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Healthcare consumers want a digitallyenabled care experience, and they areinitiating it with greater use of digitaltools and electronic health records.
AUSTRALIANPATIENTSANTICIPATETHE ONSET OFDIGITAL MEDICINE
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The patient experience is going digital in Australia, and consumers are leading the way by using digital tools, such as wearables and apps, and accessing electronic health records (EHRs) to manage their health. Until recently, all records were paper. Now we have EHR, EMR, GP and personal records. None of them are fully integrated and most of them are not shared.
While a segment of the population continues to express concern about data security and confidentiality, government steps to revise legislation have led to the introduction of “opt out” electronic health records, which will enable all Australians to view and interact with their digital health records.
To improve patient engagement and customer satisfaction, healthcare organisations in Australia must close the gap between what patients demand and what providers deliver by investing in digital tools and strategies. These approaches should be compliant with the data standards that the now renamed Australian Digital Health Agency has set.
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FIGURE 2.Is the quality of care better when doctors
can access and use EHRs?
FIGURE 1. Who should have access to your EHR?
?
Myprimarydoctor
Me My otherdoctors/
specialists
Anyone Igive
permissionto
HospitalsI visit
Urgentcare centers
I visit
Doctors/specialistsperforming
procedure inother country
Mypharmacy
Familymembers
Caregiver RetailclinicsI visit
An overseashealth expertperforming
clinicalanalysis
Myemployer
Thegovernment
79%
63%
59%56%
47%
35% 37%
24%
16% 15%
10%
5%
1%
15%
Access to electronic health recordsThe Accenture survey also found that, among consumers who think they should have access to their EHRs, most (75%) want to see exactly what the doctor sees—not a summary. This comes as the number of patients who know exactly what they can access in their EHRs increased 62% over two years, from 21% in 2014 to 34% today. However, significantly more consumers are likely to access their EHR to stay informed than to help with making medical decisions (22% vs. 5%). Consumers with EHRs most commonly find lab results (28%) and physician notes about the visit (22%) the most helpful data for managing their health.
Consumers have strong views on who should access their EHR data. While more than three-fourths (79%) view an EHR as a tool for their primary doctor, only 5% of consumers believe that a government organization should have access to their records, and only 1% of consumers believe that employers should. Interestingly, only 1 in 10 consumers believe that a retail clinic should have access to their records.
Australian healthcare consumers see EHRs as a toolThe divide between Australian consumers and doctors who believe that patients should have full access to their own electronic health records (EHRs) has widened from two years ago – with patients now eight times as likely as doctors to believe that patients should have full access to their records.
Specifically, while the number of consumers who believe they should have full access to their records has increased over the past two years—from 78% in 2014 to 88% today—the number of doctors who shared that belief dropped significantly, from 18% to 11%, during the same period.
Source: Accenture 2016 3
FIGURE 2.Is the quality of care better when doctors
can access and use EHRs?
�������78% 13%
9%
Not applicableDisagreeAgree
CONSUMERS
FIGURE 3.More Australians believe the benefits
of accessing medical information outweigh the risks.
�����53% 47%
2014
�����62% 38%
2016
Risk of privacy invasion outweighs benefits
Benefits of access outweigh the risk
Most healthcare consumers in Australia (78%) believethey receive better care when doctors can access and usetheir EHR.
EHRs for improvedcare delivery
Benefits of data sharing outweigh risks
Despite concerns about privacy and some reluctance to share health data, most consumers say the benefits of being able to access medical information electronically outweigh the risks. In 2016, 62% of Australian healthcare consumers said that the benefits of accessing medical information electronically outweigh the risks, compared to 53% in 2014.
In the United States, 115 million electronic health records have had unauthorized access. These statistics highlight the fact that information security and confidentiality are of utmost importance, so EHRs must be secure.
Source: Accenture 2016 4
Among those using technology to manage their health, the number of Australian consumers who use mobile apps for managing their health has almost doubled since 2014 from 15% to 29% today. The number who use health wearables more than tripled from 6% to 21% during the same time. In addition, a majority of consumers (75%) and doctors (86%) said that using wearables helps a patient engage in his or her health.
Use of wearables triples intwo years
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FIGURE 4. Consumers and doctors in Australia agree that wearable health devices help patient engagement.
Helps Has no effect Hurts
CONSUMER PERSPECTIVE DOCTOR PERSPECTIVE
�����WITH DOCTORS
11%89 %
FIGURE 5. Patient willingness to share wearable
or mobile app data.
Willing Not willing
�����WITH NURSES
81 %19%
72+24+4 49+46+567+28+6
5%
67%
28%
75+22+3 75%
22%
3%
67+28+668+27+470+25+475+22+3Engagement with own health
75%
22%
3%
72%
24%
4%
5%
49%
46%Reduction in cost of healthcare
Monitoring the health ofa loved one
Overall quality of care
4%
Accuracy of medical record70%
25%
5%
67%
28%Patient satisfaction
Understanding of health condition
4%
68%
27%Patient/physician communication
35+46+1969+29+277+21+279+19+2
61+34+564+33+386+13+2Engagement with own health 13%
1%
2%
69%
79%
77%
29%
19%
21%
19%
35%
46%Reduction in cost of healthcare
Overall quality of care
Accuracy of medical record64%
33%
Patient satisfaction
Understanding of health condition
86%
61%
34%Patient/physician communication
3%
5%
2%
2%
A majority of patients in Australia (89%) are willing to share wearable or app data with their doctors; 81% are willing to share with a nurse or other healthcare professional.
Source: Accenture 2016 6
FIGURE 6. According to consumers, few doctors have
recommended use of wearables.
16%
Fitness and lifestyle (only)
16%
Vital signs (only)
536818233838 %
23 %
8%5%
3%
FIGURE 7. Main reasons why technology is important
in managing health.
Helps me better understand mycondition(s)/medication(s)
Helps me improve health
Healthsystemrequires
Save time Save money Other None ofthe above
18 %
6%
Australian healthcare consumers believe in the power of healthcare technology, but they also value in-person interactions
Many consumers (63%) say technology is important to managing their health. Among consumers who say technology is important, more than one third (38%) say it helps them better understand their condition(s)and medication(s).
Interestingly, despite perceived positive e�ects on patient engagement, few consumers in Australia report that their doctors have recommended they use wearable technology to track their vital signs or fitness and lifestyle. With the proposed changes to the management of patients with chronic diseases under the Healthcare Home Model, this is likely to change significantly as digital health is a cornerstone ofthis initiative.
Source: Accenture 2016 7
16+6019+4119+4528+2829+3550+1951+3069+11In-Person Virtual
CONSUMERS
FIGURE 8. Perceived advantages of virtual or in-person visits.
28%
28%
Providing quality care to patients
50%
19%
Diagnosing problems faster 51%
30%
Reducing potential (or number of)adverse events
19%
46%
Accommodating physicians’ schedules 19%
41%
Reducing medical costs to patients 16%
60%
Providing timely care to patients 29%
35%
Engaging patients in theirhealth/healthcare decisions
Accommodating patients’ schedules
69%
Seeing a doctor quickly, but seeing him or her virtually
Seeing a doctor in person, but having a longer wait
FIGURE 9. Time savings impact in-person vs. virtual visit preferences.
����� 36%
64%
11%
CONSUMER PREFERENCE
Although patients in Australia see the benefits of technology for managing their health, virtual or remote healthengagement is still the exception. Traditional, in-person visits remain the standard for most consumers, with 82% preferring traditional over remote visits. Quality care is still associated with in-person visits, which is likely a barrier to increasing virtual visits further.
Those Australians who live in rural and remote areas are much more motivated to use remote health management solutions and the introduction of the National Broadband Network (NBN) has supported the use of streaming technologies in remote geographies.
However, there are signs that some consumers are becoming more accepting of virtual visits and remote monitoring, at least under certain conditions. Some consumers in Australia (36%) would prefer a virtual, over an in-person visit, if it meant they could see the doctor sooner). Like everywhere else, Australians do not like being on a waiting list to see the doctor.
Source: Accenture 2016 8
Consumers in Australia are increasingly embracing digital tools, such as EHRs, wearables and apps, to manage their health. Australians see value in EHRs, yet there is an opportunity for physicians to increase the level of transparency and improve communications with patients.
While Australian consumers embrace technology, there is a gap in the mechanisms of funding digital healthcare, as it is currently not well funded, compared with traditional face-to-face healthcare in the health system. There is also a gap in clinician behavior with a generation of technology-averse clinicians reluctant to use technologies that they perceive as unproven or unfamiliar; cultural change takes time and motivation.
Providers that invest in digital tools and develop strategies to adapt to consumers’ expectations will close the gap between what patients demand, and whatproviders deliver.
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For more information:
Penny O’HaraManaging Director -
Head of Healthcare, Accenture APAC [email protected]
Ian ManovelPrincipal Director –
Healthcare, Accenture Australia
Accenture 2016 Consumer Survey on Patient Engagement
Accenture commissioned a seven-country survey of 7,840 consumers ages 18+ to assess their attitudes toward health, the healthcare system, electronic health records, healthcare technology and their healthcare providers’ electronic capabilities. The online survey included consumers across seven countries: Australia (1013), Brazil (1006), England (1009), Norway (800), Saudi Arabia (852), Singapore (935) and the United States (2225). The survey was conducted by Nielsen on behalf of Accenture between November 2015 and January 2016. The analysis provided comparisons by country, sector, age and use. Where relevant, the survey uses select findings from the2016 Accenture Doctors Survey to compare the doctor and consumer responses.
* Numbers in the figures may not add to 100% due to rounding.
About Accenture
Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialised skills across more than 40 industries and all business functions—underpinned by the world’s largest delivery network—Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 373,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com
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