- Access to care, cost-effectiveness, and relief from pain and anxiety are valued the most by responding consumers
- 71% of respondents prefer in-person consultations to virtual consultations when it comes to total quality
- Three out of four consumers surveyed are willing to share their medical information, but transparency about data protection and use is critical
The EY Global Consumer Health Survey 2023, released today, found that access to care is highly valued by consumers. However, while consumers place a strong emphasis on access when it comes to value, nearly half (42%) rate their access to care experience as below average.
The study — which included more than 6,000 consumers across the United States, Australia, Canada, Ireland, England and Germany — found that to give consumers the access and experience they value most, health executives must focus on removing barriers and delivering the hassle-free care models consumers want. The high value consumers place on cost-effectiveness and alleviation of pain and anxiety must also be prioritized in efforts to improve healthcare systems globally.
Aloha McBride, global health lead at EY, says:
“Looking at value from the perspective of providers and payers seems to leave the consumer – the most important participant in health care – out of the value equation. To achieve better outcomes in patient-centered health systems, organizations should consider paying greater attention to personal preferences and what matters most. to consumers regarding their health and care through three different lenses of person, process and place.”
The performance of the health system is generally well regarded, but there is room for improvement
A large proportion of consumers surveyed across the six geographies view their healthcare systems positively, with nearly half (49%) rating the overall performance of their health system as above average. Across all countries, the latest medical treatments and innovations have been introduced (48%), the overall health experience improved regardless of race, location, or personal circumstances (46%), and the ease of use of healthcare services (44%). They are categorized as strong attributes of health systems.
Personal consultations are better than virtual care
The survey reveals that despite the development of virtual capabilities around the world, face-to-face consultations are viewed more favorably than virtual by the majority of respondents (71%) when it comes to the overall quality of the visit. They also take a more positive personal view when it comes to being able to view the health status of professionals in person (84%) and to develop better personal relationships with their physicians (77%). However, virtual consultations do have a role to play, as respondents consider this method of care to renew prescriptions (67%), discuss test results (61%) and save time (57%). These findings indicate an opportunity for health organizations to examine what consumers value in the virtual care experience, when they value it and why. The findings also indicate that the virtual experience must be optimized by health systems to meet the needs of consumer segments.
Transparency about data protection and use is critical
Across the six markets, 3 out of 4 consumers surveyed agree to have their electronic health information automatically shared with the various facilities where they receive medical care. However, 79% of respondents indicated that they want to know how personal health information is protected and used. The survey found that consumer respondents are eager to share information they believe may be beneficial to their health, such as biometric data, lifestyle choices, and nutrition/diet information.
How consumers view the future of health
While the consumers surveyed indicated that they were widely open to sharing data, they were more hesitant about which products could be considered too futuristic right now. About 2 in 3 are willing to monitor and improve their health via a range of new technologies such as genetic-based testing (68%), and 60% are willing to be treated through a hospital-at-home programme. On the other hand, 31% are not willing to use high-tech products to treat health conditions, such as smart pills that circulate in the blood and send messages to a consumer’s phone.
“As the care delivery paradigm shifts toward the home, powered by wearable devices and required by patient data, consumers need to be brought step by step, so that they can develop comfort through healthcare settings and diverse models of care,” says McBride. The survey found that 60%-67% of Individuals believe that remote monitoring and delivery of patient care will become a reality in the next 10 years, so health systems must begin to educate them about how these technologies can help keep consumers healthy at home for longer and deliver better value to the system and the consumer.”
The full survey report is available at ey.com/ConsumerHealthSurvey23.
-I finish-
Notes to editors
About EY
EY exists to build a better working world, helping to create long-term value for customers, people and society and building trust in the capital markets.
Powered by data and technology, EY’s diverse teams in more than 150 countries provide confidence through assurance and help customers grow, transform and operate.
Working across assurance, advisory, legal, strategy, tax and transaction, EY teams ask better questions to find new answers to the complex issues facing our world today.
EY refers to the global organization, and may refer to one or more of the member firms of Ernst & Young Global Limited, each of which is a separate legal entity. Ernst & Young Global Limited, a UK company limited by guarantee, does not provide services to clients. Information about how EY collects and uses personal data and a description of the rights individuals have under data protection legislation is available at ey.com/privacy. EY member firms do not practice law where local laws prohibit it. For more information about our organization, please visit ey.com.
This press release is issued by EYGM Limited, a member of the global EY organization which also does not provide any services to clients.
about scanning
From January to March 2023, EY surveyed 6021 consumers across six countries – the United States, Australia, Canada, Ireland, England and Germany – to better understand what they value in healthcare. More than 80% of survey respondents had contact with the health care system in the past 12 months. Survey data are weighted by age, gender, and region to represent the population aged 18 and over within each country based on the most recent available census data.
[ad_2]