Don Tracy, Associate Editor 

Balancing Patient Support

PC: What are some of the biggest challenges in ensuring continued medication adherence for specialty patients?

While technology and high-touch support are important, personalization is equally critical. Emotions fluctuate daily, and medication regimens, as well as chronic conditions, evolve over time. Whenever we implement a solution, we must continuously check in to ensure patients remain on track and feel confident in taking the next step.

PC: Are there any emerging trends in patient support that you think will become more prominent in the next few years?

AI is a topic we hear about daily. We recently announced an AI technology that enhances—not replaces—our human-to-human interactions. AI shouldn’t replace human connection, but it can enhance interactions, making them more personal and relevant. Supporting patients requires genuine human connectivity.

 The Good Start program by Pleio is designed to assist specialty pharmacies in improving patient engagement and adherence by providing comprehensive, patient-centric support. Specialty medications often involve complex onboarding processes, leaving patients feeling overwhelmed. Good Start addresses this by offering a structured, wraparound approach that guides patients from the moment they receive their medication. The program ensures patients understand the specialty pharmacy process, introduces them to their care teams, and creates a supportive environment that reduces anxiety.

A key feature of Good Start is its peer-to-patient outreach model, which addresses emotional barriers such as fear, mistrust, and anxiety—factors that significantly contribute to medication non-adherence. Non-clinical peers engage with patients in a more relatable manner, providing reassurance and helping them navigate the treatment process without the intimidation of clinical discussions. This approach aligns with findings from the AMA, which highlight that emotional barriers are a major cause of non-adherence.

Patient engagement in specialty pharmacy is evolving alongside technological advancements. While digital tools provide valuable resources, they can also be overwhelming. Patients expect more personalized support, including human check-ins that reinforce adherence. Pleio’s program has demonstrated success in improving key adherence metrics, including a 5% increase in proportion of days covered (PDC), an 80% rise in average scripts per patient, and a 60% boost in medication volume.

Videos

Jen Butler, chief commercial officer, Pleio, discusses the importance of balancing technology and personalization in patient support. 

Hubs East 2025: Balancing Technology, Personalization, and Human Connection in Patient Support

 interview, Renier Brentjens, MD, PhD, deputy director and chair of medicine at the Roswell Park Comprehensive Cancer Center, discusses:

How he has seen the field evolve since its inception, and what excites him most about its future

How the Roswell Park expansion helps improve patient access to CAR T-cell therapy

The key safety concerns associated with CAR T-cell therapy, along with how Roswell Park aims to mitigate potential risks

How Roswell Park is working to make CAR T-cell therapy more widely available

The steps needed to be taken at the regulatory and healthcare policy levels in order to support the broader adoption of CAR T-cell therapy

Podcasts

Renier Brentjens, MD, PhD outlines the evolution of the space, while offering ways to boost patient access to these treatments. 

Embarking on the CAR-T Journey

Adapting to Patient Needs

PC: How is the role of patient engagement evolving in specialty pharmacy?

It’s becoming increasingly critical to evolve patient support in specialty pharmacy, as patients now expect more personalized care. With the rapid advancement of technology, they also anticipate greater connectivity. While access to information is beneficial, it can also be overwhelming. From struggling with passwords and accessing portals to needing reassurance, having someone check in on patients to ensure they receive the necessary resources adds a crucial level of personalization.

This isn’t just a “nice to have”—our programs have demonstrated measurable improvements in key adherence metrics that specialty pharmacies prioritize. We’ve increased the proportion of days covered by 5%, the average number of scripts per patient by over 80%, and medication volume by 60%. These gains stem from ensuring patients are well-prepared from the start, understand what’s ahead, and stay on course with the knowledge, skills, and confidence to take the next step.

Jen Butler, chief commercial officer, Pleio, discusses how personalization, connectivity, technology, and proactive support are working to evolve patient engagement strategies. 

Hubs East 2025: Adapting to Patient Needs: How Engagement Strategies Are Evolving in Specialty Pharmacy

Peer-To-Patient Support

PC: What are some common barriers patients face when starting specialty medications, and how can peer-to-patient outreach help?

Our program is a peer-to-patient platform, which I believe is critical. It addresses emotional barriers such as fear, misinformation, mistrust, anxiety, feeling overwhelmed, not knowing who to turn to, uncertainty about the process, and concerns about what comes next. By connecting patients with peers, it provides them with someone who listens and understands their experience.

From there, patients can be guided in the right direction without a clinical, white-coat discussion. Our peers are not clinicians; they are considered peer-to-patient supporters. This program helps improve adherence by addressing the emotional barriers patients face.

A few years ago, the AMA released a study showing that five of the top eight reasons for non-adherence were emotionally driven. Our platform directly tackles these challenges, providing patients with the support they need.

The Good Start program by Pleio is designed to assist specialty pharmacies in improving patient engagement and adherence by providing comprehensive, patient-centric support. Specialty medications often involve complex onboarding processes, leaving patients feeling overwhelmed. Good Start addresses this by offering a structured, wraparound approach that guides patients from the moment they receive their medication. The program ensures patients understand the specialty pharmacy process, introduces them to their care teams, and creates a supportive environment that reduces anxiety.

Jen Butler, chief commercial officer, Pleio, discusses the effectiveness of peer-to-patient outreach when starting specialty medications. 

Don Tracy, Associate Editor

Articles