How Customer Experience Impacts Health and Medical Costs – CVS Health Study Reveals Key Data
Introduction
A first-of-its-kind study by CVS Health revealed that a positive patient experience in pharmacies is directly linked to better clinical outcomes and reduced costs in the healthcare system. The analysis, which cross-referenced customer satisfaction data (Net Promoter Score – NPS) with medication adherence indicators, showed that:
✅ Highly satisfied patients have 91.7% adherence to medications (vs. national average of 50%).
✅ Every 10% increase in adherence can save up to US$1,140 per patient/year; in chronic diseases, not following treatments costs the US $500 billion annually – 16% of healthcare spending.
The Data That Changes Everything
- Medication Adherence = Saving Billions
Patients who recommend CVS Pharmacy (high NPS) have higher “Dies Covered by Medication” (DMP) – a critical indicator of treatment consistency.
Practical example
: Increasing adherence from 80% to 95% in diabetics and hypertensives reduces costs by $870 to $1,140 per patient.
- Medicare Advantage and Prevention
Satisfied Aetna (CVS) plan members are more likely to:
Get vaccines (such as flu).
Visit doctors regularly.
Stay loyal to their insurer.
- The Power of the Pharmacist
CVS is redefining the role of pharmacies:
Pharmacists are stepping out from behind the counter to counsel patients in person.
Proactive care: Identifying needs (such as prescription refills) before the customer even realizes it.
Costly Frustrations
50% of Americans do not follow their treatments correctly, often due to:
Difficulty accessing medications.
Bureaucratic experiences (e.g., calling multiple times to resolve an issue).
CVS Solution:
“If we make the patient journey easier—from prescription to follow-up—they are more likely to adhere to their treatment, avoid hospitals, and spend less.”
Srikant Narasimhan, VP of Customer Experience at CVS Health.
Conclusion: Better Health, Lower Costs
Innovating the customer experience is not just about service—it’s a public health strategy. By integrating pharmacy, insurance, and clinical data, CVS is showing that:
🔹 Patient satisfaction = Better clinical outcomes.
🔹 Pharmacists as key players in disease prevention.
🔹 Saving billions with fewer hospitalizations and avoidable treatments.
Question to Readers:
“Have you ever stopped following a treatment due to difficulties at the pharmacy or with your health insurance plan? Tell us about your experience!”
