The CVS Enterprise Patient Hub, a web services platform and master data management system, reconciles the unique customer identifiers for each of those lines of business so the retail pharmacy system understands that the Jane Smith filling prescriptions at a particular physical location is the same Jane Smith getting other medications through the CVS Caremark mail-order business. New messaging and tokenization techniques have also been added to maintain continuity across systems and to allow a single code base to support myriad devices and provide a consolidated user experience. Meanwhile, behind the scenes, these technologies are interacting with best-of-breed legacy systems built for the individual lines of business, Gold says.
"We didn't want the hub to sit inside of any application," he says. "It's all part of a modernization strategy and deliberate architecture decisions for how we continue to go down the path of thinking enterprise. We are taking systems originally built in the best possible way for lines of business and making them dual-purpose."
Rather than attempting a rip-and-replace digital transformation, Gold says a more measured approach, which includes crafting a very deliberate services-based enterprise architecture, is key to building a future-proof platform that can evolve to meet customers' needs. Since piloting the integrated pharmacy experience, CVS Health has started to see increased usage and adoption of its digital offerings. For example, one-third of the company's pharmacy customers use one or more digital tools, more than half of digital prescription refills come from mobile channels, and there are now 20 million text enrollments for pharmacy pickups and refills.
Once the system is fully implemented, Gold expects that, on a typical day more than 40,000 patients (or 15 million annually) will visit the integrated site and refill nearly 90,000 prescriptions (or almost 33 million annually) through digital channels. The improvement in the refill conversion rate is expected to deliver an ROI of as much as a 165 percent on an annualized basis, he says.
Beyond its simplicity of experience, the integrated pharmacy is also instrumental in helping CVS Health deliver on its core mission of helping people manage their health. "We're helping to drive greater medication adherence, which is one of the most effective ways to fight chronic disease," Gold says. "It's rewarding when your IT-enabled innovations deliver both business success and healthier outcomes."
Putting the patient first
When your business is treating cancer patients, no detail is too small -- from the quality of the food to the comfort of the bedding to the technology you use to improve the patient experience.
Those were the marching orders when Cancer Treatment Centers of America (CTCA) began planning an expansion of its Midwestern Regional Medical Center, also known as CTCA at Midwestern, which is part of a national network of five specialized cancer hospitals. The new, six-story in-patient facility, which opened in November 2015, includes 72 private rooms and 48 guest quarters set to open shortly. Beyond such comforts as a large demonstration kitchen and expanded dining and salon services, the unit features cutting-edge IT systems designed to enhance the patient experience with personalized care and, most importantly, help create an environment of healing and hope.
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