In their interactions with healthcare providers and payers, Patient now wield far more authority than they did previously. Massive digital technology expansion, combined with service experiences they’ve had in other industries, means that if you want to deliver excellent healthcare—public or private—you must first establish a clear grasp of people’s expectations. In the last year or so, healthcare ecosystems around the world have been put to the test in previously imagined ways.
The 2021 Health and Life Sciences Experience Survey, conducted by Accenture, polled nearly 12,000 people in 14 countries to assess the impact of these difficulties. We wondered if there had been any long-term improvements, if efficiency had come at the expense of emotional support, and if virtual care was only temporary—or had permanently altered the system. The end effect is that Patient are dissatisfied with one-way, one-size-fits-all treatment.
As one advances from younger generations to Baby Boomers in the countries we examined, the chance that respondents care about doctors who explain situations clearly and provide emotional support grows. During the COVID-19 pandemic, our survey found a significant increase in virtual consultations and EHRs, with convenience being the most compelling reason to adopt virtual technologies. Virtual consultations (23 percent), electronic health records (21 percent), mobile apps (20 percent), and wearables (19 percent) were the most popular technology used to monitor respondents’ health in the previous year, according to the survey.