Final Project Report

For Consideration of CVS Pharmacy

Patient Care Scores

Sotoria Casteel April 5th, 2020

 Executive Summary

Topic Summary

CVS Pharmacy has continued to fail patients with their performance of customer service. As a
pharmacy, connecting and establishing professional, along with the courteous and respectful
character, should be their priority. Thus, a plan must be put in place to improve customer
interactions. This report will analyze improving patient care scores at CVS Pharmacy by
focusing on small talk and customer service skills at the register during the checkout process.

Findings

To help provide recommendations that benefit patient care scores the most, CVS Pharmacy
recorded two rounds of survey scores. Patients score the pharmacy on a scale of one to ten.
Survey 1 and 2 both have identical questions. In February, the employees proceed as they usually
would when interacting with customers. In March, the new customer service techniques are
implemented, and new store scores are recorded.

Recommendation

After reviewing both rounds of surveys with the old techniques and the new techniques, I believe
the research shows CVS Pharmacy should implement more small talk into their register routines.
The company should start by making sure they ask every patient about their day. Additionally,
instead of walking away to let computers load or staring blankly at the patient, they should
mention the weather, something positive, or a compliment. These small measures of change at
the register will help continue to increase patient care scores across the board. Additionally, it
will help build and establish relationships between workers and customers to ensure the customer
is more than likely to come back and continue using CVS’s services.

Introduction

Topic and Purpose

Our local CVS Akron store has fallen short the past year when it comes to impressing patients
with full consideration and commitment to their care. The regional manager has requested the
store follow new customer service skills and recommends they put forth their best efforts to
persuade patients to continue to choose this local pharmacy as their home store for maintenance
refills.
Background

Two years ago, the pharmacy was number three in the entire district overall. Additionally, the
store was top ten in the state for several specific categories, including patient care. However, the
store was severely small and needed a massive remodel. The workload became a lot to handle as
the store remained open during all hours of the construction. The tension and stress put a lot on
the workers. The store remodels ended up pushing out over half of its original staff. There has
been a large amount of concernment that the store will not recover from poor patient reviews. To
recover from the negative assessment, CVS Pharmacy is asking the technicians and new workers
to go above and beyond when establishing relationships with current patients.

Scope

This report will outline and show cause for the demand of change made in the check-out process
in the pharmacy for CVS. Data will be reviewed and analyzed. The following conclusions will be
made based on research, and lastly, recommendations will be made based on findings.

Discussion of Research Methods

Data Collection:

This reported collected data by using a survey. The same questionnaire was given twice, each at
different times. The first round of surveys took place during February and the second round in
March. The surveys were based on a one to ten scales of how to rate the pharmacy’s overall
patient care. Ten is the best and a zero being the worst.

The rounds of surveys were broken down. Techniques used at the register. In February,
everything stayed the same. This meant that employees did not go out of their way to connect
and establish relationships with patients. During March, employees were encouraged to dive
deep into small talk. Employees were encouraged to ask patients about their day, comment on the
weather, and use compliments.

Important Findings:

Figure one listed on the next page shows a detailed line graph that has bullet points of twenty
customer’s feedback ratings from both February and March. My findings presented show that the
store had better overall ratings during March with using small talk vs. February.
 February March

10

7.5

2.5

0
Customer 1 Customer 7 Customer 13 Customer 19
Figure One

Conclusion

The data in Figure One shows that the old technique of ringing customers out at the register was
not beneficial to our patients. March’s scores showed that the more effort we put into caring
about our patients, the happier they are to use our services. Our goal is to grow our business and
help locals pick our pharmacy as their “home” store.

Final Implementations

Recommendations

Based on the research shown in figure one and the conclusions made, it would be best for CVS
Pharmacy to start adding small talk to their register routines. Customers were overall happier
with their experiencing after a team member greeted them and held a brief conversation with
them. CVS Pharmacy could benefit from making this switch to their routine because there is no
cost, the employee's energy feeds off customers and vice-versa. This is a possible way for the
company to quickly gain more customers and keep business healthy in a simple way.