One CVS Drive
Woonsocket, RI 02895
Table of Contents
Chapter 1 – Introduction3
Chapter 2 – Current Strategy3
Chapter 3 - Proposed Strategy………….……………………………...…………….5 Chapter 4 – Proposed Metrics.6
Chapter 5 - Summary6
Chapter 1 – Introduction
MinuteClinic is a division of CVS Caremark Corporation, which is the largest pharmacy health care provider in the United States. MinuteClinic launched the first retail health care centers in the United States in 2000 and is the first provider to establish a national presence, with approximately 500 locations across 26 states and the District of Columbia. By creating a health care delivery model that responds to consumer demand, MinuteClinic makes access to high-quality medical treatment easier for more Americans. We have seen 9 million patients since MinuteClinic started 10 years ago. Since 2007, we've seen almost 8 million of those patients. The rate of growth has really increased dramatically. Chapter 2 – Current Strategy
MinuteClinic’s original value proposition was to bring in a disruptive health care model that targeted low-risk patients with specific needs. We still stand by that model, offering standardized diagnostics and primary care services such as common illnesses, minor injuries, and skin conditions. It is important to us that patients are seen in an affordable, convenient, and fast way. The value for the clients is substantial and real. Clinics are accessible, located in high traffic, convenient areas, and affordable. High quality is provided through standardized protocols for testing and other services. Mission Statement
To provide expert care and innovative solutions in pharmacy and health care that are effective and easy for our patients. Vision Statement
To offer the most efficient, most effective patient care in the most convenient locations for our patients. Core Values
Accountability, Respect, Integrity, Openness and Teamwork. Our current Operational Strategy is referred to as “McDoc in the box”. This service delivery strategy is based on enabling easy and convenient access by locating the clinics at high traffic pharmacies, delivering fast and high quality care through streamlined patient diagnostics and protocol based treatment processes, cost effectiveness through trained yet lower cost workforce of Nurse Practitioners and Physician Assistants. The partnership with CVS pharmacies and continuously improving protocols are key enablers for the exponential growth of MC clinics in the past five years. The stores are located at high traffic pharmacies within CVS system with Walk-in service, seven days a week. The average wait time is limited to 5-10 minutes in most cases. The transferability of services is achieved through the collocation of the Clinics in CVS pharmacy premises. Most of the patients can get their medication prescribed at the clinic from the pharmacy enabling higher flow of volume of transactions per walk in patient. The 5-10 minutess limited service delivery duration is well suited to treat a range of different conditions while maintaining higher volumes. Technology includes “Click-and Point” diagnostics, Information system for patient record, and Pager system to manage customer wait times. Every patient visit, the patient medical information is entered into user’s electronic medical record, which is maintained by the Clinic. The patients of the patient’s Primary Care Physician can request the information in an electronic format. This allows for more communication between the Clinic and the PCP.
Chapter 3. Proposed Strategy:
CVS Minute Clinic is competing in a disruptive market place. Driving high volume of patients through the clinics is important for financial viability. Dependence on a narrow set of services and patient types is at the core of fast and low cost service model. Given the...