2022 Health Care Insights Study finds
consumers are seeking deeper, more personalized provider
relationships that deliver whole-person outcomes
WOONSOCKET, R.I., July 11,
2022 /PRNewswire/ -- The CVS Health (NYSE: CVS) 2022
Health Care Insights Study, released today, reveals that U.S.
consumers—many of whom delayed care over the past several years
because of COVID-19—are now eager to restart their health and
wellness journeys. Consumers say they want more meaningful and
engaging relationships with health care providers and want them to
know about and address their holistic health goals. Most consumers
perceive "health" and "health care" as all-encompassing and say
they now have a new awareness of how physical health connects to
social, emotional and mental health. Also, despite pandemic-related
uncertainty about new variants, consumers continue to rely on their
physicians and other health care providers to obtain trusted
medical information.
CVS Health surveyed 1,000 U.S. consumers and 400 health care
providers about what kind of health care experience they want and
what barriers may hinder their ability to achieve desired health
outcomes. The study also reveals consumers' evolving views about a
post-pandemic health care industry, how consumers perceive their
own well-being, and what consumers define as an ideal care delivery
experience.
"The pandemic changed nearly everything about our
world—including the way many consumers view the importance of their
health," says CVS Health President and CEO Karen S. Lynch. "As we look to the future, CVS
Health is uniquely positioned to reimagine health care that is
centered around people—simpler, more accessible, and more
affordable, with better health outcomes."
Study results show health care providers and consumers agree
that increasing engagement and communication improves health
outcomes. Whether their goal is decreasing daily stress levels or
increasing overall well-being, 81% of consumers say it is very
important their primary care provider is aware of patients' overall
happiness and life satisfaction levels, and to be aware of how
patients deal with difficult emotions and stress.
The Health Care Insights Study also reveals consumer desire for
health care to become more coordinated, seamless and holistic, with
83% of consumers saying coordination among all their health care
providers is important to their health.
Survey respondents consider convenience, accessibility and cost
as key factors shaping their health care experience and outcomes.
Virtual care options are valuable, as consumers want to receive
medical care on their own terms. Nearly all consumers (92%) say
convenience is an important factor when choosing their primary care
provider, with more than one in three (37%) having scheduled a
virtual visit to save money or time. Health care providers say
virtual options are helping more patients adhere to their care
plans, and most (53%) say adding virtual care options has resulted
in more patient visits. Virtual care visits also allow patients to
speak about tough topics like mental health issues, depression, or
substance abuse concerns more intimately and conveniently, with 48%
of consumers saying they are likely to seek out mental health
services if a virtual visit is available.
Although the COVID-19 pandemic has created opportunities to
innovate across the health care industry, the Health Care Insights
Study also found that many consumers are struggling to adhere to
their health plan or take their medications as directed. Better
communication could help. Most health care providers (94%) believe
that interventions like text reminders or phone follow-ups support
patients in following a prescribed care plan. Similarly, 71% of
consumers say it is very or somewhat important to their health that
they have customized alerts and receive reminders about screenings
or checkups.
The good news is that consumers' trust in their health care
providers has remained strong despite pandemic-related
difficulties. Forty-four percent of consumers say they now have
more appreciation for their health care provider than
pre-pandemic.
Other highlights from the study include:
- Physicians value a team-based care approach. 68% say
coordinating with their patients' other health care providers had a
high to moderate impact on their ability to achieve desired patient
outcomes.
- Consumers want care that is open-ended, flexible, and
unique. Consumers are open to non-traditional health care
options, with over half–54%–saying holistic care options involving
diet, exercise and counseling are very or somewhat important to
them.
- Health care providers report they are spending a significant
amount of time discussing COVID-19 prevention and safety with their
patients. 68% of health care providers report they always or
often discuss COVID-10 prevention/safety and vaccine efficacy with
their patients.
Read the full study.
About the study
The Health Care Insights Study (HCIS) by CVS Health was first
released in 2018. This year, two questionnaires were fielded by
Market Measurement, a national market research consulting firm. The
consumer survey was fielded to 1,000 participants 18 years and
older, located throughout the U.S. It also oversampled six
metropolitan statistical areas–Atlanta, Houston, Chicago, Columbus, Philadelphia, and Phoenix as well as a group who self-identified
as Black and a group who self-identified as Hispanic. The
professional survey was fielded to 400 health care providers
focused on primary care physicians and specialists with at least
two years' experience, as well as nurse practitioners, pharmacists
and physician assistants.
About CVS Health
CVS Health is the leading health solutions company, delivering
care like no one else can. We reach more people and improve the
health of communities across America through our local presence,
digital channels and over 300,000 dedicated colleagues – including
more than 40,000 physicians, pharmacists, nurses, and nurse
practitioners. Wherever and whenever people need us, we help them
with their health – whether that's managing chronic diseases,
staying compliant with their medications, or accessing affordable
health and wellness services in the most convenient ways. We help
people navigate the health care system – and their personal health
care – by improving access, lowering costs and being a trusted
partner for every meaningful moment of health. And we do it all
with heart, each and every day. Learn more
at www.cvshealth.com.
Contacts:
Kathleen Biesecker
Email: BieseckerK@cvshealth.com
Phone: 703-472-8466
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SOURCE CVS Health