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Healthcare consumers in the United States want a digitally enabled care experience, and they are initiating it with greater use of digital tools and electronic health records. PATIENTS WANT A HEAVY DOSE OF DIGITAL

Patients Want a Heavy Dose of Digital - Accenture€¦ · The patient experience is going digital, and consumers are leading the way by accessing electronic health records (EHRs)

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Page 1: Patients Want a Heavy Dose of Digital - Accenture€¦ · The patient experience is going digital, and consumers are leading the way by accessing electronic health records (EHRs)

Healthcare consumers in the United States want a digitally enabled care experience, and they are initiating it with greater use of digital tools and electronic health records.

PATIENTS WANT A HEAVY DOSE OF DIGITAL

Page 2: Patients Want a Heavy Dose of Digital - Accenture€¦ · The patient experience is going digital, and consumers are leading the way by accessing electronic health records (EHRs)

The patient experience is going digital, and consumers are leading the way by accessing electronic health records (EHRs) and using digital tools, such as wearables and apps, to manage their health. Patients have firm beliefs about who should access their data—but providers don’t always agree.

To improve patient engagement and customer satisfaction, healthcare organizations must close the gap between what patients demand and what providers deliver by investing in digital tools and strategies.

Healthcare consumers are taking control of their data

01

Page 3: Patients Want a Heavy Dose of Digital - Accenture€¦ · The patient experience is going digital, and consumers are leading the way by accessing electronic health records (EHRs)

Source: Accenture 2016

Lab work and blood test results 48%

24%

Prescription medication history 44%

23%

Immunization status 37%

16%

Personal profile information (ie. demographics)

36%

15%

Billing information 35%

18%

Physician notes from visits/condition 33%

15%

X-rays or nuclear imaging results 29%

13%

I do not know what information 35%

61%

Lab work and blood results 41%

Physician notes from visits/condition 24%

Prescription medication history 9%

Billing information 5%

X-rays or nuclear imaging results 5%

Immunization status 5%

Personal profile information (ie. demographics)

5%

None of the above 6%

?

?

Top Users (Ages 65-74)

Least Users (Ages 18-34)

20162014 38% 22%

45%

VS

2014 2016����������27%

Compared to two years ago, healthcare consumers know more about what data they can access in

their EHR. In 2016, 65% with EHRs said they know what data they have access to in their EHR vs.

39% in 2014. However, 35% still don’t know what information they can access (see Figure 3).

Interestingly, those patients who have accessed their EHR are doing so to stay informed (41%),

but not for help with making medical decisions (6%). Among consumers who know what

information they have access to, 41% say accessing lab work and blood test results is most

helpful for managing health, while 24% say having physician notes is most helpful (see Figure 4).

FIGURE 1.More US consumers with electronic health

records are accessing their records

FIGURE 2.Health technology users age 65-74

are most likely to have turned to their EHRs to manage health

FIGURE 3. Consumers know more about what data they can access in their EHR

FIGURE 4. Data that patients with EHRs find

most helpful to health management

More US consumers with EHRs are accessing their records, 45% in 2016 vs. 27% in 2014

(see Figure 1). Health technology users age 65-74 are most likely to have turned to their

EHRs to manage their health (38% did so in 2016 vs. 22% of those 18-34) (see Figure 2).

Consumers of all ages are accessing their EHR, and they know more about the data that is available to them than two years ago

Page 4: Patients Want a Heavy Dose of Digital - Accenture€¦ · The patient experience is going digital, and consumers are leading the way by accessing electronic health records (EHRs)

Most (92%) patients believe they should have full access to their records, while only 18% of physicians share this belief. Interestingly, about half (49%) of patients believe they have full access (see Figure 5). The perception gap about EHR access has widened in the past two years, a 42% decline in physicians and a 10% rise in patients.

Doctors and consumers don’t always agree on what a patient should access in his/her EHR

02

Page 5: Patients Want a Heavy Dose of Digital - Accenture€¦ · The patient experience is going digital, and consumers are leading the way by accessing electronic health records (EHRs)

�������������� �������My primary doctor 75%

67%

55%

52%

51%

32%

30%

28%

Me

My other doctors/specialists

My pharmacy

Doctors/Specialists performing procedure in other country

Hospitals I visit

Urgent care centers I visit

Anyone I give permission to

22%Family members

20%Caregiver

9%Retail clinics I visit

8%An overseas health expert performing clinical analysis

3%My employer

3%The government

Demographics

Demographic Information

Medical History Symptoms

86%95%

83%90% 89% 93%

87%83% 86% 84%

Personal Medical History

FamilyMedical History

New Symptoms

Change in Symptoms

Consumers Doctors

?

No AccessLimited AccessFull Access

DoctorsConsumers

92%7%

1%

18%74%7%

49%27% 24%

Source: Accenture 2016

Most (77%) patients who favor patient access want to see exactly what the doctor sees—

not a summary. They also want the ability to update their records, such as with their

demographic information (86%), family medical history (89%) and new symptoms (87%).

Healthcare consumers and doctors are in agreement that patients should be able to update

most information in his/her EHR (see Figure 6).

Consumers have strong views on who should access their EHR data. They view their EHR as a

tool for their primary doctor (75%) or themselves (67%), not to be accessed by others, unless

they provide permission (52%). Very few (3%) consumers believe their employer, government

(3%) or a retail clinic (9%) should be able to access their health record (see Figure 7).

Level of access a patient should have to EHR

Level of access patients believe they have access to

FIGURE 6. Consumers and doctors agree that patients

should be able to update their EHR information

FIGURE 7. Consumers view EHR primarily as a tool for their doctors and themselves

FIGURE 5.Most consumers think they should

have full access to their EHR

Page 6: Patients Want a Heavy Dose of Digital - Accenture€¦ · The patient experience is going digital, and consumers are leading the way by accessing electronic health records (EHRs)

Use of health apps has doubled in the past two years (33% in 2016 vs. 16% in 2014) among consumers who use technology to manage their health. Use of health wearables has also doubled (21% in 2016 vs. 9% in 2014) (see Figure 8). The use of social media has increased from 14% to 21%.

Consumers’ use of apps and wearables has doubled, and both doctors and patients agree there are benefits

03

Page 7: Patients Want a Heavy Dose of Digital - Accenture€¦ · The patient experience is going digital, and consumers are leading the way by accessing electronic health records (EHRs)

Mobile phone/tablet app

Wearable technology

��������������CONSUMERS DOCTORS

Has no e�ect HurtsHelps

Fitness Diet/nutrition

52%

Symptom navigator

36%

Patient portal app

28%

Health/condition tracker

25%

Medication tracker/

reminder/manager

12%

Chronic condition/

disease management

10%

85%

3%12%

77 %

4%19%

59%

20162014

�����21%

�����

�����9%

16% �����33%

Source: Accenture 2016

Individuals aged 18-34 are the most prevalent users of both apps (48%) and wearables (26%). The most popular among all app users are Fitness (59%) and Diet/Nutrition (52%) apps (see Figure 9).

Both US consumers (77%) and doctors (85%) agree that using wearables helps a patient engage in their health (see Figure 10).

FIGURE 8. Use of health apps and wearables has doubled in the

past two years among health technology users

FIGURE 10. Consumers and doctors agree that using

wearables helps patient engagement

Engagement with own health

FIGURE 9. The most popular health apps are

Fitness and Diet/Nutrition

Page 8: Patients Want a Heavy Dose of Digital - Accenture€¦ · The patient experience is going digital, and consumers are leading the way by accessing electronic health records (EHRs)

04

The majority (78%) of healthcare consumers wear or are willing to wear technology to track their lifestyle and/or vital signs (see Figure 11). Of consumers who were asked by a doctor to wear technology to track their fitness and lifestyle (18%) or vital signs (19%), roughly three-fourths (76%) of patients followed the physician’s recommendation (see Figure 12).

Most consumers are willing to share wearable or app data with a doctor (90%) or nurse (87%)—and 40% of health app users have already done so. Willingness to share wearable or app data drops when it comes to health plans (63%) or employers (31%) (see Figure 13).

Consumers are willing to track their health using digital tools, and share the data with healthcare professionals

Page 9: Patients Want a Heavy Dose of Digital - Accenture€¦ · The patient experience is going digital, and consumers are leading the way by accessing electronic health records (EHRs)

15% 12%

Vital signs (only)

51%

BothFitness and lifestyle (only)

Doctor

90%

Nurse/Other HCP

87%

Friend/Family

Member

72%

Health Insurance

Plan

63%

Online community/

Other app users

38%

Employer

31%

Yes, 76%

78%

No, 24%

Source: Accenture 2016

Willingness to wear health technology can also o�er data to be used in virtual visits—visits that are increasing in popularity due to convenience and cost advantages

Healthcare consumers and US doctors agree that virtual visits o�er lower costs (58% of consumers vs. 62% of doctors) and convenience (52% consumers vs. 80% doctors) for patients, but patients perceive quality of care as a main advantage of in-person visits. Twenty-nine percent of healthcare consumers now say they prefer remote to in-person visits, a small increase from 23% in 2014.

FIGURE 11.

Most US consumers wear, or would be willing to wear, technology for health-tracking

FIGURE 13. Most consumers are willing to share wearable

or app data with a doctor or nurse

FIGURE 12. When recommended by a doctor,

3 in 4 consumers followed advice to wear technology to track health

Page 10: Patients Want a Heavy Dose of Digital - Accenture€¦ · The patient experience is going digital, and consumers are leading the way by accessing electronic health records (EHRs)

Consumers’ speed of digital adoption in the past two years is significant, illustrating that patients are leading the way in using digital tools to manage their health. Access to EHRs is increasing significantly, however there is a gap between physician and patient expectations on the level of access to this information. There is an opportunity for physicians to increase the level of transparency and improve communications with patients.

Providers that invest in digital tools and develop strategies to adapt to consumers’ expectations will close the gap between what patients demand, and what providers deliver.

PREPARE FOR THE FUTURE BY CLOSING THE GAP

Page 11: Patients Want a Heavy Dose of Digital - Accenture€¦ · The patient experience is going digital, and consumers are leading the way by accessing electronic health records (EHRs)

https://www.accenture.com/us-en/insight-accen-ture-doc-

tors-survey-2015-healthcare-it-pain-progress.aspx https://twitter.com/AccentureHealth?ref_src=tws-rc^google|twcamp^serp|twgr^author

For more information:

Kaveh Safavi, M.D., [email protected]

Rick Ratli�richard.ratli�@accenture.com

Kip Webb, M.D., [email protected]

Linda [email protected]

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 the 2016 Accenture Doctors Survey to

compare the doctor and consumer responses.

* Numbers in the figures may not add to 100% due to rounding.

About Accenture

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services company, providing a broad range

of services and solutions in strategy,

consulting, digital, technology and

operations. Combining unmatched

experience and specialized 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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@AccentureHealth

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