CVS Air Support: A Potential Gamechanger

Somuya Anis, Pharm.D. Candidate 2027

CVS has undergone significant operational changes since I started working there in 2018. Initially, CVS pharmacy technicians followed a protocol that involved scanning the prescription label and drug, counting the medication, affixing the labels to bottles, placing the items in a basket, and handing the basket off to the pharmacist. While this system is standard across most pharmacies, it can be time consuming and prone to mistakes. As such, research is being done into potential methods to increase efficiency, improve workflow, and reduce mistakes. In 2023, CVS launched a pilot program called “Air Support,” aimed at streamlining the pharmacist workflow by sharing prescriptions across district stores for verification and accurate entry into the system. How Air Support works is that pictures are taken throughout the filling process and, alongside patient information and profile, sent to pharmacists throughout the district. A pharmacist that is free will then examine the pictures to verify the validity and accuracy of the prescription. Despite its benefits, Air Support has its challenges, such as prescriptions occasionally getting stuck in the system, leading to delayed fulfillment and backlog at technician stations. Additionally, pharmacist oversight from other districts may result in image rejections, adding complexity for technicians and interns. As we adapt to these advancements, the question arises: Could CVS Pharmacy evolve into a virtual pharmacy model in the future? Only time will tell.