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Thank you for joining us
for today’s webinar!
2014 “What’s Reasonable?” StudyPatient Expectations of Online vs.
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Conducted by:
2014 “What’s Reasonable” Study
Catalyst Healthcare Research is a national specialist in meeting the research needs of
health providers, health plans, and suppliers to the healthcare industry. Drawing on a
range of traditional and new research methods, we specialize in helping organizations
understand, measure, and leverage the customer experience in order to achieve
Confident Change®.
200 31st Avenue North #200
Nashville, TN 37203
Toll Free: 888.297.6535
Phone: 615.297.6535
Fax: 615.292.0262
CatalystHealthcareResearch.com
3
Dan Prince
President
dan.prince@catalysthcr.com
Simon Lynn
Research Manager
simon.lynn@catalysthcr.com
Abby Shields
Marketing Manager
abby.shields@catalysthcr.com
Background & Purpose
4
In 2012, Catalyst Healthcare Research conducted its first “What’s Reasonable?”
study, focused on what behaviors Baby Boomer consumers expect and prefer
when it comes to communication with a doctor. Results are available at
www.catalysthcr.com/resources/chr-white-papers/
Catalyst Healthcare Research undertook this 2014 national study to measure
consumer preferences for communication with doctors and other health care
providers and institutions.
These questions were of particular interest:
How many consumers want online access to doctors and healthcare information?
Does this preference vary by age cohort and, if so, how?
Does this preference vary according to other factors, like smartphone ownership?
If there is a preference for online healthcare communication, does it extend to
patient satisfaction surveys?
Methods & Sample
5
In total, 433 individuals responded to the online survey between December 20,
2013 and February 19, 2014.
The sample is representative of the US population (age 21 and up) with regard
to age and gender distribution.
The margin of error for the full sample is ±4.7%, and between generations is
approximately ±10% (at 95% confidence level).
Respondents were segmented into four generations for comparison by age.
18%
34%
23%
25%
0% 10% 20% 30% 40%
68+ (Silent Generation)
49-67 (Baby Boomers)
34-48 (Gen. X)
21-33 (Gen. Y)
Percent Respondent by Age / Generation
Male52%
Female48%
Percent Respondent by Gender
n=107
n=101
n=149
n=76
Respondent Profile
6
4%
12%
12%
22%
22%
28%
0% 5% 10% 15% 20% 25% 30%
Decline to respond
$100,000 or more
$70,000 - $99,999
$50,000 - $69,999
$30,000 - $49,999
Less than $30,000
Percent Respondent by Annual Household Income
0%
2%
22%
27%
15%
24%
10%
0% 5% 10% 15% 20% 25% 30%
Decline to answer
Less than High School
High School / GED
Some College
2-year College Degree
4-year College Degree
Graduate Degree (Masters or…
Percent Respondent by Educational Attainment
0%
1%
0%
1%
4%
4%
10%
79%
0% 20% 40% 60% 80% 100%
Other
Decline to answer
Pacific Islander
Native American
Asian
Hispanic / Latino
African American
White / Caucasian
Percent Respondent by Race or Ethnicity
1%
1%
2%
10%
11%
11%
25%
38%
0% 10% 20% 30% 40% 50%
Decline to answer
Seasonal / Temporary /…
Student
Part-time
Homemaker / Parent
Unemployed
Retired
Full-time
Percent Respondent by Employment
Q29 Which answer best describes your current employment? Q31 What is the highest level of education you have completed?
Q32 Which answer best describes your annual household income? Q30 Which answer best describes your race or ethnicity?
Respondent Profile
7
1%
5%
2%
4%
6%
7%
11%
12%
18%
34%
0% 10% 20% 30% 40%
Decline to answer
8 or more
7
6
5
4
3
2
1
0
Number of Prescription Meds
0%
3%
48%
48%
0% 10% 20% 30% 40% 50% 60%
Decline to answer
Don't know
None
1 or more
Chronic Medical Conditions
2%
22%
31%
17%
23%
5%
0% 20% 40%
Decline to answer
More than 30 pounds over your…
10-30 pounds over your ideal weight
Less than 10 pounds over your ideal…
Right at your ideal weight
Under your ideal weight
Current Weight
Q26 Relative to your ideal weight (what you would like to weigh), would you say that right now you are...
Q24 Do you have one or more chronic medical conditions?
Q25 How many prescription medications do you take on a regular basis?
Communications ToolsHow consumers connect with the world
8
Communication Devices Owned by Age Group
Gen. Y Gen. X
Baby
Boomers
Silent
Gen. All
21-33 34-48 49-67 68+ 21+
Smartphone 74% 66% 42% 20% 52%
Home Telephone 29% 42% 55% 67% 48%
Basic Cell Phone 9% 26% 44% 59% 34%
Laptop Computer 80% 77% 69% 47% 70%
Desktop Computer 55% 66% 68% 83% 67%
Tablet 50% 45% 35% 26% 39%
Q27 Select the devices you own or use regularly at home.
Implication: The adoption of mobile devices extends across the
generational groups.
Internet UseHow consumers use the Internet to meet non-healthcare needs
9
Percent Doing Internet Activity by Age
Gen. Y Gen. X
Baby
Boomers
Silent
Gen. All
21-33 34-48 49-67 68+ 21+
Banking or Bill Pay 82% 89% 78% 79% 82%
Buy Clothes or Shoes 79% 81% 65% 53% 70%
Make Travel
Arrangements69% 61% 52% 53% 59%
Buy Tickets to an Event 57% 50% 40% 24% 44%
Buy Recorded Music 56% 58% 36% 20% 43%
Q22 In the past two years, have you used the Internet to do any of the following (at least once)?
Implication: Many consumers seem ready to engage in “self serve”
transactions in the healthcare world!
Internet UseHow consumers use the Internet to meet health-related needs
10
Health Related Internet Activity by Age Group
Gen. Y Gen. X
Baby
Boomers
Silent
Gen. All
21-33 34-48 49-67 68+ 21+
Find info about a medical condition or drug 77% 79% 84% 78% 80%
Find info about doctors 62% 51% 44% 34% 48%
Visit a website to see personal health info 37% 30% 27% 22% 29%
Find how much a medical procedure may cost 41% 22% 23% 13% 25%
Visit a website to request a prescription refill 30% 23% 18% 16% 22%
Q22 In the past two years, have you used the Internet to do any of the following (at least once)?
Implication: Quest for information about quality and cost is evident
as healthcare consumers act like retail customers.
11
Internet UseHow consumers use the Internet to meet health-related needs
Percent Doing Internet Activity by Age
Gen. Y Gen. X
Baby
Boomers
Silent
Gen. All
21-33 34-48 49-67 68+ 21+
Find info about a medical condition or drug 77% 79% 84% 78% 80%
Find info about doctors 62% 51% 44% 34% 48%
Visit a website to see personal health info 37% 30% 27% 22% 29%
Find how much a medical procedure may cost 41% 22% 23% 13% 25%
Visit a website to request a prescription refill 30% 23% 18% 16% 22%
Q22 In the past two years, have you used the Internet to do any of the following (at least once)?
Infographic Source: Pew 2012
Healthcare Communication PreferencesHow consumers want to communicate to meet health-related needs
12
Percent Preferring Mode by Age
Mode Gen. Y Gen. X
Baby
Boomers
Silent
Gen. All
21-33 34-48 49-67 68+ 21+
Review / Pay medical bill
Mail 34% 38% 50% 64% 46%
Online 55% 55% 38% 26% 44%
Phone 11% 7% 11% 9% 10%
Q36 How do you prefer to communicate with a doctor or healthcare provider? For each situation below, select the action you would most prefer,
assuming that all options are available to you and provided at no additional cost.
Q: How do you prefer to communicate with a doctor or healthcare provider?
For each situation below, select the action you would most prefer, assuming that
all options are available to you and provided at no additional cost.
-Pay a medical bill
Visit the doctor's website to review your bill and make payment
Call to the doctor's office to review your bill and make payment
Receive, review and pay your bill by mail
Healthcare Communication PreferencesHow consumers want to communicate to meet health-related needs
13
Percent Preferring Mode by Age
Mode Gen. Y Gen. X
Baby
Boomers
Silent
Gen. All
21-33 34-48 49-67 68+ 21+
Receive lab results
Mail 23% 29% 33% 30% 29%
Online 42% 46% 29% 30% 36%
Phone 35% 26% 38% 39% 35%
Q36 How do you prefer to communicate with a doctor or healthcare provider? For each situation below, select the action you would most prefer,
assuming that all options are available to you and provided at no additional cost.
Q: How do you prefer to communicate with a doctor or healthcare provider?
For each situation below, select the action you would most prefer, assuming that
all options are available to you and provided at no additional cost.
-Receive your lab results after a visit to the doctor
Visit the doctor's website and log in to see the results
Call the doctor's office to be told your results
Have the lab results mailed to you
Healthcare Communication PreferencesHow consumers want to communicate to meet health-related needs
14
Percent Preferring Mode by Age
Mode Gen. Y Gen. X
Baby
Boomers
Silent
Gen. All
21-33 34-48 49-67 68+ 21+
Set future appointment
Visit Office 8% 5% 5% 4% 6%
Online 33% 37% 19% 21% 27%
Phone 59% 58% 76% 75% 67%
Q36 How do you prefer to communicate with a doctor or healthcare provider? For each situation below, select the action you would most prefer,
assuming that all options are available to you and provided at no additional cost.
Q: How do you prefer to communicate with a doctor or healthcare provider?
For each situation below, select the action you would most prefer, assuming that
all options are available to you and provided at no additional cost.
-Schedule a future (routine) appointment with a doctor
Visit the doctor's website and choose among available times
Call the doctor's office to arrange an appointment time
Go to the doctor's office to arrange an appointment time
Healthcare Communication PreferencesHow consumers want to communicate to meet health-related needs
15
Percent Preferring Mode by Age
Mode Gen. Y Gen. X
Baby
Boomers
Silent
Gen. All
21-33 34-48 49-67 68+ 21+
After hours advice from
doctor
Phone (with call back) 55% 44% 58% 74% 57%
Online 18% 19% 13% 3% 14%
Phone (24-hour number) 27% 38% 29% 24% 30%
Q36 How do you prefer to communicate with a doctor or healthcare provider? For each situation below, select the action you would most prefer,
assuming that all options are available to you and provided at no additional cost.
Q: How do you prefer to communicate with a doctor or healthcare provider?
For each situation below, select the action you would most prefer, assuming that
all options are available to you and provided at no additional cost.
-Get medical advice from a doctor during the evening hours
Use Internet video chat (like Skype) to speak with a doctor on duty at that time
Call a toll-free number to talk with a doctor on duty at that time
Call your doctor's office to have the on-call doctor call you back
Teladoc
MD LIVE
American
Well
16
Impact of Telemedicine
2013:
400,000 “visits”2012:
200,000 “visits”
Source: American Telemedicine Association & Wall Street Journal
Healthcare Communication PreferencesHow consumers want to communicate to meet health-related needs
17
Percent Preferring Mode by Age
Mode Gen. Y Gen. X
Baby
Boomers
Silent
Gen. All
21-33 34-48 49-67 68+ 21+
Take an experience survey
Mail 14% 15% 17% 21% 17%
Online 82% 83% 77% 70% 79%
Phone 4% 2% 5% 9% 5%
Q36 How do you prefer to communicate with a doctor or healthcare provider? For each situation below, select the action you would most prefer,
assuming that all options are available to you and provided at no additional cost.
Q: How do you prefer to communicate with a doctor or healthcare provider?
For each situation below, select the action you would most prefer, assuming that
all options are available to you and provided at no additional cost.
-Take a survey about your experience with a doctor and his/her office
Take an online survey
Take the survey over the phone
Complete and return a printed survey sent to you in the mail
Healthcare Communication PreferencesHow consumers want to communicate to meet health-related needs
18
Percent Preferring Mode by Age
Mode Gen. Y Gen. X
Baby
Boomers
Silent
Gen. All
21-33 34-48 49-67 68+ 21+
Take an experience survey
Mail 14% 15% 17% 21% 17%
Online 82% 83% 77% 70% 79%
Phone 4% 2% 5% 9% 5%
Review / Pay medical bill
Mail 34% 38% 50% 64% 46%
Online 55% 55% 38% 26% 44%
Phone 11% 7% 11% 9% 10%
Receive lab results
Mail 23% 29% 33% 30% 29%
Online 42% 46% 29% 30% 36%
Phone 35% 26% 38% 39% 35%
Set future appointment
Visit Office 8% 5% 5% 4% 6%
Online 33% 37% 19% 21% 27%
Phone 59% 58% 76% 75% 67%
After hours advice from doctor
Phone (with call back) 55% 44% 58% 74% 57%
Online 18% 19% 13% 3% 14%
Phone (24-hour number) 27% 38% 29% 24% 30%
Q36 How do you prefer to communicate with a doctor or healthcare provider? For each situation below, select the action you would most prefer,
assuming that all options are available to you and provided at no additional cost.
Healthcare Communication PreferencesHow consumers want to communicate to meet health-related needs
19
In the 68+ age group, smartphone
owners were…
• 74% more likely to prefer online bill pay
with their doctor as non-smartphone
owners.
• 78% more likely to prefer online access
to lab results as non-smartphone
owners.
Q36 How do you prefer to communicate with a doctor or healthcare provider? For each situation below, select the action you would most prefer,
assuming that all options are available to you and provided at no additional cost.
Healthcare Communication PreferencesDesire to have email communication with a doctor
20
Scenario:
Q11 Assume your doctor recommends that you see a specialist and gives you the names of two doctors who specialize in what you need. If you were
considering these two specialists, both with a good reputation, similar training and credentials, and both located in the same office building, which
one would you be most likely to choose?
Assume your doctor recommends that you see a specialist and gives you the names
of two doctors who specialize in what you need. If you were considering these two
specialists, both with a good reputation, similar training and credentials, and both
located in the same office building, which one would you be most likely to choose?
Specialist A offers you the opportunity to email him/her with questions you
might have, after you have been seen by him/her, at no additional cost to you.
Specialist B does not offer email communication as an option (and there are no
additional costs involved).
Healthcare Communication PreferencesDesire to have email communication with a doctor
21
Q11 Assume your doctor recommends that you see a specialist and gives you the names of two doctors who specialize in what you need. If you were
considering these two specialists, both with a good reputation, similar training and credentials, and both located in the same office building, which
one would you be most likely to choose?
Assume your doctor recommends that you see a specialist and gives you the names
of two doctors who specialize in what you need. If you were considering these two
specialists, both with a good reputation, similar training and credentials, and both
located in the same office building, which one would you be most likely to choose?
Specialist A offers you the opportunity to email him/her with questions you
might have, after you have been seen by him/her, at no additional cost to you.
Specialist B does not offer email communication as an option (and there are no
additional costs involved).
Decision 1:Specialist A offers email;
Specialist B does not. 7%
93%
0%20%40%60%80%100%
Specialist B
Specialist A
Decision 1: Percent Respondent by Specialist
If Specialist A chosen in D1…
Decision 2: Now, assume the situation is the same, except Specialist A charges $25
for email contact following a visit and Specialist B does not offer email
communication as an option. Which would you be most likely to choose?
Specialist A
Specialist B
Healthcare Communication PreferencesDesire to have email communication with a doctor
22
Decision 1:Specialist A offers email;
Specialist B does not.
Q11 Assume your doctor recommends that you see a specialist and gives you the names of two doctors who specialize in what you need. If you were
considering these two specialists, both with a good reputation, similar training and credentials, and both located in the same office building, which
one would you be most likely to choose?
7%
93%
0%20%40%60%80%100%
Specialist B
Specialist A
Decision 1: Percent Respondent by Specialist
If Specialist A chosen in D1…
Decision 2: Now, assume the situation is the same, except Specialist A charges $25
for email contact following a visit and Specialist B does not offer email
communication as an option. Which would you be most likely to choose?
Specialist A
Specialist B
Healthcare Communication PreferencesDesire to have email communication with a doctor
23
Decision 1:Specialist A offers email;
Specialist B does not. 7%
93%
0%20%40%60%80%100%
Specialist B
Specialist A
Decision 1: Percent Respondent by Specialist
Q11 Assume your doctor recommends that you see a specialist and gives you the names of two doctors who specialize in what you need. If you were
considering these two specialists, both with a good reputation, similar training and credentials, and both located in the same office building, which
one would you be most likely to choose?
75%
25%
0%20%40%60%80%100%
Specialist B
Specialist A
Decision 2: Percent Respondent by Specialist
Decision 2:Specialist A offers email for a $25 fee;
Specialist B does not offer email.
24
Access: The One Medical Example
$199/year buys you…
Email communication with your doctor
Preferred access for same-day appointments
Digital access to your medical record
Digital access to your lab and test results
Digital Rx refills
Digital communication for treatment (common issues)
Healthcare FeedbackWillingness of consumers to provide feedback
25
No8%
Yes92%
Don't rememb
er6%
No, 71% Yes
23%
Don't remem
ber4%
No, 11%
Yes85%
Have you been to a doctor in
the last two years?If yes…
Were you asked to
complete a patient
satisfaction survey?
If yes… Did you take the survey?
Q18 In the past two years, have you been to see a doctor (of any type, at any type of location)?
Q19 After your visit, were you asked to complete a patient satisfaction survey of some kind?
Q20 Did you take the survey?
Don’t
remember
6%
Don’t
remember
4%
In Summary
26
In general, the younger the age group, the more interested they are in online
access to relevant healthcare information and services.
Practices pursuing Meaningful Use have some “ramp up time,” since older
consumers tended to prefer more traditional vs. online methods of
communication.
A significant subset of consumers are willing to pay for online access, as
evidenced both by our study and by the commercial examples we cited.
Healthcare-related activities similar to ones people already do online, like bill
pay and scheduling, will be adopted ahead of less-familiar activities, such as
using video chat to connect to a doctor.
We suggest that providers move aggressively to collect patient and consumer
emails, in order to establish the “digital channel” and to use online surveying
to measure patient satisfaction.
27
Thank you for attending
today’s webinar!
Questions?
Dan Prince
dan.prince@catalysthcr.com
Simon Lynn
simon.lynn@catalysthcr.com
Abby Shields
abby.shields@catalysthcr.com
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