When CVS announced it would open more than 600 HealthHUBs across the country last year, consumers were extremely likely to give them a try. This new store model – different from the Minute Clinic model – was to offer a variety of health and wellness services that almost described a mini physician’s office. In January of 2020, 44% of U.S. adults reported a likelihood to visit a CVS HealthHUB.
Now, almost 50% of people say they are likely to visit a CVS HealthHUB, which shows an increase in interest since the initial launch of the model. And, a decent percentage of people have actually used one or plan to use one. CivicScience data show 28% of U.S. adults have been to a CVS HealthHUB and 20% plan to, which amounts to 48% of the population.
CVS HealthHUB visitors are dominated by those under age 35. Users and intenders make up 85% of Gen Z survey respondents. The next largest HealthHUB user group is the 25- to 34-year-olds who have used, or plan to use, the HUBs at 64%. While Gen Z looks to be all about HealthHUBs, their dissatisfaction rate is the highest of all generations. One-third of Gen Z survey respondents said they didn’t like their experience at a CVS HealthHUB, which is greater than the percentage who liked their experiences. While older generations haven’t tested out HealthHUBs at even close to the same rate as Gen Z respondents, their satisfaction is much greater in comparison to their dissatisfaction.
In terms of general health care received, patients who haven’t been satisfied with their care (regardless of the provider) are curious about CVS HealthHUBs – nearly one-quarter intend to visit a HealthHUB and 34% have already tried them. The very dissatisfied appear to be difficult to please overall considering they were more dissatisfied than satisfied with their HealthHUB experiences.
People who report being unemployed have a greater likelihood to utilize HealthHUB services than those who are employed, but it has little to do with how they get their health insurance. People who are uninsured have used and intend to use HealthHUBs at the same rate as people who are covered through their spouse or family.
Usage of HealthHUBs is more specifically connected to health care costs. People who haven’t been able to afford a trip to the doctor – regardless of whether or not they had some kind of health insurance – clearly relied on CVS HealthHUBs within the last year. And, among these people, satisfaction with HealthHUBs is higher than dissatisfaction.
Close to half of adults in the United States are interested in wellness clinics in general to treat common illnesses. Given the enormous interest and usage of CVS HealthHUBs, it’s only likely to grow. The only catch would be the high levels of dissatisfaction among one of their largest user groups. Perhaps people under 25 have unrealistic expectations for health clinics, or perhaps they represent a new generation of health care preferences.