2025 was a year of accelerated change in patient services.
From shifting payer expectations to increasing therapy complexity, the access landscape pushed manufacturers and PSP partners to evolve quickly — and rethink the operational models supporting patients, providers, and caregivers.
At eMAX Health Patient Services, we saw five themes consistently reshape program performance and future planning. These trends will continue into 2026, and the manufacturers who plan for them now will be positioned to move faster and smarter.
1. PAP Sustainability Pressure Intensified
Foundations tightened eligibility.
Funding windows shortened.
Manufacturers faced mounting scrutiny around program logic and documentation.
PAPs built on outdated assumptions struggled.
Those with diversified eligibility approaches and cleaner documentation — supported by real-time systems — adapted better and maintained patient continuity.
2. Alternative Funding Expectations Grew
Manufacturers were pressed to offer broader affordability solutions that extend beyond traditional free-drug pathways.
The demand grew for programs that:
- integrate multiple affordability options
- incorporate clear, compliant eligibility logic
- reduce reliance on unpredictable external funds
This elevated the importance of technology-enabled PAP decisioning and transparent rules.
3. Hybrid Operational Models Outperformed “Either/Or” Approaches
Manufacturers increasingly moved away from all-in outsourced models or all-in internal models.
Hybrid design — blending internal control with expert external execution — delivered stronger:
- visibility
- speed-to-therapy
- operational resilience
- data quality
The flexibility of hybrid models proved essential across PSP types and therapeutic areas.
4. Benefit Crossover Friction Became More Visible
More therapies spanned medical and pharmacy benefits, especially in oncology, biologics, neurology, and infused therapies.
Brands struggled with:
- duplicated benefit investigations
- inconsistent PA routing
- mismatched documentation
- longer time-to-therapy
PSPs that unified data, eliminated duplicative workflows, and connected stakeholders reduced friction and moved patients faster.
5. Human-Centered PSP Design Became Non-Negotiable
Throughout 2025, “patient experience” became less of a theme and more of an operational requirement.
Programs that prioritized:
- caregiver support
- provider clarity
- FRM visibility
- real-time communication
- simplified materials
…saw higher adherence, fewer restarts, and stronger provider trust.
Human-centered design became a core operational principle — not a campaign message.
Where these trends lead next
Together, these trends signal a future where PSPs must be:
more connected, more flexible, more transparent, and more intentionally designed.
The access challenges of the last year won’t fade — but the PSP models built to manage them are already evolving.