CVS Health study reveals a need for greater digital health literacy for Medicare members
CVS Health (NYSE: CVS) released a white paper, “Navigating the Digital Health Literacy Gap,” highlighting challenges Medicare-eligible older Americans face with digital health tools.
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Rhea-AI Summary
CVS Health (NYSE: CVS) released a white paper, “Navigating the Digital Health Literacy Gap,” highlighting challenges Medicare-eligible older Americans face with digital health tools.
Key findings: 58% say low digital literacy harms health management, 85% struggle with platform navigation, yet 86% are open to using digital tools and 71% want more engagement.
CVS Health is responding through a $20 billion technology investment, with initiatives like intuitive pharmacy self-service, personalized digital Care Paths, and Oak Street Health community classes to improve usability, access, and support for this growing, clinically complex population.
Details
News Market Reaction – CVS
On May 18, the day this news came out, CVS closed 0.10% above the previous close.
Data tracked by StockTitan Argus for the May 18 session.
Key Figures
- Technology investment
- $20 billion
- Long-term CVS technology investment announced in 2025
- Negative impact share
- 58%
- Respondents saying low digital literacy hurts health management
- Navigation barrier
- 85%
- Older Americans reporting challenges using digital health platforms
- Openness to tools
- 86%
- Older Americans open to engaging with digital health tools
- Eager to engage
- 71%
- Respondents eager to engage more with digital health tools
- Average conditions
- More than three
- Average number of health conditions reported by Medicare respondents
- Older population threshold
- 65 years and older
- Age of all baby boomers by 2030 in cited Census data
- Population share
- One in five Americans
- Share of population age 65+ by 2030 per Census reference
Historical Context
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Launch of online pre‑pharmacy degree program with WGU for CVS colleagues.
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Court approval for Omnicare sale to GenieRx pending regulatory clearance.
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MinuteClinic reported favorable weight‑loss and access metrics across its program.
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Strong Q1 2026 results with raised EPS and cash flow guidance.
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CVS Caremark moved to prefer biosimilars on key commercial formularies.
24h Move is the share-price change in the day after each event; other market factors may also have contributed.
Key Terms
digital health literacy technical
medicare regulatory
ai technical
ethnographic studies technical
AI-generated analysis. How Rhea-AI works. Not financial advice.
- Majority of respondents believe that low digital literacy is having a negative impact on their ability to manage their health
- CVS Health continues to launch innovative digital offerings to help members access care, as part of its
$20 billion
Key findings of the survey include:
58% state that low digital health literacy is negatively impacting their health management.- Across four key areas – navigation, knowledge, access, and trust – navigation emerged as the most significant barrier, with
85% of respondents reporting challenges understanding how to use digital health platforms effectively. - Yet, despite this challenge,
86% of older Americans are open to engaging with digital health tools. - And
71% of respondents reported an eagerness to engage more with digital health care tools.
"We're caring for the fastest growing and most clinically complex population in the country, and what we found in the research challenges a common assumption—older adults actually are more open to engaging with technology than many think," said Dr. Benjamin Kornitzer, Senior Vice President and Chief Medical Officer of Aetna. "It creates a real opportunity to meet them where they are and provide day to day support, whether it's managing medications, following up after a visit, or staying on track with chronic conditions. Technology and engagement can help them live healthier, more independent lives."
A growing population with complex needs
The need for accessible digital health solutions is becoming increasingly urgent. In addition to becoming one of the largest demographics by 2030, CVS Health's research found that Medicare respondents report an average of more than three health conditions, highlighting the importance of tools that support ongoing care management. At the same time, digital engagement helps improve access to care – from scheduling appointments to managing prescriptions and navigating benefits.
The opportunity: designing for older Americans
The research makes clear that the issue is not willingness, but usability. Older Americans are ready to adopt digital health tools when they are designed with their needs in mind and paired with the right level of support.
- More intuitive self-service: We're enabling CVS Pharmacy customers to initiate self-check-in, schedule appointments, see pharmacy rewards, and provide additional information via intuitive prompts to help expedite prescription pickup and pharmacy care.
- Personalized digital care tools: CVS Health launched Care Paths to provide more personalized, timely guidance within digital channels. These capabilities help members better understand care options and next steps, supporting a more intuitive experience.
- Community-based support: Oak Street Health offers classes on "Smartphone Basics" in their community rooms, and computer/internet access for those who may not have it at home.
The white paper is based on comprehensive research by CVS Health including surveys, interviews, and ethnographic studies of Medicare-eligible consumers across the United States. To learn more: Navigating the Digital Health Literacy Gap.
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About CVS Health
CVS Health is a leading health solutions company simplifying health care one person, one family and one community at a time. As of March 31, 2026, the Company had approximately 9,000 retail pharmacy locations, more than 1,000 walk-in and primary care medical clinics and a leading pharmacy benefits manager with approximately 88 million plan members. The Company also serves an estimated more than 37 million people through a broad range of health insurance products and related services. The Company's integrated model uses personalized, technology driven services to connect people to simply better health, increasing access to quality care, delivering better outcomes, and lowering overall costs.
Media contact
David Whitrap
David.Whitrap@CVSHealth.com
857-523-1219
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SOURCE CVS Health
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