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MinuteClinic becomes an in-network provider for an Ohio healthcare insurance plan

BY Antoinette Alexander

WOONSOCKET, R.I. — CVS Health’s MinuteClinic has become an in-network provider with Molina Healthcare of Ohio, a healthcare insurance plan serving 340,000 members through government sponsored health programs throughout the state.

MinuteClinic has 60 locations in Ohio inside select CVS/pharmacy stores in the Akron/Canton, Cincinnati, Cleveland, Columbus, Dayton and Youngstown metropolitan areas.

"This is an important development in the growth of our business and patient care as we expand our ability to serve even more people throughout Ohio," stated Andrew Sussman, president, MinuteClinic and EVP/associate chief medical officer, CVS Health. "By offering high quality treatment in a convenient and accessible setting, we can work with Molina to lower health care costs in the state."

"We are excited to offer Molina members this convenient option to access high quality health care services through our partnership with MinuteClinic," added Amy Schultz Clubbs, president of Molina Healthcare of Ohio. "This allows our members to easily get basic services outside of typical medical office hours including weekends. MinuteClinic is a great addition to our existing network of providers and provides an appropriate alternative to unnecessary emergency room visits for certain conditions."

Molina Healthcare provides managed health care services under the Medicaid and Medicare programs and through the state insurance marketplaces. It serves more than three million members through locally operated health plans in 11 states across the nation and in the Commonwealth of Puerto Rico.

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Fruth Pharmacy, The National Federation of the Blind chapter to host demo of new audio Rx label

BY Antoinette Alexander

HUNTINGTON, W.Va. — On June 13th at the Cabell County Public Library, Brad Hodges president of the National Federation of the Blind of West Virginia, Huntington Area Chapter, will join Drew Massey, clinical services coordinator for Fruth Pharmacy in demonstrating a new audio prescription label.

As previously reported by Drug Store News, the new audio label was developed by AccessaMed.  For the visually impaired or those who have difficulty reading or reading small print, the AccessaMed audio label makes prescription label reading more safe and convenient.  The prescription bottle has a device attached to it with a button. Once the button is pushed, the directions for the medication are spoken in a loud clear voice.  Printed instructions are also located on the bottle.
 
“Having Equal access to all of the printed information which appears on prescription packaging is a very important thing. Many people do not have formal training in the alternative ways of doing things without their vision,” stated Hodges. “Blind people often use alternative techniques of blindness, such as putting a piece of tape or something else that can be felt, to distinguish between prescription bottles.  If medications feel similar, a mix-up can occur. This may not be problematic if it were a can of soup. You may have wanted chicken and noodle and end up with tomato, however, when it comes to taking prescription medication a mix-up could potentially be life-threatening.  Accessamed’s new audio label will improve the safety of prescription medication for many who experience low to no vision, or other print disabilities.”
 
 

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Are customer experiences at your stores risking billions in retail losses?

BY Antoinette Alexander

CHICAGO — Attention retailers. It’s the mistreated customer who walks out the door in a silent huff who places the most revenue at risk, according to a collaborative study conducted by LoyaltyOne and Verde Group with professor of marketing and psychology, Deborah Small at the Wharton School of the University of Pennsylvania.



The March 2015 survey shows that approximately half of 2,500 U.S. consumers polled reported experiencing a problem on their last shopping trip. Of those customers, 81% decided not to contact the retailer about the issue. Among these silent shoppers, 32% said they were unlikely to recommend the retailer to friends and family, putting these shoppers at-risk of decreasing their spend with the retailer.



By comparison, the study shows that shoppers who did notify retailers of their poor experience and had their problem completely resolved were 84% less likely than silent shoppers to be at risk of decreasing their spend.



“The results are a resounding confirmation that poor customer experiences have a considerable negative impact on shopper spend and attrition which can run into the billions,” stated Dennis Armbruster, LoyaltyOne consulting VP and managing partner. “We’re ushering in a new era of customer experience measurement vital to retailers looking to make even more informed decisions.”



Building on its behavioral analytics solution, LoyaltyOne Consulting has partnered with Verde Group, a customer experience research consultancy. Verde's proprietary [email protected] analysis will use experience impact modeling to identify the specific customer experiences most damaging to customer loyalty behaviors and prioritize them according to impact on revenue and market share.



According to the study, retailers should take note of the importance in identifying specific customer experiences most damaging to customer loyalty as billions of dollars are at risk. Below is the ranking per category:
•    Mass merchandisers are putting 25% of potential revenue at risk;
•    Apparel retailers are putting 16% of potential revenue at risk;
•    Department stores are putting 15% of potential revenue at risk
•    Drug stores are putting 12% of potential revenue at risk; and
•    Grocers are putting 11% of potential revenue at risk.

“Our methodology precisely measures the impact of ineffective customer touch points. Insight around the effects of poor customer touch points can help retailers reduce the risk of negative customer experiences, while also enabling them to proactively design experiences that positively influence spend, visit frequency and basket size,” stated Paula Courtney, president of Verde Group.



The survey also revealed that big spenders within a category disproportionately experience certain problems:

  • Mass Retail “Check Out” Risk: Shoppers frustrated by check out wait times reported spending 23% more than the average mass retail customer ($545 versus $446 a quarter)
  • Department Stores “Not-My-Department” Staff Attitude: Shoppers troubled by an associate’s not-my-department attitude reported spending twice as much as the average department store customer ($543 versus $261 a quarter)
  • Apparel Retailers “Ship Date”: Particularly in their online channel, customers who cited their inability to obtain a specific date or time to receive an online order reported spending 66% more in the category ($416 versus $250 a quarter).

 
The results are based on an online survey of 2,500 American respondents.

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