CVS
The main source of customer dissatisfaction is not delays themselves, but
discovering problems only after arriving at the pharmacy. Thus CVS should inform the
customers in advance that the prescription is not ready. This is possible through
automated checklists that verifies the insurance coverage, refills eligibility, authorization
by the doctor, DUR clearance and the drug being in stock.
Based on this check, each prescription should be assigned a clear status. Green
status indicates that all the checks are completed and the customer will be informed
when the medication is ready. A yellow status indicates that an issue, such as an
insurance rejection, is being resolved and the customer should not come yet. A red
status indicates that doctor authorization is required, with an estimated resolution time.
In addition, CVS could introduce a “fast lane” at pickup, similar to an airport
priority lane, for customers who completed all steps digitally and received confirmation
that their prescription is ready to pick up. This separates simple, ready prescriptions
from complex cases and significantly reduces waiting time at pickup.
The other method is to utilize secure pick up lockers, as is typical in China. A
customer receives a locker number or QR code in order to pick up a prescription when it
is ready. The customer can then go directly to the lockers, scan the code or enter a PIN,
and take the prescription without even going in line.