WOONSOCKET, R.I. — CVS Health is spotlighting the growing challenges older adults face as health care becomes increasingly digital, citing new research showing that many Medicare-eligible consumers struggle to navigate online health tools and information.
The company said more than 7 in 10 Medicare members report feeling confusion or uncertainty when navigating health information online, underscoring the growing importance of digital health literacy for access to care and health outcomes.
CVS Health defines digital health literacy as the ability to access, understand and navigate digital tools used to manage health care, including patient portals, telehealth platforms, online forms and digital communication tools. The company’s research included surveys, interviews and group discussions with seniors across a range of demographics, income levels and living situations.
According to the findings, many seniors face barriers including limited internet access, difficulty navigating digital systems, concerns about privacy and security, and a lack of confidence in using technology. CVS Health said these obstacles can contribute to missed appointments, delayed medications and challenges managing chronic conditions.
“Trust and simplicity of care are critical to improving health outcomes,” said Dr. Ayo Gathing, senior medical director and deputy chief health engagement & access team officer at CVS Health. “Clear, simple digital experiences paired with the right support can increase trust for the aging population, which boosts engagement and leads to more access.”
Despite the challenges, CVS Health said 86% of respondents expressed openness to using digital health tools if experiences are easier to understand and supported by accessible guidance. Seniors indicated they value simplified interfaces, straightforward login processes and access to human assistance either by phone or in person.
The company said it is using the research to shape improvements across its digital ecosystem. Initiatives include AI-powered tools such as Care Paths, conversational AI navigation for members, enhanced pharmacy self-check-in capabilities, and community education classes through Oak Street Health focused on smartphone basics and fraud prevention.
CVS Health also said it plans to launch Health100 later this year, an AI-native platform designed to serve as a unified entry point for pharmacy, pharmacy benefit and health care services.
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