…”
-Bob Ehrlich

What is interesting is to see television remain the dominant medium despite media gurus predicting its demise each year. I recognize the drug industry has an older demographic and that other industries are using television less than in the past. For drugs, however, television continues to take over 60% of the ad budget. There is no reason to think this proportion will change significantly in the next few years.

We know other targeted media are doing well based on other sources. Point of Care is exploding and estimated to be about $500 million, but is not measured by Nielsen. Internet is growing as well but is still a small slice of the pie at about 2% of spending. The world of DTC as media has not changed much over the last decade. Media gurus love to talk about the end of television, but drug marketers are still convinced it is where they should allocate 60-70% of their budget.

In fact we are now seeing television used for drugs that never would have considered it a few years ago. Highly targeted disease states are now using television. Cancer, Hepatitis, and Insomnia for the blind, are just a few now using television. High cost drugs like Opdivo for lung cancer recognize that the payback is there using a broad awareness medium.

With rising DTC spending comes renewed criticism that DTC is causing high consumer prices and over use. Critics were happiest when they though DTC would die a slow death. Now that it is growing again, the spending data will be used as political ammunition. The DTC Industry needs to keep close watch on the calls for a ban, or severe restrictions. The spending numbers show drug makers know using DTC has become critical to create a blockbuster drug. It is nice to see DTC recognized by drug marketers as a must do component of a large drug launch. While DTC may not be appropriate for all branded drugs, it certainly is right for most.

Those of us involved in DTC need a thick skin to deal with constant criticism from politicians, consumerists, physicians, news media, and insurance payers. At least the rising spending makes it easier to take and that uptrend should continue.

Bob Ehrlich


January 5, 2016 0

Who is Stuart Elliott and why should we care what he thinks? Let me back up a bit. Stuart Elliott was the advertising reporter for the New York Times for over 20 years. He left in 2014 to write for Media Village.com. In a column written on 12/9 Mr. Elliott said he no longer supports DTC. The piece is titled “ Madison Avenue Has Overdosed on Prescription Drug Ads.

Mr. Elliott says he was a long time supporter of DTC ads. He now thinks they should be reconsidered. He cites the American Medical Association( AMA) call for a ban as a major reason. He also uses the criticism on high drug prices as a reason to end advertising. He thinks ending DTC may help the image of drug companies.

Bob Ehrlich
“The facts are against…Mr. Elliott’s anti-DTC argument.”
-Bob Ehrlich

Whenever a long time DTC supporter changes positions it is significant and concerning. As a veteran advertising reporter Mr. Elliott certainly has the experience to weigh in credibly on DTC. I must, however, take issue with his column. Clearly I have my biases toward DTC, as the CEO of a company doing DTC conferences. That bias being revealed I think the facts support the drug industry in not reconsidering use of DTC.

All advertising for profit making companies is designed to increase sales. The fact that DTC does increase sales is apparently the reason critics want it banned. AMA does not like that patients ask for branded drugs potentially increasing use of higher cost drugs over cheaper alternatives. While DTC may lead to patient initiated discussion, I am not apologetic to doctors that patients want to be involved in drug selection. DTC advertising creates inquiries and discussion but doctors have the ultimate power what is prescribed.

Second, there is no basis to think ending DTC will improve the drug industry image. That position seems to based on the faulty assumption that advertising raises prices and takes money away from R&D. The reported $5 billion in DTC spending is really about 3.5 billion in actual spending because drug companies pay less than the reported estimates. That 3.5 billion is just a bit over 1% of drug revenue, not much of a price decrease if it was all used to provide price support . To think cutting all DTC would reduce consumer prices is just not true. If that DTC spending was banned sales would drop by about 10 billion, if we assume a 2 to 1 ROI on current DTC spending. Why would drug companies cut prices if they are losing revenue?

Consumer advocates and politicians complained about drug company pricing prior to DTC. They complained about patent life being too long before DTC. They complained about inadequate clinical studies before DTC. They complained about drug sales forces before DTC. Drug companies have been characterized negatively for decades, long before DTC. Unless drug companies charge generic prices for their branded drugs and never cause a drug related death, there will be critics.

Mr. Elliott says an outright ban might be phased in and maybe we should consider a two year moratorium on DTC ads for new products. Most companies already wait at least a year before they run ads. I am sure considering an extra year is a subject for reasonable discussion between industry and regulators.

What is interesting in this flip flop position is the failure to mention free speech. Mr. Elliott does not discuss why he feels a lawful product should be denied commercial free speech. His rationale that DTC creates image problems and that the AMA is against it, does not address free speech protection. I ask him where he draws the line? Does he think other industries with image problems should stop advertising? There are many advertised products such as cigarettes, alcohol, video games, birth control, and fast food that have numerous critics.

So, Mr. Elliott, while I understand the AMA reasons for being against DTC, I would hope you would investigate whether ending it would actually lower prices or raise the drug industry image. I think the facts are against either of Mr. Elliott’s anti-DTC argument.

Bob Ehrlich


December 4, 2015 0

The recent announcement by the American Medical Association(AMA) calling for a ban on DTC ads has created a media avalanche of coverage. Google “AMA DTC ban” and you get numerous articles covering the issue. Many are from newspapers with letters/op-eds supporting the ban of DTC. The prestigious New York Timesran an editorial on November 27 titled Turn the Volume Down on Drug Ads. The editorial does not call for an outright ban, recognizing free speech issues might be a barrier. It does say perhaps the public should fund alternate information on effectiveness to offer consumers alternatives to branded drugs. They also float the idea of banning DTC for the first two years of a drug. They end the editorial saying consumers need to be skeptical what they read and hear from drug companies.

Bob Ehrlich
“We….need to take these threats very seriously.”
-Bob Ehrlich

The AMA call for a ban coincided with a recently released Kaiser Foundation study saying consumers wanted more DTC restrictions with 89% calling for prior FDA review. This study also received a lot of general media coverage.

Having reviewed the reaction to the AMA call for a ban, I am more nervous about new restrictions on DTC. A full ban is likely unconstitutional on first amendment grounds. The courts do not favor restrictions on commercial speech. That does not mean DTC cannot be further regulated. The FDA has broad authority to oversee promotion of drugs. Could they make advertising more burdensome for drug companies? If the FDA believes DTC is no longer in the public interest they could add more onerous fair balance or risk requirements. They could make it hard to run a DTC ad in 60 seconds forcing longer more expensive ad lengths.

The advertising lobby is of course responding to the threat. Numerous trade organizations take this latest anti-DTC wave seriously. No media company wants to have to replace drug ads which have become a major revenue source. The advertising lobby is telling Congress how many jobs would be lost if drug companies stopped consumer advertising. The New York Timeseditorial board may support restricting DTC but the publisher has to like the ad revenue.

We, as DTC professionals, need to take these threats very seriously. Remember, you as an individual have lots of influence with your member of Congress. I would be reminding them of the benefits of advertising to the consumer. Banning information is impractical in our world of easy access to the Internet. Consumers want to know what drugs are available and DTC helps educate them. Consumers do not need protection from FDA vetted information on DTC ads.

The New York Timesshould have more faith in consumers. Americans are skeptical of drug ads and use them as only one source of drug information. Product information from drug companies, their competitors, insurers, medical writers, consumer watchdogs, bloggers, patients and government researchers is available for both consumers and doctors to evaluate before a drug is prescribed.

As a society, the best protection for consumers is easy access to diverse sources of product information. Banning that information may make the AMA happy, but what else will they want banned next? Would they prefer no ads for alcohol, tobacco, fast food, sugared beverages, processed foods, chips, and other products potentially harmful to our health? Slippery slopes can be dangerous and the advertising industry is aware of the risks of a DTC ban.

Bob Ehrlich


November 23, 2015 0
Bob Ehrlich
“The AMA wants to control the flow of drug information…” -Bob Ehrlich

The AMA announced through a statement on 11/17 that they just voted to support a ban on DTC advertising. They cited the causes as over-prescribing of more expensive treatments and rising prescription prices. The AMA is being hypocritical since doctors advertise directly to consumers. Insurance companies advertise health coverage to consumers. Labs and test centers advertise. Hospitals advertise. Dentists advertise.

AMA is not calling to ban ads for any of these health care services, just drugs. AMA is essentially saying consumers do not need the information provided in DTC ads because the doctor knows best. Consumers should remain uninformed of new drug options because they may ask for them and force compliant doctors to prescribe something they prefer not to. It seems they think their members have no ability to say no to an inappropriate consumer request.

The AMA wants to control the flow of drug information because it has this outdated notion that consumers are better off knowing less. DTC is advertised information, clearly done to spur drug demand. It is but one source of information for consumers. The savvy consumer knows it is advertising and is skeptical of the claims made. They are information hungry and may use DTC as a starting point to search out reviews of the advertised drug as well as alternatives.

The days of the all knowing doctor who only has patient best interest in mind are over. Doctors are human, sometimes not up to date on drugs, and they are busy. Sometimes they take the easy route and prescribe what they are used to writing. DTC forces doctors to be aware of what is advertised. If they have to answer patient inquiries on DTC advertised drugs then so be it and welcome to the information age.

Today we have competing financial interests in the health care industry. Payers want to pay less for drugs, consumers want the best medications, and doctors get caught in the squeeze between insurers and patients. Government is also involved in trying to reduce cost and would also prefer to keep patients out of the drug selection discussion.

AMA can call for whatever action they like but advertising is free speech. After almost 20 years of seeing DTC broadcast ads, you think they would have by now learned to deal with patients asking about drug brands. DTC will not be banned and AMA would help consumers more by doing studies on how doctor and patient can more effectively select and properly take drugs. Calling for a ban is easy to do but not very helpful for consumers. Hilary and Bernie will applaud, and use the AMA call for a ban as support for their anti-drug company rhetoric.

While DTC will not realistically face an outright ban, drug companies, advertising agencies, and media sellers need to be aware that there is a lot that can happen short of a ban. FDA can make advertising execution more onerous through more stringent risk and fair balance requirements, and Congress can use tax policy to restrict advertising deductibility. Everyone in the DTC space should be politically active, contact their Congressmen to oppose DTC restrictions, and understand Hilary is dead serious in her dislike for drug companies. There is very little political downside bashing drug companies so expect them to be a featured villain in the 2016 election soap opera.

Bob Ehrlich


November 23, 2015 1

By Gregg Fisher & Anthony Alvarez of The Stem

“We must deepen a case history to a narrative or tale;
only then do we have a ‘who’ as well as a ‘what,’
a real person, a patient, in relation to disease.”
— Oliver Sacks in “The Man Who Mistook His Wife for a Hat”

Dr. Oliver Sacks was a great proponent of taking a humanistic and holistic approach to understanding patients and their afflictions. While he was specifically addressing neurology and the practice of medicine generally, Life Sciences companies can learn much from his emphasis on patient-centric inquiry – viewing patients from within the context of their personal lived experiences, delving into patient stories to understand how they got to be where they are and how they plan to move forward into the future.

Such understanding requires an intimate picture of the “patient journey,” and must encompass the physical, emotional and social course people take through “time” and “place”, including a patient's experience at different touch-points in the healthcare system. Only this robust level understanding will shed light on “why” patients behave as they do, “where” they need the greatest help, and “how” to offer that help in ways that will connect and overcome the barriers that exist.

While patient-centricity is at the top of the agenda of most Life Science organizations, there is an urgent need for commercial teams to evolve their market research practices to cultivate a richer understanding of patients. But how do we cultivate this depth of insight?

Deepening patient understanding

Fisher-Alvarez-Nov2015-artworkThere is room for a variety of insight techniques to understand the patient journey. But one of the most powerful, yet under-used, is ethnography. Contrary to the way some people think about it, ethnography is not just interviewing patients at home (or doctors in their offices). Ethnography is a way of observing people and understanding them using a holistic perspective.

Ethnography helps us study how people experience their lives. Unlike traditional market researchers, who ask specific, highly practical questions, ethnographic researchers visit people in their homes or offices to observe and listen in a non-directed way. The goal is to see people’s behavior in highly personal and perhaps idiosyncratic terms. The act of observing helps us discover the complex, subtle, often unconscious ways that people make decisions, even when they cannot tell you themselves.

Unlike most consumer brands, pharmaceuticals have historically been insulated from the need to have a rich, immersive dialogue with their “consumers”– i.e., a patient in the care of a prescribing doctor, or a caregiver. Instead, pharmaceutical brands, and even much of the healthcare system, have treated the patient as more or less an object, labeled as “noncompliant” when not behaving in ways that others see as best for them.

A vital step in using ethnography is to rethink the business problem as a question about the patient, with the patient at the center. This requires us to stop looking at the market, the product, and the consumer from the company’s perspective and examine the patient’s perspective instead. For example, brands need to explore how patients feel living with their disease day to day, how it affects their self-image, their social lives, and their experiences of the health system. An ethnographic approach sees the choices people make as grounded in a coherent cultural context, not as rational or illogical.

Once you know more about how a patient experiences the world, you can start to diagnose the factors that undermine their relationship with your brand. For example, how does using your product affect them physically, emotionally and socially? How do they experience their relationship with prescribers and other healthcare providers? What barriers exist? What support services work for them or do not work for them? How do they like to engage? How do they interpret information that is being presented to them? How does your brand resonate with their goals, dreams and aspirations?

Ethnography in action

Here are two real-life examples of ethnography in action, one informing a go/no-go launch decision for a brand and a second driving a significant change in patient messaging and support initiatives.

  1. Patients Experience Empathy. One of our clients was concerned about the commercial viability of their new osteoporosis medication that was about to hit the market. Taking the drug by infusion meant that patients would have to think about treatment only once a year. But marketers worried that the target audience would balk at the idea of spending any time at all in an infusion center. After all, this would mean rubbing shoulders with patients with serious diseases like rheumatoid arthritis and cancer. But spending time with these women to understand their life stories revealed that many had themselves experienced bouts of hardship and illness. When we accompanied them to hospitals and clinics to test the waters at the infusion center, rather than being repelled by what they saw, they empathized and even identified with the other patients. They felt lucky to have such a mild condition that required so little of them, and saw their ability to overcome their own squeamishness as evidence of personal strength and resilience. They viewed the experience within the context of a life narrative that included the ability to survive difficulty. Therefore, we advised the company to alter their approach to the brand. We urged them to portray infusion therapy as a confident choice, in line with a sense of resilience rather than a desire for convenience. The executives in the company were convinced of the evidence and brought the drug to market.
  2. Quality vs. Quantity of Life. The maker of an orphan drug for a childhood genetic disease wanted to understand why some patients were quitting their treatment, despite gaining years of longevity and quality of life over previous generations. We got connected with some of these “lapsed” patients, as well as those who were generally adherent. We observed the dynamic between patients and caregivers as they explained the stringent disease management regimen that dominated and disrupted their lives. We saw their thoughts and feelings unfold though diaries and photo essays. What emerged was a view into a crisis of dramatic proportions. Like many teens and young adults, these patients longed to feel normal and unconstricted by the fears and expectations of the authority figures in their lives. But their crisis was compounded by a profound alienation that had always isolated them from their peers and from society at large. When they quit treatment, they quit alltheir treatment and left behind an identity as diseased, defective and limited. Deep in denial, they could experience, even if only for a short time, that sense of being unaware of their own mortality. With this understanding, we encouraged the company to see their mission differently. They should focus not just on messages about hope and longevity. They would need to build bridges back to the disease community. They would need to promote an inclusive identity that gave patients a sense of belonging within a context of self-care. They would need to help prepare caregivers to hand-off, and for patients to accept, the responsibility of managing their own disease. This would position the company as life-long partners in the patient journey, rather than promoters of good behavior. These insights informed the design of an overhauled patient support program, consisting of content, tools and services that support the patient throughout their lifetime with the disease.

Conclusion 

Patients are people first, and their decision to maintain (or abandon) a relationship with your company or brand is motivated by the many facets of human experience, not simply functional/medical needs. They are influenced by a wide array of emotions, social anxieties, relationship issues and even aesthetic considerations.

When patient behavior is unexpected or confounding, that is often a clue that there is a disconnect between the consumer and the brand – at the level of product experience or brand proposition. While market data is vital to enabling brands to function, it cannot provide an explanation for why people do things in the ways they do them. Using ethnography, we can shed light on the context in which patients use a product as well as the meaning that product has in their lives to create the most compelling patient experiences.

 

About The Stem
The Stem is a global management consulting firm specializing in customer strategy and experience solutions. We provide Health brands with specialized expertise in strategy and innovation, insights + analytics, digital operations and execution support through a “networked consulting” model that draws on the industry's leading talent. Please visit The Stem at http://www.thestem.com/.

 

About the Author

Anthony Alvarez currently serves as Research Director with The Stem. He brings more than a dozen years of experience to his work as a user researcher, ethnographer and research moderator. He has a passion for understanding how people experience health and illness and developing actionable insights to support brand strategy, marketing communications and design. Anthony combines in-depth research expertise with digital communications expertise. Previously he worked as an independent consultant, at Hall and Partners and Sapient. Anthony has worked across a wide spectrum of Health clients including Novartis, Baxter, Ortho-McNeill, Questcor, Pfizer, Merck, Sanofi-Aventis, Novo Nordisk, Johnson & Johnson, and Eisai.

Gregg Fisher


November 23, 2015 0

By Cheryl Lubbert of Health Perspectives Group

Lubbert-Nov2015-artworkAs we look back over the past year for lessons learned that we will take into the New Year, there are many we could choose: from celebrities on social media to controversial pricing. But based on our work with thousands of patients, helping to connect them with biopharma companies large and small, one of the top areas of concern right now is protecting their personal information.

This is not a concern that has impacted Direct-to-Consumer marketing historically, but the world is changing, and DTC is evolving. We are in the middle of an unprecedented shift in the way companies communicate with consumers, from a mass-media, one-way approach, delivering product information from the top down to drive demand, to a “me-media,” two-way model focused on the exchange of information for mutual benefit, powered by new technologies and evolving consumer expectations.

Research shows that consumers expect and want more two-way communications, especially as it relates to support. For example, a Manhattan Research study showed that 59% of online consumers expect the healthcare system to offer the same level of customer service they receive at a service-oriented company like Amazon.com. Yet only 8% of online consumers say that pharma companies are providing a better customer experience than two years ago.

This new way of communicating poses many challenges for biopharma companies, including explaining complex medical data, navigating technology, and regulatory and legal oversight. But it also brings to the forefront a new challenge unique to this approach: consumer concerns about privacy, security, and transparency where their personal health information is concerned.

As a result, privacy and security are the top concerns we see moving into 2016. Though they both relate to how private information is handled, these two concepts are different, as defined by the Healthcare Information and Management Systems Society (HIMSS):

  • Privacy is the right of an individual to make choices with respect to the collection, use and disclosure of their data.
  • Security refers to the safeguards – physical, administrative and technological – used to protect the confidentiality, integrity and availability of the data.

You’ve all heard the scary news about security breaches that send us frantically to our credit card statements and credit reports. First, it was data stolen from Target and Home Depot, and other incidents followed. Just a few weeks ago, we learned that hackers targeted JPMorgan Chase and 14 other companies, including The Wall Street Journal, pulling off the “largest theft of customer data from a U.S. financial institution in history,” stealing personal information of more than 100 million people, in a data breach described as “breathtaking in its scope and its size.”

Unfortunately, news like this has almost become routine. But consumers are taking the ease with which data can be stolen or misused to heart where their health information is concerned. This year we have heard time and again from patients that they want to share their health experiences and even their data and information, but they are worried about their privacy.

And who can blame them for being concerned? In a study in Harvard Business Review, the authors reported: “Though some companies are open about their data practices, most prefer to keep consumers in the dark, choose control over sharing, and ask for forgiveness rather than permission. It’s also not unusual for companies to quietly collect personal data they have no immediate use for, reasoning that it might be valuable someday.”

Even with the financial breaches mentioned above, according to the Identity Theft Resource Center, health care has been the most common area for data breaches in the past three years, and medical identity theft was up about 20% between 2013 and 2014.

Data concerns are impacting every corner of the healthcare, from electronic health records to health trackers. This year we conducted a survey through our online platform Health Stories Project, and we found that less than half of respondents are confident that the information in their Electronic Health Record is secure, and less than a third even know who has access to information in their EHR.

And in the Altimeter Study on Consumer Concerns About Data Privacy, consumers were asked about the data implications of fitness trackers, connected cars or connected home appliances, and how they could be used for a company to collect health data and sell it to someone else – and most did not give a positive review, expressing concerns about:

  • 78% if/where companies sell their data
  • 73% where companies keep their data
  • 68% how companies identify them as an individual
  • 67% who sees and analyses their data

So consumers have concerns about their data privacy, ranging from data selling, storage, and access to the ability to be identified individually. What can we as an industry do to address privacy and security concerns?

In addition to addressing the technical factors that keep data secure, biopharma companies can help their customers feel comfortable and confident sharing their health information by being transparent about how they will (and won’t) use it and how they will keep it private and safe.

The authors of the Harvard Business Review study I mentioned earlier summarized the role transparency will play: “In a future in which customer data will be a growing source of competitive advantage, gaining consumers’ confidence will be key. Companies that are transparent about the information they gather, give customers control of their personal data, and offer fair value in return for it will be trusted and will earn ongoing and even expanded access. Those that conceal how they use personal data and fail to provide value for it stand to lose customers’ goodwill – and their business.”

With growing concerns about privacy and security, the key is to plan all of your initiatives with the understanding that patients are sharing the most personal data they have when they share details about their health. As an industry, as we shift to a two-way model of communication with our consumers, it’s our responsibility to honor and protect that, and to communicate clearly how we are making that a priority and a reality.

Cheryl Lubbert


November 23, 2015 1

By Anne O’Brien of Remedy Health Media

452650991

I have been quite the content creator lately. My October wedding provided plenty of fodder for Facebook posts, reaching not just my friends, but friends of friends. I was providing entertainment that might otherwise have been provided by a commercial publisher, maybe by my company’s site HealthCentral.com, or maybe your brand’s content.

Free content creation has been a concern to publishers from the beginning of the internet. As marketers, we thought we would become our own publishers. At the turn of the century many thought advertising would become obsolete as brands could just use search to drive their target audience directly to their own content. But managing that content, keeping it current, making it relevant, engaging, and trusted has proven to be a bigger challenge than most marketers can manage with great success. The challenges in the pharma space are even more compounded.

Our counterparts in consumer goods have engaged resources that can make their products cultural icons, or part of the consumer landscape. Take Buick’s product placement deal with ABC’s Black-ish. The team at Dentsu Aegis’ The Story Lab was able to not just pull off a simple product placement, but to marry and fully integrate their client, Buick, into the storyline. In one episode the ad agency featured in the program is pitching the Buick account. Per Molly Peck, Buick Marketing Manager: “With any of these integrations, they allow us to be organically woven into a storyline. We get the benefit of being part of the program, so people are actually watching it as opposed to advertising where viewers often don't watch it.” What a brilliant way to capture key copy points and articulate your brand value. Can you see that happening for an Rx product?

We certainly have a “higher bar” when marketing prescription products; so how will we maximize efficiencies, reach the most appropriate audiences and encourage patients to discuss our products’ treatments with their doctors in 2016?

Continuing the heavy mix of television will prove to be less impactful as even the older audiences are skipping ads on their DVR, using Netflix, Apple TV, and other devices to have more control. Many of my friends in advertising (and maybe you, too) will record all their programming simply because ad skipping is a more efficient way to watch TV.

In digging through reports from Nielsen and stories in the advertising trades, ad avoidance is focused on digital ad blocking technology. Reported by PageFair and Adobe, ad block usage has increased by 48% in the past year with 45 million monthly active users in the US. It is rare to hear stats on TV ad skipping and even more difficult to demonstrate who is paying attention to ads. TV remains a powerhouse but with 65% of U.S. adults having smartphones, and 45% having tablets, viewer distraction continues to be a challenge to marketers. Additionally “live TV” viewing by adults 18+ is down to four and a half hours per day – with 18-34 year olds spending 54% of their “media” time with TV.

Partnering or sponsoring the development of storylines about a condition relevant to your brand can be done on TV or in movies, but not without challenges (and good contacts like the team at The Story Lab have!). These tactics are fabulous opportunities for brands, but they don’t have the “legs” to sustain reach and awareness over time. Your advertising needs to be the thread that links the programming, requiring that the advertising message must do some heavy lifting. Beyond the legal requirements, DTC ads must be as engaging as the content surrounding them to ensure that they do not get skipped.

I have always been a firm believer in the catch phrase “content is king”. Is your creative strong enough to be king? Is it in an environment that complements the creative? Does it feel connected to the content… do they go hand and hand?

When I left Johnson & Johnson in 2007, I believed the real patients writing from HealthCentral.com had the most powerful stories to help others like themselves receive the best care possible and do all they can for their condition. I was confident those stories would also result in more visitor engagement with advertising. Today, Remedy Health Media’s team of producers and video experts are bringing powerful stories to life via short-form multimedia executions like Gay’s Rheumatoid Arthritis Live Bold, Live Now: Turning Points story. These stories are proven to have strong content and ad engagement. Results of a site survey found that:

  • 94% of respondents would recommend the story to others
  • 91% of respondents were inspired
  • 82% of respondents related to the story
  • 75% of respondents learned something new about the disease

The impact on the advertising is even more profound:

  • Respondents were 2x more likely to research the advertised medication online
  • Respondents were 2x more likely to talk to their doctor about the advertised medication
  • Respondents were 3x more likely to request a prescription for the advertised medication
  • Brand recognition of the advertised medication was 3x higher among Turning Points visitors

My 2016 prediction is there will be far more ad skipping, blocking, and avoiding, except where consumers are highly engaged in content that is sought out and relevant for their specific needs. If you need to relax and have a laugh and are also in the market for an Enclave Crossover, Black-ish is the perfect environment to be receptive to Buick’s message. If you are diagnosed with Rheumatoid Arthritis, you may be interested in a TV series featuring a patient with RA, but more likely you will be connected and deeply engaged to learn how real people with RA manage the very real hassles that the condition presents in real life and how they overcame these obstacles.

Looking back, I made some big life changes in 2007, not only did the career move prove to be advantageous; the online dating plan did, too. I am very happy to report that, after 8 years, I sealed the deal with my favorite ad skipper!

Anne OBrien