Disrupting Healthcare from a Consumer Retail Space between Q1 2014 and Q1 2015 4...

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  • PAGE 1 The Governance Institute’s Forum on Consumerism & Transparency – The Ritz-Carlton, Amelia Island

    Amelia Island, Florida November 13–15, 2016

    ©2016 CVS Health and/or one of its affiliates: Confidential & Proprietary

    Willis Chandler Vice President Health System Alliances CVS Health October 14, 2016

    Disrupting Healthcare from a Consumer Retail Space: CVS' Experience to Date

    Agenda

    1. Consumer driven healthcare trends

    2. Challenges these trends presented to CVS

    3. Our response

    4. Questions and takeaways

  • PAGE 2 The Governance Institute’s Forum on Consumerism & Transparency – The Ritz-Carlton, Amelia Island

    Amelia Island, Florida November 13–15, 2016

    Emergence of Consumer-driven Health Care

    Emergence of consumer-driven health care

    ENROLLMENT IN EXCHANGES1

    Previously uninsured gaining coverage • Uninsured rate fell from 20.4% in Q4 2013 to

    11.5% in Q1 20162

    • More than half of adults with new exchange or Medicaid coverage uninsured previously3

    Market is shifting to individual shopper • Individual market enrollment grew 37%

    between Q1 2014 and Q1 20154

    • More than 6M people now receive health coverage through private exchanges, with a 35% increase projected for 20165

    EVOLVING MARKETPLACE

    10

    14

    18

    22

    25

    6 8

    13 15

    17

    2015 2016P 2017P 2018P 2019P

    Public Exchanges Private Exchanges

    1. Accenture forecast, CBO update 2016, Avalere projections, CVS Health analysis. 2. “Health Insurance Coverage and the ACA, 2010-2016,” ASPE Brief, March 2016. 3. “Affordable Care Act Tracking Survey,” The Commonwealth Fund, May 2015. 4. “Health Enrollment trends and Market Outlook,” Mark Farrah Associates, June 2015. 5. Accenture projections, CVS Health analysis.

  • PAGE 3 The Governance Institute’s Forum on Consumerism & Transparency – The Ritz-Carlton, Amelia Island

    Amelia Island, Florida November 13–15, 2016

    “Retailization” of health care continues with growth in consumer-directed health plans

    Sources: AIS’s Inside Consumer Directed Care; Kaiser; AHIP surveys.; Advisory Group infographic

    33319b

    What do consumers want from healthcare? • Transparent search • Convenient access • Durable relationship • Positive encounter

    As Patient Cost Share Rises…

    Promoting Healthy Behavior Is Critical in Avoiding Unintended Consequences with CDHPs

    CVS Health is positioning itself to help meet consumer needs

    CVS Health Advantages

     More than 9,500 convenient locations

     CVS/minuteclinic

     Innovative plan design options

     Adherence programs: Pharmacy Advisor

     Trusted brand

    Note: 1. Retail pharmacy locations include more than 1,660 Target locations.

    Cost

    Adherence

    …sustaining adherence becomes more challenging

    …patients may choose to cut corners on their health and

    wellness needs to avoid costs

  • PAGE 4 The Governance Institute’s Forum on Consumerism & Transparency – The Ritz-Carlton, Amelia Island

    Amelia Island, Florida November 13–15, 2016

    Consumer-driven Challenges for CVS

    Inconsistency

    8

    © 2015 CVS Health Confidential & Proprietary

  • PAGE 5 The Governance Institute’s Forum on Consumerism & Transparency – The Ritz-Carlton, Amelia Island

    Amelia Island, Florida November 13–15, 2016

    CVS Eliminates Tobacco

    © 2015 CVS Health Confidential & Proprietary

    How often do consumers want to come to the pharmacy?

  • PAGE 6 The Governance Institute’s Forum on Consumerism & Transparency – The Ritz-Carlton, Amelia Island

    Amelia Island, Florida November 13–15, 2016

    The Relationship Between Therapeutic Complexity and Medication Adherence is Strong

    Source: Choudhry NK, Shrank W. Archives of Internal Medicine, 2011.

    As their therapy increases in complexity, statin users become less adherent1

    3638 47

    57 65

    71737375

    St at

    in s

    to A

    dh er

    en ce

    (% )

    The average statin user: • Takes 11 medications,

    9 of which are maintenance medications

    • Makes 5 visits to the pharmacy per month

    • Has at least 2 different prescribers Least Complex Therapy Most Complex Therapy

    37949

    ScriptSync® : reducing medication complexity for patients taking multiple medications a

    Coordinates refill and renewal schedules for patients taking multiple maintenance medications

    ONCE COORDINATION IS COMPLETE, PATIENTS CAN:

    Pick up all maintenance medication refills in a single CVS Pharmacy visit

    37481

  • PAGE 7 The Governance Institute’s Forum on Consumerism & Transparency – The Ritz-Carlton, Amelia Island

    Amelia Island, Florida November 13–15, 2016

    Labeled dosing packages

    Date and day of week clearly labeled

    Pre-packaged medication

    Sorted by time of day

    Medication name and dosage

    Consumers expect to…

    Transparent Search Consumers expect to: • Know the price in advance • Find a provider who is a good personal match • Learn about other patients’ experiences • View available times and schedule an appointment

    online

    Convenient Access Consumers expect to: • Make an appointment outside of traditional

    business hours • Have a location open for immediate care • Schedule same-day appointments • Have the option to see another provider if theirs is

    unavailable • Talk to a provider without having to travel

    Durable Relationships Consumers expect to: • Have access to all of their clinical information • Trust that the health system knows them and their

    unique needs • Have the health system anticipate and support

    their clinical and non-clinical needs

    Positive Encounter Consumers expect to: • Find the right office or location without getting lost • Have their appointment start on time • See a clinician who treats them with respect • Understand their bills and be able to pay easily • Voice concerns and have someone respond

    quickly

    Source: The Advisory Group Infographic

  • PAGE 8 The Governance Institute’s Forum on Consumerism & Transparency – The Ritz-Carlton, Amelia Island

    Amelia Island, Florida November 13–15, 2016

    >3,100 Providers (NPs/PAs) nationwide

    MinuteClinic: High-Quality, Lower-Cost Care 32 million+ visits

    Walk-in care, seven days per

    week

    Up to 80% savings over higher

    costs of care

    94% overall patient

    satisfaction

    70+ major health system

    affiliations

    1100+ Full-time Clinics in 33 States and D.C.

    THE FIRST RETAIL HEALTH CARE PROVIDER TO BE FULLY

    ACCREDITED BY THE JOINT COMMISSION

    50% of MinuteClinic patients do not have a PCP 50% seen on Evenings and Weekends

    Rapidly Growing to Meet Access Needs: Comprehensive national network of clinics (includes Target Clinics)

    More than 50% of the U.S. population is within 10 miles of a MinuteClinic

    More than 1135 locations in 33 States and D.C. as of January 2016

    © 2015 CVS Health Confidential & Proprietary

  • PAGE 9 The Governance Institute’s Forum on Consumerism & Transparency – The Ritz-Carlton, Amelia Island

    Amelia Island, Florida November 13–15, 2016

    Expanding access with telehealth services

    Source: JM Polinski, T Barker, N Gagliano, A Sussman, TA Brennan, WH Shrank. Patients’ Satisfaction with and Preference for Telehealth Visits. J Gen Intern Med, August 2015. 1. All patients who responded to the survey. N=2383

    Exploring expanded access opportunities via strategic partnerships to expand the future of telehealth

    MINUTECLINIC TELEHEALTH MODEL— 15,000 VISITS

    95% of patients rate their telehealth visit as good or better than a traditional visit

    37895

    Looking Ahead: Creating Digital Solutions For Patients

    ONLINE WAIT TIMES REMOTE QUEING SCHEDULING

    View wait times online and with mobile

    Sign in to queue online and with mobile

    Schedule future appointment

    • 2015: 3-million texts alerts sent from kiosk

    Sign into Kiosk

    Agree to text alert

    Receive text for return

    Return for visit

    • 2016: Deploy online wait times, remote queuing, and scheduling

    Patient decides where to wait

    © 2015 CVS Health Confidential & Proprietary

  • PAGE 10 The Governance Institute’s Forum on Consumerism & Transparency – The Ritz-Carlton, Amelia Island

    Amelia Island, Florida November 13–15, 2016

    CHOOSE DELIVERY

    Empowering Patients with Our Digital Tools

    Innovation helps make prescription management easier for patients

    Patient story is represented for illustrative purposes only. Any resemblance to an actual individual is coincidental. All data sharing complies with applicable firewall and privacy laws.

    REAL-TIME ALERTS

    FAST, SECURE ACCESS

    SCAN TO REFILL

    ADHERENCE REMINDERS

    90% of patients agree that the option to pick u