Hubs East 2025: Navigating Specialty Medication Onboarding

PC: How does Pleio’s GoodStart program assist specialty pharmacies in improving patient engagement and adherence?

Butler: Onboarding onto specialty medications is a complex and often overwhelming process for patients. That’s the core challenge Pleio addresses with our GoodStart program. We focus on delivering patient-centric support to specialty pharmacies through a comprehensive, wraparound solution. Our approach ensures that patients receive their medication, understand the process, and feel supported every step of the way.

A key part of our program is helping patients navigate the specialty pharmacy process—explaining what to expect, which teams will be involved, and what lies ahead. We create a judgment-free space where patients can take a breath, process their diagnosis, and feel reassured that someone is checking in on them.

Through GoodStart, our GoodStarters personally reach out to patients, welcoming them to the pharmacy. After they receive their prescription, we follow up to provide additional guidance—building their knowledge, skills, and ultimately, their confidence in managing their medication regimen. We also connect them with valuable resources they may not have previously known about.

Full Interview Summary: 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.