CVS 2012 Annual Report Download - page 13

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Even for CVS/pharmacy® customers not covered by our PBM, our retail-level patient care initiative has resulted
in more than 230 million adherence interventions since 2008. Our efforts include outreach to patients on new
prescriptions, first fill counseling, adherence outreach for patients who have stopped taking their medications,
refill reminders, and ReadyFill®. These efforts have helped CVS/pharmacy post best-in-class adherence rates
for chronic conditions such as diabetes, dislipidemia, and hypertension.
Our deep clinical expertise is built on diverse insights from across the enterprise. These insights are fueled by
our understanding of consumer behavior and research collaborations with top-tier medical organizations, such as
Harvard Medical School and Brigham and Women’s Hospital. We are building the next generation of pharmacy
care programs by infusing behavioral economics and predictive analytics into our programs. For example, we
have learned that the challenge in designing truly cost-effective adherence programs lies in identifying those
patients who will likely not be adherent and working with them on the terms they prefer. We are piloting advanced
predictive analytics and testing new intervention methods that will allow us to more effectively identify and
engage these customers.
CVS CAREMARK 2012 ANNUAL REPORT
11