Our purpose
To simplify health care one person, one family and one community at a time
Simplifying the health care experience for every person we serve
Guided by our purpose, CVS Health® is building a more connected, compassionate and accessible health care experience for everyone we serve.
We show up with empathy, listen deeply, and deliver high-quality innovative solutions tailored to people’s unique needs. Because delivering with care is just as important as what we deliver.
Looking ahead, we’re strengthening the trust we’ve built and raising the standard of care — creating simpler, more personalized health journeys for more people, in more places, every day.
Our values
Oak Street Health provides primary care
for older adults with over 230 centers
across 27 states,
most located in underserved communities.
These clinics build long term patient relationships
and provide community activities.
Care teams include
primary care providers,
behavioral health specialists,
social workers, and
pharmacists where possible.
Helping more than
350,000 patients
stay healthy and out
of the hospital.
We care.
We show up with compassion and empathy for our customers and our colleagues.
When I was 18 I became a Mom
and I absolutely was not
ready to be a parent.
I went through a postpartum
depression and yeah, that...
a dark time in my life.
Now, I'm a mom of three beautiful girls
and I work for Aetna Medicare.
My job is to basically assist
customer service representatives
on their phone calls.
“My name is Krystal.”
When members call in very upset
you kind of have to be relatable because
I mean half the time, they're
on the verge of tears.
but you would be too
if you didn't have your medication.
And it kind of gets the
representative upset too.
When that happens,
I have to protect my team and step in.
“How's your day going?”
Because you never really know what people
are going through in life,
it's very important for you
to have empathy and understanding.
“Absolutely,
I'm so sorry to hear that.”
I always empathize with our members.
I recognize people who were like me when I
was struggling with my mental health
as a teen mom.
The therapy I had introduced me
to a new way of seeing the world.
Because of that, I'm able to mentor others
and deliver a high standard
of care in my work.
We innovate with purpose.
We listen, adapt and collaborate to develop leading solutions.
I grew up in New York.
I would see my dad leave for work
at 4: 00 AM, not get home till 8: 00.
And that really taught me
the value of hard work.
"Where's dad at?"
"He's working?"
"Yeah he's working."
I do miss my family in New York,
but change is part of life
and you have to embrace it.
I became the Store Manager
in the downtown Soho store in February
and Since then, the team and I
have transformed the store.
“Come on in.”
“You need help finding anything today?”
We rebuilt the stock room,
modernized the building, created a culture
that our customers noticed immediately.
“Buy one get one free.”
“Thank you so much.”
“Yeah, absolutely.”
“Maybe try this one.”
CVS is always evolving,
introducing new technology to help
our teams work more efficiently.
Most recently, that's meant weekly section
scans with indicators
to make our lives easier.
I introduced a weekly workflow plan.
The result of this was less chaos,
better communication.
“What we up to today?”
Reduced stress and stronger
customer service.
“You need help finding anything?”
“Hey, how’s it going?”
“Thank you so much.”
I don't see this as revolutionary,
but it does reflect a much larger truth.
“Your store has taken
outstanding care of me.”
“Really appreciate that.”
“Thank you very much.”
“Thank you so much.”
At CVS in my journey
success comes from adapting, evolving,
embracing change.
From large-scale projects
across 9,000 stores
to simple innovation
within your own team.
When I was a student
my mom was diagnosed with
terminal lung cancer.
Suddenly, I had to step up.
I had to research treatment options,
clinical trials and eventually, hospice.
It really helped me grow
because sometimes you have to be ready
even though you think you're not.
“We should probably head
out to the bus stop.”
“Are you coming with us?”
Today, I carry those lessons as a
Clinical Operation Manager at CVS Health.
“Where are your shoes, buddy?”
I oversee pharmacists and technicians
to ensure that members get
medications timely and accurately.
“Bye-bye, Aria.”
Recently,
we uncovered a system error
that threatened to delay authorisation
of approval letters, which means members
were not able to get medications.
“Can you give me an update on where we are?”
Multiple teams came together
and printed and mailed letters by hand
to make sure members got their
and approvals without delays.
“Hey, Asher.”
We not only fixed the issue,
we maintained the high standard
of service our patients deserve.
“I am looking for a light.”
As a father, I think about the families
behind every decision that we make
counting on us.
“Have a good one.”
When my mother's health declined,
I remember hoping there was somebody
out there who could care enough to act.
That experience has taught me to take
accountability and to deliver
at the highest standard every single time.
We are accountable.
We operate with transparency and integrity to fulfill our commitments.
At every in-home evaluation, I have
a responsibility to provide a service.
I have to be prepared
to discover a health risk that could
have a huge impact on someone's life.
I'm a Clinical Field Mentor
and Collaborating Physician
for Signify Health.
I perform in-home evaluations
for health plan members.
It's really cool to be a part
of something bigger than just me.
But this role has its challenges, too.
Once during an in-home evaluation, I found
a member with very high blood pressure.
She stopped her medication because she
felt like it wasn't making a difference.
She was more concerned about
the swelling in her legs.
I explained her medication helped
to control her condition called
congestive heart failure, which was
contributing significantly to her leg swelling.
She said a doctor had never explained
that to her before
and now that she understood, she was going to take her medication as directed.
That moment really stayed with me.
Safety is at the center of every
in-home evaluation that I do.
“It's great to see you.”
“I’m going to take your temperature.”
The way that I can make sure that I am
conducting the best possible evaluation is
making the member feel like
I'm putting their safety first.
“And good.”
“Should be a little winded after that one.”
And a quality visit
depends on that connection.
We care.
We show up with compassion and empathy for our customers and our colleagues.
We care.
We show up with compassion and empathy for our customers and our colleagues.
We care.
We show up with compassion and empathy for our customers and our colleagues.
We innovate with purpose.
We listen, adapt and collaborate to develop leading solutions.
We are accountable.
We operate with transparency and integrity to fulfill our commitments.
Oak Street Health provides primary care
for older adults with over 230 centers
across 27 states,
most located in underserved communities.
These clinics build long term patient relationships
and provide community activities.
Care teams include
primary care providers,
behavioral health specialists,
social workers, and
pharmacists where possible.
Helping more than
350,000 patients
stay healthy and out
of the hospital.
We prioritize safety and quality.
We set a high bar, with safety and quality at the center of all we do.
We prioritize safety and quality.
We set a high bar, with safety and quality at the center of all we do.
When I was 18 I became a Mom
and I absolutely was not
ready to be a parent.
I went through a postpartum
depression and yeah, that...
a dark time in my life.
Now, I'm a mom of three beautiful girls
and I work for Aetna Medicare.
My job is to basically assist
customer service representatives
on their phone calls.
“My name is Krystal.”
When members call in very upset
you kind of have to be relatable because
I mean half the time, they're
on the verge of tears.
but you would be too
if you didn't have your medication.
And it kind of gets the
representative upset too.
When that happens,
I have to protect my team and step in.
“How's your day going?”
Because you never really know what people
are going through in life,
it's very important for you
to have empathy and understanding.
“Absolutely,
I'm so sorry to hear that.”
I always empathize with our members.
I recognize people who were like me when I
was struggling with my mental health
as a teen mom.
The therapy I had introduced me
to a new way of seeing the world.
Because of that, I'm able to mentor others
and deliver a high standard
of care in my work.
Oak Street Health provides primary care
for older adults with over 230 centers
across 27 states,
most located in underserved communities.
These clinics build long term patient relationships
and provide community activities.
Care teams include
primary care providers,
behavioral health specialists,
social workers, and
pharmacists where possible.
Helping more than
350,000 patients
stay healthy and out
of the hospital.
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