Company Values and Integrity Flashcards

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?

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.

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?

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.

Which of the following actions best demonstrates the CVS value of 'Accountability'?

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.

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?

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.

The 'Heart At Work' behaviors are a key part of the CVS Health culture. What is their primary purpose?

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.

Which of the following is NOT one of CVS Health's stated core values?

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.