June 5, 2019
CVS’s HealthHUB concept store in the Houston area has generated such positive customer response, the retailer has decided to expand to 1,500 locations by the end of 2021. HealthHUB is part of CVS’s efforts to reduce its reliance on retail goods and emphasize its healthcare services.
This year, CVS plans to roll out HealthHUB stores in Houston, Atlanta, Philadelphia, southern New Jersey and Tampa. HealthHUB stores differ from CVS’s traditional store format, with 20% of the floor space devoted to healthcare including new product categories such as durable medical equipment and supplies. The store design also features community spaces and wellness rooms where CVS professionals and community partners can host group events, including health classes, nutritional seminars, and benefits education
HealthHUBs also offer personalized pharmacy support programs and expanded MinuteClinic services to improve care for patients managing chronic conditions. And the stores are tackling America’s obesity epidemic by offering a variety of pathways to nutritional health with one-on-one and group counseling delivered by an in-store dietitian, as well as access to weight loss programs.
All HealthHUBs feature a care concierge, which is a newly-established role within CVS. Care concierges are responsible for customer engagement including educating customers about new service offerings, as well as helping them navigate in-store services and events and connecting them to in-store providers.
CVS has been piloting three HealthHUB locations in Houston for the past six months. According to the company, customers accepted help from care concierge in more than 95% of recorded interactions beyond a greeting, with 60% resulting in engagement with a HealthHUB provider or offering.
“Our HealthHUBs in Houston are generating tremendously positive customer response,” said Alan Lotvin, M.D., chief transformation officer for CVS Health. “The opportunity to engage with a team of in-store and remote colleagues, including pharmacists, nurse practitioners, care managers and support staff resonates with consumers.”
For questions, comments or concerns, please contact Jennifer Duell Popovec