At Evernorth Health Services, we believe pharmacy services should offer more than prescriptions – they should deliver peace of mind. Every day, our pharmacy teams from Accredo Specialty Pharmacy and Express Scripts Pharmacy support patients through expertise, empathy, and action. Whether racing against the clock to deliver lifesaving medication in the middle of the night, navigating international logistics to reach a patient abroad, or removing barriers to care at home, our pharmacy professionals go to extraordinary lengths in support of the people we serve.
Maintaining care for PAH patients – even in the middle of the night
Pulmonary arterial hypertension (PAH) is a serious condition in which patients experience dangerously high blood pressure in the lungs. For many PAH patients, continuous therapy through an infusion pump – 24 hours a day, seven days a week – is not optional, it’s lifesaving. A single interruption can lead to sudden cardiac arrest and even death.
One night, just after midnight, PAH patient Mary* called a local Accredo Specialty Pharmacy with only three hours of medication left in her pump. Within those hours, Atif Ali, a pharmacy manager, met Mary and her family at the pharmacy in person to supply the medication she needed to continue her therapy.
It was 3 a.m. on a different night when PAH patient Dan’s* infusion pump malfunctioned. He immediately called Accredo and informed pharmacy manager Lam Banh. Within an hour, Lam arranged for a new infusion pump to be delivered straight to Dan’s home, ensuring his treatment continued without disruption.
Overcoming transit issues to ensure medication delivery
Robert,* a PAH patient who was prescribed infused prostacyclin therapy in the United States, was traveling in Europe with his family when he faced an unexpected challenge: accessing critical medication. Customs restrictions and shipping delays threatened to disrupt his therapy, putting his health at risk.
When Beth Michel, an Accredo staff pharmacist manager, was alerted to the situation, she worked closely with Robert, his family, his doctor, and prescribers in Europe to arrange a cross-ocean delivery, navigating complex international shipping logistics and customs regulations. Soon, Robert received his much-needed medication so he and his family could continue their travels without any interruption in therapy.
Removing barriers to care for patients who put others first
Jim* had trouble managing his diabetes while also serving as the primary caregiver for his wife. Every day, Jim faced the reality that leaving home to pick up his medication at the pharmacy meant leaving his wife alone – something he simply couldn’t do.
Fortunately, Theary Rabino, a staff pharmacist with Express Scripts Pharmacy, noticed that Jim wasn’t refilling his diabetes medication regularly, and contacted him to find out why. Jim admitted that his commitment to his wife’s care, plus the cost of his prescriptions, affected his ability to focus on his own health.
Theary suggested switching to Express Scripts Pharmacy home delivery. The change solved both problems – Jim could stay home with his wife, and the program also lowered his out-of-pocket costs. Jim agreed to the plan and has filled his prescriptions consistently ever since.
Our dedication to keeping care on track
These examples reflect the unwavering commitment of our pharmacy professionals to support patients through life’s most challenging moments. By listening, responding, and finding solutions, they ensure pharmacy care continues without interruption, fostering confidence in each patient’s treatment journey. Behind every prescription is a patient’s story, supported by a team dedicated to making health care easier, especially when it matters most.
* Names and identities have been changed to protect the privacy of the patients in this article.
