Manufacturer Patient Services programs are being squeezed from every direction. Breakthrough therapies and AI are rewriting the playbook for how services are delivered, while copay accumulators, shrinking charitable funding, and challenging payer access policies are making it more difficult for patients to access the treatments they need. This all while shrinking budgets, and new direct to patient models are changing the service delivery landscape. The mandate is clear: transform or fall behind.
In this environment, becoming a Best Practice Organization (BPO) is both more difficult and more essential than ever. Patient Services leaders must define an ideal future state and actively lead their teams toward it, anticipating change rather than merely reacting to it.
This white paper distills the findings of Blue Matter’s Best Practice Patient Services Organization Study, conducted in March– April 2026. Through 21 in-depth interviews with senior Patient Services leaders across 19 large, mid-size, and emerging biopharma companies, this study identifies the key success factors, emerging trends, and actionable recommendations that define what it means to be a best practice Patient Services organization today.
