Specialty Pharmacies Can Dispense the Emotional Script to Support Patients

Behind every specialty medication is a person facing uncertainty. As this market surges toward unprecedented growth over the next decade, specialty pharmacies are increasingly turning to automation to meet demand and manage costs.¹ However, while efficiency metrics climb, something essential gets lost—the human experience. Specialty pharmacies that prioritize efficiency over empathy risk missing what matters most: Meaningful connection during a critical moment in care.

Colorful capsules. Image Credit: © Alon - stock.adobe.com

Research suggests that adherence may not only be influenced by logistical or clinical barriers, but also by emotional and psychological factors, such as fear, uncertainty, and loneliness. For patients beginning treatment with immunology biologics or other specialty medications, the transition can be daunting, involving new routines, adverse effect concerns, and evolving perceptions of illness. Understanding and addressing these emotional barriers may present an opportunity to improve adherence and long-term engagement.

Human-Centered Approaches to Onboarding

A recent case study explored the impact of a human-first patient support program integrated into a specialty pharmacy's workflow. Rather than relying solely on digital adherence tools or reminder systems, the model engaged trained peer supporters to connect with patients at the outset of therapy. These peer supporters focused on building trust, promoting patient confidence, and creating space for open dialogue around medication initiation.²

Over a 6-month period, the specialty pharmacy reported improvements in adherence metrics, including increases in total fills, patient volume, and portion of days covered (PDC). While these early results are limited in scope, they highlight the potential value of supplementing traditional onboarding programs with emotionally supportive, human-led interventions.²

Beyond Metrics: Creating Space for Patient Expression

Embedding emotional support into specialty pharmacy services may also provide a richer understanding of patient needs. Open, empathetic conversations can uncover barriers that might otherwise go unaddressed, such as stigma, misinformation, or lack of self-efficacy. This patient-centered approach encourages individuals to become active participants in their care, fostering engagement beyond transactional interactions.

From a workflow standpoint, delegating aspects of emotional support to trained non-clinician peers may also allow pharmacists and care teams to focus on higher-acuity clinical needs. In doing so, the model serves a dual purpose: enhancing the patient experience while supporting operational efficiency.

Loneliness and Adherence: Emerging Data

Emotional isolation has emerged as a significant, yet under-recognized, contributor to nonadherence. In a national survey of over 2000 individuals with chronic conditions, more than half of respondents reported that loneliness interfered with their ability to take medications as prescribed. Among those prescribed specialty medications, this figure rose to 70%. These findings underscore the importance of social and emotional well-being in chronic disease management and suggest that interventions targeting isolation may offer meaningful clinical benefits.³

A Broader Perspective on Adherence

A pharmacist engages in conversation with a patient. Image Credit: © Iftikhar alam - stock.adobe.com

Current models often frame nonadherence as a behavioral failure, focusing interventions on education, simplification, or reminders. However, this framing may be incomplete, particularly for patients managing complex or emotionally taxing conditions. Reframing adherence as a challenge influenced by emotional, relational, and psychosocial factors opens the door to more holistic, compassionate approaches to care.

As specialty pharmacy continues to evolve, future models may benefit from integrating emotional support into the standard of care—whether through peer engagement, counseling services, or other forms of relational support. The early data from human-centered initiatives suggest that addressing how patients feel about their treatment may be just as important as ensuring they know how to take it.³

Ultimately, the findings highlight an important shift: improving adherence may not start with technology or automation, but rather with the human experience.

REFERENCES

1. Szczotka A. Navigating the rapid growth of specialty drugs: Opportunities, challenges, and the path ahead. Pharmacy Times. September 2, 2024. Accessed July 10, 2025. https://www.pharmacytimes.com/view/navigating-the-rapid-growth-of-specialty-drugs-opportunities-challenges-and-the-path-ahead

2. Gentry Health Services and Pleio Drive breakthrough in specialty medication adherence with emotional support program. News release. PR Newswire. April 9, 2025. Accessed July 10, 2025. https://www.prnewswire.com/news-releases/gentry-health-services-and-pleio-drive-breakthrough-in-specialty-medication-adherence-with-emotional-support-program-302421039.html

3. Loneliness and Health Behaviors: A Missing Link in Chronic Care. Pleio. April 29, 2025. Accessed July 10, 2025. https://www.pleio.com/loneliness-survey/