CVS 2002 Annual Report Download - page 7

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Pharmacy
customers choose
CVS based on
location, and stay
with us due to
our dedicated
pharmacy
staff.
Making it easy to be healthy.
CVS invests in training
and technology, such
as this automated
pill dispensing
system, to help
CVS pharmacists
serve customers.
challenge. It means we must deliver excellent customer service to 2.5
million customers per day across our 4,000 stores.
It’s so important that, from our chairman and CEO to all our
store managers and pharmacists, a portion of compensation is
based on the level of service we provide. Our customer feedback
program shows we are making significant progress on improving
service. We will not be satisfied until 100% of our customers are
satisfied.
We have made CVS a preferred place to work for our 13,000
pharmacists. In addition to the competitive salary and benefits
package we offer, our EPIC pharmacy system instituted throughout
the company in 2001 creates the kind of work environment that
pharmacists seek. EPIC leverages technology and manages workflow and
staffing issues in a way that enables pharmacists to focus on what their
education and training prepared them to do—ensure the correct medication is
dispensed, check for potentially harmful drug interactions and counsel patients
on proper use.
We hired 2,665 pharmacists in 2002, approximately
50% of whom came from our competitors. CVS’ excellent
reputation, innovative technology, and strong financial
position appeals to the professional aspirations of
pharmacists.
Our pharmacy technician training program sets the
standard for the industry, as measured by the high number of candidates who
complete the rigorous training and achieve national certification. The pass rates
of our pharmacy technicians sitting for the national exam have consistently
surpassed both the national average and the pass rates of other large groups.
Pharmacy technicians provide critical support to our pharmacists. They focus
their efforts on third-party payment and other administrative tasks that once
rested squarely on the shoulders of pharmacists.
More than half of CVS’
prescription refills originate
through our touch-tone
telephone Rapid Refill system.
Customers Choose Drugstores
Customer research says that people prefer to have their
prescriptions filled at the drugstore by professional pharmacists
using the latest tools and technology, as opposed to a
supermarket or mass merchant. At CVS, customers can renew
prescriptions online at CVS.com, via touch-tone telephone
through CVS Rapid RefillTM, or by speaking with their CVS
pharmacist. These all work together to make CVS the easiest
pharmacy for customers to use.
CVS drive-thru prescription
service, now available in
over 40% of our stores,
is just another way
we make life easier
for our customers.
52002 Annual Report