Transforming Specialty Pharmacy Engagement

The specialty pharmacy channel plays a pivotal role in supporting patients who require complex and life-changing therapies. These pharmacies not only distribute specialty medications but also deliver critical patient support services, such as adherence programs, financial assistance navigation, and clinical expertise. Recognizing this importance, pharmaceutical manufacturers invest significant resources into engaging the specialty pharmacy channel to optimize drug distribution and patient outcomes.

However, questions persist: Are these efforts truly effective? And, more importantly, how can engagement be improved?

We recently published a new report,1 with the objective of providing a comprehensive benchmarking and assessment of pharmaceutical manufacturer engagement with specialty pharmacies.

Manufacturers were assessed based on the business productivity of their specialty pharmacy engagement and the effectiveness of their approach to relationship management. Subcategories of those major functions of manufacturer engagement were also explored, including:

Business productivity

1. Contracting effectiveness
2. Organizational consistency
3. Flexibility and innovativeness
4. Overall business relationship

Relationship management

1. Account management effectiveness (quality)
2. Overall ease of working together
3. Responsiveness
4. Overall relationship management

Distinct differences in the perception of manufacturer activities were identified.

In fact, the grid to the right reflects the weighted scores of the top 10 specialty drug manufacturers by volume based on two questions:

1. Rate the following manufacturers with regards to the effectiveness of their approach to overall relationship management with your specialty pharmacy
2. Rate the overall business productivity of these manufacturers’ efforts with your specialty pharmacy

The genesis of the report

Pharmaceutical manufacturers have long sought feedback on their efforts to engage with the specialty pharmacy channel, but in our opinion, there has been an absence of an industry-wide benchmarking effort. A transparent assessment of pharmaceutical manufacturer engagement from the perspective of specialty pharmacies could not only spark meaningful change, but also foster collaboration and improvement across the industry.

Methodology

Our research captured feedback from specialty pharmacies that collectively represent over 80% of specialty prescription flow in the United States. This robust dataset provides a comprehensive view of how pharmaceutical manufacturers are perceived and where they stand in relation to their peers.

Qualitative and quantitative methodologies were utilized, gathering insights through surveys, interviews, and panel discussions with specialty pharmacy leaders. Analysis focused on key areas of engagement, including operational efficiency, data-sharing capabilities, patient support alignment, and strategic collaboration.

Key findings

The report reveals several critical insights into the dynamics of pharmaceutical manufacturer engagement with specialty pharmacies:

1. Operational alignment matters. Specialty pharmacies consistently emphasized the importance of seamless operational processes. Manufacturers that demonstrated a clear understanding of the operational needs of pharmacies—including streamlined workflows, effective communication, and adequate training—earned higher marks in engagement rankings.
2. Data sharing as a differentiator. Many assess specialty pharmacies in the effectiveness of their data reporting and analytics. In this case, the accuracy, timeliness and quality of data shared by manufacturers with specialty pharmacies (for example during quarterly business reviews) emerged as a vital component of effective engagement. Specialty pharmacies ranked manufacturers highly when they provided actionable, timely, and meaningful data to support patient care. Conversely, manufacturers that struggled with transparency or provided fragmented data were viewed less favorably.
3. Patient support programs need tailoring. While manufacturers often prioritize patient support services, our research found that alignment with the specialty pharmacy’s existing programs is crucial. Pharmacies expressed frustration when manufacturers’ support initiatives duplicated efforts or failed to account for pharmacy-specific capabilities or operational processes.
4. Benchmarking creates a catalyst for change. Perhaps the most striking finding is the catalytic role of benchmarking itself. The availability of industry-wide benchmarks created an impetus for manufacturers to reevaluate and improve their engagement strategies. Transparency and accountability are powerful motivators.

Industry implications

This report’s findings have implications for pharmaceutical manufacturers and specialty pharmacies alike. For manufacturers, engagement strategies must evolve to reflect the operational realities and strategic priorities of their specialty pharmacy partners. This requires a commitment to collaboration, transparency, and adaptability.

For specialty pharmacies, the benchmarking data provides a unique opportunity to voice their needs and priorities, fostering a more balanced and productive partnership with manufacturers. By working together, stakeholders can create a more efficient and effective specialty pharmacy ecosystem that ultimately benefits the patients they serve.

The path forward

The report concludes with actionable recommendations for manufacturers aiming to strengthen their specialty pharmacy engagement strategies. These include:

• Invest in operational excellence. Manufacturers should prioritize operational alignment by investing in training, resources, and communication tools that address the specific needs of specialty pharmacies.
• Enhance data sharing. Data exchange must be timely, actionable, and relevant. Manufacturers should work closely with pharmacies to identify key metrics and ensure that data-sharing platforms are user-friendly and reliable.
• Foster collaborative relationships. Manufacturers and specialty pharmacies should view their relationship as a partnership, not a transaction. Regular feedback loops, joint problem-solving, and strategic alignment are essential.
• Embrace benchmarking. Transparent benchmarking efforts should become a cornerstone of engagement strategies. By regularly assessing performance and incorporating feedback, manufacturers can stay ahead of industry trends and improve their standing with pharmacy partners.

Improving patient outcomes

Ultimately, the goal of this report is not just to highlight areas for improvement but to inspire meaningful change that benefits patients. Specialty pharmacies play a vital role in ensuring that patients receive the medications and support they need to manage complex conditions.

When pharmaceutical manufacturers and specialty pharmacies collaborate effectively, the result is a smoother patient journey, better adherence to therapy, and improved outcomes. As we reflect on this report’s findings, we are optimistic about the future of specialty pharmacy engagement.

About the Authors

Cheryl Allen, BS Pharm, MBA, and Jon Hamrick, MBA, are both founding partners with Curatio Scientia Advisors. Allen is also a member of Pharmaceutical Commerce’s Editorial Advisory Board.

References

1. Now Available: 2024 Specialty Pharmacy Manufacturer Engagement Report. Curatio Advisors. https://www.curatioadvisors.com/2024-specialty-pharmacy-pharma-engagement-perceptions-reportpatient-access-survey-report-0-0