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Accenture 2019 Digital Health Consumer Survey

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Today’s Consumers Reveal the future of healthcare

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Accenture 2019 Digital Health Consumer Survey

  1. 1. REVEAL THE FUTURE OF HEALTHCARE TODAY’S CONSUMERS Accenture 2019 Digital Health Consumer Survey FOR MEDIA
  2. 2. Millennial + Gen Z Consumers: Demanding more from healthcare than the status quo
  3. 3. Gen Z and Millennials: Gen Z and millennials are least likely to have a primary care physician (PCP), compared to older generations. With millennials in the U.S. set to become the largest generation in 2019, they hold the most power to influence future healthcare models. Who has a PCP? THE NEW HEALTHCARE CONSUMER IS HERE Source: Accenture 2019 55% Millennials use various channels for routine medical services 67% 76% 84% 85% Millennials 41% Retail clinics 39% Virtual care Gen Z (ages 18 to 21 in 2019) Gen X (ages 22 to 38) Baby Boomers (ages 39 to 54) Silent Generation (ages 55 to 73) (ages 74 to 91) 19% On-demand 12% Digital therapeutics Less likely to have a PCP
  4. 4. Location/channel Appointment times Responsiveness to follow-up (via email or phone) Dissatisfied with traditional in-person care Millennial +Gen Z Effectiveness of care Medication prescribed that I expected or requested Efficient operations (e.g., e-billing) Source: Accenture 2019 32%12% 4% 24% 24%10% 5% 24% 11% 24%13% 2 to 3Xs higher dissatisfaction than baby boomers 15% 6% 16% 16% 18% 8% NEW EXPECTATIONS FOR HEALTHCARE Dissatisfied with many aspects of traditional in-person care As these younger generations have greater healthcare needs, they will increasingly look for services to satisfy their expectations for effectiveness, convenience, efficiency and transparency. Millennial + Gen Z 4% Gen Z Millennials Baby boomersvs.
  5. 5. Non-Traditional Care Shifting to virtual, clinics and digital care for various needs
  6. 6. Walk-in or retail clinic NON-TRADITIONAL CARE IS GAINING GROUND 47% 29%Virtual care On-demand Outpatient/ day surgery (virtual, on-demand, clinics) Non-traditional for specific needs Cold/virus treatment 65%18% 57% Physical injury 55% Mental Health 42% screening 38% Major surgery 36% (e.g., appendectomy) and treatment STD Source: Accenture 2019
  7. 7. are going mainstream Nearly half of consumers using walk-in or retail clinic for different purposes. There is little distinction between preferences for using retail clinics versus traditional for flu shots (55 percent vs. 54 percent), cold and virus treatment (47 percent vs. 48 percent) or physical injury such as a sprained ankle or backache (41 percent vs. 59 percent). A fifth (21 percent) of U.S. consumers would visit a walk-in clinic for a minor surgery. Source: Accenture 2019 47% RETAIL WALK-IN CLINICS
  8. 8. HIGHER DEMAND FOR VIRTUAL CARE 20%26% Mental health 19%25% Addiction 11%24% Physical injury 11%23% 11%20% 12%20% Dermatology Major health issues All others Among Consumers With More Complex Needs (e.g., tobacco, opioids) (e.g., sprain ankle, backaches) (e.g., birth control) Reproductive STD screenings + treatmenttreatment health
  9. 9. Digital Self-service Rising Consumers are taking control of their own healthcare
  10. 10. Consumers choose providers with digital capabilities Source: Accenture 2019 Email provider 2019 67% 77% 57% 70% 53% 69% 58% 68% 39% 53% 36% 49% DIGITAL SELF-SERVICE 2016 Follow-up care reminders Request prescription refills Video consults Schedule appointments Remote monitoring
  11. 11. As part of a seven-country study highlighting preferences and use of traditional and non- traditional healthcare delivery — including walk-in or retail clinics, virtual health, on-demand services and digital therapeutics — Accenture surveyed 2,338 U.S. healthcare consumers (ages 18+) between November and December 2018. Using cohorts defined by Pew Research, respondents belonged to one of five age groups: Gen Z (ages 18-21 in 2019), millennials (ages 22 to 38), Gen X (ages 39-54), Baby Boomers (ages 55 to 73) and Silent Generation (ages 74 to 91). Where relevant, select findings are trended from Accenture’s research in 2016 and 2017. Methodology Media Contact: Copyright © 2019 Accenture. All rights reserved. Accenture, its logo, and New Applied Now are trademarks of Accenture. Jenn Francis +1 630-338-6426 jennifer.francis@accenture.com Read the full research brief at accenture.com/DigitalHealthSurvey2019

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