Patient Experience Week 2025 (April 28 to May 2) invites the healthcare community to reflect on the moments that shape how patients feel seen, supported, and cared for. Founded by The Beryl Institute, PX Week honors not just clinicians, but also the teams behind the scenes who influence every part of the patient journey.

In specialty pharmacy, that journey doesn’t end with a prescription. It continues through every shipment, phone call, and coordination point—especially the moment the medication arrives.

A Reminder from the Real World

Not long ago, a specialty pharmacy consignee called simply to say thank you. She described her experience with the service and team as “amazing.” That brief message served as a powerful reminder: the delivery experience matters. It can shape a patient’s trust in their pharmacy, their peace of mind during treatment, and their sense of whether they’re truly supported.

Meeting Patients Where They Are: Why Delivery Matters More Than Ever

Specialty pharmacies play a vital role in helping patients manage complex, chronic, and rare conditions. Many of these therapies require temperature control, time-sensitive coordination, white glove handling, and absolute reliability. Delivery has become one of the most influential and vulnerable touchpoints in the patient journey.

When delays or disruptions happen, the impact is immediate:

  • Adherence suffers. Missed or late doses compromise treatment timelines.

  • Satisfaction declines. Patients lose confidence in their provider.

  • Operations stall. Teams spend valuable hours tracking packages and reassuring patients.

  • Margins shrink. Reships, write-offs, and overnight costs add up.

  • Reputation takes a hit. In a competitive market, patients won’t wait for a second misstep.

Pressure is Rising

As patient expectations increase, so does logistical complexity. According to McKinsey, specialty drug volume is projected to surge through 2025. At the same time, pharmacies face more volatility from carrier inconsistency, flight delays, weather events, and labor shortages. This isn’t just a supply chain problem. It’s a patient experience problem.

Smarter Logistics for a More Human-Centered Future

Forward-looking pharmacies are turning to predictive analytics and AI-powered tracking systems. These tools help teams monitor shipments in real time, flag delays before they reach the patient, and coordinate faster responses with proactive communication. The result is fewer disruptions, stronger patient relationships, and a more sustainable model for care delivery.

Looking Ahead: Delivering More Than Medication

PX Week is about recognition, but it’s also about responsibility. As the last mile becomes the final promise, pharmacies have an opportunity to lead with both innovation and compassion.

By strengthening last-mile visibility and coordination, we can:

  • Reduce patient risk

  • Lighten the load on pharmacy operations

  • Rebuild trust in every touchpoint

  • Deliver experiences patients remember for the right reasons

Because in 2025, the patient experience doesn’t end when a prescription is written. It ends when that prescription reaches the right person, at the right time, with confidence.