Healthcare Providers and Payers Must Expand Delivery Options to Meet Consumer Demand for Virtual Services, says Accenture Sur...
February 09 2017 - 6:33AM
Business Wire
Study finds convenience and flexibility of
virtual services critical to meeting growing consumer demand
Growing consumer demand for virtual healthcare services is
putting increasing pressure on providers and payers to expand
delivery options for on-demand health services, a new survey from
Accenture (NYSE:ACN) found.
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The survey of 1,501 U.S. consumers found that the majority are
willing to use a wide range of virtual health services. For
instance, approximately three-quarters of respondents said they
would use virtual services: to track health indicators such as
blood pressure, pulse and glucose levels (cited by 77 percent of
respondents); for follow-up appointments (76 percent); or to be
examined for non-urgent health issues such as a rash or a sore
throat (70 percent).
However, despite the widespread consumer interest, only one in
five respondents (21 percent) said they have actually received
health services virtually. For those who have received care
virtually, the reasons they cited most often for seeking virtual
care are: greater convenience than traditional in-person healthcare
services (cited by 37 percent); familiarity using technology to
manage their health (34 percent); and curiosity to try virtual
health (34 percent). Consumers said they would be more likely to
“try virtual” if encouraged by a physician (cited by 44 percent of
respondents) or a healthcare payer (31 percent).
“Consumers are clear: In the 21st century, 20th century
healthcare is not good enough,” said Frances Dare, managing
director of Accenture’s virtual health services.
“Technology-enabled services will be equally important as
traditional in-person services, allowing the modern patient to
choose when and how they receive health and care services.”
According to the research, today’s consumers are demanding a
combination of in-person and virtual health services. In fact, more
than three-quarters (78 percent) of those surveyed said they would
be interested in receiving healthcare virtually some or most of the
time. Therefore, the research suggests, health systems need to
balance and integrate virtual and in-person services with the
varying degrees to which consumers see themselves as being in
charge of their own health, both today (cited by 85 percent) and if
they become ill or injured (51 percent).
Accenture’s research also found an untapped opportunity for
health systems to expand capacity and lower costs by combining
in-person and virtual health services. For instance, Accenture
estimates that applying virtual health to annual ambulatory patient
encounters would save more than $7 billion worth of primary
care physicians’ time each year.
“Given evolving consumer attitudes toward virtual care, making
virtual health a priority could be a boon for provider
organizations that are resource- and finance-constrained,” Dare
said. “As more and more patients take control of their own
healthcare in the age of consumerism, provider organizations must
be able to offer meaningful choices for virtual care, in-person
care and a combination of both.”
Methodology
Accenture commissioned a survey of 1,501 U.S. consumers ages 18+
to assess the current use and willingness to receive healthcare
services virtually and in-person. The online survey was conducted
by Nielsen on behalf of Accenture between Sept. 28 and Oct. 5,
2016. Data were weighted by age, sex, education, race/ethnicity,
region, income, household size, Internet use and insurance
status.
About Accenture
Accenture is a leading global professional services company,
providing a broad range of services and solutions in strategy,
consulting, digital, technology and operations. Combining unmatched
experience and specialized skills across more than 40 industries
and all business functions – underpinned by the world’s largest
delivery network – Accenture works at the intersection of business
and technology to help clients improve their performance and create
sustainable value for their stakeholders. With more than 394,000
people serving clients in more than 120 countries, Accenture drives
innovation to improve the way the world works and lives. Visit us
at www.accenture.com.
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AccentureJenn Francis, +
1-630-338-6426jennifer.francis@accenture.com
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