PATIENTS WANT A HEAVY DOSE OF DIGITAL

Transcription

1 PATIENTS WANT A HEAVY DOSE OF DIGITAL 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.

2 Healthcare consumers are taking control of their data 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. 01

3 Consumers of all ages are accessing their EHR, and they know more about the data that is available to them than two years ago More US consumers with EHRs are accessing their records, 45% in 2016 vs. 27% in 2014 (see Figure 1). Health technology users age 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). FIGURE 1. More US consumers with electronic health records are accessing their records % VS 22% 27 % 45 % FIGURE 2. Health technology users age are most likely to have turned to their EHRs to manage health? Lab work and blood test results 48 % 24 % Prescription medication history 44 % 23 % Immunization status 37 % 16 % Personal profile information (ie. demographics) 15 % 36 % 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 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 35 % 61 % Top Users (Ages 65-74) Least Users (Ages 18-34) Lab work and blood results 41 % 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 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). Source: Accenture 2016? Physician notes from visits/condition 24 % Prescription medication history 9 % Personal profile information (ie. demographics) 5 % Immunization status 5 % X-rays or nuclear imaging results 5 % Billing information 5 % None of the above 6 %

4 Doctors and consumers don t always agree on what a patient should access in his/her EHR 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. 02

5 FIGURE 5. Most consumers think they should have full access to their EHR FIGURE 6. Consumers and doctors agree that patients should be able to update their EHR information Level of access a patient should have to EHR Level of access patients believe they have access to Demographics Medical History Symptoms 95 % 86 % 83 % 90% 89 % 93 % 87 % 83 % 86% 84 % 1% 7% Demographic Information Consumers Personal Medical History Doctors Family Medical History New Symptoms Change in Symptoms Consumers 92% 74% 7% Doctors 18% 27% 24% 49% FIGURE 7. Consumers view EHR primarily as a tool for their doctors and themselves Full Access Limited Access No Access My primary doctor 75 % Me 67 % 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).? My other doctors/specialists Anyone I give permission to Hospitals I visit Urgent care centers I visit Doctors/Specialists performing procedure in other country 32 % 30 % 55 % 52 % 51 % 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). My pharmacy Family members Caregiver Retail clinics I visit An overseas health expert performing clinical analysis 9 % 8 % 28 % 22 % 20 % My employer 3 % Source: Accenture 2016 The government 3 %

6 Consumers use of apps and wearables has doubled, and both doctors and patients agree there are benefits 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%. 03

7 FIGURE 8. Use of health apps and wearables has doubled in the past two years among health technology users FIGURE 9. The most popular health apps are Fitness and Diet/Nutrition % 52 % Wearable technology 9 % 21 % 36 % 28 % 25 % 12 % 10 % Mobile phone/ tablet app 16 % 33 % Fitness Diet/ nutrition Symptom navigator Patient portal app Health/ condition tracker Medication tracker/ reminder/ manager FIGURE 10. Consumers and doctors agree that using wearables helps patient engagement Chronic condition/ disease management Engagement with own health Individuals aged 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). 19% CONSUMERS 4% 77 % DOCTORS 12% 3% 85% Source: Accenture 2016 Helps Hurts Has no effect

8 Consumers are willing to track their health using digital tools, and share the data with healthcare professionals 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). 04

9 FIGURE 11. Most US consumers wear, or would be willing to wear, technology for health-tracking FIGURE 12. When recommended by a doctor, 3 in 4 consumers followed advice to wear technology to track health 78% Yes, 76% No, 24% 15 % 12 % 51 % Fitness and lifestyle (only) Vital signs (only) Both FIGURE 13. Most consumers are willing to share wearable or app data with a doctor or nurse Willingness to wear health technology can also offer 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 offer lower costs (58% 90% 87% 72% 63% 38% 31% 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 Doctor Nurse/ Other HCP Friend/ Family Member Health Insurance Plan Online community/ Other app users Employer Source: Accenture 2016

10 PREPARE FOR THE FUTURE BY CLOSING THE GAP 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.

11 For more information: Kaveh Safavi, M.D., J.D. Rick Ratliff Kip Webb, M.D., M.P.H. Linda MacCracken 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 The analysis provided comparisons by country, sector, age and use. Where relevant, the survey uses select findings from the 2016 Accenture Doctors Survey to ture-doc- tors-survey-2015-healthcare-it-pain-progress.aspx 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 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 Follow us on Twitter: twcamp^serp Copyright 2016 Accenture All rights reserved.