Questions and Answers
What are the 3 ways that CVS delivers patient care messages?
POS messaging on the label receipt, live calls, and automated calls
What takes place in the solution definition phase of the product development process?
Develop clear view of value, align stakeholders on requirements, ID potential solutions for meeting those requirements, run mini-tests
What are actionable communications and how are they communicated?
Anything outside of workflow requiring action. They are on the Hub and are prioritized based on urgency
What are the four primary communication vehicles for the field team?
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What takes place in the build and implementation phase of the product development process?
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What is the refill reminder schedule?
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How many order ready reminders are sent and what is the cadence?
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What goes into the myPatientCare Outcomes scorecard?
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What goes into the WeCare scorecard?
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What goes into the MyCustomer Experience Scorecard?
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What are responsibilities at QP?
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What are responsibilities at QD?
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What are the responsibilities at QV?
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What are the responsibilities at pick up?
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What is the only non-customer facing station?
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What are the responsibilities at QT (drop off)?
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What are some examples of programs that use live calls?
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What is the importance of addressing non-adherence?
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How does ReadyFill address forgetfulness?
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What does CVS stand for?
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What is the value of ReadyFill to the pharmacy team?
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What is the target rate for ReadyFill enrollment?
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How are label messages leveraged at POS?
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What are the reporting communications and how are they communicated?
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How does a PBM work?
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Study Notes
Patient Care Communication
- CVS delivers patient care messages through POS messaging on label receipts, live calls, and automated calls.
Product Development Process
- In the solution definition phase, establish value, align stakeholder requirements, identify potential solutions, and conduct mini-tests.
Actionable Communications
- Actionable communications are items outside the workflow requiring action, prioritized by urgency and accessible on the Hub.
Field Team Communication Vehicles
- The four primary communication channels for the field team include the Hub, email, 1-3-1, and RxNet.
Build and Implementation Phase
- Involves activities for rollout across 7,000+ stores, including systems readiness, requirements gathering, coding, testing, and developing training materials.
Refill Reminder Schedule
- The refill reminder schedule is structured as: 1st refill - ARDD -3 days, 2nd refill - ARDD +5 days, 3rd refill - ARDD +18 days.
Order Ready Reminders
- Four order ready reminders are sent on days 2, 4, 6, and 13 following the order.
myPatientCare Outcomes Scorecard
- Components include Readyfill and Text enrollment, Script Sync Enrollment, Adherence Outreach, New Script Pick Up, First Fill Counsel, Prescription Schedule Counsel, and Immunization tracking.
WeCare Scorecard
- Factors include action by Triage Time, verification by Promise Time, managing waiter expectations, prescriber voicemail retrieval, and prescriber outreach.
MyCustomer Experience Scorecard
- Measures Rx availability, courteousness, genuine care, satisfaction with fill time, and pickup experiences.
Responsibilities at QP Station
- Technicians fill prescriptions, answer phone calls, and assist patients at pickup/drive-thru when necessary.
Responsibilities at QD Station
- Staff must acknowledge customers within 20 seconds, verify cellphone numbers, and assist with data entry as required.
Responsibilities at QV Station
- Registered pharmacists verify prescriptions, perform DURs for accuracy and safety, bag prescriptions, and provide customer support.
Responsibilities at Pickup Station
- Complete POS transactions for in-store customers, verify customer information, and assist with consultations if needed.
Non-Customer Facing Station
- The only non-customer-facing station in CVS is production.
Responsibilities at QT (Drop Off) Station
- Technicians handle data entry for scripts, resolve third-party issues, and check stock status.
Programs Using Live Calls
- Live calls are utilized in programs such as Adherence Outreach, New Script Pick Up, and Script Sync offers.
Importance of Addressing Non-Adherence
- Non-adherence leads to $300 billion in avoidable healthcare costs annually, driven by forgetfulness, cost, side effects, and complexity.
ReadyFill and Forgetfulness
- ReadyFill automatically refills prescriptions for enrolled patients and prompts pharmacists to contact physicians when refills run out.
Meaning of CVS
- CVS stands for Customer Value Store.
Value of ReadyFill to Pharmacy Team
- ReadyFill minimizes processing time for scripts as data entry isn't needed, allowing staff to focus on medication stock.
Target Rate for ReadyFill Enrollment
- The target enrollment rate for ReadyFill is 55%.
Leveraging Label Messages at POS
- Label receipts are used to convey health messages to patients, with in-store counseling provided by pharmacists.
Reporting Communications
- Reporting encompasses KMIs (Key Metric Indicators) reported daily and the MyStoreHealth General scorecard updated monthly.
Function of a PBM
- Pharmacy Benefit Managers (PBMs) are contracted by health insurance plans to collaborate with pharmacies and patients in creating formulary drug lists for each plan, aiding in reducing healthcare costs.
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Description
This quiz covers key aspects of patient care communication within CVS, including methods of delivering messages, the product development process, and actionable communications. It also explores communication vehicles for field teams and the implementation phases crucial for successful rollout. Test your knowledge on these essential topics!