Specialty patients often navigate complexity when getting started on their therapies — like obtaining prior authorizations (PAs) or accessing affordable options. Traditionally, this could be a lengthy process.
For patients facing complex, chronic or rare conditions like our CVS Specialty patients, simplifying health care isn’t just about convenience. A delay in treatment can translate to serious clinical consequences.
Once on therapy, side effects and other challenges can impact adherence and optimal outcomes.
“The patient experience is at the center of everything we do,” says Lucille Accetta, Chief Pharmacy Officer and Head of CVS Specialty Operations. “From clinical expertise to technology, we’re simplifying care across the CVS Specialty ecosystem, so patients can focus on moments that matter to them.”
We simplify processes for patients, prescribers, payors and pharmaceutical manufacturers to help patients start therapy faster and stay on track. Here’s how:
We foster a culture of patient digital engagement, using our enterprise capabilities
Specialty care tends to be high touch — we meet patients where they are, by phone, in-person, online or on the app — or any combination. And we encourage patients to take advantage of our digital tools from the start.
- Approximately 98% of CVS Specialty patients opt-in to digital communication tools.
- More than 95% of patients value choice in delivery options, including pick-up at CVS Pharmacy locations which can be a more convenient choice for some patients, particularly if refrigeration is needed.
- The CVS Health app lets patients and caregivers manage all prescriptions in one place.
We deliver innovations that reduce friction for everyone, further enhance the patient experience.
We’ve invested in digital, system automation, real-time benefits and symptom tracking tools, and in our colleagues who specialize in navigating onboarding requirements enabling patients to more quickly start and then stay on their medication. We’re able to access more than 80% of specialty records via Electronic Health Records (EHR).
- Our platform pre-checks prior authorization (PA) requirements, flags missing information, and proactively submits PAs electronically (when permitted by payor rules) — saving time for prescribers and patients.
- Once the patient is on therapy, we use data and predictive analytics to anticipate when medication adherence risks are likely to occur, and we connect directly with the patient and prescriber, to help patients manage any side effects or to intervene if risk is detected.
- We utilize tools and solutions that enable access to real-time data for both our colleagues and providers, including digital updates on prescription status, ability to schedule and order shipments to the prescriber's office, and to facilitate communication with our specialty pharmacy teams.
Our clinical model builds trust with patients, prescribers, payors and manufacturers
Clinical expertise in targeted therapies translates to care that is not only precise and impactful, but also minimizes delays, reduces unnecessary steps and helps patients get the right care faster.
Our connected CareTeams support patients with benefit, financial, social, emotional and clinical support, including extensive training on complex regimens, robust condition-specific training and rare disease certification.
- Our approximately 2 million CVS Specialty patients have access to most specialty medications, including exclusive and limited distribution medications — and the CareTeams that specialize in them.
- More than 500,000 CVS Specialty patients are assigned to our more than 35 Centers of Excellence for rare and ultra-rare condition support.
By reducing administrative burden during the onboarding process, improving adherence and cost-efficiency for payors, demonstrating our leadership in care and access for our pharma partners, and by streamlining the patient experience, we’re simplifying specialty care for everyone involved.
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