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CSR Customers

Serving Our Customers and Patients

As the only fully integrated pharmacy health care company in the U.S., CVS Caremark provides expert care and innovative solutions in pharmacy and health care that are effective and easy for our customers. In addition to our popular ExtraCare® loyalty program, in 2008 we introduced the ExtraCare Health card for our PBM clients’ plan participants and the CVS/pharmacy Health Savings Pass, which offers savings on generic drugs for our uninsured customers. CVS Caremark administers prescription discount card programs for the National Association of Counties and the National League of Cities. We also launched our proactive pharmacy care program, which is an earlier, easier, more effective approach to engaging patients in their health care that can lower costs and improve outcomes. We continued to provide patients with affordable, quality health care for common family illnesses through our convenient in-store MinuteClinics.

ExtraCare Program

Through our ExtraCare program, the largest retail loyalty program in the country, we reward our most loyal customers with savings opportunities. More than 50 million active cardholders enjoy significant savings through ExtraCare and, in 2008, we provided ExtraCare cardholders the opportunity to save approximately $2 billion on the products they use most.

ExtraCare Health Card

In 2008, we introduced the ExtraCare Health card. With an ExtraCare Health card, CVS Caremark eligible plan participants save 20 percent on CVS Brand products such as pain relievers, cold remedies and first aid supplies that are eligible for reimbursement from Flexible Spending Accounts (FSAs).

CVS/pharmacy Health Savings Pass

In October 2008, we introduced the CVS/pharmacy Health Savings Pass, a new pharmacy health care savings program aimed at helping the uninsured by providing additional cost savings. By purchasing the Health Savings Pass for a $10 annual enrollment fee, consumers have the opportunity to fill a 90-day prescription for one of more than 400 common generic maintenance medications for only $9.99 at their local CVS/pharmacy. In addition, the Health Savings Pass provides access to services and screenings at MinuteClinic, the largest retail health care clinic in the U.S., at a 10 percent discount for cash-paying patients up to $10 per visit.

NACo and NLC Prescription Discount Card Programs

CVS Caremark administers prescription discount card programs for the National Association of Counties (NACo) and the National League of Cities (NLC). These cards are designed to help residents of cities and counties save money on their prescriptions that are not covered by insurance. The free cards are distributed by counties or member cities and may be used at any participating retail pharmacy. While savings may vary by drug and by pharmacy under these programs, the average savings is approximately 20 percent. More than 59,000 pharmacies nationwide participate in these programs, including most chain pharmacies and many independents.

Proactive Pharmacy Care

We launched proactive pharmacy care in 2008 to help our customers and plan participants achieve better health outcomes and lower costs by combining the strengths of the CVS Caremark PBM and our mail and retail pharmacy capabilities.

There are three principal approaches to proactive pharmacy care, each of which addresses common gaps in pharmacy care:

  • Proactive Medication Engagement—We engage consumers through all our channels to ensure that they take the right drug at the right place at the right time. We help our customers take their medications as prescribed until directed otherwise by a physician. Face-to-face Pharmacist counseling, refill reminders and physician coordination programs improve adherence and result in improved outcomes.
  • Proactive Pharmacy Choice—These programs offer eligible plan participants convenience and access to cost savings. A key program, Maintenance Choice, utilizes both our mail pharmacy and retail pharmacy channels; CVS Caremark eligible plan participants may obtain a 90-day supply of maintenance medications at either a CVS/pharmacy or through CVS Caremark Mail Service through Maintenance Choice. Whatever avenue they choose, the copay and cost is based on the lower mail pharmacy pricing.
  • Proactive Specialty Management—Through our integrated specialty management programs, we provide continuous personalized outreach and support for consumers and physicians in optimizing treatment outcomes and promoting safe and cost-effective use of specialty medicines through all our channels. In addition, we offer eligible plan participants the option, where available, of picking up specialty medications at CVS/pharmacy at mail pharmacy prices.

MinuteClinic

In 2008, MinuteClinic continued to expand to new markets, ending the year with approximately 560 clinics in 25 states. Since its inception, MinuteClinic has generated more than 3.5 million patient visits with a 95 percent customer satisfaction rate. MinuteClinic complements traditional health care services by using clinical best practices and technology to provide the following:

  • More convenient and easier access to health care for consumers—MinuteClinic has expanded into new markets and extended weekend hours in early 2009 so customers can receive treatment for common illnesses when it’s convenient for them, whether it’s after work or on the weekend. MinuteClinic also has twelve employer-based clinics so employees of these companies have easy access to non-emergency care.
  • More affordable care for consumers and health plans—An estimated $200 million has been saved by consumers and health plan providers through the use of MinuteClinics since 2006. The average cost of treatments at MinuteClinic is $62, much lower than the average $130 cost for urgent care or $328 for emergency room treatment.
  • Improved health care quality—Our board-certified Nurse Practitioners adhere to national standards set by the Institute for Clinical Systems Improvement, the American Academy of Pediatrics and the American Academy of Family Physicians. MinuteClinic was the first retail clinic accredited by the Joint Commission, the national evaluation and certifying agency for nearly 15,000 health care organizations and programs in the United States. In addition, our proprietary Electronic Medical Records (EMR) System ensures that procedures are followed consistently and includes an automated chart review process to ensure continuous improvement.