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The Patient Advisory Board: putting member voices first
The Patient Advisory Board is an industry-first initiative that brings real member voices directly into experience design, benefit communication, process improvement and service innovation.
Why we're doing this
A member’s healthcare journey can change at any time with a new diagnosis, an unexpected illness or evolving healthcare needs. We created this forum so we can listen, surface insights and act.
Listen
With intention, in real moments
Surface
Access delays, literacy gaps, handoff breakdowns
Act
Simpler comms, better tools
For your clients, that means benefit decisions grounded in what members actually experience—not assumptions.
That means the feedback we act on reflects the range of populations your clients serve
No cost to clients or members
Patient representation from labor unions, health systems, public sector organizations and employer groups
Fully backed by Express Scripts® resources
Direct leadership involvement, ongoing priority
Recap of June Patient Advisory Board meeting in St. Louis
The June session brought participants back together to reflect on insights from the previous meeting and further inform the future of our pharmacy experiences.
Participants shared feedback directly with leadership through written reflections, explored upcoming member experience features and tools and engaged in interactive breakout sessions to evaluate concepts and provide input. The day also featured a creative workshop designed to spark fresh thinking, along with a tour of the St. Louis Lab that offered a firsthand look at innovation in action.
Patient Advisory Board winter session
The second Patient Advisory Board meeting was held virtually on February 26, 2026. It continued to build on the foundation established at the inaugural fall meeting, through small-group breakout sessions.
By the numbers:
35
participating patients with diverse backgrounds and demographics, from 19 states
25
clients represented, spanning labor, national accounts, public sector and health systems
4
hours of collaborative breakout time spent building on the foundation established in the fall
What matters most to patients
Patients value transparency, clear ownership, predictable experiences, trusted advocacy and the right balance of human expertise and digital support.
Tracy, Kentucky
