Reimagining Digital Engagement: How Relay and Valeris Are Creating a Unified Digital Pathway

At the 2025 Patient Support Services Congress, Relay Network and Valeris took center stage with a compelling session titled “Reimagining Engagement: A Unified Digital Pathway for Patients,” presented by Oliver Dunford, VP of Life Sciences at Relay Network, and Cyndi Brown, Director of Patient Services at Valeris. The session spotlighted an all too familiar pain point in healthcare: the fragmented digital experience patients face across their care journey.

Oliver and Cyndi shared a compelling case for unifying the digital experience from the start, citing anecdotes from Cyndi’s personal experience in the industry for more than 20 years coupled with Oliver’s vision for leveraging Relay’s mobile-first channel as the solution to connect the dots. The common theme throughout the session: the patient should be at the center of everything you do, and the industry needs to do more to remove friction from a patient’s digital journey to therapy. The blog below details their conversation that was well-received by the audience.

The patient journey today often includes disjointed touch points—beginning with paper leaflets at the provider’s office, followed by apps to download from hubs, and then separate notifications from pharmacies. This ultimately creates a negative patient experience: rife with friction with a direct impact on patient outcomes.

Oliver’s vision is lofty: an industry that provides a more seamless and coordinated digital experience for patients across the vendors in the ecosystem. The industry will need to get smarter with data aggregation and become comfortable partnering with the competition, after all, no one vendor can do it all. This truly puts the patient at the center of what we do.

Cyndi emphasized that most patients encounter support services only after seeing their doctor, often without realizing what help is available. Relay allows manufacturers and hubs to make an approved digital introduction—via text—at the point of care or through specialty pharmacies, opening a seamless, branded experience for patients. Valeris is successfully leveraging the Relay Patient Feed as a core component of their patient engagement experience.

The Relay Patient Feed can act as a single interface for everything: onboarding, education, co-pay, delivery tracking, even HIPAA/Program consent. It’s an approach rooted in simplicity and driven by data.

One major breakthrough discussed: Relay’s work to address the ~70% of patients who bypass patient support programs and go directly to specialty pharmacies. By partnering with pharmacies, Relay sends digital experiences that introduce patient support programs and allow the patient to provide program and HIPAA consent for the manufacturer right in the Relay Patient Feed—with the goal of maximizing program enrollment and improving patient outcomes.

Both speakers stressed the importance of collaboration. Whether integrating data feeds from competing vendors or building around existing pharmacy and co-pay systems, success hinges on putting the patient first.

Cyndi added, “It is a coordination, it is a handholding and a partnership because ultimately we want the patients to continue to stay on medication. So, it is some work, but it’s worth it.”

This session wasn’t just a showcase of new tech—it was a roadmap for what patient support should be: coordinated, compliant, and consumer-grade. By rethinking digital delivery and working across the ecosystem, Relay and Valeris are proving that better patient experiences are not only possible—they’re already happening.

For more insights, tune into the entire conversation here.

If you are interested in learning more about Relay and the Relay Feed, reach out to sales@relaynetwork.com

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