UCB takes "Customer Innovation" and "Lifetime Value Achievement" top honours for staff commitment to improving patient experience

Two of UCB's biggest patient innovators were yesterday announced as winners at the eyeforpharma Barcelona Awards for their long-term commitment to improve patient experience.

Both Christi Marsh, Director of North American Medical Information and Communications and the brains behind UCBCares, and departing CEO Roch Doliveux, were commended for their innovation and unrelenting focus on the needs of their patient. Marsh took home the 'Customer Innovator Award' while Doliveux joined Patrick Cashman of Lundbeck Canada as the second ever winner of the Lifetime Value Achievement Award.

UCBCares, a one-stop-shop for patients which combines all call-centres and sources of patient and customer services under one number and office space was commended by 2014 winner of the Customer Innovator Award, John Pugh of Boehringer Ingelheim, who commented: "Christi demonstrated a high degree of empathy and understanding of patients when coming up with the idea for UCBCares and subsequently drove forward a solution that best met their needs, rather than just the company's".

Patients are assigned a solutions manager to personally address their concerns from assistance, medical information and healthcare referrals to clinical study guidance and even non-UCB medication.

Nominated for the Lifetime Value Achievement Award for the second year in a row, Mr Doliveux has now been recognised for developing UCB into a focused, patient-centric industry leader recognized for growth and a strong pipeline. In 2012, Roch unveiled UCB's new tagline – 'Inspired by patients. Driven by science.'  This focus on empathy and innovation reflects the core of what UCB has become under Roch's leadership, with the company annually surveying all 9,000 staff to determine the level of patient-centric employee attitudes.

The awards both befit a consistent and determined approach to innovation, resilience and value creation over many years. On the lifetime achievement, Paul Simms, Chairman of eyeforpharma commented; "Roch is very deserving of this award; showing that true innovation and patient-centricity in pharma should be driven right from the top of the business. His approach combines successful business with what truly matters in pharma: improving the lives of others".

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