ARLINGTON, Va.– Surescripts®, the nation’s leading health intelligence network, released a new report showing that while nine in 10 prescribers and pharmacists consider patient experience very or extremely important, many feel they have little ability to improve it.
The survey, conducted in partnership with APCO Insight™, found that around 40 percent of clinicians believe they have limited influence over patient experience, despite recognizing its importance. Cost and coverage barriers were identified as major factors disrupting the prescription process. Ninety-three percent of prescribers said out-of-pocket costs influence their prescribing decisions, and most reported challenges in determining patient costs, verifying financial assistance eligibility, and finding payment options. Nearly nine in 10 prescribers said patients frequently ask to delay or change prescriptions due to affordability issues or insurance coverage challenges.
Technology emerged as a key opportunity to transform patient care. A strong majority of clinicians said that tools enabling electronic prescription changes or cancellations, real-time benefit eligibility checks, automated prior authorization, affordable drug alternatives, and patient-facing cost and availability information would help improve patient interactions and outcomes.
“These insights emphasize the truly caring nature of the providers in our country who are committed to improving their patients’ experience while in their care,” said Frank Harvey, Chief Executive Officer of Surescripts. “We have an obligation to continue innovating and empowering care teams with technology that transforms their ability to make a positive impact, helping patients access treatments that are affordable, without delay.”
Tara Dragert, Chief Product Officer for Surescripts, added: “There’s growing recognition that administrative obstacles are hindering clinicians and negatively impacting the patient experience as a result. Fortunately, we’re seeing renewed urgency from all sides of healthcare—including technology leaders, policymakers, and clinicians—to upend this dynamic and make a meaningful difference in how care is accessed by patients. It’s especially promising to see that a significant majority of clinicians are ready to leverage innovative technology to help drive improvements in their patients’ care.”
The survey was conducted between May 28 and June 16, 2025, and gathered insights from 503 pharmacists and prescribers, including physicians, physician assistants, and nurse practitioners. Respondents shared their views on industry challenges, job priorities, prior authorization processes, and interest in technology-driven solutions.
