Improving consumer experience in healthcare significantly impacts medication adherence, preventive care, and overall health outcomes. CVS Health focuses on building trust through retail innovations, pharmacist engagement, and digital tools. Patient satisfaction correlates with higher adherence rates, lower emergency visits, and reduced healthcare costs. Initiatives like virtual verification, self-serve options, and AI-driven Next Best Actions have driven measurable results, including better clinical outcomes and increased vaccination and PCP visit rates. Satisfied members are also more loyal, reducing churn and strengthening continuity of care.

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