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Frequently Asked Questions (FAQs)

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  • Why has CVS Health contracted with EthicsPoint for reporting of matters?

    EthicsPoint is an independent third party that provides secure, confidential telephone and web-based systems for use by individuals who wish to report a concern or submit an inquiry relating to business conduct. CVS Health is one of many companies that contracts with EthicsPoint for this service in the belief that potential reporters will be more comfortable reporting a concern if they know they will be reporting to a professional, third-party. The Ethics Line is available 24 hours per day, 7 days per week, 365 days per year. In addition, EthicsPoint offers translation services that allow telephone and web reports to be made in many languages.

  • What happens when I contact the CVS Health Ethics Line?

    When filing a report, you will be asked to provide the most detailed information possible about the incident. You may choose to remain anonymous when submitting your question or report; however, doing so may limit a full investigation of the matter.

    When submitting your question or report, you will be given a report key and asked to create a personal password. You will need this information to access the "Follow up on Report" section on the Web site to check the status of the matter you reported. We ask you to follow-up on your inquiry or report within five to ten business days. Continued follow-up on a matter is particularly important for anonymous reports, where we have no other means to communicate with a reporter.

  • What if this is an emergency?

    Concerns about an immediate threat of physical harm or damage to property should not be reported to EthicsPoint. If you require emergency assistance, please contact your local emergency services, or hang up and call 911.

  • Should I report my concern through EthicsPoint, my supervisor or my Human Resources Business Partner?

    CVS Health urges you to use this resource whenever you have a question or concern that cannot be readily addressed within your work group or through your supervisor. First consider whether you are comfortable raising your concern directly, such as to your manager , your manager’s supervisor or your local HRBP. Individuals within the company have indicated that, while sometimes challenging, directly addressing issues and or concerns with those involved can be very effective. If you are uncomfortable reporting your concern, if you do not know whom to contact, if you believe your concern has not been satisfactorily addressed, or if you wish to remain anonymous, please proceed with the filing of a report through EthicsPoint.

  • Should I identify myself?

    If you choose to identify yourself in reporting your concern, CVS Health will make every reasonable effort to hold your name in confidence during the investigation. Many investigations can be more quickly and effectively completed when the reporter is identified because it allows CVS Health’s investigators to follow up directly with the reporter. Please note that if you are reporting about a personal concern involving your schedule, benefits , pay or other employment-related matter, we may not be able to resolve it if you do not identify yourself. Please take this into account when filing your report.

  • What should I do if I lose my Report Key or password?

    If you no longer have your report key or password, you will no longer be able to access your report and you will be required to file a new report. The use of the report key and password is integral to maintaining a high level of confidentiality. You can mention in your new report that this matter relates to another report you previously filed.

  • What if I face retaliation?

    CVS Health strictly prohibits any retaliation against any person who reports a concern. Complaints made in good faith will not expose you to any adverse action regardless of whether the concerns you report prove to be valid or result in any corrective action. If you believe you have faced retaliation of any kind, please report it to the Ethics Line so that CVS Health can investigate.

  • Does management really want me to report?

    Yes. Reporting a concern can minimize the potential negative impact on the company and our patients and customers, and, most importantly, help to alleviate a difficulty you might be facing. When necessary, CVS Health will intercede in perceived ethical or business conduct issues. Also, offering input may help identify issues that can improve corporate culture and the company’s overall performance. If you observe or suspect a violation of CVS Health policy or of the law, as an employee, you have the obligation to speak up. Please do not assume that someone else is going to raise the concern. Unless you speak up, CVS Health may not have the opportunity to investigate and address the situation.

  • How can I monitor the status of my report?

    At the end of your telephone call or web-based report, EthicsPoint will provide you with a report key and ask you to create a password. You will be asked to telephone the CVS Health Ethics Line, operated by EthicsPoint, or visit the EthicsPoint website five-ten business days after you make your initial report. At that time, you can check the status of your report and learn whether any additional information is needed from you to address your concern.