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Walgreens taps healthcare provider to run new clinics, boost customer communication capabilities

Walgreens takes outsourcing approach to boost medical clinic patient engagement.

August 24, 2015

In what may be a notable customer experience strategy move, Walgreens is signing on with a Washington-based health system to open 25 new clinics in an outsourced approach, which is a first for the retail clinic operator.

Walgreens is teaming up with Providence Health & Services, based in Reston, to launch in-store clinics, which the healthcare provider will oversee, according to a Crain’s report

Walgreens currently operates 400 clinics in its retail locations and is calling the new strategy a collaborative approach but not one that will replace its direct clinic operations strategy.

Walgreens spokesman Jim Cohn told Crain’s it is exploring other potential partners as well.

"We still see value in our original clinic model and we plan to continue operating clinics under the existing structure," he told Crain's, stating the goal is boosting communications between the clinics and patients’ doctors and to increase consumer adoption of Walgreens clinics as a healthcare center resource.

 "The best connectivity is when a (clinic) patient is on their own health system's (electronic medical record system)" and can set follow-up appointments with a doctor while in the Walgreens clinic, Pat Carroll, chief medical officer of Walgreens' retail clinics, told Crain’s.