A physician writing a prescription for a medication was once the defining moment of its success. But as specialty medicines play a growing role in healthcare, the patient journey that follows is just as critical to ensure optimal treatment outcomes and brand performance. <\/p>\n
Patients on specialty therapies often navigate complex treatment journeys, and even small gaps in communication or support early on can make it harder to start and stay on treatment. Despite major advances in breakthrough medicines, too many patients still struggle to adhere to therapy: up to half of patients do not take medicines as prescribed.1 In some specialty categories, abandonment rates can reach up to 67% for oral cancer therapies2 and over 50% for anti-inflammatory drugs.3<\/p>\n
The Critical Window<\/strong><\/p>\n In specialty care, the first 14 days after a prescription is written are a critical window. \u201cThe script is either going to turn into that first dose \u2014 or something gets in the way,\u201d says Lisa Mymo, senior director of pharma and financial services at Walgreens. \u201cAnd most of those barriers present at the beginning of the treatment journey.\u201d<\/p>\n A strong specialty support model helps reduce early friction by enabling proactive outreach, faster coordination and connected experiences across the treatment journey. <\/strong><\/p>\n Day 1: Starting the Journey <\/strong><\/p>\n For patients new to specialty care, early engagement is essential.\u00a0 An onboarding call or text provides critical information, sets expectations and guides patients toward starting treatment. \u00a0\u201cA lot of patients aren\u2019t used to interacting with a specialty pharmacy,\u201d says Mymo. \u201cIt\u2019s very important to notify patients as soon as we receive their prescription, let them know where it is, and keep them informed. We want to build trust and confidence during a time where they may feel uncertain or overwhelmed.\u201d<\/p>\n Nearly 95% of specialty patients are contacted via text or call within one day of the pharmacy receiving their prescription.4<\/p>\n Days 1-5: Navigating Access and Prior Authorization*<\/strong><\/p>\n As prescriptions move through the approval and access phase, proactively communicating medication delivery status and keeping patients informed is critical. Some 94% of physicians report that prior authorization contributes to care delays at least sometimes, highlighting how easily momentum can be lost early in the patient journey.5 \u00a0<\/p>\n Behind the scenes, specialty pharmacy teams work with providers to identify required documentation, complete and submit prior authorization materials, and coordinate with payers. Keeping the process moving can help maintain momentum during a period when patients are especially vulnerable to drop-off. <\/p>\n Some specialty therapies require additional oversight to ensure access barriers are removed and prescriptions progress from receipt to patient dispense. For one chronic inflammatory medication, a manufacturer contracted with Walgreens Specialty Pharmacy to deploy dedicated Pharmacy Operations Program Managers \u2014 specialists who provide end-to-end referral oversight and help navigate payer challenges like prior authorization. <\/p>\n In the first year of adding these specialists, Walgreens Specialty Pharmacy ranked No. 1 in the manufacturer’s network for both conversion and turnaround time, with conversion up 43% and average turnaround time two days faster than network peers.** Improving early conversion is not just a patient experience issue. It\u2019s a critical lever for brand performance.<\/p>\n Days 1-7: Addressing Affordability* <\/strong><\/p>\n Affordability of specialty medications is often one of the biggest points of friction early in the patient journey. When patient costs exceed $250, specialty prescription abandonment rates can approach 60-70%6 and climb higher from there. Providing patients with a clear understanding of what they\u2019ll actually pay \u2014 and what financial support may be available \u2014 can be critical to keeping treatment on track.<\/p>\n At Walgreens Specialty Pharmacy, dedicated support teams play a key role in helping patients navigate these challenges.\u00a0 By connecting patients with copay assistance programs, manufacturer-sponsored programs and advocacy resources, these teams help reduce financial barriers and accelerate access to therapy. The impact of these cost savings efforts can be meaningful. In oncology, for example, 56% of patients pay a $0 copay for both their oncology therapy and comorbid conditions.7<\/p>\n \u201cIt\u2019s really incumbent on the pharmacy to make sure that the patient is aware of any programs that can benefit them,\u201d says Mymo. \u201cAs manufacturers think about launch and access strategy, specialty pharmacy teams can play an important role in helping patients navigate coverage and affordability barriers so they can get on therapy as quickly as possible.\u201d<\/p>\n Days 1-5: Provider Communication & Care Coordination*<\/strong><\/p>\n Strong specialty programs can serve as a central point of coordination between patients, providers, pharmacies and payers, helping reduce administrative burden early in the journey. When patients perceive a gap in the process, they often call their provider directly, creating confusion, duplication of efforts and additional workload on both sides. <\/p>\n Walgreens Specialty Pharmacy helps streamline this process through proactive communication with provider offices from the start. By confirming prescription status, facilitating required documentation and keeping all stakeholders informed, these efforts help ensure a more coordinated, seamless experience.<\/p>\n Days 2-14: Starting Therapy and Continued Support*<\/strong> <\/p>\n Even when access, prior authorization and affordability hurdles are resolved, challenges don’t disappear. Starting therapy can trigger a new set of challenges \u2014 side effects, dose adjustments and knowing when something warrants concern. Specialized therapeutic area teams are trained in the nuances of each medical condition, whether supporting oncology patients managing side effects or patients with bleeding disorders requiring ongoing monitoring. <\/p>\n Understanding patient behaviors through millions of interactions, Walgreens Specialty teams can recommend tailored clinical question sets or digital interventions at pivotal moments in a patient\u2019s treatment journey. \u201cWe\u2019re using data to identify the moments where patients are most likely to struggle and building proactive support around those points in the therapy journey,\u201d says Kathy Kokoski, director of pharma programs operations at Walgreens.<\/p>\n The pharmacy\u2019s RightGuide notifications platform enables manufacturers to deliver co-branded, customized content and brand-specific resources that help patients navigate the unknowns and complexities of a new therapy. \u201cWhen patients receive customized, relevant treatment information when they need it \u2014 instead of inundating them with too much information at one time \u2014 they\u2019re more likely to engage and retain it,\u201d adds Kokoski.<\/p>\n Where Coordination Drives Outcomes<\/strong><\/p>\n In specialty care, coordination matters as much as access itself \u2014 especially during the first weeks of starting therapy.\u00a0Walgreens Specialty Pharmacy\u2019s model is designed to make a complex and often fragmented process feel more connected by combining disease-specific expertise, digital engagement and a national specialty network that keeps all stakeholders aligned throughout the treatment journey.\u00a0In early therapy, initiation and coordination \u2014 not just capability \u2014 are the key drivers of success. <\/p>\n \u201cThe biggest priority is ensuring all the pieces work in coordination during those first 14 days,\u201d says Mymo. \u201cPatients increasingly want to engage digitally, and the ability to communicate with them every step of the way helps keep them informed and connected over time.\u201d<\/p>\n As specialty therapies become more advanced and personalized, the patient experience surrounding treatment is critical to long-term success. The future of specialty care will depend not only on breakthrough medicines, but on how effectively patients are supported through the complexities of accessing, starting and staying on treatment.\u00a0<\/p>\n