CVS - Assessment Company Values and Integrity Questions and Answers — Questions and Answers
Question 1: You find a customer's wallet in an aisle containing a significant amount of cash and credit cards. What is the most appropriate action to take, reflecting CVS's value of Integrity?
- Look for an ID to try and call the customer directly.
- Immediately turn it in to the store manager or leader on duty according to store policy. (Correct answer)
- Leave it where you found it, as the customer will likely retrace their steps.
- Hold onto it in your pocket in case the customer comes back and asks you personally.
Correct answer: Immediately turn it in to the store manager or leader on duty according to store policy.
The correct action is to follow official store procedure by turning the wallet over to the manager on duty. This ensures the item is securely logged and stored, protecting both the employee from suspicion and the customer's property. Attempting to contact the customer directly can be a privacy concern, and leaving it or personally holding it is irresponsible.
Question 2: A vendor who stocks products in your store offers you a personal gift card as a 'thank you' for always keeping their display area neat. According to the CVS Code of Conduct, what is the most ethical response?
- Accept the gift card but don't tell your manager.
- Tell the vendor to give the gift card to your manager instead.
- Thank the vendor but politely decline, explaining that company policy prohibits accepting personal gifts. (Correct answer)
- Accept the gift and share it with your coworkers.
Correct answer: Thank the vendor but politely decline, explaining that company policy prohibits accepting personal gifts.
The CVS Code of Conduct prohibits accepting gifts of cash or cash equivalents, like gift cards, from vendors. Accepting personal gifts can create a real or perceived conflict of interest. The most professional and ethical action is to politely refuse and state that it is against company policy.
Question 3: Which of the following actions best demonstrates the CVS value of 'Accountability'?
- Notifying the pharmacist immediately after realizing you miscounted a non-controlled medication in a prescription fill. (Correct answer)
- Suggesting a new way to organize the stockroom to the manager.
- Blaming a coworker for a mistake made on a shared task.
- Completing your assigned tasks quietly and avoiding interaction with others.
Correct answer: Notifying the pharmacist immediately after realizing you miscounted a non-controlled medication in a prescription fill.
Accountability means taking ownership of your actions and their outcomes, especially when a mistake is made. Reporting the error promptly allows it to be corrected safely and demonstrates integrity. Suggesting improvements aligns with 'Innovation', while blaming others is the opposite of accountability.
Question 4: While working, a neighbor approaches you and asks if another person from the neighborhood has picked up their heart medication, explaining they are just trying to be helpful. How should you respond?
- Give a general answer like, 'I think I saw them earlier.'
- Tell them you can check the system for them quickly.
- Tell your neighbor to wait while you ask the pharmacist for permission to share the information.
- Politely state that due to patient privacy laws, you cannot share any customer's information and suggest they contact the person directly. (Correct answer)
Correct answer: Politely state that due to patient privacy laws, you cannot share any customer's information and suggest they contact the person directly.
This response correctly upholds strict patient confidentiality as required by law (HIPAA) and company policy. Sharing any information, including confirming if someone is a customer or has picked up a prescription, is a violation of their privacy.
Question 5: The 'Heart At Work' behaviors are a key part of the CVS Health culture. What is their primary purpose?
- To provide a framework for interacting with colleagues and customers that reflects the company's core values. (Correct answer)
- To outline the specific steps for qualifying for annual raises and performance bonuses.
- To detail the technical procedures for pharmacy tasks like inventory management and insurance claims.
- To list the daily and weekly sales goals that store teams are expected to achieve.
Correct answer: To provide a framework for interacting with colleagues and customers that reflects the company's core values.
The 'Heart At Work' behaviors (such as 'Putting people first' and 'Inspire trust') are designed to guide how employees embody the company's values in their daily interactions, fostering a culture of care, collaboration, and integrity.
Question 6: Which of the following is NOT one of CVS Health's stated core values?
- Innovation
- Collaboration
- Competition (Correct answer)
- Integrity
Correct answer: Competition
CVS Health's core values include Caring, Collaboration, Innovation, Integrity, and Accountability. 'Competition', which focuses on rivalry with other companies, is not listed as an internal core value guiding employee behavior.
CVS - Assessment Company Values and Integrity Questions and Answers
You find a customer's wallet in an aisle containing a significant amount of cash and credit cards.
What is the most appropriate action to take, reflecting CVS's value of Integrity?