• Aetna is empowering its members with clearer choices, better tools and improved navigation to help lower the total cost of care, Steve says.

• To deliver health care that feels more personalized, intuitive and easy to navigate, Aetna is borrowing from the best consumer experiences, including Spotify, Delta, Peloton and even Diet Coke.

• “The future is very bright. I'm very excited,” Steve says. “I've seen more progress in the last 18 months than I've seen in the last decade of my career.”

• Oak Street Health has 230 centers across 27 states, with most located in “primary care deserts” — geographic areas with a shortage of health care professionals relative to the population, Dr. Milford says. 

• By addressing a patient’s social determinants of health — non-medical factors that influence health outcomes, such as food security, housing and social isolation — Oak Street Health helps them better manage their chronic conditions and adhere to treatment plans, leading to their better health.

• “Oak Street was built long ago on this mission of rebuilding health care as it should be,” Dr. Milford says. “I think that we've demonstrated that this is the right model for these types of patients in these communities.” 

• We use AI to summarize data like medical records and call center interactions to help consumers understand their benefits, navigate support calls and stay informed with personalized outreach, Josh says.

• Josh emphasizes that AI also improves the colleague experience by automating repetitive tasks and allowing them to focus on what they do best: caring for members, patients and customers.

• "When we help consumers, we improve company performance,” Josh says. “There's a well-established relationship between consumer satisfaction, Net Promoter Score and growth."

• We recently launched a program to give legislators tours of distribution centers, mail order facilities and CVS Pharmacy stores to showcase the many ways the company supports their communities. 

• "We really want policymakers to see and understand that we're not just this big company, we are the CVS in their neighborhood that’s staffed by their constituents," Melissa says.

• The company has the assets it needs — an insurance provider, a pharmacy benefit manager, health care providers and pharmacies — to restore trust in health care, Dr. Amy Compton-Phillips says.

• Innovation is change at scale, like when the company enables pharmacists with AI to enhance patient safety or adds primary care services to MinuteClinic locations to address unmet preventive health care needs, she says.

• “We're actually going to deliver on the promise of being the trusted organization that succeeds in simplifying health care,” Dr. Compton-Phillips says.

• CVS Pharmacy is finding new ways to excel in the three tenets of retail: providing great value, selection and service.

• Our team takes a strategic, customer-first approach to selecting every product we carry. We’re particularly proud of the evolution of the CVS Store Brands portfolio, including Joyward, our new holiday brand.

• "One of our focuses has been how we really position our store at the center of the community," Musab says, explaining that CVS does this by bringing in the products community members want at more competitive prices.

• Our ambition is to be America's most trusted health care company. "Every single interaction creates that one opportunity to build trust across the enterprise," David says.

• We define our purpose as, “to simplify health care one person, one family and one community at a time.” David says, “It's really important now that we come together... and make sure that we're pointing everybody in the direction that we're heading.”

• David and Heidi hosted roundtables with colleagues from across the enterprise as they defined our four values: We care. We innovate with purpose. We are accountable. We prioritize safety and quality.  “They go both outward towards our customers and patients and they go inwards” towards fellow colleagues, Heidi explains.

• Dr. Kornitzer emphasizes that a large percentage of chronic illnesses can be prevented through regular screenings and annual wellness exams with a primary care physician.

• Aetna wants its members to live “their best and healthiest lives,” and it makes it easy for them to access preventable care through digital reminders for checkups, mammograms, colonoscopies and more, he says.

• "When you take preventive care seriously, you're not just adding years to life, but you're really adding life to years," Dr. Kornitzer says.

• Our history of innovation at CVS Caremark demonstrates that we are uniquely positioned to positively impact the market.

• Members feel supported when their prescription plan prioritizes affordability, and their biosimilars are backed by regulatory approval for safety and efficacy, Joshua notes. 

• "If we remain focused on driving to lower-cost products and using our technology to make that even easier for everyone involved, we will be able to maximize the savings potential that biosimilars provide," Joshua says.

• Signify Health maintains the trust of its health plan clients by connecting their members to care where they are most comfortable and accessible, Paymon says.

• Paymon shares the story of his recent “ride along” with a Signify Health clinician, and how he observed her documenting a range of social and clinical data points during an In-Home Health Evaluation.

• Signify Health clinicians are physicians, physician assistants and nurse practitioners. “Their capabilities … would surprise a lot of folks,” Paymon says.

• 31% percent of adults in the U.S. are overweight and more than 40% are obese, which increases stress on the heart and joints, leading to heart disease, stroke, arthritis and additional health issues, Dr. Gourdine says.

• Obesity is a chronic medical condition that requires care, and there are a variety of types of support, including nutrition, physical activity, behavior modification and medical interventions.

• The CVS Weight Management program takes a team-based approach and empowers CVS Caremark members to develop sustainable habits to achieve long-term weight loss. The data is remarkable, Dr. Gourdine says. For instance, GLP-1 users experienced an average weight loss of 16% after one year in the program.

• CVS Health pharmacists provide high-quality pharmacy care to patients in their local communities, and they have earned the trust of their patients, Lucille says.

• We prioritize strong relationships with patients, so whether our pharmacists are supporting patients in different languages or helping them navigate their health care, they are making a difference. 

• In her role as Chief Pharmacy Officer, Lucille says it is part of her mission to advocate for our more than 30,000 pharmacists and give them the opportunity to practice at the top of their training while providing the meaningful care our patients want and need. 

• Each Navarro Discount Pharmacy and CVS Pharmacy y más store has bilingual signage and a bilingual pharmacist and store manager, which “drives a deeper and more engaging connection” with Hispanic customers because it gives them the opportunity to connect with health care staff in their preferred language, Alfredo says.

• Alfredo says that one of the many features that drives Hispanic customers to the stores are the value-sized products and value-size packs, which offer deals and brands customers recognize.

• We’re paying attention to Hispanic customers’ preferences in the grocery, beauty and health categories, and using them to develop concept stores and enhanced designs that will improve their shopping experience, he says.

• Value-based care is a health care delivery model that focuses on providing high-quality care while managing costs. 

• Government programs, like Centers for Medicare and Medicaid Services (CMS), or health insurance companies incentivize value-based care providers for achieving better health outcomes for patients rather than for the number of services provided, Dr. Chaguturu says.

• Dr. Chaguturu outlines the ways we support value-based care delivery at CVS Health, including MinuteClinic’s preventive care and chronic disease management, Signify Health’s in-home health evaluations and Oak Street Health’s comprehensive primary care for older adults.

• Our Volunteer Challenge Grant and Matching Gifts programs underscore our commitment to the communities we serve, by encouraging colleagues to donate their time and by financially supporting the nonprofits they love.

• “Our colleagues volunteer at nonprofits of all shapes, sizes and focus areas around the country,” Jenny says. “And for a lot of these organizations, the hours and in-kind support they get from volunteers are a huge part of how they deliver their programs and services.”

• Jenny encourages her fellow leaders to support the colleagues on their teams who volunteer, and she points out how studies show volunteering increases employee engagement and retention.

• Tony discusses how the goal of the app is to be “the center of our customer’s interactions with us,” from giving caregivers access to their family’s prescriptions to delivering an excellent omnichannel experience to customers.

• The enhanced app gives users the ability to manage all of their prescriptions — CVS Pharmacy, CVS Caremark mail order and CVS Specialty — in one place, and it supports a seamless pick-up experience at CVS Pharmacy locations.

• Tony highlights one of his team’s in-store innovations, the smart lockers, which are live in three New York City stores and give verified and trusted ExtraCare customers the ability to open in-store locked cabinets with the CVS Health app.

• In 2025 and beyond, the Digital, Data, Analytics & Technology team will continue making enhancements to the CVS Health app and incorporating artificial intelligence–based experiences, such as natural-language chat capabilities, Tony says.

• Mario Rivera, SVP, chief supply chain and logistics officer, Pharmacy and Consumer Wellness, and Josh White, VP, inventory management and optimization, discuss the improvements we've made to our inventory process over the last two years.

• Optimizing inventory with machine learning helps the demand-planning team stay on top of trends and figure out how to best manage what goes in our stores — since there are 180 million possible product-store combinations.

• Customers are happier with the on-shelf availability of in-demand products, and the company benefits by reducing excess inventory and using the funds to invest in other areas of the business.

• Inventory planners at the company are using machine learning to augment their work. It allows them to spend more time on strategic aspects of their job like partnering with suppliers to ensure CVS Pharmacy has the right products in the supply chain and introducing new items to customers while removing outdated ones from shelves.

• CVS Health is expanding the primary care capabilities at MinuteClinic by working with payors and health systems to offer MinuteClinic as an in-network primary care provider.

• Currently, MinuteClinic offers in-network primary care services to select Aetna members in Houston, San Antonio and the greater Atlanta area with plans to include more markets and payors in the future.

• MinuteClinic has been adding services related to primary care for the last two decades, including wellness visits, chronic care management and health screenings, and it is now expanding into longitudinal primary care, which is a patient-centered model of care that focuses on an ongoing relationship between the MinuteClinic care provider and the patient.

• To deliver primary care, we are building on these capabilities, and in certain markets, MinuteClinic nurse practitioners have been credentialed as primary care providers. This gives patients accessible, end-to-end and preventive care where and when they need it.

Service availability may vary by location.

• This year, Project Health is on track to host more than 1,700 events and screen more than 50,000 people. It hosts events in communities and at CVS Pharmacy locations with its fleet of mobile units.

• The health screenings measure blood pressure, cholesterol and glucose, and screen for osteoporosis and early signs of depression, health conditions that may be early indicators of a chronic disease or disorder. After the screening, people have one-on-one consultations with a nurse practitioner, who reviews the results with them and offer guidance.

• Project Health is in 20 states and more than 30 cities, and builds its programs in communities where there are high health disparities or high rates of chronic disease.