Patients from across the Mountain West rely on the University of Utah Hospital for their health care needs. However, the ability to fill prescriptions often varies greatly among them. While some find it routine to wait for their medications, others face difficult financial decisions regarding life-saving prescriptions.
Christopher Hansen, PharmD, an outpatient pharmacy manager at University of Utah Health, highlights a pressing issue: “Spending $150 on insulin is not uncommon. That’s someone’s food budget, right? Many patients decide that if they can’t afford it, they’ll just go without it, which is extremely dangerous.”
This situation is particularly dire for the one in three Utah residents dependent on insulin to live. People diagnosed with type 1 diabetes require multiple vials every month. Although a new Utah state law caps insulin copays at $30 per month for a 30-day supply, it overlooks more than 275,000 residents who lack health insurance.
In response to this alarming reality, the Medication Support Services (MSS) program was established at U of U Health in 2018. Observing that uninsured and under-resourced patients were leaving appointments without prescriptions, pharmacists decided to take action. Utilizing savings from the 340B Drug Pricing Program, MSS provides over 18,000 prescriptions annually from U of U Health’s five hospitals and 12 community clinics.
Initially designed for uninsured patients, the program quickly evolved. Pharmacists recognized that many individuals who could access certain insurance plans were still unable to afford their medications. Hansen emphasizes that MSS was created to serve anyone unable to pay for necessary treatments, ensuring all patients can get the care they need.
To qualify for MSS, patients visiting U of U Health facilities must answer three simple questions: whether they have insurance, their income, and the size of their household. If a patient’s income is below 150% of the federal poverty level, they receive full payment coverage without further inquiry. The program also ensures access to translators for non-English speakers.
MSS operates efficiently. When patients inform their providers or pharmacists of their need for assistance, they can receive full coverage within minutes. For those who visit on weekends or after regular hours, pharmacy technicians are available to prevent any oversight in treatment access.
In cases where patients leave the hospital without signing up for MSS, they can still enroll through over-the-phone screening. Additionally, rural patients without nearby access to a U of U Health pharmacy can benefit from mail pharmacy services. Once enrolled, patients can receive a 30-day supply of medication at a time for up to six months. If they still require medications after this period, they can qualify for continued assistance.
Currently, the MSS program excludes certain controlled substances and high-cost specialty medications, but its list of covered medications continues to expand. Not only does it cover vital prescriptions such as inhalers and blood pressure medications, but it also includes over-the-counter options like Tylenol and Benadryl. This is especially essential for parents who need relief items for their children during emergencies.
The scope of MSS has also grown to include mental health services, thanks to the opening of the new Kem and Carolyn Gardner Mental Health Crisis Care Center at Huntsman Mental Health Institute in March 2025. This facility provides immediate support for individuals seeking mental health and addiction recovery services.
Individuals qualifying for this program can receive free prescriptions for medications addressing anxiety, depression, and psychosis. This expansion not only underscores the importance of mental health care but also reflects U of U Health’s commitment to serving the broad population utilizing MSS.
According to Anthony May, PharmD, MBA, pharmacy director at U of U Health, “For patients who have stopped taking their meds or arrive in crisis, MSS offers a barrier-free means of accessing essential medications.”
Many of the medications covered by MSS are considered everyday necessities. However, prohibitive costs often prevent patients from adhering to their treatment plans.
Thanks to the 340B Drug Pricing Program, U of U Health can reinvest its savings to facilitate patient access to essential medications and treatments. For those who can now confidently fetch their prescriptions from the pharmacy, the benefits extend beyond medical needs—they affirm a sense of humanity and dignity in their health care journey.
With initiatives like MSS in place, U of U Health demonstrates a commitment to ensuring that every individual, regardless of their financial circumstances, receives the essential health care they deserve.
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