CVS Pharmacy piloting 3 HealthHUB stores in Texas
CVS Health is taking the first steps in its goal of making its CVS Pharmacy stores the “front door to health care.” The company’s retail division has begun piloting HealthHub, a new format that leverages its recent combination with Aetna, at three locations in Houston, Texas.
The HealthHub format offers a broader range of health care services, new product categories, digital tools and on-demand health kiosks, advice and personalized care. With the new format over 20% of the store is now dedicated to health services, including new durable medical equipment and supplies and new product and service combinations for sleep apnea and diabetes care, the company said.
“We believe that transforming the consumer health care experience begins with creating a new front door to health care,” CVS Health chief transformation officer Alan Lotvin said. “Our new HealthHublocations are just that — helping to elevate the store into a convenient neighborhood health care destination that brings easier access to better care at a lower cost.”
The new store includes a focus on nutritional health with one-on-one and group counseling delivered by an in-store licensed dietitian, as well as access to a free weight loss digital app.
HealthHub also features a Care Concierge, a newly established in-store role that is responsible for customer engagement, including educating customers about new service offerings, helping them navigate the in-store services and events, and connecting them to in-store providers.
“To date, customers accepted help from our Care Concierge in more than 95% of recorded interactions, with 50% resulting in engagement with another HealthHub provider or offering,” the company said.
HealthHub providces community spaces and digitally enabled offerings. Wellness Rooms are available for CVS professionals and community partners to host group events, including health classes, nutritional seminars and benefits education. There are “Learning Tables” that include iPads for customers to explore health and wellness apps, as well as shop its expanded product selection on cvs.com. On-demand health kiosks are available to help customers measure and track their blood pressure, weight and BMI.
CVS Health expects to continue to pilot the Houston-based locations, with the goal of continuing to innovate and test to determine the right mix of products and services that can impact patient health while being scalable.
“We have a sense of urgency about the need to bring real change to health care,” CVS Health executive vice president and president of CVS Pharmacy Kevin Hourican said. “What’s clear to us is that it will take more than incremental steps to fix what is broken in the health care system. That’s why we’re excited about how the combination of CVS and Aetna can begin to establish an innovative health care model that will create an entirely new consumer experience and help people on their path to better health.”
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