Digital Insights from My 18 Years at CVS Health – Part 1

We had the opportunity to sit down with Dustin Humphreys, RPh, president of Digital Pharmacist, and ask him four questions about the pharmacy landscape. 

Question: Why is digital important to pharmacy?

Humphreys: Digital is actually a mechanism to engage your patient and bring them closer. It is a myth that digital pushes your customer away. It is important to note that digital is not a replacement for personal service. Instead, digital is a way for them to engage with you on their terms and on their timeline. You never know when a patient is going to need information or want to engage around their medication, and you can’t assume that they would rather call you. In fact, 55 percent of patients want to refill their prescription via a smartphone exclusively.1

Question: Why did you join Digital Pharmacist?

Humphreys: I have always had a passion for independent pharmacy. As a teenager, I started my journey in the industry working for my hometown independent pharmacy. I really enjoyed being part of a team that provided amazing care to the patients we served and the special relationships we had with them. I truly believe independent pharmacies provide the highest level of pharmacy care. Joining Digital Pharmacist is my way of getting back on that team. 

Question: What did you learn while working on digital and innovation at CVS Health?

Humphreys: CVS and other major retailers are leveraging digital more than ever. Digitally enabling your business is a must and no longer a nice to have. All modern-day businesses are integrating digital heavily into their business. Just look across all industries — restaurants, retailers, banking and transportation are all now digital. It is the way of business. Your patients expect you to engage with them digitally. Done properly, digital engagement will drive patient satisfaction, loyalty and sales while at the same time lowering costs. 

Question: What are your thoughts on digital adoption?

Humphreys: Digital adoption takes time and effort. You will be surprised at how many of your patients will engage digitally, especially if you recommend it. Additionally, don’t assume that senior patients won’t adopt digital tools; smartphone adoption among seniors has quadrupled between 2011 and 2018 and continues to increase.2 Patients who take multiple medications actually benefit the most from digital engagement. Having the “pharmacy” in one’s pocket in the form of an app is extremely useful to all of your patients, which is one of the reasons why CVS invested so heavily in digital. 

Let Digital Pharmacist help you connect with your patients. Give us a call at (877) 959-7550 or email us at [email protected].

Stay tuned as we ask Dustin Humphreys, RPh, additional questions about the pharmacy industry and what kinds of industry changes he expects. 

References

  1. https://www.cmo.com/adobe-digital-insights/articles/2016/7/12/adi-healthcare-in-the-digital-age-report.html#gs.sac5sm
  2. https://www.statista.com/chart/9648/tech-adoption-by-seniors/