“We strategically outsource services we shouldn’t do ourselves. But with outsourced programs, we’ve often found higher costs, greater compliance risks, and less control. When you bring things in-house, the level of accountability, insight, and care for the patient is very different.”

“Data becomes a signal when it tells you what needs to change and what to do next. It’s not just about looking at numbers on a dashboard.”

“The challenge has always been getting timely, accurate hub and SP data. By the time an issue is flagged, someone may have already acted on it, or it’s too late in the process.”

"The key driver for bringing Patient Services in-house is simple: we believe we can do it better. Especially in rare disease, we need to support every patient, build that relationship over time, and help them successfully start and stay on therapy."

“As leaders focus more on whether investments are improving patient starts and persistence, Patient Services is being pulled further upstream alongside brand strategy. It’s a great place to be but we have to be ready for it.”

"We don’t have all the answers on what AI means for Patient Support Services yet. But if we’re not figuring out how to leverage it, we’re already behind.”

“If you want to stay competitive and keep pace with innovation in patient services, you have to start seeing it as an enterprise capability—not something that sits within individual business units.”

“Because the FRM work isn’t transactional, applying a sales model to measuring it only goes so far. We were never able to see FRM engagement until we had a platform for it. Once leadership saw the data, they quickly realized this was a different type of interaction.”

"The way information is collected, processed, and turned into recommendations is radically different than it was even three years ago. Staying relevant requires a new infrastructure and that’s a heavy lift organizations need to lean into."

“It was valuable to have the opportunity to connect with colleagues and hear different perspectives. You have built such a welcoming, thoughtful, and talented team, and that really came through in the care and energy you put into the entire experience.”

“Events like this help me connect with industry peers and keep my finger on the pulse on what’s going on in the marketplace. I came away genuinely impressed by the energy and passion of the team brining this event together.”

“Conferences like this are where you really learn from people and hear what’s happening in practice, beyond the sales pitch.”