Patients are much stronger than they used to be in their relationships with healthcare providers and payers. Combining significant growth in digital technology with service experience in other industries, it is important to have a clear understanding of people’s expectations for successful public or private healthcare.
Last year or two, we tested the medical ecosystem around the world in ways never before imagined. Accenture’s 2021 Health and Life Sciences Experience Survey consulted approximately 12,000 people in 14 countries to assess the impact of these challenges. We asked if there were permanent improvements, if efficiency came at the expense of emotional support, if virtual care was temporary, or if the system was permanently modified. Significant result: Patients are not satisfied with being treated with a one-way, all-purpose transaction. They expect some important things to promote kind, convenient and fair care. We have identified four of their most important expectations:
1. Emotional support
Bedside etiquette has long been the watchword for patients seeking more than medical advice and treatment from their caregivers. Our study confirmed that empathetic emotional support and clear medical information are the formulas of victory. However, the emphasis varies slightly from generation to generation. In the countries surveyed, respondents are more likely to care about providers that clearly explain their condition and provide emotional support as they move from the younger generation (GenZ, millennials) to the baby boomers. ..
2. Technology-driven convenience and accessibility
Our research reveals significant growth in virtual consultation and EHR, which is convenient as the greatest incentive to use virtual technology during the COVID-19 pandemic. Specifically, in this survey, virtual consultations (23%), EHRs (21%), mobile apps (20%), and wearables (19%) were used to manage the health of respondents over the past year. It has been shown to be the most popular technology ever made.
3. Trust-through data protection
Without people’s trust, digital adoption is unlikely to reach that potential. The unfortunate domino effect is that without digital adoption, emotional support and convenient access are at risk. With the increase in virtual care resulting from pandemics, people are becoming more aware of the value of their health data and the need for consent and its safe and proper use. Overall, the data leads to two conclusions.
- Prioritize data security and patient consent to increase confidence in overall digital adoption.
- Increase the transparency of medical research data to increase trust in pharmaceutical companies.
4. Fair access to all
When people can’t afford to take care of them, they are more likely to resort to actions that save money but can endanger their health. They may replace prescription treatments with over-the-counter medications, skip appointments with healthcare providers, or delay treatment or medication.
In short, pandemics have left a lasting impression on health care around the world, and a 2021 health and life sciences experience study confirms the need for human-centric, personalized health care.
