Making a difference in the lives of CVS Pharmacy customers

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For CVS Pharmacy Training Store Manager Pablo Heredia, putting his store colleagues and customers first is a natural extension of the commitment he has for his family.

“I tell my team, ‘Most of our patients are people that you don’t know what they’re dealing with, you don’t know the pain they have,’” Heredia explains.

That empathetic perspective helped Heredia earn a 2019 Paragon Award, which recognizes the best-of-the-best among CVS Health colleagues who deliver direct care to patients and customers. Now in its 29th year, the Paragon Awards honor colleagues who embody the core values of CVS Health.

Whether it’s making sure every pharmacy patient knows about the Rx Savings Finder, or training to become a pharmacy technician, Heredia is dedicated to making sure that every customer gets the best care possible when they walk into his San Diego, California, store, and inspires his team to do the same.

Watch above to learn more about what motivates Heredia daily to make a difference in the lives of his store customers.

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POLITICO Q&A with Dr. Lotvin: A New Front Door to Care

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Dr. Alan Lotvin, Executive Vice President and Chief Transformation Officer for CVS Health, recently sat down with POLITICO to highlight how our recently integrated company is transforming the future of consumer health services and addressing needs in chronic disease care.

The conversation centered on the importance of advancing our health care system to meet consumers where they are and when it is convenient for them. According to Dr. Lotvin, “A lot goes into building a consumer-centric health care model. The first part of it is a recognition that we have to organize a health care system around and for the benefit and convenience of consumers.”

Here are four takeaways from his discussion with POLITICO:

  • Managing conditions requires expanded touchpoints care. It can be difficult to improve patient engagement with just three or four doctor visits per year — underscoring the importance of interacting with patients on a more frequent basis. According to Dr. Lotvin, “What we're trying to do is bring more personalized services into people's homes and communities at a point in time when it's convenient for them to interact with us, but also in a way that is on their terms. When they call us to fill a prescription or walk into one of our stores, they're primed to think about their health, and they tend to be very receptive to messages that are promoting health.”

  • Improving patient health is critical to help manage growing costs. According to Dr. Lotvin, the best way to lower total health care costs is to improve overall health. If we can help patients prevent conditions such as diabetes or high blood pressure, we are able to avoid the expenses that are incurred from managing these conditions over an extended period of time. Dr. Lotvin noted that we must first provide better access to more coordinated care and then take steps to ensure that patients are receiving their care in the most efficient setting.

  • Strengthening care coordination begins in the community. Dr. Lotvin shared the example of a diabetes patient to highlight the importance of providing coordinated, high-quality health care services all under one roof. Anyone living with diabetes should have several annual exams and evaluations. These patients are typically required to visit several sites and providers, which can lead to fragmentation. Through our new HealthHUB model, we’re doing more to ensure that these exams and evaluations can all be done within our own four walls and we can help patients identify the next best action.

  • Analytics are key to improving health care outcomes. Through analytics, we are able to turn insights into meaningful health care actions. According to Dr. Lotvin, the acquisition of Aetna provides the company with the opportunity to analyze health care challenges in a more holistic manner and then identify how we can address them at the community level.

The full Q&A can be viewed here.

For more information about CVS Health’s efforts to improve care across the nation, visit our News & Insights page and the CVS Health Impact Dashboard. To stay informed about the latest updates and innovations from CVS Health, register for content alerts and our Leaders in Care newsletter.

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Meaningful Touchpoints with Providers

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Patients prioritize trust in health care delivery when selecting care in their communities. As a front door to health care, CVS Health is committed to serving as a knowledgeable and reliable health resource in communities nationwide. 

From assistance with prescriptions to treating minor illnesses and complex conditions, we offer meaningful touchpoints with health care providers across the continuum of care. Below are three key ways we are enabling real-time, high-quality interactions between patients and providers. 

Delivering Medication Support from Start to Finish

With an estimated annual cost of $290B, non-adherence is an expensive problem for the health care system.http://www.nehi.net/bendthecurve/sup/documents/Medication_Adherence_Brief.pdf CVS Health’s 30,000 pharmacists provide comprehensive medication support, helping to ensure that patients can afford their prescriptions and also take them as directed. For example: 

  • When a patient brings their prescription to be filled, CVS Health’s pharmacists use the Rx Savings Finder tool to review a patient’s prescription regimen, medication history and insurance plan at the pharmacy counter to determine the best way to save money on out-of-pocket costs.

  • CVS Health’s pharmacists provide ongoing medication counseling to help patients better understand their prescription medications, as well as recommend pharmacy services, such as automatic refills or prescription consolidation programs like ScriptSync that result in fewer trips to the pharmacy.

  • With 117 million Americans currently living with a chronic health condition and nearly 90 percent managing their disease with prescription medications, medication adherence is critical to preventing diseases from worsening. CVS Health’s pharmacists offer personalized support for CVS Caremark members through Pharmacy Advisor, a program that engages patients diagnosed with chronic conditions either face-to-face or by phone. 

Managing Health and Wellness Needs 24 hours a Day, Seven Days a Week

It’s not always easy or practical for patients to fit health services into their daily schedules. That’s why CVS Health provides extended hours and technological solutions to help patients receive care when they need it. 

The 125 health services offered at our 1,100 MinuteClinic locations are available during extended hours. These services are delivered by nurse practitioners and physician assistants who are compassionate and highly qualified. In fact, MinuteClinic was the first retail clinic to receive a Gold Seal of Approval from the Joint Commission – helping provide peace of mind that care delivered conveniently can also be high-quality

We’re also leveraging technology to help patients interact with providers around the clock. For example, we recently launched a virtual health care offering through MinuteClinic that directly connects patients to providers via mobile phone 24 hours a day, seven days a week. Through this, a provider can assess a patient’s condition and determine the appropriate course of treatment following evidence-based clinical care guidelines. 

Supporting Patients with Complex Health Conditions

Five percent of the U.S. population drives about 50 percent of total health care spending, with many of these patients dealing with complex conditions often requiring hospitalization. CVS Health recognizes that improving care outside of the hospital setting for these patients is an important step toward improving health outcomes and reducing preventable hospitalization and readmissions:

  • Through Omnicare, CVS Health offers personalized pharmacy support at post-acute care and senior living facilities.

  • Coram CVS Specialty Infusion Services includes a clinical team of nurses, dietitians and pharmacists who deliver infusion therapies, education and support services to more than 50,000 patients each month.

  • CVS Health’s Specialty Connect™ prescription services program offers patients with complex conditions greater choice and flexibility to help them access their specialty medications and expert clinical support.

For more information about CVS Health’s efforts to improve access to quality care across the nation, visit our Quality & Access information center and the CVS Health Impact Dashboard. To stay informed about the latest updates and innovations from CVS Health, register for content alerts and our bi-weekly health care newsletter.

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The Purpose and Promise of Our New Company

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CVS Health and Aetna share the vision of transforming the consumer health care experience. In our new health care model, we are pioneering a bold new approach to total health. We’re making quality care more affordable, accessible, simple and seamless and creating innovations that not only help people get well, but help them stay well in body, mind and spirit.

We bring expertise and care to communities around the corner and across the country, deliver essential products and prescriptions right to people’s doorsteps, provide vital services in their homes, and put a wealth of resources at their fingertips.
This is health with heart: our promise that no matter where someone is on their path to better health, we’ll be with them all the way.  

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