Essay on Pharmacy service improvement at CVS

2146 WordsOct 26, 20149 Pages
Modeling Assignment Case: Pharmacy service improvement at CVS Case: Pharmacy Service Improvement at CVS INTRODUCTION Consumer Value Store (CVS) opened in Lowell, Massachusetts in 1963. The company was one of America’s largest retail drugstores and had 4,000 stores and revenue of $24.2 billion by 2002. Generally, a company that serves pharmacy service must emphasize customer’s satisfaction, customer’s safety, and process efficiency. The purpose of CVS is to satisfy consumer’s needs, guarantee the accuracy of filling prescription and the health of customers, and improve the existing pharmacy fulfillment process.…show more content…
The technician must search for the right prescription for customers among the bags, verify customers’ identities, and take any required payments from customers (McAfee, 2006). The MAJOR PROBLEMS AT CVS’s PHARMACY FULFILLMENT PROCESS According to the analysis of the pharmacy fulfillment process by PSI team, a number of major problems in the five basic steps should be concerned and emphasized by the company. The drop-off stage has a major problem for nobody watching in-store drop-off window. This problem will cause the decrease of customer’s satisfaction because customers cannot drop off their scripts and make the requested pickup time at that time and also waste customer’s valuable time. If no pharmacy staffs serve customers in any service time, the company will lose the trust from customers and will not achieve its organizational goals. The data entry stage has two major problems. The first problem is drug utilization review (DUR). As showed by PSI team for the pharmacy fulfillment process, DURs arise frequently and pharmacists must waste time to intervene. CVS’s central database of customer fails to update and understand customers’ newest condition, so that the issue of DUR triggers customer’s dissatisfaction and wastes a lot of time for pharmacists. The second problem in the data entry stage is no refill allowance. Many customers may lose track of how many refills that were allowed and drop off an ineligible script
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