As I sat down at an event I recently attended in relation to the world of sport and met the people at my table, a surprising connection between my everyday work and one of my favourite pastimes occurred. The gentleman I was speaking to asked me what I do and I told him that I work as an editor in the market research industry, at a company that focuses on the medtech space. He wondered more about what that meant and, as I listed off some of the various devices and product types we cover, he pulled something out of his pocket while asking me, So, things like this. Lo and behold, there was one of the devices I had heard about at work an insulin pump.
To say the least, it was a pretty cool collision of two worlds I sat there thinking, Wow, so that's what one of those looks like in real life! What are the odds! even though it's not that unlikely to come across someone who uses an insulin pump given that approximately 3 in 10 Canadians are currently living with diabetes or prediabetes. As we continued to chat, I learned that the gentleman has been having a great experience with the product. He was especially pleased with the level of customer service the manufacturing company had provided when he needed urgent assistance with his device, saying that it was a pleasant surprise to have such a large company go above and beyond for a customer like they did for him. That was one of the most interesting points that came from this conversation companies in the health care space are often so large that, as is the case with large companies in various industries, we as consumers EXPECT to have mediocre levels of service and are amazed when that is not the case. What also came to the forefront was that this expectation is a lot scarier in the medtech industry because product performance and customer assistance are often linked with one's ability to properly manage a health condition, which is serious business and could spell the difference between maintaining your normal routine and heading to the emergency room or doctor's office.
It really goes to show that, as the medtech industry increasingly moves towards providing exciting product developments that allow people with chronic conditions such as diabetes to live more independently, customer service is one of the key factors that all companies must keep in mind. After all, with newfound patient independence and portability of treatment remains a need for effective person-to-person support that ensures the safety of consumers.