Here's how CVS CEO Larry Merlo expects coronavirus to change how we shop and seek health care
may still shape how customers shop and use health care — and influence how it operates its own business.
The health-care company's CEO Larry Merlo said those trends, which have gained popularity during the pandemic, may offer a preview of the future. He said in a Wednesday earnings call that CVS is starting to see "a new normal emerge." The drugstore chain saw sudden and dramatic changes to its business because of Covid-19. Virtual visits through Minute Clinic, its urgent care service, were up 600% compared to the same quarter in 2019. Home delivery of prescriptions surged by 1000%. Use of the company's app increased double-digits. And CVS had a four-fold increase in the number of customers adding front store items, such as toilet paper or soap, to prescription home deliveries.
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