Why convenience is the new currency in member experience

Health care at a crossroads

Patients expect their health care to be as smooth as other services they use. For health care plans, this shift is more than a customer service challenge; it’s a strategic imperative. Easier access helps people follow their treatment plans, improving adherence and quality scores and lowering their total cost of care.

The stakes are high

About 47% of Americans delay health care tasks due to cost and access challenges*, and other issues (including long wait times, limited office hours and difficulty finding providers) cause an additional 17% of adults to postpone or skip care entirely.* Missing a refill or delaying treatment can lower adherence and increase medical spending and risk of complications. Convenience has become a currency, and plans that focus on it will see better outcomes and loyalty.

Redefining pharmacy access

For decades, having a neighborhood pharmacy was enough. Today, members want care that fits their lives. They want a pharmacy five minutes away with extended hours. They want same-day delivery to their door and easy-to-use digital tools. This is true across every demographic, from urban millennials juggling work and family to rural baby boomers managing chronic conditions.

This evolution is about more than convenience. It’s also about equity. People who have transportation barriers or live far from a pharmacy often experience worse health outcomes. Expanding access is an imperative for an industry committed to improving population health.

The CVS® perspective

At CVS Pharmacy®, we see convenience as a lever for transformation. We have over 9,000 locations (including recent expansion across the Pacific Northwest) that help health plans give members more care and support. Our small-format stores in urban neighborhoods bring essential health services closer to where members live and work.

Imagine someone in a city where traditional pharmacies have closed. A CVS small-format store opens nearby, offering more than just medication. They now have one nearby location where they can get prescriptions, vaccinations and health services.* They no longer have to navigate multiple health care providers and long travel times. For plan providers, that single point of access can help close gaps in care, improving how often members take medication and see a health care provider.

We support our stores with same-day delivery nationwide and market-leading digital tools, creating a seamless pharmacy support experience for plan members. These tools help plan providers meet patient experience expectations, address care gaps and enable healthy outcomes.

Why it matters for health plan providers

While location remains the top driver of pharmacy choice,* there are other conveniences to consider. Things like extended hours and weekends, medication availability, fast prescription fulfillment and real-time digital updates on prescriptions. Getting these right for patients drives measurable impact for health plan providers.

CVS convenience and support drive measurable outcomes:

• #1 in Medicare Stars adherence performance for total member support among pharmacies*
• Lower emergency room (ER) visits: About 6% fewer ER visits compared to members loyal to competitor pharmacies and about 12% fewer visits compared to members who use multiple pharmacies*
• Highly rated member experience: Over 90% overall satisfaction with CVS Pharmacy colleagues (Q4 2025)*
• Wait-time leadership: Nearly 90% of CVS patients experience wait times at or better than expected (strongest among drug chain pharmacies)*

Beyond metrics, we build trust by combining convenience and personalized support. When patients feel supported by their neighborhood pharmacy, they stay engaged and adherent to therapy.

Looking ahead

The future of pharmacy access will be defined by who can integrate delivery, digital, and physical channels into a seamless experience. For health plan providers, the question isn’t whether to prioritize convenience; It’s about finding the best pharmacy partners that can help them offer easier access for their members. In a world where consumer expectations shape health care choices, convenience isn’t optional. It’s the cornerstone of competitive advantage.

Explore how CVS Pharmacy partners with health plan providers to turn convenience into better outcomes and stronger member engagement.