CVS Health Says Pharmacists Key for Medication Adherence, Access

Patient access to care and medication adherence have been ongoing challenges in the healthcare industry, especially during the COVID-19 pandemic. But pharmacists can play a valuable role in connecting with patients and improving overall care.   

The reality today is that many patients across the country are not able to access affordable healthcare for a wide range of reasons, including geographic location and limited transportation options. 

According to Daniel Knecht, MD, vice president of clinical product at CVS Health, empowering pharmacists to become more involved in the management of patient health allows patients and caregivers to have a more personalized and proactive approach to care. 

There are about 9,900 retail CVS Health locations across 49 states, the District of Columbia, and Puerto Rico. And since its opening in 2003, nearly 37 million patients have made visits to the MinuteClinic. 

CVS Health’s Pharmacist Panel technology leverages data analytics to sift through publicly available information and help manage chronic conditions, specifically by increasing medication adherence in traditionally underserved vulnerable areas of the country. 

“We have a very powerful tool that allows us to ingest data on a population and identify critical next steps around improving health,” Knecht said in a recent PharmaNewsIntelligence interview. “And then those next steps are then served through an IP platform service directly to the pharmacist, as he or she performs their duties. This allows pharmacists to have a really targeted and personalized conversation with those patients at that point and pick up the medication.” 

During the COVID-19 pandemic, patient medication adherence declined significantly. 

For example, one eye care center conducted a study of glaucoma patients who did not attend their scheduled appointments from April 2020 to July 2020. Out of 363 patients, 57.3 percent didn’t take their medications due to lockdown restrictions, transport problems, and financial difficulties.  

Knecht explained that due to the ramifications of foregone care during the pandemic, there is a need to see individuals where they are. As pickup rates of medication have declined, CVS Health has ensured that it can get medication in the hands of people who are worried about leaving their homes.

“We initially envisioned increasing care at the pharmacy bench and the point of pickup, but we certainly pivoted during COVID. We don't want to bring people in unnecessarily so we switched it to being more of a telephonic outreach,” Knecht stated. 

“We also encouraged people to switch over to 90-day supply when they were at a steady place,” he continued. “And then we waived a number of the delivery fees to make sure that the care webinar cost of delivery wasn't a barrier to getting these important medications out as well,” he continued. 

CVS Health asserted that the increasingly important role of pharmacists during the pandemic and supporting patients from a health perspective, beyond medication adherence, is here to stay. 

Pharmacists can also fill a gap and increase the number of providers helping with care, especially with the increasing physician burnout and nurses leaving their jobs during the pandemic, the company has advocated. According to AMA data, nearly half of clinicians are feeling total burnout.

“The role of the pharmacist will only increase to step up and help out further, so that's certainly where we see things headed,” Knecht stated. “Especially as the increasing burden of chronic and serious illnesses continues to exist, unfortunately.” 

CVS Health has a few initiatives on the horizon to boost overall patient care.

First, the company has already piloted its nutrition counseling service, which is only available in three Phoenix-area HealthHUB locations. Pharmacists will be able to identify patients who might benefit from nutrition and nutrition counseling services, like folks with chronic illnesses.

And second, CVS Health will further improve its Transform Diabetes Care solution. The solution is designed to reduce the complexity of self-management, improve health outcomes, and prevent the onset of diabetes for those at risk of diagnosis. 

“What’s most exciting, from my perspective, is our ability to connect the dots for patients in a very easy way,” Knecht concluded.