1. Does PSI represent a significant opportunity for CVS? Would improving customer service be of significant financial benefit for the company?
• Yes, although CVS attracted 8.5 million new regular customers over the course of one year, approximately 7.2 million customers left CVS during the same period. These regular customers accounted for an estimated 55 million annual prescriptions, which would have contributed to $2.5 billion in revenue.
• Customer service would be an easy order qualifier to improve in order to retain current customers since the industry is already known for poor customer service. This improvement would impact both light and heavy users, and would further increase their customer base as more and more consumers switch from competing pharmacies to CVS.
2. What changes do you recommend to CVS’s existing pharmacy fulfillment process? What IT changes, if any, are required to implement your changes?
We do not recommend any major changes to layout of the pharmacy fulfillment process; however we would like to see other improvements within certain steps.
Data Entry:
• We would like to see an implementation of a better IT system, a system in which prescriptions are also defined by start and end dates in an attempt to minimize needless DUR hard stops created by “conflicts” of drugs.
• Inform remaining refills explicitly with customer and on easy to read drug cases. Ask patient if CVS should contact doctor at each instance of “last refill.”
• As customers drop off their prescriptions, have a form ready to be filled out. This form should ask questions regarding changes made to insurance carriers, jobs, weight, DOB, or any other significant or pertinent data that would disrupt the flow of the production ...