Multicultural products and services

Every day, millions of people shop in our stores, fill their prescriptions through our mail order pharmacy, or visit one of our MinuteClinics. These customers, clients and patients come from countless backgrounds and cultures, and have distinct and varied needs.

To best serve them, we offer a wide array of multicultural products online and in our CVS Pharmacy stores. We evaluate our multicultural products frequently and work hard to offer a variety of items that meet our customers’ needs.

Our most popular multicultural product lines include: Milani cosmetics, Gamesa cookies, Fabuloso household cleaners, Suavitel fabric softeners, La Costena grocery items and Ricitos de Oro baby care items.


Evolving to meet customer needs

As the nation’s demographics shift, we’re making sure our products and services evolve to meet the needs of our customers. We acquired Navarro Discount Pharmacy, a leading Miami chain with deep knowledge and experience serving the Hispanic market. We’re gaining insights about how Navarro merchandises products differently and learning about the services, products, value, and atmosphere that resonate with Hispanic customers, and we’ll be rolling out what we’ve learned to all CVS Pharmacy stores.

In addition, our retail website, CVS.com, is fully available in Spanish. We also feature multi-language signage in our retail stores and distribute prescription medication-related information in multiple languages.


Increasing access to health care

For more than a decade, our free Project Health screening events have been held in the largest multicultural communities we serve. Project Health offers free comprehensive health risk assessments, including blood pressure, Body Mass Index (BMI), glucose and total cholesterol screenings, as well as information about smoking cessation and health insurance options.

Project Health is part of our company’s effort to improve access to health care and ensure that cost is not a barrier to important preventive services.  

CVS Pharmacy institutes face covering policy at all locations

CVS Pharmacy institutes face covering policy at all locations
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WOONSOCKET, R.I. — CVS Health (NYSE: CVS) Chief Operating Officer Jon Roberts provided the following update on the use of face coverings at CVS Pharmacy locations:

"Since the pandemic began, we've done everything we can to keep people safe and healthy. This includes requiring that store employees wear face coverings and encouraging our customers to do so as well. In any community with state or local laws mandating the use of face coverings, we've made that very clear through signage and other reminders.

"With the recent spike in COVID-19 infections, we're joining others in taking the next step and requiring all customers to wear face coverings when entering any of our stores throughout the country effective Monday, July 20. To be clear, we're not asking our store employees to play the role of enforcer. What we are asking is that customers help protect themselves and those around them by listening to the experts and heeding the call to wear a face covering."

More information on steps CVS Health has taken to address the COVID-19 pandemic is available at the company's frequently updated COVID-19 resource center.

About CVS Health

CVS Health employees are united around a common goal of becoming the most consumer-centric health company. We're evolving based on changing consumer needs and meeting people where they are, whether that's in the community at one of our nearly 10,000 local touchpoints, in the home, or in the palm of their hand. Our newest offerings from HealthHUB locations that are redefining what a pharmacy can be, to innovative programs that help manage chronic conditions are designed to create a higher-quality, simpler and more affordable experience. Learn more about how we're transforming health at www.cvshealth.com.

Media contact

T.J. Crawford
212-457-0583
crawfordt2@aetna.com

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Keeping connections in a distanced world to transform chronic care

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By Jonathan Mayhew, Executive Vice President, Chief Transformation Officer, CVS Health

Four months ago, chronic care was one of the nation’s biggest health challenges, affecting more than half of all American adults and driving 90 percent of health care spending according to the Centers for Disease Control and Prevention. Four months ago, new tools for helping people better manage and even prevent chronic conditions were expanding our ability to reach people early and often, connecting them with our local care teams, local community resources and virtual capabilities to support everyday decisions between regular doctors’ visits. Whether individuals chose to seek support at home, at work, in the pharmacy, online, or through a combination of all these options – these increased connections and intervention in chronic care would help prevent emergency room visits and hospital readmissions, improve health outcomes and lower costs.

Today, I still believe increased support and connections are key to fighting chronic disease, which is still a top health care challenge. But our world is different in many ways than it was four months ago. We are managing and looking to recover from a grueling pandemic, which has disproportionately impacted minority and underserved populations. Many people with chronic conditions have already delayed care due to fear of contracting COVID-19 in a health care setting.  In the months ahead, stopping in at your local pharmacy or visiting a doctor may not sound as appealing as it once did. For some, it will be non-starter.

At CVS Health, we understand that. Still, it is critical for those suffering or at risk of chronic conditions to continue regular care. And our approach to helping individuals with chronic conditions, which includes innovative touchpoints and groundbreaking data analysis, reflects the evolving needs of our customers, including a new reality shaped by the pandemic.

Combining physical, digital and virtual for more support options

Our past and real-time experience tells us that, particularly during stressful times, individuals at home need expanded options for accessing support for everyday decisions related to diet and exercise as well as medical and behavioral health care. While we will continue to expand our brick-and-mortar HealthHUB® locations to provide in-person health and wellness care, pharmacy services and retail goods, we also are accelerating and expanding our digital presence and integrating new virtual capabilities into our care management programs.

Recently, we have expanded the ways customers can engage with a CVS pharmacist, MinuteClinic® clinicians, or HealthHUB concierges (where available) to receive services. So, while an individual may not travel to see her pharmacist – she can still speak live over the phone or engage through an app and, afterward, have her medications delivered to her home. Additionally, through expanding telehealth capabilities, many individuals can access doctors to address medical and behavioral health concerns. No matter their preference, individuals have an array of options to stay connected.

Within our care management and condition management programs, we are making sure that, in addition to traditional telephone support, care managers can provide support using telehealth services and, when it is deemed safe to do so, still visit with individuals in their homes.  

Data is the game changer

Data will make these options even more effective. In the past, when the topic of data and analytics was raised related to care or condition management, it typically meant relying on claims data exclusively. Today, CVS Health is not only able to bring together a broader set of data from prescription claims and medical claims, but we also combine that data with lab results, electronic health record data and information from medical devices and wearables where permitted. As we’ve seen in Korea and multiple other countries, along with some efforts in the U.S. to track COVID-19, this approach provides a much more comprehensive understanding of what is happening with an individual and within a community. And because we are able to aggregate and analyze this data in real time, the insights we can generate for care managers, nurse practitioners, pharmacists and doctors (as part of referrals and ongoing care coordination) are actionable and make health care simpler for individuals. This kind of data fuels our Pharmacist Panel program which notifies our pharmacists of potential gaps in care or preventive care opportunities based on medical, pharmacy and lab data. This expanded view makes it even easier for pharmacists to proactively engage members in relevant, impactful and timely one-on-one conversations about how best to manage their chronic conditions. And this outreach is delivered through member-preferred channels like text, email or telephone.

Moving to a comprehensive approach to condition management

Unmatched data and multiple connection capabilities allow CVS Health to break away from the one-size-fits-all approach to chronic condition management. For example, most diabetes management programs today focus on just two modes of support -- monitoring blood glucose and managing issues of lifestyle and comorbidities – mostly through virtual reporting and telephone coaching.

Our comprehensive approach to diabetes care for Aetna members and CVS Caremark customers focuses on three additional areas for a total of five impact areas. In addition to monitoring blood glucose and managing lifestyle issues, we aim to ensure individuals also are receiving the recommended annual health screenings, adhering to medications and taking the right medications to manage their diabetes and any other conditions. Whether an individual is seen by a CVS pharmacist, a care manager, or MinuteClinic nurse practitioner online or in person, each will have an integrated view of the individual’s health needs in these five clinical impact areas. They will all be on the same page regarding medications, test results and care plans. This not only leads to more effective management of diabetes and other chronic conditions but also reduces the frustration patients often experience when care is disconnected and uncoordinated.

Taken together, improved interactions and data-fueled insights paint a picture of complete end-to-end condition management with many options for engagement and support. That is what is needed to improve our standard of care for diabetes and other chronic conditions. With integrated care teams, digital and virtual solutions and data technologies, we can stay connected to more people, on their terms and comfort levels, and help them to more successfully manage their chronic health conditions today and well into the future.

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Expanding COVID-19 testing for those who need it most

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Communities across the country are grappling with how to recover and rebuild during COVID-19, especially in traditionally underserved neighborhoods hit hard by the pandemic. As just one example, although African Americans make up 14 percent of the overall population in Michigan https://www.census.gov/quickfacts/fact/table/MI/PST045219, they account for approximately 31 percent of COVID-19 cases and 40 percent of deaths caused by the virus in the state.https://www.michigan.gov/coronavirus/0,9753,7-406-98163_98173---,00.html

We firmly believe that increasing the availability of COVID-19 testing and improving access — especially for those who need it most — is a crucial step toward recovery. Given our local presence in communities across the country, we are uniquely positioned to play a significant role in community-based testing efforts.

We are expanding access to testing in communities and neighborhoods most impacted by COVID-19, even beyond the more than 1,200 testing sites we have available at CVS Pharmacy drive-thru locations across the country.  To accomplish this we’ve partnered with national organizations such as the National Medical Association, local community groups including free and charitable clinics and community colleges, and state government and the U.S. Department of Health and Human Services.

“Working with our community partners is an important part of our comprehensive testing strategy, as it allows us to tap into the network of a trusted organization with strong community ties,” said David Casey, Chief Diversity Officer, and Vice President, Workforce Strategies, for CVS Health. “Given our longstanding commitment to underserved communities, it only made sense to expand our testing efforts to the areas of greatest need and leverage our partners to help get the word out.”

A woman holds a nasal swab as part of a COVID-19 test while a medical professional, (wearing personal protective equipment) advises her on to use the swab to conduct the test.

These test sites are hosted by our community-based partners within their facilities, so they are familiar to and more easily accessible for nearby residents who may not have a personal vehicle or reliable transportation. All of our community-based test sites can accommodate patients arriving on foot, and appointments are made by phone, so patients do not need internet access. Signage is offered in English and Spanish, and testing is available to patients at all of our test sites at no cost.

At this time, we are planning to open ten community-based testing locations.

Our expanded testing efforts are just one example of CVS Health’s commitment to diverse communities, which also includes sponsoring free Project Health screenings in predominately Black/African American and Hispanic/Latinx neighborhoods, workforce development programs that break down barriers to gainful employment, and supporting a variety of efforts that address Social Determinants of Health.

“Having seen the data that pointed to disparate impacts in Black and Brown communities, we knew we needed to do more when it comes to providing testing access,” said Casey. “Through our community testing sites, we are able to meet people where they are, bringing to life our company’s Purpose of helping people on their path to better health.”

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Age-friendly care for older adults

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People over the age of 65 make up an increasingly large part of our population. By 2030, it is predicted that there will be 74 million older adults in the United States. For many of us, this includes our parents, grandparents, friends and neighbors. Older adults also make up a growing percentage of the patients seen at MinuteClinic.

Recently, The John A. Hartford Foundation sponsored a partnership between MinuteClinic, Case Western Reserve University Frances Payne Bolton School of Nursing and the Institute for Healthcare Improvement to produce training tools and resources that will be used at MinuteClinic to further improve and evolve how we care for older adults. 

This training will enable MinuteClinic to move towards the adoption of the Age-Friendly care in every clinic nationwide for patients 65 years or older, by the beginning of 2021. These age-friendly visits will include questions around the “4Ms Framework” — What Matters, Medication, Mentation and Mobility, and providers will also share healthy aging tips and suggestions older patients can implement in their everyday life.

Research shows that providing the older adult population with specific, age-friendly care has significant benefits, including a reduction in the number of emergency department visits, hospitalizations and hospital readmissions, improved mobility, a reduction in medication-related problems and early identification of memory loss and depression.

By applying the “4Ms,” MinuteClinic providers will be able to positively impact many of our patients, in a setting that they are comfortable and familiar with. For those opting to seek care through E-Clinic visits, providers will also be able to assess the “4Ms” while patients are in the safety and comfort of their own home.

MinuteClinic is currently implementing the “4Ms Framework” across all locations, with the goal of being recognized as an exemplar of age-friendly care in early 2021. MinuteClinic is pleased to be the largest retail clinic network in the U.S. to adopt age-friendly care system-wide.

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During Nurses Month, we salute the vital work that nurses do every day

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This year, on the 200th anniversary of Florence Nightingale’s birth, National Nurses Month is celebrating the dedication of nurses in every interaction, every setting, every era, every day. Throughout May, CVS Health is also recognizing the thousands of nurses who work across our enterprise in this time of extraordinary challenge.

In honor of Nurses Month and in recognition of the vital work of nursing, CVS Health is making a $40,000 donation to Direct Relief to deliver protective gear and critical care medications to as many health care workers as possible.

Today, many nurses are found on the frontlines of the COVID-19 pandemic. Others are contributing their expertise, experience and compassion behind the scenes. This includes some 10,000 nurses, nurse practitioners, LVNs and LPNs working for Aetna, MinuteClinic, CVS Caremark and Omnicare. All have been doing amazing work since COVID-19 began, including volunteering to oversee rapid testing in various areas or embracing new ways to treat patients during social distancing.

Sheryl Burke, Aetna Senior Vice President of Cross-Enterprise Strategic Innovation, recently praised nurses by saying, “You care for our customers and members like your own family through teaching, advocacy, listening and action. Your efforts have been nothing short of extraordinary and are well-deserving of our sincere gratitude.”

To learn more about the extraordinary work being done by our CVS Health nursing professionals, take a look at our Friday Pulse video recognizing Nurses Month. And please join us in celebrating nurses!

For more information about CVS Health’s efforts to improve care across the nation, visit our News & Insights page and the CVS Health Impact Dashboard. To stay informed about the latest updates and innovations from CVS Health, register for content alerts and our Leaders in Care newsletter.

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CVS Health launches ‘Transform Health 2030’ corporate social responsibility strategy with its 13th annual CSR report

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WOONSOCKET, R.I. — CVS Health (NYSE: CVS) today launched its 13th annual corporate social responsibility (CSR) report and unveiled Transform Health 2030, the company’s new CSR roadmap for the next decade. The report lays the groundwork for how the company will transform health in four priority areas: Healthy People, Healthy Business, Healthy Community and Healthy Planet. It outlines the ways CVS Health is simplifying the health care system, supporting the personal and professional development of colleagues, investing in community health at the local level and setting bold goals to reduce environmental impact.

“Our corporate social responsibility strategy, Transform Health 2030, reflects our commitment to bringing transformative change to health care access and delivery, while meeting and exceeding the needs of our patients, members, customers, clients, colleagues, supply chain and environment,” said Eileen Howard Boone, Senior Vice President, Corporate Social Responsibility & Philanthropy and Chief Sustainability Officer for CVS Health.

This year’s report is the first that includes data of the newly combined enterprise following CVS Health’s combination with Aetna. The Transform Health 2030 roadmap was developed based on outcomes of the company’s comprehensive materiality assessment, conducted in 2019.

Each pillar of the Transform Health 2030 strategy leverages the assets, scale and expertise of CVS Health to create impact. These pillars and associated accomplishments covered in the 2019 CSR report include:

Healthy Peopledelivering on CVS Health’s purpose of helping people on their path to better health across all its touchpoints:

  • Launched more than 50 HealthHUB® locations by the end of 2019, offering a variety of services to help improve health outcomes and transform the consumer health experience at the local level, including managing chronic conditions, supporting nutritional health and providing community wellness spaces.

  • MinuteClinic became the first retail healthcare organization to receive the Pathways to Excellence designation from the American Nurses Credentialing Center.

  • Expanded CarePass nationally, bringing simplified value to our customers while making it easier for them to care for themselves and their loved ones.

Healthy Businessfostering a business that creates value for CVS Health’s colleagues, shareholders, partners and supply chain:

  • Generated $5.6 billion in economic impact and created 35,000 jobs for minority and women-owned businesses through a best-in-class supplier diversity program.

  • Released Commitment to Responsible Marketing Practices, which demonstrates the company’s beliefs and aligns to its business strategy. The Commitment is brought to life through the CVS Beauty Mark, a watermark that signifies imagery advertising beauty and personal care products has not been digitally altered.

Healthy Communitydelivering significant social impact to support the health of communities across the U.S. and improve health outcomes in the communities CVS Health serves:

  • Helped address social determinants of health by delivering $6.4 million in free health care services to 70,000 participants through Project Health in 2019 and investing a total of $50 million in affordable housing.

  • Announced a new, three-year $10 million collaboration with the Alzheimer’s Association to provide care and support services for patients, families and caregivers while advancing research toward prevention and a cure.

  • Continued to invest in building the first tobacco-free generation, with CVS Health and the CVS Health and Aetna Foundations awarding more than $16 million in grants to organizations that provide tobacco-free programming for youth, educators and clinicians.

Healthy Planetrecognizing that the health of the environment is inextricably linked to human health, CVS Health is committed to doing its part as a health care leader:

  • Earned a place on the Dow Jones Sustainability World Index (DJSI World) for the first time and named to DJSI North America for the seventh time, recognizing CVS Health’s sustainability leadership. The company was also recognized by the global environmental non-profit CDP, earning a place on the CDP A List and recognition as a CDP Supplier Engagement Leader.

  • Removed oxybenzone and octinoxate from all store brand sunscreens in advance of laws banning these chemicals in Hawaii and Key West, Fla.

  • Removed BPS from CVS Pharmacy customer receipts to increase their recyclability, while enrolling 1.1 million customers in digital receipts in 2019 for a savings of 48 million yards of receipt paper.

CVS Health’s 2019 CSR report was developed in accordance with the Global Reporting Initiative (GRI) Sustainability Reporting Standards, a global framework widely used by organizations to report on CSR and sustainability performance, and is aligned with the Sustainable Development Goals (SDGs).

The report is available online at cvshealth.com/social-responsibility.

About CVS Health

CVS Health employees are united around a common goal of becoming the most consumer-centric health company in the world. We’re evolving based on changing consumer needs and meeting people where they are, whether that’s in the community at one of our nearly 10,000 local touchpoints, in the home, or in the palm of their hand. Our newest offerings — from HealthHUB® locations that are redefining what a pharmacy can be, to innovative programs that help manage chronic conditions — are designed to create a higher-quality, simpler and more affordable experience. Learn more about how we’re transforming health at www.cvshealth.com.

Media contact

Erin Britt
401-770-9237
erin.britt@cvshealth.com

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Supporting our frontline workers during COVID-19

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During the COVID-19 pandemic our colleagues are on the front lines. They’re working in our CVS Pharmacy locations, call centers, warehouses and mail facilities. They’re caring for patients one-on-one in their homes and long-term care facilities.

To support them, tens of thousands of CVS Health employees are working behind the scenes to help them focus on serving our patients, members and colleagues. 

“Our purpose of helping people on their path to better health has never been more obvious than during this pandemic,” said Colleen McIntosh, senior vice president, Corporate Secretary and Chief Governance Officer.

Colleen’s team provides licensing support for CVS Health. They’re working through the pandemic to make sure “we can turn the lights on” in our stores.

“We are going to come out of this as a stronger, more collaborative, empathetic organization.” — Katie Long, Senior Director of Plan Sponsor Services at CVS Health
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Eileen Cook, a senior director in Learning and Development, works with nearly 500 colleagues spread out across the country. They’re remaining focused on orientation, onboarding and training — especially important as CVS Health is hiring 50,000 people in response to COVID-19.

In Plan Sponsor Services, Senior Director Katie Long oversees 300 colleagues. Some now are teleworking. Others are in the office working through social-distancing guidelines.

Despite the challenges, she remains positive.

“We are going to come out of this as a stronger, more collaborative, empathetic organization,” Katie says.

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MinuteClinic expands options to help patients access routine care during COVID-19 pandemic

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New MinuteClinic E-Clinic visit option enables patients to connect via video conferencing with a local provider

WOONSOCKET, R.I. — As the nation continues to navigate the COVID-19 pandemic, CVS Health (NYSE: CVS) today announced that MinuteClinic, the company's retail medical clinic, is now offering expanded telehealth options to help patients access safe, affordable and convenient non-emergency care.

In addition to traditional in-clinic patient visits, patients are now able to select a virtual E-Clinic visit with a local MinuteClinic provider for a wide variety of routine health care needs. This new telehealth option is available in Washington, D.C. and the 33 states where MinuteClinic currently operates, and is contracted with most health insurance plans.

“We are in the midst of an unprecedented time in our country’s history, and we recognize that patients now need different ways to access care for their acute and chronic health care needs,” said Sharon Vitti, President of MinuteClinic. “Our new E-Clinic visits offer patients access to our qualified care providers for the care they need, in a format that enables them to follow important shelter-in-place and social distancing guidelines.”

MinuteClinic providers are available to evaluate, diagnose and treat common injuries, illnesses and skin conditions, and help manage chronic conditions, either in person or using E-Clinic. The new E-Clinic visit capability offers patients the opportunity to connect virtually with a local MinuteClinic provider via video conferencing on their personal mobile device or computer, between 9 AM and 5 PM local time. To connect with a MinuteClinic provider, patients can visit MinuteClinic.com and request an E-Clinic visit.

MinuteClinic providers continue to see patients in-clinic by appointment and are taking temporary, appropriate actions to help support efforts to reduce the spread of COVID-19 in our communities. For instance, MinuteClinic is no longer accepting walk-in patients and all patients will be pre-screened outside of the clinic to determine if it is the right site of care for their symptoms. To make an in-clinic appointment, patients can visit MinuteClinic.com or use the CVS Pharmacy app.

About CVS Health

CVS Health employees are united around a common goal of becoming the most consumer-centric health company in the world. We're evolving based on changing consumer needs and meeting people where they are, whether that's in the community at one of our nearly 10,000 local touchpoints, in the home, or in the palm of their hand. Our newest offerings – from HealthHUB® locations that are redefining what a pharmacy can be, to innovative programs that help manage chronic conditions – are designed to create a higher-quality, simpler and more affordable experience. Learn more about how we're transforming health at http://www.cvshealth.com.

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The right care, right now

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When Justin Steinman arrived at his Wellesley, Massachusetts office on March 4, he readied himself for a busy day. Although not yet extreme, confirmed COVID-19 cases reported by the CDC were rapidly emerging and had jumped overnight from 98 to 164 cases in the United States.

The forefront of telemedicine

At 11:00 AM, Justin’s phone rang.

On the line was Dan Finke, Executive Vice President, Commercial Business and Markets, Aetna.

He asked Justin to brainstorm ideas on how Aetna could respond to COVID-19, specifically around increasing access to care and ensuring cost would not stop any member from receiving a COVID-19 test or treatment.

Telemedicine was a no brainer.

“Aetna has long been a believer in telemedicine,” said Justin Steinman, vice president, Commercial Products, Aetna. “We quickly figured out a way to expand telemedicine access. By using telemedicine, we ensure our members get the care they need from home, thus helping to lower their potential exposure to COVID-19, and also reducing the exposure risk providers face.”

The right risks with members in mind

Forty-eight hours later, Aetna announced its plans to waive Commercial member co-pays for all telemedicine services through June 4, 2020. Medicare soon followed suit, waiving telemedicine co-pays for all Medicare Advantage members until further notice. The launch would not have been possible without at least a dozen teams such as Clinical, Service Operations, Network, Legal, Compliance, Actuary, and Digital, who collaborated seamlessly.

“Other insurance companies were announcing plans to waive member out-of-pocket costs for telemedicine visits related to COVID-19, but we decided to take it a step further,” Justin said. “We realized that waiving member out-of-pocket costs for all telemedicine visits — not just COVID-19 — was the right thing to do.”

Many Aetna providers are virtual enabled. Aetna members can identify if their doctor is seeing patients virtually by checking DocFind, which is Aetna’s online provider directory. Under current government regulations, doctors can even see patients using Skype or FaceTime. Aetna members can also do a virtual doctor visit through Teladoc®, an industry leader in telemedicine.

“Since we announced the telemedicine co-pay waiver, our Teladoc member visit volume has grown,” Justin said. “The large majority of those visits are for reasons other than COVID-19-related symptoms. Member feedback is that they appreciate the speed and convenience of telemedicine, particularly at a time when we’re all being encouraged to stay home.”

MinuteClinic Video Visits are an affordable cash pay option for people who do not have health insurance, with visits costing $59. Video Visits are also covered by most Aetna insurance plans.

“The best way to keep people healthy is through relationships,” Justin said. “Keeping people healthy requires collaboration between the member, their medical providers, and Aetna. “And right now, telemedicine is a huge component of building and maintaining that relationship.”

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