CVS Company Values and Integrity 2 — Questions and Answers
Question 1: A CVS colleague notices a coworker taking merchandise without paying. According to CVS values, what is the best first step?
- Confront the coworker directly and loudly
- Report the behavior to a manager or through the Ethics Hotline (Correct answer)
- Ignore it to avoid conflict
- Wait to see if it happens again before acting
Correct answer: Report the behavior to a manager or through the Ethics Hotline
CVS expects colleagues to report suspected theft or policy violations to a manager or through the Ethics Hotline rather than confronting or ignoring the issue.
Question 2: Which of the following best reflects CVS Health's commitment to innovation as a core value?
- Maintaining existing processes regardless of outcomes
- Encouraging colleagues to identify and propose better ways to serve customers (Correct answer)
- Prioritizing speed over accuracy in all situations
- Following competitor strategies without internal evaluation
Correct answer: Encouraging colleagues to identify and propose better ways to serve customers
CVS's innovation value means actively seeking improvements and encouraging all colleagues to contribute ideas that better serve patients and customers.
Question 3: A pharmacist is pressured by a manager to fill a prescription they believe has a safety concern. What should the pharmacist do?
- Fill it to avoid upsetting the manager
- Document the concern and raise it through proper channels, including the Ethics Hotline if needed (Correct answer)
- Quit immediately
- Fill it but tell the patient verbally
Correct answer: Document the concern and raise it through proper channels, including the Ethics Hotline if needed
Patient safety is a core CVS value; colleagues are expected to escalate safety concerns through proper channels even when facing internal pressure.
Question 4: CVS's 'Caring' value is best demonstrated by which employee behavior?
- Completing tasks as quickly as possible without customer interaction
- Taking time to address a customer's health question with empathy and accuracy (Correct answer)
- Referring all questions to a supervisor
- Focusing solely on sales metrics
Correct answer: Taking time to address a customer's health question with empathy and accuracy
Caring at CVS means genuinely attending to the health and wellbeing needs of every customer with empathy and knowledge.
Question 5: Which scenario best illustrates a conflict of interest that a CVS colleague must disclose?
- A colleague who shops at a competitor pharmacy
- A colleague who recommends a vendor owned by a family member (Correct answer)
- A colleague who uses the employee discount
- A colleague who takes a lunch break
Correct answer: A colleague who recommends a vendor owned by a family member
Recommending a vendor in which you have a personal financial interest is a conflict of interest that must be disclosed per CVS integrity standards.
Question 6: CVS Health's Ethics Hotline is designed to allow colleagues to:
- File complaints about pay disputes only
- Report concerns anonymously without fear of retaliation (Correct answer)
- Request schedule changes
- Apply for internal promotions
Correct answer: Report concerns anonymously without fear of retaliation
The Ethics Hotline provides a confidential, non-retaliation channel for reporting integrity, compliance, or conduct concerns.
Question 7: What does CVS mean when it refers to acting with 'Accountability'?
- Blaming others when things go wrong
- Passing difficult decisions to leadership always
- Taking ownership of your actions and their outcomes (Correct answer)
- Avoiding tasks with uncertain results
Correct answer: Taking ownership of your actions and their outcomes
Accountability at CVS means owning your decisions, actions, and results — including acknowledging mistakes and working to correct them.
CVS Company Values and Integrity 2
A CVS colleague notices a coworker taking merchandise without paying.
According to CVS values, what is the best first step?