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Excellence in Patient Education and Support

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Start from Scratch

by Thornton & Ross with support from Pegasus

Summary of work

Start from Scratch, is a free, email-based, patient support programme from Cetraben for patients suffering from dry skin conditions. The programme provides weekly emails with simple, actionable advice to encourage patients to make small improvements each week to the management of their condition. Over the course of the programme, the advice and information provided aim to change behaviours, improve knowledge of effective treatment and improve standards of self-management for dry skin conditions.

The need for the educational support was identified through an extensive literature review and patient surveys, showing a clear lack of resources available for patients that were easy to follow. This led to the development of the email-based programme, providing patients with bite-sized advice that ensures patients do not become overwhelmed by the amount of information.

Having now been completed by over 2,700 people, we have seen significant numbers of patients following the advice, which has led 88% to make positive changes to how they have managed their skin and 56% have seen visible improvements after just six weeks.

We continue to evolve and improve the programme and have now also developed an online resource hub of the content to help extend the reach of the advice.

Judges' comments

This entry had impressive reach and achieved its objectives to a significant scale. It was impressive that they got accreditation from the British Skin Foundation and demonstrated improvements in the way patients with eczema are being treated.


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Start from Scratch - by Thornton & Ross with support from Pegasus

Key dates

Entry deadline 26 August 2022
Extended entry deadline 2 September 2022*
*additional fee applies
Judging Day 6 October 2022
Company/Team of the Year Interviews 21 October 2022
PMEA Event 23 November 2022