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ACCENTURE 2017 CONSUMER SURVEY ON
CYBERSECURITY AND DIGITAL TRUST
ENGLAND REPORT
OVERVIEW
• Accenture commissioned a seven-country survey of 7,580 consumers ages 18+ to
assess their attitudes toward healthcare data, digital trust, roles and responsibilities, data
sharing and breaches.
• The online survey included consumers across seven countries: Australia (1,000), Brazil
(1,000), England (1,000), Norway (800), Saudi Arabia (850), Singapore (930) and the
United States (2,000).
• The seven-country survey was conducted by Nielsen on behalf of Accenture between
November 2016 and January 2017. (The US survey was conducted online between and
November 15-28, 2016).
• The analysis provided comparisons by country, sector, age and use.
Copyright 2017 Accenture. All rights reserved. 2
METHOD: Sample, Recruitment and Representativeness
With whom did Accenture work to conduct the quantitative survey?
Accenture worked with Nielsen, who was responsible for the entire project including recruitment, screening
of respondents, questionnaire development, analysis and report development.
Who was surveyed?
1000 consumers, age 18+.
How did Accenture recruit study participants?
Respondents were contacted through direct email invitations and notifications; respondents followed a
unique link to the survey and completed it anonymously.
Are we confident in the quality of the respondents and that they meet the
study criteria?
All participants are consumers, ages 18+, residing in England, specified and nationally representative.
Participants’ details are double verified and were rescreened for this study to ensure participant quality.
What did we do to ensure balance and a representative sample?
In England, data were weighted by age by sex, education, region, hours online and household composition
Copyright 2017 Accenture. All rights reserved. 3
RESEARCH
RESULTS:
KEY FINDINGS
3%
4%
4%
4%
5%
6%
9%
13%
16%
13%
16%
17%
19%
21%
25%
31%
28%
42%
54%
56%
52%
58%
58%
52%
51%
47%
37%
30%
24%
27%
19%
16%
17%
10%
12%
5%
My physician(s) or other healthcare providers
Labs that process my medical tests
Hospitals I visit
My pharmacy
IT support for my physician's office or other medical site
Urgent care or walk-in retail clinics I visit
Non-medical staff at my physician's or healthcareprovider's office
The government
Tech companies (i.e., for wearables or health apps Iuse)
English consumers trust their physicians, labs, and hospitals
more than trust of the government or tech companies to
keep their digital healthcare data secure.
BASE: ALL QUALIFIED ENGLAND RESPONDENTS (n=1,000)
Q615 Overall, how much do you trust each of the following people or organizations to keep your digital healthcare information secure?
Not at all Not very much Somewhat A great deal
Degree of Trust in Organisations to Keep Digital Healthcare Data Secure
TOP 2 BOX
Copyright 2017 Accenture. All rights reserved. 5
84%
80%
79%
77%
74%
69%
61%
59%
42%
Copyright 2017 Accenture. All rights reserved. 6
Slightly more than two-thirds of English consumers have at
least some confidence in the digital data security measures
taken by their providers and less than half by the companies
that make health apps or devices. Relatively few have high
confidence in either of these organisations.
Confidence in Security Measures to Protect Privacy and Security of Health Data
BASE: ALL QUALIFIED ENGLAND RESPONDENTS
Q525/Q560 How confident are you that your healthcare providers/health app/device company’s security measures will protect the security and privacy of your digital healthcare data?
69%Top 2
Box
46%
5%13%
25%
41%
58%
40%
11%5%
Provider(n=1000)
Health App/Device Company(n=871)
Very confident
Somewhat confident
Not very confident
Not at all confident
43%
29%
21%
7%
Very involved
Somewhat involved
Not very involved
Not at all involved
Copyright 2017 Accenture. All rights reserved. 7
English consumers want to be more involved in keeping
their healthcare data secure than they currently are.
Involvement in Keeping Digital
Healthcare Data Secure
BASE: ALL QUALIFIED ENGLAND RESPONDENTS (n=1000)
Q727 Overall, how involved are you in keeping your digital healthcare data secure?
Q730 Overall, how involved do you want to be in keeping your digital healthcare data secure?
Top 2
Box
27%
9%
23%
45%
23%
68%
Involvement Want to Have in Keeping Digital
Healthcare Data Secure (Slide 3 of 7)
One out of eight English consumers has experienced
a breach of their digital healthcare data. More than
half of those were a victim of medical identity theft.
BASE: ALL QUALIFIED ENGLAND RESPONDENTS (n=1000)
Q903 To the best of your knowledge, how many times, if at all, have you experienced a breach of your digital healthcare data? By breach we mean any scenario where your healthcare data might be accessed, viewed, or manipulated by someone who is not authorized to view it.
BASE: EXPERIENCED A BREACH (n=118)
Q990 Following the breach in your digital healthcare data, were you a victim of medical identity theft (as in, after a data breach, your information was used in a fraudulent way by someone else)? If you were a victim more than once, please answer for the most recent time a breach occurred.
BASE: EXPERIENCED MEDICAL ID THEFT (n=64)
Q995 You mentioned you were a victim of medical identity theft. How was your identity used? Please select all that apply.
Q1000 Did you have to spend money as a result of the theft of your medical identity?
BASE: SPENT MONEY DUE TO MEDICAL ID THEFT (n=51)
Q1005 How much did you spend as a result of the theft of your medical identity?
Identity was used to…
13% experienced a breach
(1 time, 4%; two times,
3%; 3-9 times, 5%)
Of those, 56% were a
victim of medical
identity theft
As a result, 77%
spent an average
of £172
Copyright 2017 Accenture. All rights reserved. 8
82%
42%
35%
25%
15%
24%
4%
Fraudulently (net)
Fraudulently fill prescriptions
Fraudulently receive medical care
Fraudulently bill for care
Purchase items
Access or modify my health records
Something else
Copyright 2017 Accenture. All rights reserved. 9
Among those who experienced a breach, over one-third
said it occurred in a pharmacy and almost 30 percent
said a hospital and 20 percent an urgent care clinic.
35%
29%
21%
19%
14%
12%
11%
11%
11%
Pharmacy
Hospital
Urgent care clinic
Physician's office
Retail clinic
Laboratory
Employer
A tech/app company
Government
BASE: EXPERIENCED A BREACH (Global, n=1487; Australia, n=139; Brazil, n=179, England, n=118; Norway, n=107, SA, n=289; Singapore, n=192; US, n=463
Q945 You said you experienced a breach of your digital healthcare data. What type of company or organisation was holding your data where the breach occurred?
Type of Company Where Breach Occurred
Copyright 2017 Accenture. All rights reserved. 10
Among those in England who experienced a breach, more
than one-third found out about it themselves or learned
about it passively. Further, one in three received a notice
proactively.
36%
34%
31%
18%
Error noticed by respondent (Net)
Learned about it passively (Net)
Was notified proactively by entity/government (Net)
Some other way
BASE: EXPERIENCED A BREACH (n=463)
Q955 How did you find out about the breach of your digital healthcare data?
How They Found Out About Breach
Among those who experienced a breach, seven in ten
had some type of medical information breached.
70%
25%
20%
18%
16%
16%
39%
39%
11%
Medical Information (Net)
Health insurance ID number
Electronic medical records
Biometric identifiers
Medical record numbers
Data from a health or medical condition tracking app
Personal Information (Net)
Contact information
Other
BASE: EXPERIENCED A BREACH (Global, n=1487; Australia, n=139; Brazil, n=179, England, n=118; Norway, n=107, SA, n=289; Singapore, n=192; US, n=463)Q960 What data were compromised in the breach of your digital healthcare data? Please select all that apply.
Data Compromised in Breach
Copyright 2017 Accenture. All rights reserved. 11
In response to the breach of their healthcare data,
more than nine out of ten took some action to protect
their data with changing passwords or other
credentials topping the list.
94%
27%
22%
22%
19%
18%
14%
13%
13%
6%
Steps personally took in response to breach (Net)
Got legal help
Changed passwords or other credentials
Subscribed to identity protection service
Added additional security software to my computer
Involved the police
Reported it to the organisation holding my data
Changed healthcare providers
Other
None of these
BASE: EXPERIENCED A BREACH (Global, n=1487; Australia, n=139; Brazil, n=179, England, n=118; Norway, n=107, SA, n=289; Singapore, n=192; US, n=463)
Q965 What steps, if any, did you take in response to the breach of your digital healthcare data? Please select all that apply.
Steps Personally Took in Response to Breach
Copyright 2017 Accenture. All rights reserved. 12
In response to the breach, almost all respondents
reported that the company holding their data took
some action.
BASE: EXPERIENCED A BREACH (n=463)
Q970 What steps did the company holding your digital healthcare data take in response to the data breach? Please select all that apply.
Steps Company Took in Response to Breach
Copyright 2017 Accenture. All rights reserved. 13
95%
29%
23%
22%
20%
18%
16%
13%
10%
9%
6%
6%
3%
Steps company took in response to breach (Net)
Explained how they fixed the problem causing breach
Explained how they would prevent future breaches
Explained consequences/potential consequences of…
Helped me find more security-oriented healthcare provider
Added new security protocols
Covered/reimbursed me for any expense/damage from…
Informed me there was a breach
Provided identity theft protection
Contacted law enforcement
Other
Not sure
Did not take any steps
Of those that experienced a breach, 68% felt the
breach was handled somewhat or very well.
15%
53%
26%
6%
BASE: EXPERIENCED A BREACH (Global, n=1487; Australia, n=139; Brazil, n=179, England, n=118; Norway, n=107, SA, n=289; Singapore, n=192; US, n=463) Q975 In your opinion how well was the breach handled overall?
How Well Breach was Handled
Copyright 2017 Accenture. All rights reserved. 14
Not well at all
Not very well
Somewhat well
Very well
The consequence of the breach varied with over a
third gaining trust in the organisation, a third
remaining the same and over a third losing trust.
10%
26%
29%
26%
9%
How Breach Impacted Trust of Company
BOTTOM 2 BOX
35%
BASE: EXPERIENCED A BREACH (Global, n=1487; Australia, n=139; Brazil, n=179, England, n=118; Norway, n=107, SA, n=289; Singapore, n=192; US, n=463)
Q985 How did the data breach impact your trust of the organisation holding your digital healthcare data when the data breach happened? Do you trust them…?
Copyright 2017 Accenture. All rights reserved. 15
Much less
A little less
About as much as before
A little more
Much more
TOP 2 BOX
36%