Cell and gene therapies (CGTs) represent one of the most profound breakthroughs in modern medicine, offering the possibility of durable or even curative outcomes for diseases that were once considered intractable, including spinal muscular atrophy (SMA) and sickle cell disease. Yet the same scientific complexity that makes CGTs so transformative also makes them extraordinarily difficult for patients to access.

Unlike traditional medicines, the delivery and use of these therapies require a tightly choreographed sequence of events that links patients, providers, payers, and manufacturers across an intricate network of logistics, supply chain, and care coordination. At every step, patients encounter distinct challenges, and the right support is crucial to ensure their treatment journey moves forward.

In this environment, we need to reimagine the patient support model. To ensure that life-changing therapies reach the patients who need them, biopharma companies must evolve beyond traditional support programs and build patient hubs purpose-built for the CGT journey.

What makes the CGT patient journey different

CGT patients have a treatment experience unlike any other. In the case of cell therapies, many treatments involve extracting cellular material from patients. The timing of collection, manufacturing, storage requirements, shipment, and infusion process must be perfectly aligned, and even a short delay can jeopardize the therapy’s viability.

Financial complexity adds another challenge for patients. CGTs are typically high-cost therapies and obtaining approval from insurance requires a multi-step prior authorization process, extensive documentation, and coordination between treatment centers and payers. According to McKesson’s 2025 Cell and Gene Therapy Report,¹ issues with insurance coverage is the top factor oncologists cite as to why patients who are referred for CGT treatment ultimately don’t receive it. In addition, nearly all payers cite high administrative burdens and inconsistent clinical documentation as major sources of friction when it comes to approving coverage for CGTs.

After treatment, patients may face post-treatment monitoring periods, which may require them and their caregivers to stay near a qualified treatment center for weeks. This can present a major access challenge for many patients. Our analysis featured in our CGT report identified just 436 qualified treatment sites across the US, most of which are located within large metropolitan academic medical centers, leaving millions of Americans hours away from the nearest site of care. For patients in rural or underserved areas, these travel requirements can be a prohibitive barrier.

Finally, the emotional toll of the CGT journey cannot be overlooked. Patients and caregivers face uncertainty around a novel treatment, the emotional strain of severe disease, and the stress of managing complex post-treatment protocols. In our survey, many oncologists noted that emotional readiness and trust in the therapy itself often determine whether patients proceed with CGT treatment.

Along with enormous potential to improve outcomes for patients, these scientific breakthroughs bring an unfamiliar and complex treatment journey for patients.

CGTs demand more from a patient hub

Patient hubs serve a critical role in helping patients to access the therapies they need, often serving as an intermediary between patients, providers, and payers to streamline insurance approvals and support care coordination. However, traditional patient hubs were designed for high-volume therapies with standardized processes. They focus on efficiency, not on the high-touch, individualized support that CGT patients require. As a result, legacy hubs often fall short when it comes to CGT patients.

Supporting a CGT patient means coordinating multiple parallel journeys—clinical, logistical, and financial—all while addressing the emotional needs of patients and caregivers. The complexity demands a fundamentally different model built around deep therapeutic expertise, hands-on navigation, and seamless integration between human support and technology.

To deliver optimal support for a patient undergoing CGT treatment, a next-generation patient hub should include the following elements:

• Dedicated case management: Every patient should have a single point of contact to navigate the multi-layered treatment and reimbursement process. CGT case managers should be trained in the nuances of each therapy, its manufacturing process, and specific clinical pathways.
• Technology-enabled coordination: Technology and expert case management must work in tandem to create a unified, patient-centric experience.
• Customizable hub services: Every CGT patient journey is unique, so having customizable, scalable services that can be configured to address specific needs is essential. These services include benefits verification, prior authorization support grounded in CGT reimbursement expertise and educational resources. They also include access to CGT experts who can empower patients to make informed decisions and actively participate in their care process, and personalized support from a dedicated case manager who can coordinate travel to the treatment center, infusion scheduling, and post-treatment care.

By combining these elements, a purpose-built hub can reduce delays, improve adherence, and strengthen confidence among patients, providers, and payers alike.

Support for commercial and patient success

The logistical, financial, and emotional demands of CGTs require a new generation of patient support that goes beyond retrofitting existing models. Purpose-built hubs that combine advanced technology platforms with dedicated case management offer a more sustainable path forward. They are essential not only to supporting patients, but also to ensuring the commercial success of these therapies.

For manufacturers, a specialized hub provides visibility into real-world patient experiences and outcomes, helping demonstrate long-term value to payers. For providers, it creates a bridge between treatment centers and patients, simplifying coordination and easing administrative burden. And, for patients, it delivers the guidance and reassurance they need to move forward with confidence.

As of 2025, there are approximately 845 CGTs in late-stage development, and early advances are emerging in diseases with broader patient populations, such as lupus, diabetes, and heart failure.¹ As these therapies reach approval, the number of eligible patients will expand dramatically—as will the needs for patient support services. The only way to scale access effectively is through infrastructure designed to meet the distinct needs of CGT patients from the start.

Purpose-built patient hubs will play a defining role in the future, by ensuring that the promise of CGT innovation translates into real-world impact for the patients whose lives stand to be transformed.

About the Authors

Joe DePinto is head of cell, gene, and advanced therapies at McKesson, and Ela Lourido is vice president and general manager, Biologics by McKesson.

References

1. InspiroGene by McKesson. 2025 Cell and Gene Therapy Report: Advancing the Future of Medicine. Published October 6, 2025. https://inspirogene.com/cgt-report/