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If you have any questions or ideas to share, we would love to hear from you!

Let’s improve patient experience together!

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Thank you so much for visiting

We are thrilled that you have taken the time to explore the site and we hope you’ve had a chance to engage with the tools, videos, and information.

No matter what brought you here to, we can all agree — communicating complex topics to patients can be challenging! A few years ago, at Bristol Myers Squibb (BMS), we took a good look at how we were communicating to patients and challenged ourselves to do better.

We set out on a journey to learn about what patients need when it comes to communicating complex topics. To do so, we brought patients, caregivers, advocacy, healthcare providers, and communication experts to the table to help us co-create new ways of communicating.

Over the years the learnings from co-creation have fed into a set of resources that has genuinely helped us improve our communications at BMS. But we knew if we wanted to make a real impact, we couldn't keep the UPL behind closed doors — it had to be shared with the world. We are dedicated to improving how we communicate with patients across the healthcare system, which means we can't do it alone. We are honored to share the UPL with you and hope you find it a useful set of resources.

We genuinely hope you engage with the principles and tools, and we invite you to get in touch with us to let us know how it goes. We are also always looking for collaborators to join us at co-creation sessions and explore new areas in patient experience and communication. Thanks for joining us on this great adventure!

We’re looking forward to hearing from you,
The Patient Hub

Learn more about how the 
UPL came to be  

Please do not include confidential information in e-mails. By e-mailing, you agree to receive an e-mail response from BMS to your inquiry. Your e-mail address will only be used to respond to your inquiry.

This site is not intended for the reporting of side effects associated with the use of prescription drugs. If you, or someone you know, have possibly experienced a side effect while taking a Bristol Myers Squibb product, please contact us at: 800-321-1335 (toll free US only).

Patient Voice & Experience
Worldwide Customer Capabilities

We are a passionate group of BMS employees that contributes to assisting better patient experiences. We collaborate with people inside and outside BMS to apply and evolve the UPL.

The UPL and its applications were created with the support of Bridgeable, a service design firm based in Toronto, Canada. Bridgeable has worked with BMS on all elements of the UPL, from overall strategy to creating and applying design capabilities and UPL tools, training BMS employees in UPL, and designing The team includes design strategists, interaction designers, and service designers, plus a team of biomedical communicators who specialize in visually communicating science and medicine.

Learn more about Bridgeable  

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