Deloitte Survey: support for virtual care, but doctors aren’t meeting demand

1. The findings are based on responses from 624 physicians and 4,530 consumers to the Deloitte Center for Health Solutions
2018 Survey of US Physicians and 2018 Survey of US Health Care Consumers.
About the Deloitte Center for Health Solutions
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1
Rachel Arndt, “Chief information officers roundtable: As technology drives consumerism, consumerism drives technology,” Modern Healthcare,
March 17, 2018, http://www.modernhealthcare.com/article/20180317/NEWS/180319929, accessed April 19, 2018.
From a business
standpoint, physicians
can gain from timely
adoption of virtual
care…
It offers physicians an opportunity to
retain and grow their patient base.
Responding to consumer demand for
virtual care can be a step toward
delivering patient-centric care.
Many nontraditional providers are
already offering virtual care services
and could pose a potential
competitive threat unless
hospitals and health systems quickly
move into this space.
…but some barriers
may need to be
overcome before
physicians get on
board.
Virtual care technology is currently
expensive for physicians: Some
sources cite a $60,000 price point.1
Although progress is being made,
reimbursement and licensing can still be
complicated and not favorable
to physicians.
Fatigue from large health information
technology implementations and
ongoing demand for electronic health
record optimization present challenges.
Only 9% of doctors
have implemented
technology for
remote monitoring
and/or integration
of data from
wearables.
Only 27% of the rest plan to add
this capability in the next 1–2 years.
Deloitte 2018 Surveys of US Health Care
Consumers and Physicians
Spotlight: Virtual care
The virtual visit had more
convenient hours
Not feeling well
enough to leave
my house
Improved access
to care
Improved
patient
satisfaction
Ability to stay
connected with
patients and
their caregivers
Closest doctor’s
office is far from
home or work
Still, consumers and physicians agree on the potential benefits:
Virtual care can improve access and offers greater convenience.
Similarly, consumers are embracing
wearables and other technologies
to track their health information...
...but doctors’ ability to use
patient-generated data is lagging
behind consumer interest.
66%
45%
52%
33%
25%
25%
CONSUMERS PHYSICIANS
Consumers Physicians
28%
Have had a virtual visit
with a doctor or nurse
Of those who have not
used virtual visits are
willing to try it
Top reasons consumers did
not opt for a virtual visit:
Loss of personal
connection with
their doctor
Concerns regarding
quality of care
24%
Issues with
access
Have implemented
the technology for
virtual visits
Of those without a
virtual visit capability
plan to add it within
the next two years
28%
Top physician concerns about
virtual care technologies:
Medical errors
Access to
technology
Data security
36%
35%
33%
Consumer interest in virtual care outpaces physician adoption:
23%
53% 27%
57%
14%
18%
1/2
53% of these say they shared this
information with their doctor.
of the surveyed
consumers use
technology to
track their health
information, and...
Respondents
use virtual
care tools
because:
9%
2019-20
Ken Abrams, MD, MBA
Managing director
Deloitte Consulting LLP
Email: kabrams@deloitte.com
Email: healthsolutions@deloitte.com
Web: www.deloitte.com/centerforhealthsolutions
Twitter: @DeloitteHealth
Leslie Korenda, MPH
Research manager
Deloitte Center for Health Solutions
Email: lkorenda@deloitte.com
Natasha Elsner, MS
Research manager
Deloitte Center for Health Solutions
Email: nelsner@deloitte.com
Sarah Thomas, MS
Managing director
Deloitte Services LP
Email: sarthomas@deloitte.com