What happens between a pharmaceutical product and the patient who needs it?

In Part 1 of this Pharma Talks conversation, Nataliya Andreychuk sits down with Richard Schwartz, a healthcare and pharmaceutical industry expert with three decades of experience across pharma, consulting, agencies, publishing and technology, to explore one of the industry's biggest blind spots: the experience surrounding the medicine.

The conversation goes deeper into trust in pharma, patient-centricity, healthcare customer experience, patient support programs and why experience should be treated as part of the product — not an extra layer added after the medicine is developed.

00:00 Experience as a medicine

03:20 Trust: the metric pharma can't ignore

10:12 The "Healthcare Pea Soup"

14:11 Design the experience from day one

18:52  ...