CVS connecting with patients through its first health center

Drug Store News, Oct 20, 1997 by James Frederick

WOONSOCKET, R.I. -- The chain drug industry continues to break new ground in its nationwide campaign to deliver a broader spectrum of reimbursed health care services to patients, managed care payers and integrated health networks. In the process, many chains are smashing old and restrictive definitions of what drug stores and pharmacists can do to improve lives and lower overall health costs. In the process, they're also gaining fitful acceptance by patients and payers for a wider spectrum of services at or near the pharmacy counter.

Equally important, drug chains around the U.S. are beginning to stake claims to reasonable fee schedules for some of these services. In fits and starts, chain pharmacy is learning to wield its influence with manufacturers, HMOs, employer groups and others to launch new pharmacist intervention and wellness efforts with local patient groups. As they do, the chains are also gaining growing acceptance for the notion of value-added pharmacy care and payment for those services.

The latest example: a new in-store health care center unveiled at a CVS drug store in New Bedford, Mass., last month. The center, called CVS Health Connection, represents a partnership between CVS Managed Care Inc., Pfizer Health Solutions and Harvard Pilgrim Health Care. It is staffed during normal business hours and some evenings by a full-time pharmacist, a nurse, and a receptionist who provide clinical information, health risk assessments, education, referrals to other local resources and health management programs, such as smoking cessation. Cholesterol, blood pressure, weight and blood glucose screening are also offered.

CVS charges a modest sliding fee for the services. In addition to the health promotion and screenings, the center's professional staff is trained to help patients manage chronic diseases, such as asthma, diabetes and congestive heart failure by providing care plans and monitoring between physician office visits. Technology and information resources from Pfizer also help staffers customize specific care plans tailored to individual patients and disease states.

Each patient care plan will be approved by the patient's primary care physician, who will be kept in touch with the patient's progress as monitored in the center.

CVS has a built-in patient base to help drive business into the center, which lies within steps of the pharmacy counter through a separate in-store entrance at the chain's year-old, 24-hour Kempton Street store in New Bedford. Brookline, Mass.-based Harvard Pilgrim Health Care, New England's largest nonprofit managed care organization, has contracted with CVS to provide Health Connection services to its nearly 1.2 million members.

"This initiative fits well with the range of other health services we provide," said Dr. Gerald Plotkin, regional medical director at Harvard Pilgrim. "We understand that members want answers to specific questions in a convenient setting, without losing the relationship they have with their physicians.

"Through the CVS Health Connection center, we can work in partnership with physicians to create a supportive environment for prevention and health promotion for all members in the area," Plotkin added.

CVS president and chief executive Toth Ryan, who attended the grand opening of Health Connection Sept. 11, called the venture "a more integrated approach to health care using the skills of both pharmacists and nurses.

"Until now," Ryan said, "retail pharmacy, pharmaceutical manufacturers and managed care companies have more often worked separately to provide patients with the tools, medicine and care necessary for health promotion and disease management. We now have the opportunity to bring all of our skills together to better serve the community."

Sources at both CVS and Pfizer said initial customer response to the center has been overwhelmingly positive. In addition to Harvard Pilgrim members, many cash-paying customers at the pharmacy have availed themselves of the rapid testing services available in the center, according to one source.

"The reception has been good," said CVS spokesman Fred McGrail. "We're looking at another five or more in the next year."

Locations haven't yet been announced, but McGrail said the chain was looking at a wide variety of store locations throughout the chain's Eastern U.S. empire for the health centers.

McGrail described CVS Health Connection as a "collaborative effort" between various components of the local healthcare system. "We've been working with [HMOs such as Harvard] on various ways to lower costs and improve care for patients, and this was something that grew out of that," he explained. "It's an add-on to the pharmacy area, and the store was built with that in mind."

McGrail said the center is being promoted via "a whole campaign," including circular advertising and radio spots. In addition, he said, Health Connection participated in a community health event within less than two weeks of its grand opening.

"Ultimately, we believe that this innovative approach to health promotion will enhance the delivery of health care," said Karen Katen, president of Pfizer's U.S. Pharmaceuticals and Pfizer Health Solutions divisions. "We are therefore especially pleased to be working in collaboration with a leader in health maintenance, Harvard Pilgrim Health Care, as we open the first center."