A survey of 2,000 UK consumers shows how healthcare providers should navigate Covid-19 based on the number of customers avoiding healthcare locations due to the Coronavirus and those interested in virtual appointments and service by phone or video. Industries covered include: doctors clinics, GPs, sexual health clinics, dentists, therapists and counsellor services.

1. How healthcare
organisations should
navigate Covid-19
Based on insights from
2,000 UK consumers
A survey by leading technology company Qudini.

2. We surveyed 2,000 British patients to
understand their healthcare service
behaviours during Covid-19

3. 65% are avoiding doctors clinics.
75% are avoiding all other types of
healthcare services
68% want virtual service from GPs.
35% want virtual service from other
healthcare services.
Our survey of 2,000 British citizens shows
that during Covid-19
What these findings indicate for healthcare providers
in the Covid-19 era
On-site social distancing and advanced
patient management is needed for
patients to feel safe.
Every healthcare service should have a
virtual service offering that gives patients
optionality to stay home if they need help.

4. 1.
Scheduled visits and virtual
queuing that enables in-store
social distancing.
2.
Effortless virtual appointment
for phone and video service that
keep customers safe and at
home.
We’re supporting healthcare
organisations with safe and seamless
patient services:

5. Key Finding 1
Most Britons are avoiding
healthcare services as much as
possible

6. Britons are avoiding all types
of healthcare providers as
much as possible
• 37% of consumers have eliminated non-essential trips to
healthcare providers and other public places. 43% have
heavily reduced trips. Only 7% have not changed their
behaviour.
• Our survey was taken 6 weeks ago. Our questions allowed
respondents to indicate if they had not reduced non-essential
trips to healthcare providers and other public places. When
looking by region at the percentage of customers that have
not reduced their non-essential trips, there seems to be a
possible correlation between regions where higher
percentages did not reduce their non-essential trips to
healthcare providers and public places and higher Coronavirus
cases in the region at this present moment in time (5th May
2020). We cannot say if this is cause and effect.

7. Britons are avoiding all types
of healthcare providers as
much as possible
• GenZs are the least likely to fully eliminate their
non-essential trips to healthcare providers and
other public places.
• Overall, Baby Boomers have reduced/eliminated
non-essential trips to the greatest extent.

8. Comparing the % of customers that said they would
normally visit these types of business locations:
• UK citizens visit their doctors and dentists the most
and equally. They are more likely to visit a
government service than a therapist.
• 49% of UK citizens will normally visit a therapist.
• 44% of UK citizens will normally visit a sexual
health clinic.
Britons are avoiding all types
of healthcare providers as
much as possible

9. • UK citizens are avoiding all types of their typical
healthcare services.
• Doctors are being avoided the least of all healthcare
services, 17% fewer people are avoiding doctors
compares to therapists and sexual health clinics.
• In the weeks prior to lock-down sexual health
clinics, therapists and dentists were being avoided
to the same extent.
• 76% of UK therapy patients are avoiding their
therapists and 17% are reducing visits.
Britons are avoiding all types
of healthcare providers as
much as possible

10. Key Finding 1:
Patients are avoiding all
types of healthcare services
as much as possible:
Healthcare providers are turning to virtual queuing and
appointment booking software to enable on-site social
distancing by enabling patients to schedule visits and
service or to wait remotely while staying updated.
Solutions:
o Keep patients safe.
o Improve operations.
o Stand out out for caring about patients.
o Create a competitive advantage.
Getting this right would enable a
healthcare provider to:
Even as the lockdown eases, on-site social distancing and
enhanced patient management will be essential to building
patient confidence to visit healthcare locations to service their
essential needs.
65%
are avoiding
doctors clinics
75%
are avoiding other
healthcare locations
Key finding 1 conclusion - What this indicates
for healthcare in the Coronavirus era:

11. Safe and easy virtual
queuing.
1
2
3
4
Check-in on
any channel
Provide wait
time & position
Team access
on any device
Customer updated as
their turn arises
Ensure patient safety and confidence with…

12. 1 2
3
4
Scheduled visits
/ appointments.
Book from any
channel 24/7
Receive
reminders
Personalised
greeting
Team access
on any device
Ensure patient safety and confidence with…

13. Key Finding 2
Patients want virtual phone and video
service from every type of healthcare
service

14. • Pharmacies: 60% of patients want phone or video service.
Half (50%) by phone and 13% by video.
• Doctors clinics: 68% of patients want phone or video
service. More than half (56%) by phone and a fifth (21%) by
video.
• Dentists: 41% of patients want phone or video service. A
third (32%) by phone and one in ten (11%) by video.
• Sexual health clinics: 28% of patients want phone or video
service. 27% by phone and 13% by video.
• Therapists/counsellors: 36% of patients want phone or
video service. 24% by phone and 17% by video.
UK consumers want virtual service by
phone or video from every type of
healthcare provider

15. Younger generations in the GenZ, Millennial and GenX demographics
are twice as likely to want virtual service by video.
Baby Boomers are only slightly more likely to want virtual service by
video than younger generations.
This suggest Baby Boomers are a priority reason for offering
enhanced patient management on-site, while younger demographics
could be migrated to digital channels.
UK consumers want virtual service by
phone or video from every type of
healthcare provider

16. Key Finding 2:
Patients want virtual
service by phone or video
from every type of
healthcare service
Healthcare providers are taking their personalised one-
to-one services and events online and using software to
make these easy to access and book.
Solutions:
o Keep patients safe.
o Improve operational efficiency.
o Stand out out for caring about patient services.
o Understand the future growth potential of online virtual
service for your brand.
Getting this right would enable a
healthcare provider to:
Every healthcare service should have a virtual service offering that
gives patients the option to stay home if they need help.
The avid interest in virtual service from younger demographics also
suggests this interest extends beyond the outbreak and that Covid-
19 could act as a catalyst for online healthcare services in the future.
Conclusion: What this indicates for
healthcare in the Coronavirus era
68%
want virtual service from
doctors clinics
60%
want virtual service from
pharmacy healthcare
providers
35%
want virtual service from
other healthcare services

17. Simple online
appointment booking.
1 2
4
Book from any
channel 24/7
Receive
reminders
Connect by video
conference at start time
Access
on any device
3
Take your one-to-one services online with…

18. To Summarise

19. • 65% are avoiding
doctors clinics
• 75% are avoiding all
other types of
healthcare services
• 68% want virtual
service from doctors
clinics
• 35% want virtual
service from other
healthcare services
The Qudini survey of 2,000
British citizens shows that
during Covid-19
In the Coronavirus
era, these insights
indicate
On-site social
distancing and
advanced patient
management is
needed for
customers to visit.
Every healthcare
service should
have a virtual
service offering
that gives patients
the option to stay
home if they need
help.
How Qudini software ensures
patient safety while
improving access to service
How our services help
healthcare providers
Patients stay safe, while
the practice is calmer and
more efficient. The
software helps doctors to
manage their time and to
communicate with
reception.
Serving patients from the
comfort of their home is
seamless and efficient.
More patients can be
served with lower
operational requirements.
Appointment Scheduling software and
Queuing System limits the number of
patients on-site by enabling
them to schedule visits or
join virtual queues and wait
outside while staying
updated by SMS and a
webpage.
healthcare providers to
offer online one-to-one
service and virtual
events that patients
can easily discover and
book online.
Our Appointment Scheduling software and
online Event Booking System enables

20. Physical queues were an iconic consequence of
World War II rationing schemes.
Three quarters of a century later, with the
smartphone technology we have today, this
approach feels unnecessary.
With virtual queues already used by forward
thinking organisations, we believe virtual
queues will become the solution to this problem
now and in the future.
Final thought

21. Our healthcare provider Choreography
suite
Appointment
Scheduling
Virtual
Queuing
Event
Management
Task
Management
Powers leading global brands
About Qudini

22. info@qudini.com
www.qudini.com
Thank you
Imogen Wethered