Article
Patient support services with purpose
Rethinking the model for long-term impact in life sciences
June 20, 2025 · Authored by Mark Scallon, Darren R. Jones
Patient support services and programs are no longer nice-to-have. They are a strategic necessity. In today’s life sciences ecosystem, the question isn’t whether to invest in patient support. It’s how to design programs that truly work for patients, providers and the business.
As therapies are becoming more complex, patient populations smaller and the cost of care continues to rise, life sciences organizations must build support models that go beyond logistical navigation. Effective patient support services simplify access to treatment, build trust and deliver measurable impact while meeting the high bar of regulatory compliance.
A new lens on patient support
Legacy support models were built around access and adherence to treatment. But the market has evolved and so have patient needs. The most effective programs today start earlier, extend further and reflect a deeper understanding of the full treatment journey, from diagnosis to delivery and beyond.
The goal of patient support is to reduce friction for patients receiving treatment and improve outcomes, which means addressing long-standing gaps in areas such as:
- Navigation: Timely identification through diagnostic testing and help understanding complex treatment journeys
- Access and affordability: Insurance verification, reimbursement support and funding coordination with charitable organizations
- Adherence and logistics: Prescription fulfillment logistics, administration training, case management and nurse hotlines
- Education: Ongoing outreach with digestible, disease-specific information that empowers patients
Programs that integrate these touchpoints are better positioned to engage patients and drive outcomes. But success demands more than services, it requires stewardship, transparency and trust.
Companies that embrace this broader view are better positioned to drive meaningful engagement and long-term outcomes. But they must also be ready to answer to regulators, advocacy groups and patients who demand transparency, ethics and results.
