2021医疗保健行业数字化（英）-27页_4mb

Summary of "Digital Adoption in Healthcare: Reaction or Revolution?"

Core Content

The 2021 Accenture Health and Life Sciences Experience Survey, conducted among nearly 1,800 U.S. respondents, provides insights into the evolving healthcare experience, focusing on digital adoption, patient experiences, access to care, and trust in the healthcare ecosystem.

Main Findings

Digital Adoption

• Digital adoption increased in response to the pandemic, particularly in virtual consultations and electronic health records (EHRs).
• Virtual consultations rose from 7% in 2020 to 32% in 2021, while EHR use increased from 38% to 31%.
• Remote patient monitoring tripled compared to pre-pandemic levels.
• However, adoption of other digital tools like wearables and mobile/tablet applications declined or remained stagnant, with 48% of respondents having never used virtual healthcare appointments.
• Only 21% of respondents indicated they would be willing to pay for digital health services, suggesting limited financial incentive for adoption.

Patient Experience

• Negative healthcare experiences are common, with 67% of respondents reporting at least one negative experience.
• The most cited negative experiences include:
  • Inefficient visits (22%)
  • Unhelpful medical advice (19%)
  • Lack of emotional support (11%)
• Negative experiences can lead to consequences such as:
  • Switching providers or treatments (34%)
  • Delaying or declining care (44%)
  • Skipping appointments (30%)
  • Rationing prescriptions (24%)
  • Using over-the-counter medications instead (43%)

Emotional Support

• Emotional support from healthcare providers is ranked as one of the most important factors in creating a positive experience, with 52% of respondents considering it crucial.
• This is as important as medical support, highlighting the need for more empathetic care delivery.

Access to Healthcare

• Access to healthcare showed resilience during the pandemic, with 26% reporting improved access and 51% reporting no change.
• Affordability issues affect 20% of respondents, with significant differences across age groups:
  • Millennials (25–41) are more likely to use digital technologies as an alternative to costly care.
  • Gen Xers (42–56) and Baby Boomers (57–74) are more likely to explore alternative treatments or skip care.
• Only 14% of those facing affordability issues used digital technologies, indicating a potential for cost-efficient solutions.

Trust in the Healthcare Ecosystem

• Trust in healthcare providers remains high, while trust in other entities such as pharmaceutical companies, insurance providers, technology companies, and the government is lower.
• 73% of respondents believe they should have the right to approve the collection and use of their personal health information (PHI) beyond their treatment.
• 64% are more aware of their data privacy and security needs due to the rise of virtual care.
• 54% believe their health data is valuable for advancing research.
• Trust in pharmaceutical companies is low, with only 17% willing to let them manage chronic illness in collaboration with a provider.
• Factors that increase trust include:
  • Greater transparency in pricing
  • Clear communication about drug development
  • Transparency about side effects and effectiveness
  • More affordable treatments

Key Recommendations

• Healthcare organizations and the pharma industry must combine technology and human ingenuity to improve digital adoption, experiences, and trust.
• Providers should emphasize emotional support and empathy to enhance patient engagement and outcomes.
• Digital technologies should be promoted more effectively to address affordability and access challenges.
• Trust can be built through transparency, affordability, and clear communication about the use of health data.
• Collaboration among all players in the healthcare ecosystem is essential to humanize care and improve experiences.

Conclusion

The pandemic has prompted a reactionary shift in digital adoption within healthcare, but the revolutionary potential remains unrealized. While some digital tools have gained traction, others have not. Patients seek both medical and emotional support, and trust is a critical barrier to broader adoption. The healthcare system must evolve to center the patient experience, leverage technology for better care, and build trust through transparency and affordability. This moment presents a historic opportunity to reshape the future of healthcare in the U.S. and globally.