Why consumer experience is clinically important in health care

Consumers should feel confident in those who care for them and help support their health, whether they’re seeing a provider, visiting their local pharmacy, or contacting a care manager.

Trust and confidence build when people feel heard and receive care and support built on compassion, connection and dependability. Studies show that consumers’ trust in their providers affects decisions they make related to their health—from seeking preventive care, to adhering to treatment and medication plans.* That’s why it is vital for those in health care to ensure consumers are highly satisfied with their health journey experiences.

To explore this further, CVS Health® analyzed internal data to see how consumer satisfaction – measured by Net Promoter System (NPS) score, or likelihood to recommend the company – influences health-related outcomes.

Key findings:

• Highly satisfied CVS Pharmacy® patients are more adherent to their prescription medications than non-engaged or unhappy patients.
• Highly satisfied Medicare Advantage members of Aetna®, a CVS Health company, are more likely to receive the flu vaccine and to visit their primary care providers than non-engaged or unhappy members. These same members are more likely to stay with Aetna than non-engaged or unhappy members.

No matter how patients, members and consumers engage with CVS Health for their health needs, we are ready to listen to their needs and support them.

Read the full white paper (PDF), which provides additional details on these findings and highlights some of the ways we prioritize consumer experience.