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CONFIDENTIAL AND PROPRIETARY
Any use of this material without specific permission of McKinsey & Company
is strictly prohibited
Updated: As of February 25, 2022
Document intended to provide insight
rather than specific client advice
2022 COVID-19
Consumer
Healthcare Insights
McKinsey & Company 2
As of February 25, 2022
Winter 2022
Consumer
Health
Insights
2
McKinsey & Company
Consumer healthcare actions and attitudes moving to a “new normal” of living with COVID-19
• While ~75% of respondents are vaccinated, ~63% intend to stay current with their vaccinations; the majority of the unvaccinated
do not plan to vaccinate against COVID-19, even if mandated by their employer (60% of unvaccinated respondents)
• Consumers are increasingly comfortable testing for COVID-19 at home (most preferred testing location)
• Ongoing engagement in COVID-19 could be improved through attitudinal segmentation to better address needs
Virtual care and digital engagement have become an expected component in the ecosystem of care, not a replacement to in-
person care
• 50%+ of consumers indicated that they would want a health plan with virtual health benefits
• Satisfaction with most recent virtual visit is 60%, though ~50% of respondents responded that they would like to go back to the
way they received care before the pandemic, suggesting virtual care is an added convenience overall
• Respondents continue to engage more through digital channels, such as checking health information (81%), scheduling
appointments (79%), and getting prescriptions (71%)
Employee post-COVID-19 sentiment: Many employees seeking new options for how and where they conduct work
• Many employees are looking to work in hybrid ways; ~20% prefer full-time remote while ~40% prefer full-time in-person
• Employees, particularly younger age cohorts, prefer in-person interactions for activities related to growth, development, and team
building, while conducting general meetings and doing their work remotely
• Further change in residence could be possible with greater remote work as ~50% of employed respondents aged 25-49 would be
interested in living in a different location if they could permanently work remotely
Consumer satisfaction with healthcare leaders leaves opportunity for innovation and disruption to better meet consumers’
rising expectations and broader set of needs
• 55%+ of consumers believe that their primary care physician, pharmacy, and health insurer are meeting their needs
• 72% of consumers are satisfied with their insurer and 77% are satisfied with their primary care provider (PCP); these sentiments
are higher than before the pandemic
• Satisfaction with most payer attributes is 60%+; experiences related to transactions such as filling a prescription or paying a
premium have the highest satisfaction (~70%), while those related to seeking information have lower scores (~50%)
• While scheduling and receiving care are the most important provider journeys for consumers, they express the highest
satisfaction with checking-in and receiving care. Opportunities exist to improve experience for certain cohorts of patients
McKinsey & Company 3
As of February 25, 2022
COVID-19 vaccination status
% of respondents (age 18+), n = 6,871
Have you received any COVID-19 vaccine? Have you received a COVID-19 booster shot? Why have you decided not to get a COVID-19 vaccine?
How would you most prefer to get tested for COVID-19? Please indicate where you stand on the issue of COVID-19 vaccinations.
How much do you agree or disagree with each of the following statements? Respondents selected on a scale from 1-10 with 1 being “strong disagree” and 10 being “strongly agree”
24
6
7
14
49
Unvaccinated
Vaccinated, no booster
yet, unlikely to get
Vaccinated,
received booster
Vaccinated, no booster
yet, plan to get
Vaccinated, no booster
yet, don’t know
Difference in vaccinated respondents’ worry about being
exposed to COVID-19 compared to the unvaccinated
2X
Vaccinated respondents who personally plan to stay
current on COVID-19 vaccinations as recommended by
healthcare leaders
63%
Unvaccinated respondents believe that each individual should be free to decide
for themselves whether to get vaccinated
75%
Unvaccinated respondent attitudes
Unvaccinated respondents’ stated reasons for not getting a COVID-19 vaccine
% of respondents, n = 1,651
45
40
30
26
19
It’s my choice about whether or not to get
the vaccine, and I choose not to
I am concerned about the ingredients in the vaccine
I am concerned about long-term side-effects
The development of a vaccine is too rushed
I don’t like people telling me what I have to do
Vaccinated respondents believe every person has a
responsibility to protect themselves and others in the
community by getting vaccinated
55%
At home
33%
Unvaccinated respondents who would not get vaccinated if their employer
mandated a COVID-19 vaccine and would quit, stay until terminated, seek an
exemption, or arrange for frequent testing
60%
COVID-19 testing preferences
At the doctor’s office
17%
Via a drive-through site
14%
COVID-19: Emerging longer-term plans for COVID-19
vaccination and testing
McKinsey Consumer Health Insights 2/25/2022
McKinsey & Company 4
As of February 25, 2022
COVID-19: Opportunity to address specific needs of healthcare
attitudinal segments
Proactive about
managing health, and
cares most about
quality of care
Loyal, informed
consumer
Actively engages in
healthcare, relies on
PCP, and uses
multiple care settings
Engaged
traditionalist
Health conscious and
proactive; self-reliant
Healthy
convenience seeker
Only receives help
when necessary;
often seeks most
convenient options
Busy
convenience user
Few relationships
with providers; likely
to go to ER for care
Disadvantaged,
disconnected user
Constrained chronic-
care consumer
Poor health with low
motivation; not enough
time or resources to take
care of conditions
Description
Segment
88%
17%
75% plan to stay up to date on COVID-19 vaccinations as
recommended by healthcare leaders/their physician
59%, think it would protect them,
54%, right/responsible thing to do
50%, do not want to risk getting COVID-19
18%
30%, do not want more vaccine in their body
28%, have enough protection against COVID-19 from the original shots
25%, not enough information about potential long-term side effects
66%
29%
55% plan to stay up to date on COVID-19 vaccinations as recommended
by healthcare leaders/their physician
45%, right/responsible thing to do
45%, do not want to risk getting COVID-19
44%, think it would protect them
23%
27% do not want more vaccine in their body
20%, not enough information about potential long-term side effects
17%, have enough protection against COVID-19 from the original shots
COVID-19
vaccination
status
Percent
distressed due
to the pandemic
COVID-19
attitudes
Reasons for
getting a
booster shot
Percent of
respondents
Reasons for not
getting a
booster shot
Examples
of
differences
by
attitudinal
segment
McKinsey Consumer Health Insights 2/25/2022
McKinsey & Company 5
21
31
43
5
Don’t know
or prefer
not to answer
Hybrid, 1-4 days
None – prefer
full-time
remote work
5+
Employees: New ways of working are the preferred new “normal”
As of February 25, 2022
48
46
46
46
41
41
40
33
32
General meetings
Interviewing candidates for jobs
Major review meetings/steering
committee meetings
Meet with boss for
growth-related purposes
Meet for “coffee chats”
Team-building activities
Meet with boss for ongoing
work-related purposes
Workshops that involve
development/problem solving
Completing work independently
In-person
How would you most prefer to do the following types of work meetings? Respondents had an option for “not applicable,” which is not shown on the graph
How many days per week on average would you prefer to be working on-site at your pre-COVID environment?
1. Percentage point.
15pp Difference in preference for in-person meetings with boss between
large city and rural respondents (43% and 58%)
10 pp1 Difference in preference for in-person growth-related meetings between
18-24- and 45-54-year-old age cohorts, 54% and 44% respectively
33
36
40
39
45
44
44
53
50
Remote
Preference for different types of work meetings,
% of respondents, n = 1,596
More
in-person
More
remote
Preferred average number of days per week working on-site in pre-
COVID-19 work environment, % of respondents, n = 3,855
Differences exist across industry based on working environment
40-50% Respondents in software, IT & data, finance & insurance,
and administrative & support industries prefer a hybrid model
<20% Respondents in agriculture, mining, education, construction,
accommodation, and food services prefer remote work
McKinsey Consumer Health Insights 2/25/2022
McKinsey & Company 6
Employees: Consumers who are interested in
relocating if able to work remotely also express
higher interest in virtual care models
As of February 25, 2022
~30%
…be more likely to select or
have already specifically
selected a plan with virtual
primary care
55%
…plan to get more care
virtually
How likely would you be to live in a different location than where you currently live if you were able to work remotely permanently (e.g., you wouldn’t be expected to be in-
person after the pandemic)? Respondents responded on a scale from 1-10 with 1 being “not at all likely” and 10 being “extremely likely.” Respondents could select “don’t
know” or “not applicable.”
53% Respondents who
have children in
their household
56% Respondents in a
large city
Interest in living in a different part of the country if able to work remotely
permanently, % of working respondents, n = 3,687
~50% Respondents
aged 18-49
45% Employed respondents
interested in relocating to a
different part of the country
if able to permanently work
remotely
52% Respondents’ work
environment did not change
due to the pandemic
Employed respondents who
would be interested in living
in a different part of the
country who would…
McKinsey Consumer Health Insights 2/25/2022
McKinsey & Company 7
Healthcare satisfaction: Respondents highlight
an opportunity to better meet their needs
As of February 25, 2022
Primary care physician
Pharmacy 62
Smart phone (Apple, Android, etc.) apps
Health insurer
Preferred hospital system
62
Employer
55
49
48
34
How well do each of the following entities meet your expectations for supporting you in your health-related needs? Respondents responded on a scale of 1-10
with 1 being “don’t meet expectations at all” and 10 being “exceed my expectations.” “Meets expectations” is 8-10.
Do you believe any of the following NEGATIVELY affects the quality of care you receive from your healthcare providers (e.g., doctors, nurses)?
Why do you believe [factor] affects the quality of care you receive from your care providers (e.g., doctors, nurses)?
Support for health-related needs,
% of respondents indicating “meets expectations,” n = 6,871
McKinsey Consumer Health Insights 2/25/2022
70%+
Respondents aged 65+ indicate their PCP,
pharmacy, and health insurer ‘exceeds
expectations’ compared to ~50% for consumers
aged 25-34
25+ pp
Difference in “meets expectations” responses for
PCP, pharmacy, and health insurer between Loyal
Informed Consumers and Disadvantaged,
Disconnected Users
15%
Consumers believe their income negatively affects
the care they receive from healthcare providers
Respondents that believe a demographic factor
about them negatively affected their care, most
often due to making assumptions about them that
influence how they were treated
42%
McKinsey & Company 8
Satisfaction and support: Consumers value their health
insurer’s network and brand and express highest satisfaction with
experiences involving filling prescriptions and paying premiums
As of February 25, 2022
On a scale of 1 to 10, how satisfied are you overall with your health insurer? Respondents selected on a scale from 1-10 with 1 being “extremely dissatisfied” and 10 being “extremely satisfied.” “Satisfied” is 8-10.
On a scale of 1 to 10, how satisfied are you overall with the following aspects of your health insurer?
Thinking about your health insurance with your insurance company, on a scale of 1-10, how satisfied were you with the experiences listed below?
Satisfaction with different experiences with
health insurer, top 2 most and least
satisfied experiences
% of respondents satisfied, n value varies
Respondents who
are satisfied with
their health
insurer, up from
59% in 2019
72%
Access to doctors and hospitals (e.g.,
network)
Brand and reputation
Ease of engaging with insurer (e.g.,
website, plan renewal, bill payment)
Satisfaction with different attributes of
health insurer, top 2 and bottom 2
attributes
% of respondents satisfied, n = 5,373
Additional benefits (e.g., wellness
services, chronic disease management,
dental coverage) offered
More
satisfied
Less
satisfied
Filled a prescription, by mail or at a pharmacy
Paid premium (including automatic payments)
Looked for information from or contacted for a
question or problem (e.g., in/out of network
coverage, monthly premium payment problem)
Tried to determine cost of care
McKinsey Consumer Health Insights 2/25/2022
McKinsey & Company 9
Satisfaction and support: While scheduling and receiving care are
the most important provider journeys, consumers express the
highest satisfaction with checking-in and receiving care
As of February 25, 2022
On a scale of 1-10, please rate your satisfaction for the most recent time you have had each of the following experience(s) with your provider?
Satisfaction with different experiences with provider, % of respondents satisfied, n value varies
Scheduling
appointments and
preparing for a visit
Receiving
care
Receiving follow-up
care information or
ordering a prescription
Learning about and
selecting a facility,
clinic, or a provider
Going to a
facility
and checking-in
Managing
health at home
Paying a bill or
asking insurance
questions
Satisfaction across insurance lines of business differs: Medicare respondents are uniformly more satisfied (~10pp)
than average, and Medicaid respondents are uniformly less satisfied (~7pp) than average
Respondents who
are satisfied with
their PCP, up from
75% in 2019
77%
Circle size indicates importance of the journey, larger
circles are more important to overall satisfaction
More satisfied
Less satisfied
McKinsey Consumer Health Insights 2/25/2022
McKinsey & Company 10
Virtual care: Most respondents prefer in-person care, and those who had a
positive virtual experience are more likely to seek virtual care in the future
As of February 25, 2022
15
16
15
19
26
27
28
27
53
51
51
49
Virtual-first health plan (virtual
required before in-person visit)
Virtual + in-home primary care
Virtual urgent care
Virtual primary care
Below are potential benefits that could be part of a health insurance plan. Rate each one on how it would influence what health insurance plan you would sign up for, or if you already have the benefit in your health insurance plan. Assume all other benefits of your current plan stay
the same.
Please indicate how more or less satisfied you were with your most recent telemedicine or telephone appointment compared to having an in-person appointment.
You mentioned earlier you had a video or online doctor visit (telemedicine) in the past 12 months. How did you interact with the doctor during the visit? If you’ve had more than one visit, please think of the most recent one. (Select all that apply.)
How have your plans for getting health-related care changed through the COVID-19 pandemic? (Select all that apply.)
60% Respondents who were satisfied with their most recent
telemedicine or telephone appointment compared to having
an in-person appointment
39% Respondents who plan to get more care virtually/digitally
52% Respondents who plan to go back to the way they received
care before the pandemic
… those that had positive experiences are more likely to
be interested in more virtual care
Would not want
Would make more likely to select plan
Would not make difference in selecting plan
There is interest in expanding virtual health benefits
Sentiments toward inclusion of virtual health benefits in health
insurance plan, % of respondents, n = 6,871
While many consumers plan to return to pre-pandemic
patterns of receiving care…
77% 20%
Respondents who plan to get
more care virtually in the future
were satisfied with their most
recent virtual health visit
Respondents who plan to go back
to the way they received care
before the pandemic were
satisfied with their most recent
virtual health visit
Across options, slightly higher interest in expansion of virtual health benefits from
respondents who have children, live in a large city, work full time, have Medicaid
as their insurance, and/or are dual eligible for Medicare and Medicaid, suggesting
the benefit is due to convenience of virtual care
23% Respondents who had a virtual visit in the past 12 months
McKinsey Consumer Health Insights 2/25/2022
McKinsey & Company 11
As of February 25, 2022
Virtual care: Consumers value virtual care for convenience
and safety and express concerns regarding impersonal experience
What were the positive aspects or benefits of your video or online doctor visit(s)? Count of response, n = 1,100.
What were the negative aspects or drawbacks of your video or online doctor visit(s)? Count of response, n = 1,100.
McKinsey Consumer Health Insights 2/25/2022
Positive aspects or benefits of virtual care
16% Safety
“I did not expose anyone to my illness.”
“Not having to go around the public
and get anyone sick or get anyone else’s illness.”
“I didn't have to go a long distance to see the doctor.
It was done from the comfort of home.”
79% Convenience
“Took away anxiety of driving to unknown location
(possibly far away), find parking, pay for parking, etc.”
“I did not have to travel to the appointment.
It was much less time out of my day.”
“I don't always have transportation so having video
call/voice telehealth is extremely important for me.”
Negative aspects or benefits of virtual care
18%
13%
9%
Impersonal
Inability for in-person exam
or tests
Technical issues
“Video medical visits feel more impersonal
than in-person visits.”
“Lack of intimacy and actual face to face interaction.”
“They can't touch my skin or do a good check up.”
“I don’t feel as confident in their ability to thoroughly
and accurately diagnose.”
“Difficult with Wi-Fi & nonverbal communication.”
“Connection issues, not having up to date device,
having to download software.”
McKinsey & Company 12
Digital engagement: Most consumers have engaged digitally for
healthcare activities in the past 12 months and prefer it
As of February 25, 2022
Search for doctor costs
Search for a doctor
Check my health information (e.g., test results,
appointment time)
Schedule an appointment
Search for a hospital/health system
Search for hospital/health system ratings/reviews
Order prescription drugs/order refills
Get information about different treatment options
Pay my health insurance bills
Search for doctor ratings/reviews
Monitor my daily heath metrics (e.g., Fitbit data)
Shop for a health plan
Search for hospital/health system costs
71
71
65
59
58
44
53
53
50
49
49
48
45
35
47
37
53
39
32
35
39
37
38
38
41
40
65
53
63
47
61
68
65
61
63
62
62
59
60
n value
4,902
3,299
4,081
4,436
4,882
3,955
3,639
3,633
3,435
3,378
3,345
3,119
3,024
In the past 12 months, which, if any, of the following health-related activities have you used a technology device for
When given a choice, which do you prefer for each of the following tasks? By “digital/online” we mean accessing a website, using a mobile app, and/or using a chat feature.
Preference for activity,
% of respondents, n value varies
Prefer in-person Prefer digital/online
Health-related activities conducted in past 12 months using a tech device
(computer, tablet, smartphone), % of respondents, n = 6,871
McKinsey Consumer Health Insights 2/25/2022
Explore the data.
Get in touch.
healthcareconsumerinsights@mckinsey.com

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2022 COVID-19 Consumer Healthcare Insights-Feb 2022.pdf

  • 1. CONFIDENTIAL AND PROPRIETARY Any use of this material without specific permission of McKinsey & Company is strictly prohibited Updated: As of February 25, 2022 Document intended to provide insight rather than specific client advice 2022 COVID-19 Consumer Healthcare Insights
  • 2. McKinsey & Company 2 As of February 25, 2022 Winter 2022 Consumer Health Insights 2 McKinsey & Company Consumer healthcare actions and attitudes moving to a “new normal” of living with COVID-19 • While ~75% of respondents are vaccinated, ~63% intend to stay current with their vaccinations; the majority of the unvaccinated do not plan to vaccinate against COVID-19, even if mandated by their employer (60% of unvaccinated respondents) • Consumers are increasingly comfortable testing for COVID-19 at home (most preferred testing location) • Ongoing engagement in COVID-19 could be improved through attitudinal segmentation to better address needs Virtual care and digital engagement have become an expected component in the ecosystem of care, not a replacement to in- person care • 50%+ of consumers indicated that they would want a health plan with virtual health benefits • Satisfaction with most recent virtual visit is 60%, though ~50% of respondents responded that they would like to go back to the way they received care before the pandemic, suggesting virtual care is an added convenience overall • Respondents continue to engage more through digital channels, such as checking health information (81%), scheduling appointments (79%), and getting prescriptions (71%) Employee post-COVID-19 sentiment: Many employees seeking new options for how and where they conduct work • Many employees are looking to work in hybrid ways; ~20% prefer full-time remote while ~40% prefer full-time in-person • Employees, particularly younger age cohorts, prefer in-person interactions for activities related to growth, development, and team building, while conducting general meetings and doing their work remotely • Further change in residence could be possible with greater remote work as ~50% of employed respondents aged 25-49 would be interested in living in a different location if they could permanently work remotely Consumer satisfaction with healthcare leaders leaves opportunity for innovation and disruption to better meet consumers’ rising expectations and broader set of needs • 55%+ of consumers believe that their primary care physician, pharmacy, and health insurer are meeting their needs • 72% of consumers are satisfied with their insurer and 77% are satisfied with their primary care provider (PCP); these sentiments are higher than before the pandemic • Satisfaction with most payer attributes is 60%+; experiences related to transactions such as filling a prescription or paying a premium have the highest satisfaction (~70%), while those related to seeking information have lower scores (~50%) • While scheduling and receiving care are the most important provider journeys for consumers, they express the highest satisfaction with checking-in and receiving care. Opportunities exist to improve experience for certain cohorts of patients
  • 3. McKinsey & Company 3 As of February 25, 2022 COVID-19 vaccination status % of respondents (age 18+), n = 6,871 Have you received any COVID-19 vaccine? Have you received a COVID-19 booster shot? Why have you decided not to get a COVID-19 vaccine? How would you most prefer to get tested for COVID-19? Please indicate where you stand on the issue of COVID-19 vaccinations. How much do you agree or disagree with each of the following statements? Respondents selected on a scale from 1-10 with 1 being “strong disagree” and 10 being “strongly agree” 24 6 7 14 49 Unvaccinated Vaccinated, no booster yet, unlikely to get Vaccinated, received booster Vaccinated, no booster yet, plan to get Vaccinated, no booster yet, don’t know Difference in vaccinated respondents’ worry about being exposed to COVID-19 compared to the unvaccinated 2X Vaccinated respondents who personally plan to stay current on COVID-19 vaccinations as recommended by healthcare leaders 63% Unvaccinated respondents believe that each individual should be free to decide for themselves whether to get vaccinated 75% Unvaccinated respondent attitudes Unvaccinated respondents’ stated reasons for not getting a COVID-19 vaccine % of respondents, n = 1,651 45 40 30 26 19 It’s my choice about whether or not to get the vaccine, and I choose not to I am concerned about the ingredients in the vaccine I am concerned about long-term side-effects The development of a vaccine is too rushed I don’t like people telling me what I have to do Vaccinated respondents believe every person has a responsibility to protect themselves and others in the community by getting vaccinated 55% At home 33% Unvaccinated respondents who would not get vaccinated if their employer mandated a COVID-19 vaccine and would quit, stay until terminated, seek an exemption, or arrange for frequent testing 60% COVID-19 testing preferences At the doctor’s office 17% Via a drive-through site 14% COVID-19: Emerging longer-term plans for COVID-19 vaccination and testing McKinsey Consumer Health Insights 2/25/2022
  • 4. McKinsey & Company 4 As of February 25, 2022 COVID-19: Opportunity to address specific needs of healthcare attitudinal segments Proactive about managing health, and cares most about quality of care Loyal, informed consumer Actively engages in healthcare, relies on PCP, and uses multiple care settings Engaged traditionalist Health conscious and proactive; self-reliant Healthy convenience seeker Only receives help when necessary; often seeks most convenient options Busy convenience user Few relationships with providers; likely to go to ER for care Disadvantaged, disconnected user Constrained chronic- care consumer Poor health with low motivation; not enough time or resources to take care of conditions Description Segment 88% 17% 75% plan to stay up to date on COVID-19 vaccinations as recommended by healthcare leaders/their physician 59%, think it would protect them, 54%, right/responsible thing to do 50%, do not want to risk getting COVID-19 18% 30%, do not want more vaccine in their body 28%, have enough protection against COVID-19 from the original shots 25%, not enough information about potential long-term side effects 66% 29% 55% plan to stay up to date on COVID-19 vaccinations as recommended by healthcare leaders/their physician 45%, right/responsible thing to do 45%, do not want to risk getting COVID-19 44%, think it would protect them 23% 27% do not want more vaccine in their body 20%, not enough information about potential long-term side effects 17%, have enough protection against COVID-19 from the original shots COVID-19 vaccination status Percent distressed due to the pandemic COVID-19 attitudes Reasons for getting a booster shot Percent of respondents Reasons for not getting a booster shot Examples of differences by attitudinal segment McKinsey Consumer Health Insights 2/25/2022
  • 5. McKinsey & Company 5 21 31 43 5 Don’t know or prefer not to answer Hybrid, 1-4 days None – prefer full-time remote work 5+ Employees: New ways of working are the preferred new “normal” As of February 25, 2022 48 46 46 46 41 41 40 33 32 General meetings Interviewing candidates for jobs Major review meetings/steering committee meetings Meet with boss for growth-related purposes Meet for “coffee chats” Team-building activities Meet with boss for ongoing work-related purposes Workshops that involve development/problem solving Completing work independently In-person How would you most prefer to do the following types of work meetings? Respondents had an option for “not applicable,” which is not shown on the graph How many days per week on average would you prefer to be working on-site at your pre-COVID environment? 1. Percentage point. 15pp Difference in preference for in-person meetings with boss between large city and rural respondents (43% and 58%) 10 pp1 Difference in preference for in-person growth-related meetings between 18-24- and 45-54-year-old age cohorts, 54% and 44% respectively 33 36 40 39 45 44 44 53 50 Remote Preference for different types of work meetings, % of respondents, n = 1,596 More in-person More remote Preferred average number of days per week working on-site in pre- COVID-19 work environment, % of respondents, n = 3,855 Differences exist across industry based on working environment 40-50% Respondents in software, IT & data, finance & insurance, and administrative & support industries prefer a hybrid model <20% Respondents in agriculture, mining, education, construction, accommodation, and food services prefer remote work McKinsey Consumer Health Insights 2/25/2022
  • 6. McKinsey & Company 6 Employees: Consumers who are interested in relocating if able to work remotely also express higher interest in virtual care models As of February 25, 2022 ~30% …be more likely to select or have already specifically selected a plan with virtual primary care 55% …plan to get more care virtually How likely would you be to live in a different location than where you currently live if you were able to work remotely permanently (e.g., you wouldn’t be expected to be in- person after the pandemic)? Respondents responded on a scale from 1-10 with 1 being “not at all likely” and 10 being “extremely likely.” Respondents could select “don’t know” or “not applicable.” 53% Respondents who have children in their household 56% Respondents in a large city Interest in living in a different part of the country if able to work remotely permanently, % of working respondents, n = 3,687 ~50% Respondents aged 18-49 45% Employed respondents interested in relocating to a different part of the country if able to permanently work remotely 52% Respondents’ work environment did not change due to the pandemic Employed respondents who would be interested in living in a different part of the country who would… McKinsey Consumer Health Insights 2/25/2022
  • 7. McKinsey & Company 7 Healthcare satisfaction: Respondents highlight an opportunity to better meet their needs As of February 25, 2022 Primary care physician Pharmacy 62 Smart phone (Apple, Android, etc.) apps Health insurer Preferred hospital system 62 Employer 55 49 48 34 How well do each of the following entities meet your expectations for supporting you in your health-related needs? Respondents responded on a scale of 1-10 with 1 being “don’t meet expectations at all” and 10 being “exceed my expectations.” “Meets expectations” is 8-10. Do you believe any of the following NEGATIVELY affects the quality of care you receive from your healthcare providers (e.g., doctors, nurses)? Why do you believe [factor] affects the quality of care you receive from your care providers (e.g., doctors, nurses)? Support for health-related needs, % of respondents indicating “meets expectations,” n = 6,871 McKinsey Consumer Health Insights 2/25/2022 70%+ Respondents aged 65+ indicate their PCP, pharmacy, and health insurer ‘exceeds expectations’ compared to ~50% for consumers aged 25-34 25+ pp Difference in “meets expectations” responses for PCP, pharmacy, and health insurer between Loyal Informed Consumers and Disadvantaged, Disconnected Users 15% Consumers believe their income negatively affects the care they receive from healthcare providers Respondents that believe a demographic factor about them negatively affected their care, most often due to making assumptions about them that influence how they were treated 42%
  • 8. McKinsey & Company 8 Satisfaction and support: Consumers value their health insurer’s network and brand and express highest satisfaction with experiences involving filling prescriptions and paying premiums As of February 25, 2022 On a scale of 1 to 10, how satisfied are you overall with your health insurer? Respondents selected on a scale from 1-10 with 1 being “extremely dissatisfied” and 10 being “extremely satisfied.” “Satisfied” is 8-10. On a scale of 1 to 10, how satisfied are you overall with the following aspects of your health insurer? Thinking about your health insurance with your insurance company, on a scale of 1-10, how satisfied were you with the experiences listed below? Satisfaction with different experiences with health insurer, top 2 most and least satisfied experiences % of respondents satisfied, n value varies Respondents who are satisfied with their health insurer, up from 59% in 2019 72% Access to doctors and hospitals (e.g., network) Brand and reputation Ease of engaging with insurer (e.g., website, plan renewal, bill payment) Satisfaction with different attributes of health insurer, top 2 and bottom 2 attributes % of respondents satisfied, n = 5,373 Additional benefits (e.g., wellness services, chronic disease management, dental coverage) offered More satisfied Less satisfied Filled a prescription, by mail or at a pharmacy Paid premium (including automatic payments) Looked for information from or contacted for a question or problem (e.g., in/out of network coverage, monthly premium payment problem) Tried to determine cost of care McKinsey Consumer Health Insights 2/25/2022
  • 9. McKinsey & Company 9 Satisfaction and support: While scheduling and receiving care are the most important provider journeys, consumers express the highest satisfaction with checking-in and receiving care As of February 25, 2022 On a scale of 1-10, please rate your satisfaction for the most recent time you have had each of the following experience(s) with your provider? Satisfaction with different experiences with provider, % of respondents satisfied, n value varies Scheduling appointments and preparing for a visit Receiving care Receiving follow-up care information or ordering a prescription Learning about and selecting a facility, clinic, or a provider Going to a facility and checking-in Managing health at home Paying a bill or asking insurance questions Satisfaction across insurance lines of business differs: Medicare respondents are uniformly more satisfied (~10pp) than average, and Medicaid respondents are uniformly less satisfied (~7pp) than average Respondents who are satisfied with their PCP, up from 75% in 2019 77% Circle size indicates importance of the journey, larger circles are more important to overall satisfaction More satisfied Less satisfied McKinsey Consumer Health Insights 2/25/2022
  • 10. McKinsey & Company 10 Virtual care: Most respondents prefer in-person care, and those who had a positive virtual experience are more likely to seek virtual care in the future As of February 25, 2022 15 16 15 19 26 27 28 27 53 51 51 49 Virtual-first health plan (virtual required before in-person visit) Virtual + in-home primary care Virtual urgent care Virtual primary care Below are potential benefits that could be part of a health insurance plan. Rate each one on how it would influence what health insurance plan you would sign up for, or if you already have the benefit in your health insurance plan. Assume all other benefits of your current plan stay the same. Please indicate how more or less satisfied you were with your most recent telemedicine or telephone appointment compared to having an in-person appointment. You mentioned earlier you had a video or online doctor visit (telemedicine) in the past 12 months. How did you interact with the doctor during the visit? If you’ve had more than one visit, please think of the most recent one. (Select all that apply.) How have your plans for getting health-related care changed through the COVID-19 pandemic? (Select all that apply.) 60% Respondents who were satisfied with their most recent telemedicine or telephone appointment compared to having an in-person appointment 39% Respondents who plan to get more care virtually/digitally 52% Respondents who plan to go back to the way they received care before the pandemic … those that had positive experiences are more likely to be interested in more virtual care Would not want Would make more likely to select plan Would not make difference in selecting plan There is interest in expanding virtual health benefits Sentiments toward inclusion of virtual health benefits in health insurance plan, % of respondents, n = 6,871 While many consumers plan to return to pre-pandemic patterns of receiving care… 77% 20% Respondents who plan to get more care virtually in the future were satisfied with their most recent virtual health visit Respondents who plan to go back to the way they received care before the pandemic were satisfied with their most recent virtual health visit Across options, slightly higher interest in expansion of virtual health benefits from respondents who have children, live in a large city, work full time, have Medicaid as their insurance, and/or are dual eligible for Medicare and Medicaid, suggesting the benefit is due to convenience of virtual care 23% Respondents who had a virtual visit in the past 12 months McKinsey Consumer Health Insights 2/25/2022
  • 11. McKinsey & Company 11 As of February 25, 2022 Virtual care: Consumers value virtual care for convenience and safety and express concerns regarding impersonal experience What were the positive aspects or benefits of your video or online doctor visit(s)? Count of response, n = 1,100. What were the negative aspects or drawbacks of your video or online doctor visit(s)? Count of response, n = 1,100. McKinsey Consumer Health Insights 2/25/2022 Positive aspects or benefits of virtual care 16% Safety “I did not expose anyone to my illness.” “Not having to go around the public and get anyone sick or get anyone else’s illness.” “I didn't have to go a long distance to see the doctor. It was done from the comfort of home.” 79% Convenience “Took away anxiety of driving to unknown location (possibly far away), find parking, pay for parking, etc.” “I did not have to travel to the appointment. It was much less time out of my day.” “I don't always have transportation so having video call/voice telehealth is extremely important for me.” Negative aspects or benefits of virtual care 18% 13% 9% Impersonal Inability for in-person exam or tests Technical issues “Video medical visits feel more impersonal than in-person visits.” “Lack of intimacy and actual face to face interaction.” “They can't touch my skin or do a good check up.” “I don’t feel as confident in their ability to thoroughly and accurately diagnose.” “Difficult with Wi-Fi & nonverbal communication.” “Connection issues, not having up to date device, having to download software.”
  • 12. McKinsey & Company 12 Digital engagement: Most consumers have engaged digitally for healthcare activities in the past 12 months and prefer it As of February 25, 2022 Search for doctor costs Search for a doctor Check my health information (e.g., test results, appointment time) Schedule an appointment Search for a hospital/health system Search for hospital/health system ratings/reviews Order prescription drugs/order refills Get information about different treatment options Pay my health insurance bills Search for doctor ratings/reviews Monitor my daily heath metrics (e.g., Fitbit data) Shop for a health plan Search for hospital/health system costs 71 71 65 59 58 44 53 53 50 49 49 48 45 35 47 37 53 39 32 35 39 37 38 38 41 40 65 53 63 47 61 68 65 61 63 62 62 59 60 n value 4,902 3,299 4,081 4,436 4,882 3,955 3,639 3,633 3,435 3,378 3,345 3,119 3,024 In the past 12 months, which, if any, of the following health-related activities have you used a technology device for When given a choice, which do you prefer for each of the following tasks? By “digital/online” we mean accessing a website, using a mobile app, and/or using a chat feature. Preference for activity, % of respondents, n value varies Prefer in-person Prefer digital/online Health-related activities conducted in past 12 months using a tech device (computer, tablet, smartphone), % of respondents, n = 6,871 McKinsey Consumer Health Insights 2/25/2022
  • 13. Explore the data. Get in touch. healthcareconsumerinsights@mckinsey.com