Your Patients Aren't Reporting Side Effects β They're Silently Stopping the Medication
Capture real patient experience with proactive feedback
Problem
Your Customers Aren't Telling You the Truth
The biggest challenge in your industry is that dissatisfied customers stay silent. 96% of unhappy customers never complain β they either never return, or go straight to Google with a negative review.
Why traditional methods fail:
- Silent Medication Discontinuation: Patients silently stop medication when experiencing side effects β you never learn the real cause of treatment failure.
- Inadequate Pharmacovigilance: Adverse event reporting rates are far below global averages. Spontaneous reporting systems don't reflect reality.
- Clinical Trial vs Real-World Gap: Side effects not seen in clinical trials emerge in the field. Collecting real-world data is difficult and expensive.
- Treatment Adherence Uncertainty: Are patients taking medication as prescribed? Are they adjusting doses? It takes weeks or months to find out.
As a result, businesses keep repeating the same mistakes without ever learning the real reasons behind customer loss.
Solution
Feedback at Every Point of the Patient Journey
CustomerEcho captures patient experience through Patient Support Programs, pharmacy touchpoints, and treatment follow-ups. AI automatically categorizes side effects, adherence issues, and quality of life feedback.
How it works:
Capture
Collect feedback at key touchpoints with QR codes - no apps needed, just scan and share in 30 seconds.
Analyze
AI automatically categorizes feedback, identifies trends, and highlights urgent issues requiring attention.
Connect
Link feedback to specific locations, staff, or services to understand exactly where improvements are needed.
Act
Get instant alerts for critical issues, enabling your team to resolve problems before customers leave.
You receive feedback while customers are still on-site β giving you the chance to intervene and turn a negative experience into a positive one.
90%+
Side effects go unreported
30%
Prescriptions never started
3x
More feedback vs traditional methods
Real-time
Instant analysis
Real-World Scenarios
These aren't hypotheticals. These situations happen every day in businesses like yours:
Silent Side Effects
A patient prescribed a new antidepressant experiences significant drowsiness. Can't drive, can't concentrate at work. But doesn't tell the doctor β thinking 'maybe I'll get used to it.'
3 weeks later the patient stops the medication. The doctor thinks 'the drug didn't work.' The real reason β a manageable side effect β is never recorded. The same scenario repeats across hundreds of patients.
Similar Situations
Cholesterol medication causes muscle pain, patient thinks 'I'm just getting old,' doesn't tell doctor.
Blood pressure medication causes sexual dysfunction, patient absolutely won't discuss this with doctor.
Diabetes medication causes nausea, patient thinks 'I need to watch my diet.'
With CustomerEcho, you capture the side effects patients hesitate to report β drowsiness, headaches, nausea β the 'tolerable' effects that most often lead to treatment discontinuation.
Patient Support Program Paradox
An oncology patient on biologic therapy is enrolled in a Patient Support Program. Has access to nurse hotline and pharmacy card. But hasn't called in 8 months β 'I don't want to bother them unnecessarily.'
Patient experiences serious skin reactions but accepts them as 'normal consequences of cancer treatment.' These unreported side effects result in incomplete real-world safety profiles.
Similar Situations
Rheumatoid arthritis patient doesn't report injection site pain to PSP β thinks 'everyone experiences this.'
MS patient doesn't mention fatigue from medication β assumes 'it's from my disease.'
Hepatitis patient attributes drug-related stomach issues to 'diet.'
With CustomerEcho, you transform PSPs from reactive to proactive systems. Regular feedback mechanisms prevent 'no news is good news' misinterpretations.
Hidden Adherence Issues
A diabetes patient is prescribed medication twice daily. Takes the morning dose regularly but 'forgets' the evening dose β actually skipping it intentionally because it causes nausea.
HbA1c levels don't drop as expected. Doctor increases dose β but patient can't tolerate the current dose. A vicious cycle begins. Pharma company collects 'drug not effective' data.
Similar Situations
Statin patient takes every other day instead of daily β to reduce muscle pain.
Blood pressure patient has halved the dose β 'worried it drops too low.'
Antidepressant patient skips weekends β 'I don't want to become dependent.'
With CustomerEcho, you understand that non-adherence usually has an unspoken side effect or practical barrier behind it, not 'patient neglect.'
What Feedback Can You Collect?
Customer Echo's AI engine automatically categorizes every piece of feedback. Instead of vague "overall satisfaction" metrics, you get concrete, actionable insights.
Side Effect Experiences
Severity, frequency, and daily life impact of patient side effects
Example topics: Headache, Nausea, Drowsiness, Skin reactions, Weight changes
Treatment Adherence
Whether patients take medication as prescribed, dose changes, and reasons for skipping
Example topics: Dose skipping, Early discontinuation, Dose reduction, Timing changes
Perceived Efficacy
Patients' subjective assessment of how effective the medication is
Example topics: Symptom improvement, Meeting expectations, Comparison with previous drugs
Quality of Life Impact
Positive or negative impact of treatment on patients' daily quality of life
Example topics: Work performance, Social life, Sleep quality, Energy levels
Why Customer Echo?
There are many feedback tools on the market. What makes Customer Echo different is our focus on real industry needs and our purpose-built platform for capturing actionable insights.
Capture Real-World Data
Clinical trials don't reflect the field. CustomerEcho tells you what patients actually experience in daily life β far more comprehensive than spontaneous reporting.
Strengthen Pharmacovigilance
Increase your adverse event reporting rate. Meet regulatory requirements by integrating patient feedback into formal ADR processes.
Understand Treatment Adherence
Why are patients stopping medication? Why are they changing doses? Get answers to these critical questions in days, not weeks.
Optimize Patient Support Programs
Get real returns on your PSP investment. Learn from patient voices which services are valuable and where gaps exist.
Ready to Learn What Patients Really Experience?
First 14 days free. No credit card required. Get integration support for your Patient Support Program or pilot group.