Management approach
Edwards Lifesciences is focused on providing therapies that save and enhance patient lives. We understand that too often, patients do not have enough influence over the type of treatment they receive or the administration of their care. As part of our research and development, we work to incorporate patients’ input into the development of our products throughout the total product lifecycle. By listening to patients and capturing their input through both qualitative and quantitative methods, we can provide care that meets their individual needs and preferences.
Additionally, we know patients do better when they have support from others. Evidence indicates that empowered, engaged patients experience better clinical outcomes. For this reason, Edwards’ Patient Engagement function is accountable for developing and maintaining an approach to listening to patients, including: sponsoring patient listening sessions, conducting Patient Perspective Input studies, supporting patient advocacy groups that represent the patient’s voice and helping patients exercise their voices to improve the healthcare system.
Reporting to the Public Affairs function, the Vice President of Patient Engagement is responsible for ensuring that all patient engagement activities – whether in individual business units, function, or globally – are in alignment with our aspirations to transform patient care through innovative technologies and attract and engage talented employees.
Growing the patient voice through partnerships
When patients use their voices, they do more than advocate for themselves—they inspire others to speak up and support each other toward healthier outcomes. Edwards Lifesciences Foundation provides charitable grants to the American Heart Association to support the Heart Valve Ambassador Program, a group of dedicated individuals who offer resources and support to heart valve patients, as well as the American Heart Association’s Heart Valve Education Center, where patients can connect with and learn from other patients. Our Foundation also supports Heart Valve Voice—a patient-focused advocacy organization that collects and shares patient stories and advocates on behalf of patients’ interests. Last year the program expanded from the U.K. and the U.S. to Italy and France. Other patient advocacy programs the Foundation has supported include:
- Mended Hearts Trained Accredited Patient Visitor Program
- Mended Hearts Peer Advocate program
- WomenHeart: National Coalition for Women with Heart Disease and Heart Champions program
- Patient Advocate Foundation’s Heart Valve CareLine and Financial Aid Fund
Patient days
Our annual Patient Day brings together patients and caregivers at our corporate headquarters in Irvine, California. These events give our heart valve recipients an opportunity to connect with our employees, other patients and share their experiences. At Patient Day, attendees have the opportunity to:
- Learn about heart valve and critical care innovations;
- Meet Edwards leaders and employees dedicated to serving patients;
- Participate in discussions to help improve the patient-caregiver experience;
- Tour our manufacturing facility; and
- Meet employees who designed or handcrafted their device.
The experience for those suffering from valvular disease remains complex and filled with obstacles. The treatment process can be inconsistent from one patient to the next. Through our Patient Day program, Edwards gains important insight into the patient journey, from symptoms and diagnosis through recovery, including patient-defined concerns. These learnings help us identify opportunities to address these gaps, and to prioritize tools, support resources and programs we develop to improve patient access, experience and outcomes.
Incorporating patient needs
Edwards strives to ensure all patients have a voice in shaping their treatment experience. Many patients benefit from minimally invasive procedures, and we have responded by driving innovation in Transcatheter Aortic Heart Valve Replacement (TAVR) technology. TAVR allows physicians to replace heart valves with a catheter instead of surgically opening the chest. To learn more about patient experiences with Edwards’ heart valves, browse our collection of patient stories.
Patient resources
Edwards believes informed patients have a more successful treatment experience. Our website offers information on heart valve disease and treatment, as well as FAQs and a glossary of terminology. Additionally, our NewHeartValve.com microsite provides comprehensive information on aortic stenosis and options for treatment. Our Foundation also invests in educational resources for patients with the American Heart Association and with the Alliance for Aging Research Foundation.
Annual performance
Patient engagement and patient days
Edwards Lifesciences is inspired by listening to the patient voice and continues to improve our patient engagement initiatives. In 2017, Edwards created a new corporate Patient Engagement function to help the company deliver on its patient-focused innovation strategy to engage with, learn from, and empower patients.
Patients value the opportunity to share their stories with people who can understand their journey. At our Patient Day events, we empower patients to share their experiences to help themselves and others. Our goal is to conduct an Edwards Patient Day or similar events once per year in Irvine and inspire additional Patient Day events in other Edwards’ regions around the world. This goal aligns with SDG 3: Good Health & Well-Being and SDG 12: Responsible Consumption and Production.
In 2017:
- We welcomed patients and caregivers to our third annual 2017 Patient Day program in Irvine, providing them and almost 200 Edwards employees an opportunity to connect
- We expanded Patient Day to our Draper, Utah facility for the first time, providing patients and caregivers an opportunity to share their stories and experience with almost 1,000 Edwards employees
- Our Draper, Utah plant teamed up with the Make-A-Wish foundation to host a “Proclamation Day” where a young patient learned that his wish had been granted
- We welcomed numerous patients throughout the year to visit and tour our facilities at our several global locations including the U.S., Costa Rica, Puerto Rico and Singapore
- We now display photos and direct patient quotes throughout our training rooms in Irvine
- The Operators, Trainers, and Technicians could not be happier with the new look. “I no longer have to look at blank white walls in the training room. I look up and see the patients in the photos and that inspires me to work with my whole heart”, said a 20-year Edwards’s employee.
At our Patient Day programs, participants provided insight into their treatment satisfaction, recovery and resources that would be helpful in their journey. In a post-event survey, attendees rated the experience as “Excellent” and said they would recommend the program to others. Participants appreciated the value of the opportunity to connect with other patients and care partners, to learn about ways to get involved in helping others, and about the lifesaving technologies they have received. Participants described the day as “outstanding,” “passionate” and “engaging.” Edwards is proud of these results and intends to extend the program’s benefits to more patients in the future.
