埃森哲-2020年数字健康消费者调查：领导者如何使最近的数字健康持续增长？（英文）-2020.9-25页_2mb

Summary of "HOW CAN LEADERS MAKE RECENT DIGITAL HEALTH GAINS LAST?"

Core Content

The document explores the impact of the global pandemic on digital healthcare adoption and provides insights into how healthcare leaders can sustain the momentum gained during the crisis. It draws on data from the Accenture 2020 Digital Health Consumer Survey, conducted prior to the pandemic, and highlights shifts in consumer behavior, trust issues, and the need for improved digital experiences.

Main Findings

1. Digital Healthcare Adoption Stalled Pre-Pandemic

• Before the pandemic, the growth of digital health tools had slowed.
• 33% of US consumers were not using any digital tools for health management.
• Mobile app usage dropped from 48% in 2018 to 35% in 2020.
• Wearable technology use declined from 33% to 18%.
• Younger generations (millennials and Gen Z) were more likely to use digital tools than older ones (baby boomers and silent generation).

2. Accelerated Adoption During the Pandemic

• The pandemic forced a rapid shift to virtual care, with telehealth usage increasing by 2,000% in some cases.
• 60% of consumers had concerns about privacy, security, and trust in digital tools.
• 70% of respondents would recommend their providers based on the effectiveness of diagnosis and treatment, but only 46% would do so for digital tools.
• 54% of consumers were willing to receive virtual care from traditional providers, and 27% from tech companies, 25% from retail brands, and 21% from medical startups.

3. Trust and Privacy Concerns Remain

• 75% of consumers trust doctors, while 55% trust nurse practitioners and physician assistants.
• Trust in tech companies for data security dropped to 45%, compared to 83% for doctors.
• Gen Z and millennials showed greater trust in tech companies for health services than older generations.

4. Digital Divide and Access Inequalities

• There is a significant digital divide, with lower-income households and older adults using virtual care less.
• Rural areas and older populations are less likely to have access to broadband or digital tools.

5. Consumer Preferences for Virtual Care

• While 81% of consumers prefer in-person care, younger generations are more open to virtual care.
• Gen Z is the most open, with 41% preferring virtual experiences over in-person.

Key Recommendations for Healthcare Organizations

1. Design Services That Matter

• Develop digital tools that provide value to both providers and consumers.
• Use human-centered design to better understand user needs and improve service relevance.
• Co-create with consumers to refine service models and ensure technological and business viability.

2. Integrate Services into Clinical Practice

• Align digital tools with clinical workflows to make them seamless and efficient.
• Enable providers to recommend digital services and collect patient data from these tools.
• Analyze data insights to adjust and improve digital offerings based on what works.

3. Prioritize Accessibility and Inclusivity

• Address cultural, socio-demographic, and economic disparities in access to digital tools.
• Ensure broadband access and financial support for underserved populations.
• Close the digital divide to ensure equitable access to virtual care.

4. Build Trust Through Transparency and Security

• Make privacy and security a top priority to restore consumer confidence.
• Be transparent about data usage and ensure consent and accountability.
• Highlight security measures and ethical practices to build trust with all stakeholders.

5. Engage Consumers in Evolving Care Models

• Use trusted healthcare professionals to promote digital health engagement.
• Combine digital and physical care to offer comprehensive, reliable, and trusted services.
• Ensure seamless coordination between virtual and in-person care to maintain continuity and quality.

Conclusion

The pandemic significantly accelerated digital health adoption, but the long-term success of virtual care depends on addressing pre-existing barriers such as trust, privacy, and integration. Healthcare leaders must work to sustain momentum, enhance digital experiences, and ensure equitable access to maintain the progress made during the crisis.