People-Powered, Tech-Enabled Pharmacy Experience
A Tech-Enabled, People-Powered Pharmacy Experience
Digital First, Not Digital Only
In today’s rapidly evolving healthcare landscape, technology plays a crucial role in enhancing pharmacy care. Digital tools provide accessibility, personalization, and convenience, improving the overall experience for patients and pharmacists alike. However, while digital innovation is vital, it must complement—not replace—the human connection that remains the foundation of pharmacy care.
Our 2024 Rx Report highlights the significance of a tech-enabled, people-powered approach to pharmacy services. The findings confirm that consumers value a seamlessly connected digital experience, but they also emphasize the enduring importance of face-to-face pharmacist interactions. According to our research:
- 70% of Americans believe that in-person engagement with their pharmacy team is essential.
- Nearly half (48%) of consumers would consider switching pharmacies if digital-only interactions were their only option.
- 95% of pharmacists assert that personal engagement with patients is critical to ensuring positive health outcomes.
These statistics reinforce a crucial point: while technology can streamline pharmacy services, it should enhance—not replace—the human element that is key to quality patient care.
Enhancing the Digital Pharmacy Experience
To meet the evolving needs of patients, we have significantly improved the digital pharmacy experience through the CVS Health® app. This all-in-one digital solution empowers patients to:
- Manage prescriptions more efficiently
- Refill medications with ease
- Schedule pick-ups or deliveries at their convenience
With over 14 million active users, the app has become an indispensable tool for simplifying medication management.
For patients requiring specialty pharmacy services, managing complex health conditions can be overwhelming. To better support these patients, we have introduced secure, two-way messaging between specialty patients and CareTeams—a dedicated group of pharmacists and nurses who offer guidance and support. This digital feature has been widely embraced, with over 97% of active CVS Specialty® patients opting for digital communication as their preferred method of engagement.*
Increasing Efficiency and Expanding Pharmacy Roles
A digital-first approach not only improves patient access but also creates additional capacity for pharmacists, allowing them to expand their roles beyond traditional dispensing. Our research shows that:
- 74% of community pharmacists want to provide clinical healthcare services beyond prescription fulfillment.
- Many pharmacists are eager to take on immunizations, preventive care, and chronic disease management where regulations allow.
By leveraging technology-driven efficiency, we are enabling our pharmacists and pharmacy technicians to elevate their roles within the healthcare system. Digital tools help reduce administrative burdens, allowing pharmacists to dedicate more time to patient-centered care and consultations.
Optimizing Pharmacy Workflows Through Technology
Beyond patient-facing benefits, technology also enhances the pharmacy team’s experience by streamlining workflow operations and improving overall efficiency. Some key innovations include:
- Self-service digital tools that allow patients to complete routine tasks independently, reducing call volume and administrative workload.
- Advanced workload-sharing models that optimize resource allocation across our extensive network of community pharmacies. This model, where allowed by state law, helps distribute tasks dynamically, ensuring pharmacy teams can focus on high-value clinical care rather than routine administrative work.
- AI-driven safety and efficiency solutions that prioritize medication accuracy, prevent errors, and improve processing speed.
By integrating these digital solutions, we help pharmacists spend more time on patient engagement, allowing them to provide expanded clinical services and offer more personalized interactions.
The Future of Tech-Enabled Pharmacy Care
Innovation is at the heart of everything we do. Our tech-enabled approach ensures that pharmacy care remains personalized, convenient, and accessible for all patients. At the same time, it empowers pharmacy professionals, enabling them to focus on what matters most: patient health and well-being.
As we continue to enhance our digital and in-person pharmacy experiences, our commitment remains steadfast—to blend technology with human expertise, ensuring that pharmacy care is both cutting-edge and deeply personal.
