Analysis of the Case
What changes do you recommend to CVS’s existing pharmacy fulfillment process?
What information technology (IT) changes, if any, are required to implement those
changes? (200–400 words)
After reviewing the current CVS website and what it offers I quickly realized that
reflecting back 11 years to the original timeframe of 2005 for this case study would be the best
means to develop and present a “process flow analysis” (Schroeder, Goldstein, &
Rungtusanatham, 2013) in exhibits 1 and 1A.
In 2005, a customer comes into the CVS Pharmacy and presents their paper prescription
and insurance card to the pharmacy counter, receives an approximate time that it will be filled,
and then exits the pharmacy. Real simple, real quick but not real efficient if any additional
information is required or the requested medication is not available. A recommended change
while the customer is at the counter would be for the pharmacy to verify the customer’s personal
information for accuracy such as name, address, date of birth, their current insurance plan for
validity and if any copays will be necessary. The pharmacy would then check to see if the
requested medication was available then provide the customer an estimated time that the
prescription would be available for pickup. The pharmacy could also request a good contact
number if a delay or problem is anticipated to prevent the customer from returning until the
prescription is ready.
Information technology (IT) changes that I see currently being used by CVS are the
ability for the customer to create an online account to provide all their pertinent personal
information in advance to include their insurance provider. To protect your privacy, CVS requires
you to do a one-time, two-step verification process so that no one but you can view your
prescription records. You must first create an online account and then sign up for Prescription
Management by completing the verification process (CVS, 2016).
One issue that cannot be avoided since by law CVS must have the original new paper
prescription in order to fulfill the prescription you still have to take it in person to your local
CVS pharmacy but time is still saved by creating the online account so that the information is in
the pharmacy patient data base for verification. Using technology a health care provider can
submit the prescription electronically or call in the prescription to CVS’s 800 number for an in-
store pickup. Home delivery service is also available as long as the medication is not a controlled
