The Pharma Digital Index: A new benchmark for patient-facing websites

In today’s digital-first world, patients are increasingly turning to the internet for information about their health, treatments, and medications. For pharmaceutical companies, this represents a critical opportunity to engage with patients, build trust, and provide accurate, accessible information. Yet, as our Pharma Digital Index reveals, the digital experiences offered by patient-facing pharma websites are falling short of expectations.

Why we created it

Pharmaceutical companies have long prioritised healthcare professional (HCP)-focused platforms, investing heavily in tools and resources to engage clinicians. However, patient-facing websites—those designed to inform and support patients—often feel like an afterthought. These websites are a critical touchpoint for patients who are:

• Researching medications they’ve been prescribed.
• Exploring treatment options for their conditions.
• Seeking reassurance and clarity about their health.

Despite their importance, our research shows that these websites frequently fail to deliver the user-friendly, accessible, and engaging experiences that patients need. The Pharma Digital Index was created to shine a light on this issue, provide a benchmark for improvement, and highlight the opportunities for pharma companies to better serve their audiences.

What it measures

The Pharma Digital Index evaluates patient-facing pharma websites across a range of metrics to determine what “good” looks like in this space. These include:

1. Content Quality:

• Is the information accurate, clear, and easy to understand?
• Does the website balance regulatory compliance with readability and accessibility?

2. User Experience (UX):

• Is the website easy to navigate?
• Does it provide a seamless experience across devices, particularly mobile?

3. SEO Performance:

• How well does the website rank for branded and condition-related search terms?
• Is it optimised to capture a wide audience of patients searching for information?

4. Technical Performance:

• Are page speeds fast enough to keep users engaged?
• Is the website technically robust and accessible?

By assessing these factors, the index provides a comprehensive view of how well pharma websites are meeting the needs of their users.

Key findings

1. Overwhelming content, poor design

Many pharma websites are cluttered with dense blocks of clinical jargon, making them difficult for patients to navigate and understand. While regulatory compliance is essential, it often comes at the expense of readability and user-friendliness.

For example, some websites resemble digital versions of medication leaflets - packed with information but lacking the clarity and structure needed to guide users effectively.

2. Missed SEO opportunities

Pharma websites tend to focus narrowly on branded search terms, neglecting broader keywords related to conditions, symptoms, and treatment approaches. This limits their ability to capture a wider audience and provide educational value.

For instance, while a website may rank well for a specific drug name, it often fails to appear in search results for queries like “treatment for Type 2 diabetes” or “managing arthritis symptoms.”

3. Low engagement

Despite high search volumes for some medications (e.g., Ozempic with 2.3 million monthly searches), session durations on these websites are often under 30 seconds. This suggests that users aren’t finding the information they need - or are being overwhelmed by poor design and navigation.

Why this matters

1. Patients deserve better

For many patients, these websites are the first touchpoint with a medication they may take daily or even for the rest of their lives. A poor digital experience can leave them feeling confused, overwhelmed, or even distrustful of the brand.

2. Ethical marketing

In an age of increasing scrutiny over healthcare advertising, pharma companies have an opportunity to provide ethical, patient-centred content. Instead of bombarding users with irrelevant information, they can focus on delivering clear, accurate, and actionable insights when patients need them most.

3. A missed opportunity

In markets where direct-to-consumer advertising is restricted, patient-facing websites offer a unique opportunity to build brand awareness and trust. By optimising these platforms for search and user experience, pharma companies can effectively reach their audience without breaching regulatory guidelines.

The opportunity for Pharma

The Pharma Digital Index doesn’t just highlight the shortcomings of patient-facing websites - it also points to the huge opportunities for improvement. Here’s what pharma companies can do to raise the bar:

1. Prioritise user experience:

• Simplify navigation and layouts.

• Use clear, concise language alongside clinical content.

• Optimise for mobile devices and improve page speed.

2. Broaden content strategies:

• Create educational, patient-centred content that addresses conditions, symptoms, and treatment options.

• Balance compliance with accessibility to ensure patients can easily understand the information provided.

3. Invest in SEO:

• Target condition-related keywords to capture a larger audience.

• Optimise for both branded and generic search terms to improve discoverability.

4. Leverage rich media:

• Use videos, infographics, and interactive tools to make complex medical information more digestible and engaging.

Let’s make pharma websites more accessible

The Pharma Digital Index is more than just a ranking - it’s a call to action for the pharmaceutical industry. Patient-facing websites represent a critical touchpoint for millions of people seeking information about their health. By investing in better design, content, and SEO, pharma companies can transform these platforms into powerful tools for patient education and engagement.

If you’re part of a team working on patient-facing pharma websites, we’d love to hear from you. Let’s start a conversation about how the industry can raise the bar. And if you think your website deserves to be included in the Pharma Digital Index, get in touch at hello@medicodigital.co.uk.