牛津经济研究院-终极医疗体验：人们想要什么-2021埃森哲健康与生命科学经验调查（英）-2021-21页_2mb

Summary of "The Ultimate Healthcare Experience: What People Want" (2021 Accenture Health and Life Sciences Experience Survey)

Core Content

The 2021 Accenture Health and Life Sciences Experience Survey, conducted across 14 countries with 11,823 respondents aged 18+, highlights a significant shift in the patient-provider relationship, emphasizing the importance of emotional support, technology-driven convenience, data protection, and equitable access to healthcare. The report underscores the need for healthcare organizations to adapt to evolving patient expectations, especially in the wake of the pandemic.

Main Points

• Patient-Centric Shift: The power in healthcare has shifted from providers to patients. People now expect a combination of safety, equality, and kindness in their healthcare experiences.

• Emotional Support Matters: Emotional support and clear communication from providers are critical for a positive healthcare experience. While all generations value this, younger generations (Gen Z, Millennials) are more open to digital tools for managing health, while older generations (Gen X, Baby Boomers) prefer in-person interactions and emotional support.

• Technology Adoption: Virtual consultations, electronic health records (EHRs), mobile apps, and wearables have gained popularity. Convenience is the main driver for using digital healthcare technologies. However, older generations are more likely to use digital health tools if recommended by their providers.

• Trust and Data Security: Trust is essential for digital adoption. Patients expect transparency, secure handling of their data, and clear communication from both providers and pharma companies. Pharma companies can build trust through transparency in drug development, treatment effectiveness, and pricing.

• Equitable Access: Despite challenges during the pandemic, most healthcare systems have maintained or improved access. However, affordability issues still affect some patients, leading to suboptimal health outcomes. Preventative care remains underutilized due to cost concerns, but it is seen as a cost-effective investment for public health systems.

Key Findings

• Top Factors for Positive Healthcare Experience:

  • Clear explanations of conditions and treatments
  • Emotional support and empathy from providers
  • Well-coordinated care
  • Efficient visits and helpful staff

• Technology Adoption by Generation:

  • Gen Z and Millennials are more likely to adopt digital health tools for convenience and information.
  • Older generations rely more on provider recommendations and are less likely to use digital technologies without them.

• Negative Healthcare Experiences:

  • Inefficient visits are the most common cause of negative experiences.
  • Negative experiences can lead to avoidance of care, switching providers, or reduced satisfaction.

• Digital Health Adoption Drivers:

  • Greater confidence in data security
  • Recommendations from medical providers
  • Better health information

• Patient Data Sharing:

  • 80% of respondents are open to sharing their data for healthcare improvement.
  • Patients want to understand how their data benefits them and others, and they expect to retain control over it.

Recommendations for Healthcare Organizations

• Enhance Patient-Provider Relationships: Focus on empathy, personalized care, and clear communication.
• Diversify Digital Channels: Offer a range of digital tools that align with patient preferences and ensure convenience and accessibility.
• Build Trust: Prioritize data security, transparency, and patient consent. Encourage provider recommendations and ensure that digital solutions are backed by evidence and clinician support.
• Promote Equitable Access: Address affordability issues through community partnerships, patient assistance programs, and free or low-cost preventative care options.
• Invest in Preventative Care: Make preventative services more accessible and affordable to improve long-term health outcomes and reduce costs.

Conclusion

The report emphasizes that the future of healthcare must be patient-centric, integrating emotional support, digital convenience, data security, and equitable access. Healthcare organizations must adapt to these changing expectations to ensure sustainable and effective care delivery.

Survey Details

• Sample Size: 11,823 respondents across 14 countries.
• Countries Included: Australia, England, Finland, Germany, France, Italy, Ireland, China, India, Norway, Singapore, Spain, and the United States.
• Patient Representation: 40% of the sample included patients with conditions in oncology, cardiovascular, respiratory, immunology, gastroenterology, and neurology.
• Age Groups:
  • 10% Gen Z (18–24)
  • 32% Millennials (25–41)
  • 23% Gen X (42–56)
  • 30% Baby Boomers (57–74)
  • 5% 75+

About Accenture

Accenture is a global professional services company with expertise in digital, cloud, and security. It offers services in Strategy and Consulting, Interactive, Technology, and Operations across more than 40 industries, with a global workforce of over 624,000 people. The report was developed with the help of Oxford Economics and YouGov.