Illustrative engagement. A representative scenario showing how we approach this kind of work in healthcare. It does not describe a specific client; outcomes are described qualitatively.
Industry overview
What is shaping healthcare
Hospitals, clinics, diagnostics and health-tech companies need evidence from patients and professionals, gathered with verified respondents and strict privacy.
- Patients compare providers online
- Diagnostics and telemedicine are growing
- HCP opinion shapes referrals
Client background
A health-tech company, working in India. This is an illustrative engagement: a representative scenario showing how we approach this kind of work, not a named client project.
- Organisation
- A health-tech company
- Sector
- Healthcare
- Team engaged
- Market Research
- Services
- Quantitative research, Healthcare panel
Client challenge
Teleconsultation use rose during lockdowns and then fell.
Research objectives
- Deliver on the brief: adoption of teleconsultation among patients.
- Understand the views, needs and behaviour of patients.
- Understand the views, needs and behaviour of doctors.
- Measure how widespread each pattern is, and explain the reasons behind it.
- Give the client evidence it can act on within 6 weeks.
Target audience
The work focused on 2,000 patients and 50 doctors.
- patients2,000
- doctors50
Audiences we typically reach in healthcare
Patients and caregiversDoctors and specialistsNurses and staffDiagnostics customersHealth-tech users
Geographic coverage
Coverage: India. Market: India.
- India
Research methodology
A mixed-method design: structured research measured how widespread each pattern was, and qualitative conversations explained why.
- 1Brief
- 2Patient survey
- 3Doctor interviews
- 4Insight
We surveyed patients and interviewed doctors about when teleconsultation worked well and when it did not.
Quantitative researchHealthcare panel
Sampling strategy
- patients
- 2,000
- doctors
- 50
- Healthcare professionals and patients were screened on specialty, setting or condition, and professionals were verified before taking part.
- Online respondents were drawn from verified panel members who matched the screening criteria, with quotas on key profile attributes.
- Qualitative participants were recruited purposively to cover the full range of experiences that mattered, rather than for statistical representation.
Data collection
- The online survey was mobile-friendly and offered in respondents' languages.
- Interviews and discussions were led by experienced moderators using a guide agreed with the client.
Data quality & validation
- Digital fingerprinting and duplicate checks
- Attention, speed and straight-lining checks
- Review of open-ended answers
- Recordings and transcripts for every session
- Re-screening of qualitative recruits
- Verification of healthcare professionals
- Logic and range checks on the final data
- Work carried out under our ISO 20252 quality procedures
Data analysis
- Cross-tabulation by key groups and locations
- Significance testing on the differences that mattered
- Thematic coding of interviews and discussions
- Journey and decision mapping
Key findings
- Follow-up visits suited teleconsultation best.
Find the moment where digital is clearly better.
Recommendations
- Build on the core insight: find the moment where digital is clearly better.
- Focus effort where the evidence was strongest: follow-up visits suited teleconsultation best.
- Re-measure after the changes to confirm the effect.
Business impact
- The company positioned its service around follow-ups.
What changed in the business as a result of the work. Impact is described qualitatively.
Deliverables & next steps
- Insight report and management presentation
- Cleaned data file and data tables
- Repeat the measure after changes are in place to track progress.
- A natural follow-on question: will patients use health-tech?