FAQ: Inside Pharma’s Changing Hub Landscape

Pharmaceutical manufacturers are reassessing how they deliver patient access and support services as therapy options increase, become more complex, and affordability barriers continue to challenge treatment initiation and adherence.

The global market for pharma hub and patient access support services was valued at approximately $3.55 billion in 2025 and is projected to approach $10 billion by 2035, reflecting growing demand for services that help patients navigate benefits verification, prior authorization, financial assistance, and ongoing therapy support.¹

At the same time, hub operating models are under pressure. Manufacturers are increasingly evaluating vendor consolidation, selective insourcing, and hybrid approaches as they look for greater scalability, visibility, and control over patient experiences.

Here is what pharma companies need to know about the state of hub services in 2026.

Why Are Manufacturers Rethinking Their Hub Service Models?

The growth of high-cost specialty therapies has increased demand for patient support programs that can address increasingly complicated access pathways.

Many patients face delays between prescription and therapy initiation due to payer restrictions, affordability concerns, and administrative requirements. Across 99 novel medicines launched between 2020 and 2024, only 35% of first-year prescriptions were filled on average, with 49% rejected by payers and 17% abandoned after payer approval.²

Those challenges have increased pressure on manufacturers to ensure hub programs are not simply administrative services but active components of access and adherence strategies.

Manufacturers are also reevaluating existing vendor relationships. A 2026 survey found that 45% of biopharma executives were considering hub vendor consolidation between 2026 and 2028, while 39% reported leadership pressure to move at least some hub functions in-house.³

The goal is not necessarily to bring all operations internally, but to build models that improve patient experience, increase operational flexibility, and provide better visibility into where patients encounter access barriers.

What Is Driving Hub Transitions in 2026?

Hub transitions are increasingly viewed as operating model changes rather than simple vendor replacements.

Manufacturers are looking for partners that can support more complex therapies, integrate data across the patient journey, and deliver greater operational scalability. However, transitions carry significant risk because they often occur while patients are actively seeking therapy or already receiving treatment.

A poorly executed transition can create delays, lost information, or confusion for patients and providers. To avoid disruption, manufacturers and hub providers are emphasizing detailed transition planning, including patient data migration, staff training, communication plans, and periods of operational overlap.

The objective is for the transition to be invisible from the patient perspective. Patients should not experience changes in support simply because the organizations managing those services have changed.

How Is Digital Transformation Changing Hub Services?

Digital transformation in hub services is moving beyond adding standalone tools and toward creating more connected patient support ecosystems.

Manufacturers and hub providers are increasingly using automation, analytics, and artificial intelligence to identify access barriers earlier, improve workflow efficiency, and provide more actionable insights throughout the patient journey.

Electronic benefits verification, automated workflows, and real-time data visibility can reduce administrative burden and accelerate access decisions. However, technology is being viewed as a way to improve coordination rather than replace human interaction.

The most effective digital strategies focus on reducing friction across the entire patient journey, from prescription enrollment and benefits verification to affordability support and ongoing adherence monitoring.

Are Traditional Hub Channels Becoming Obsolete?

Despite increased investment in digital tools, phone calls, faxes, paper workflows and human support remain important parts of patient support programs.

Many patients and providers continue to rely on traditional channels, particularly when navigating complex therapies or challenging access situations. Many modern hub models are therefore moving toward hybrid, omnichannel approaches that allow patients and providers to engage through their preferred methods while improving efficiency behind the scenes.

Rather than replacing human support, digital capabilities are being used to make those interactions more effective by organizing information, reducing repetitive administrative work, and helping support teams intervene earlier.

A successful hub strategy in 2026 is not defined by how much technology it uses, but by whether it reduces delays, improves communication, and makes support easier to access.

Why Does Hub Performance Matter for Medication Adherence?

Access delays and affordability barriers can have significant consequences for patients, manufacturers and the broader health system.

Medication nonadherence contributes to substantial healthcare costs, with estimates placing the annual burden in the United States at more than $528 billion.⁴

For specialty therapies, even short disruptions can affect whether patients begin treatment, continue therapy, or remain engaged with support programs.

Hub services play an increasingly important role in reducing these barriers by helping patients navigate insurance requirements, financial assistance programs, and other obstacles that can prevent timely access.

Should Manufacturers Outsource or Insource Hub Services?

The decision between outsourcing and insourcing is becoming less binary. Many manufacturers are moving toward hybrid models that combine internal oversight with external expertise.

Manufacturers often want greater control over strategy, patient experience design, and access insights while relying on external partners for operational execution, technology capabilities, and scalability.

Key factors influencing the decision include:

• Complexity of the therapy and patient population
• Speed required for launch or expansion
• Need for specialized technology and analytics capabilities
• Control over patient data and experience
• Ability to scale operations efficiently

The most effective model depends on the manufacturer’s goals, resources, and portfolio needs. For many companies, the future of hub services will involve strategic ownership internally with specialized execution supported through external partnerships.

What’s Next for Hub Services?

Hub services are likely to continue evolving as manufacturers seek more proactive, insight-driven approaches to patient support.

Future models will focus on better integration across manufacturers, providers, specialty pharmacies, payers, and patients while balancing digital innovation with human-centered care.

As access challenges become more complex, hub programs will increasingly be measured not only by operational efficiency but by their ability to reduce friction, improve time to therapy, and support better patient outcomes.

References

1. Grand View Research. Pharma hub and patient access support service market size, share & trends analysis report, 2025-2033. Updated July 2026. Accessed June 24, 2026. https://www.grandviewresearch.com/industry-analysis/pharma-hub-patient-access-support-service-market-report
2. Prichett J. IQVIA Institute: U.S. medicine use climbs amid continued affordability and access challenges. IQVIA. June 16, 2026. Accessed June 24, 2026. https://www.iqvia.com/blogs/2026/06/us-medicine-use-climbs-amid-continued-affordability-and-access-challenges
3. Cardinal Health. 2026 patient hub outsourcing and insourcing trends. Accessed June 24, 2026. https://www.cardinalhealth.com/en/services/manufacturer/biopharmaceutical/patient-access-and-adherence/hub-evolution-reports/2026-patient-hub-outsourcing-and-insourcing-trends-infographic.html
4. Klein D. Medication non-adherence: A common and costly problem. Patient Advocate Foundation. June 2, 2020. Accessed June 24, 2026. https://www.panfoundation.org/medication-non-adherence/