C.O.R.E.: A new standard for continuous improvement of the healthcare provider experience
In healthcare, expectations don’t stand still. Economic pressure, rising complexity, and advancing technology are constantly reshaping how care is delivered and what organizations need from their partners.
At the same time, the fundamentals remain consistent. Healthcare providers want it to be easy to do business. They need timely, reliable access to products, clear and accurate information, and fewer disruptions across day-to-day workflows. Anything less takes pharmacists away from counseling patients and physicians away from providing care.
Rising expectations paired with non-negotiable fundamentals call for a more intentional, connected path to improvement. That’s why we created C.O.R.E. (Commercial, Operational, and Relationship Excellence). It’s our approach to continuously improving how we work with providers.
How C.O.R.E. works
The initiative is built on a simple idea: The best way to improve the experience is to understand it from the people at the center of it. “The whole C.O.R.E. initiative is... a reflection of Cencora listening to our feedback for the past few years,” says Rich Dyk, Director of Pharmacy Business Operations at Children's Hospital of Philadelphia.
Unlike one-time improvement initiatives, C.O.R.E. is built on the understanding that provider expectations will continue to evolve. New opportunities to improve will continue to emerge, too. As Cencora Vice President of Strategic Initiatives Jenny Westbrook puts it, “We never want to be complacent with the experience we deliver.”
With that mindset, we follow a disciplined process for evaluating opportunities and implementing change. Many improvements require collaboration across our commercial, operational, technology, pricing, contracting, and other teams. Most of this work happens behind the scenes, but every improvement aims to make the everyday experience better for providers.
“Every time that Cencora has said that they're going to do improvements...you actually see it,” says Candise Love, Nurse Practitioner at Huron Medical Center. “They take the things that you say to them, and next thing you know, there's something to address that.” For us, that’s the measure of success.
What providers experience
Provider feedback consistently points to four areas where improvement can make the biggest difference. C.O.R.E. focuses on each of them.
Improved product availability and access.
Greater accuracy and speed for contracts and pricing.
Simplified onboarding and smoother operational workflows.
More responsive, connected service experiences.
Every interaction affects the relationship. We’re strengthening responsiveness, improving communication, and using feedback to continuously improve the support we provide. The result is service that feels more consistent, proactive, and connected. “The response comes within five or 10 minutes: ‘We're on it.’ And we just love that,” Laura says.
Making a difference every day
In practice, C.O.R.E. takes many forms. It might mean earlier visibility into a product shortage or more timely contract information. It could also mean a smoother onboarding experience or quicker resolution when questions arise. Each enhancement is designed to reduce friction and make it easier for providers to focus on delivering care.
The work doesn’t end there. As provider needs evolve, so will the opportunities to improve. C.O.R.E. will continue to evolve and expand, and future articles will take a closer look at how C.O.R.E. is driving positive change across product access, transparency, and other parts of the provider experience.
