Typical adherence rate
By the numbers
Effect of nonadherence
Maximize value with the adherence advantage
Better outcomes by keeping patients on track
When patients stay on track with their therapies and medications, not only is their health improved but their days are too. Patients who are more adherent are bringing their healthiest and best selves to every situation — including the workplace.
The advantage of adherence
They’re more present.
And their future care will cost you less.
We help clients maximize the adherence advantage by focusing on two key promises: providing individualized patient care and creating simpler pharmacy experiences.
For 35 years, we’ve been reimagining, reinventing, and rethinking pharmacy around our patients. We believe the secret to elevating patient care is personalizing patient care.
Providing individualized patient care
Therapeutic Resource Centers
Patient care advocates
Creating a simpler pharmacy experience
We’re 100% committed to pharmacy. It’s all we do and all we think about. And we believe pharmacy should be simple. Simple for plans and simple for patients.
Time-saving digital tools
Patient-centric products and programs
We are currently developing several products and programs to improve the pharmacy experience for patients and help you maximize the adherence advantage.
Personal Enrollment Specialist
RPh by Request
As a further commitment to continue learning, evolving, and adapting to the changing pharmacy landscape, we partnered with Columbia University Mailman School of Public Health to understand the future impact our pharmacists will make in the health care ecosystem.
Learn what we discovered
The Prescription of Trust
Ask about programs and benefit designs available to encourage members to get the full value of Express Scripts Pharmacy and maximize the adherence advantage.
Learn more about Express Scripts Pharmacy
Founded in 1986, Express Scripts Pharmacy is a
critical component of Evernorth , a health care company dedicated to championing predictable and simple health care.
Evernorth is powered by four core capabilities that bring together world-class health services to deliver a holistic patient experience, redefining health care as we know it.
Every year, we deliver approximately 92 million prescriptions to over 7 million patients.
See our national footprint
Proven pharmacy solutions across the spectrum, from general to complex conditions, delivering the expertise and care people deserve with personalized experiences and seamless coordination.
Innovative, data-driven clinical mental health and care delivery solutions that address emerging issues and make whole-person health more accessible, affordable, and simple.
Advanced analytics, predictive models, custom research and critical insights focused on helping to solve the industry’s most complex challenges throughout the care journey.
Pharmacy and medical benefits management solutions that tackle rising costs by leveraging supply chain excellence and by optimizing medical service and medication usage.
1 Kim, J, Combs, K, Downs, J, et al. (2018, January 19). "Medication Adherence: The Elephant in the Room." U.S. Pharmacist. 2018;43(1)30-34. https://www.uspharmacist.com/article/medication-adherence-the-elephant-in-the-room
Only 50% of patients are fully compliant with their therapies.
That means 50% of your population is at risk for more misssed work days and higher medical costs going forward and you’re paying for pharmacy resources that are going to waste.
Patients need to be fully compliant with their prescribed therapies to get the full effect of those therapies. And to avoid costing themselves — and your plan — more in the future.
Express Scripts Pharmacy’s unique approach to the practice of pharmacy lets you maximize the adherence advantage, allowing patients to get the full effect of their treatments and realize the full value of your plans.
Elevated patient care
Drives higher patient engagement
Ensures better clinical outcomes
Decreases your total cost-of-care trend
Patients who use Express Scripts Pharmacy are 26%–39% more likely to be adherent to their medication when compared to retail pharmacy patients.
This commitment to adherence contributes to our ability to help manage client cost-of-care trend for your pharmacy benefits.
2 Express Scripts Pharmacy compared to retail pharmacies; disease states include diabetes, hypertension and high cholesterol. Hospitalizations and ER visits are all cause, not specific to the disease state.
fewer emergency room visits
Our 1,000+ pharmacists are trained in specific conditions and focused on specific roles — patient counseling, prescription management, quality reviews — to deliver a higher level of patient care, better clinical outcomes, and increased adherence. And they’re available to patients 24/7. No voicemails. No callbacks. No rushed conversations.
Clinical focus, proprietary data/algorithms, and clinical rules help identify issues and engage in moments that matter
Highly focused training that deepens expertise and creates a better patient experience
Behavioral sciences communication training enhances patient outcomes in moments
Every patient conversation is private and personalized, with the right time spent to meet the patient’s need
15 years: average tenure of our pharmacists
7 minutes: average time each patient spends talking to a pharmacist
1.5M: patient counseling and consultation calls each year
Therapeutic Resource Centers (TRCs) provide specialized care and support to patients and caregivers experiencing certain conditions
Patient flagged with TRC condition is connected with a TRC pharmacist
TRC pharmacist provides oversight for safety and effectiveness of medication
Patients are routed to TRC pharmacists while TRC pharmacists also proactively reach out to counsel patients on managing their condition
Ongoing training, clinical reviews, and pharmacist-to-pharmacist consults are integral to the TRC process
A story of real care
Adherence in action
Anna Evans, RPh
One of our pharmacists, Anna, noticed a patient recently diagnosed with diabetes had not had a statin medication prescribed as a standard of care.
Recognizing the importance of this medication, Anna consulted with the patient’s physician and obtained a prescription for atorvastatin.
In addition to ensuring the patient had the right medication to keep on track with their care, Anna also counseled them on the importance of adherence. She even shared handy tips on remembering to take their medication. (Anna also made sure the patient understood both prescriptions relating to their diabetes diagnosis were available through Express Scripts Pharmacy for a $0 copay.)
Because of Anna’s passion and high-touch patient care, the patient chose to have both prescriptions filled by Express Scripts Pharmacy. They are still adherent to their therapy to this day.
We have TRCs focused on six different areas of health
Pharmacists within our TRCs received an NPS score of 82
77% of patients who spoke to a pharmacist within a TRC said they learned something new during the interaction
Patient care advocates combine passion for patients and depth of expertise to answer patients’ questions, providing support when and how they need it.
Immersive training and personalized coaching for each patient care advocate
Real-time behavioral tools encourage personal connection and empathy in every interaction
Speech analytics, call recordings, and post-call surveys enhance the patient experience
Dashboard view of data-driven cues better serve patients in real time
6 years average contact center staff tenure
94.4% patient satisfaction
96.8% first call resolution
A commitment to make getting a prescription convenient, easy, and seamless
Medications are delivered within 5–7 days in discreet packaging with free standard shipping, right to patients’ doors
We provide 90-day supplies of medication, so patients skip up to three trips to the pharmacy with every delivery
Pharmacists and patient care advocates are available beyond normal business hours. Patients can reach out to them 24/7 with any questions they have about filling their prescriptions or about their medications
Patients can track orders and get real-time updates on their online account or on the Express Scripts Pharmacy mobile app
Every national carrier is available to use to guarantee the optimal route, and we adjust
as need for weather or other issues
4 As compared to retail , Internal Analytics, FY 2020–2021
Patients save an average of 33% when they fill prescriptions at Express Scripts Pharmacy
99.99% accuracy rate
Pharmacy anytime and anywhere with an online account — available on desktop or on the Express Scripts Pharmacy app.
Digital tools allow patients to do everything from ordering medications to paying their bills easily and seamlessly.
Check out the mobile app
Over 4 million downloads of the Express Scripts Pharmacy app
Rated 4.8 stars out of 5
We have a wide selection of products and programs that can improve the pharmacy experience for our patients, including ones that help them stay on track with their treatments.
Flexible payment options
Automatically provide timely communication on refill and renewal reminders a nd late-to-fill notifications via email and automated outbound calling
Encourage auto refill enrollment for eligible prescriptions
Allow sign-up for automatic daily dose reminders that are sent to patients’ mobile devices on their preferred schedule
Help patients stay on track with their treatments
Available for eligible 90-day maintenance medications
Easy enrollment on the website or Express Scripts Pharmacy app or by calling a patient care advocate
Express Scripts Pharmacy will contact prescriber
on a patient’s behalf when renewals are needed
Patients can change delivery dates or opt out of the program at any time
Medications sent automatically when needed
Patients can choose to automatically pay when their prescriptions are shipped
Patients can break payments into three installment amounts with no fees or interest
We offer manufacturer coupons that automatically apply savings to eligible orders at checkout with no extra steps from the patient
Making it easier to pay and afford medications
4 Availability based on federal and state regulations
Organizes medications in portable packets by day and time
Prescriptions are coordinated into one delivery for convenience
Dedicated service for new members – inbound and outbound – to help with signing up
Personal Enrollment Specialist
Schedule an appointment with a pharmacist
RPh by Request
Same-day delivery via courier service in select markets
Our research identified six trends that can clarify how the role of pharmacy — and pharmacists — will grow and evolve going forward.
We are well positioned to deliver on our expanded roles and responsibilities and will continue gathering information to ensure the highest quality of patient care — today and into tomorrow.
Download the full Prescription of Trust report here
Pharmacists can help achieve cost and quality goals on the journey to value-based payment models.
Primary care supply shortages and gaps can be filled with pharmacists.
Primary care gaps
The expanded role of the pharmacist will include more patient care activities, especially disease management
Patient care advocates
Pharmacist training and education must be enhanced to meet future needs.
Training and education
There is a high level of trust in pharmacists to take on an expanded role.
Growth in the use of technology, such as telehealth, will help free up pharmacist time to focus on patient care.
Our presence across the country ensures efficient processing and shipping of prescriptions throughout the entire United States, along with the ability to provide the needed flexibility to manage and reroute around specific geographic disruptions.
St. Louis, MO
Fullfillment, contact center
North Huntington, PA
St. Mary’s, GA
In rare situations, callbacks may occur for reasons outside of the pharmacy control, e.g. system outages, extreme weather.