accenture 2016 consumer survey on patient engagement final (004) - 06.06.2016

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Healthcare consumers in the United States want a digitally enabled care experience, and they are initiating it with greater use of digital tools and electronic health records. PATIENTS WANT A HEAVY DOSE OF DIGITAL

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  • Healthcare consumers in the United States want a digitally enabled care experience, and they are initiating it with greater use of digital tools and electronic health records.


  • The patient experience is going digital, and consumers are leading the way by accessing electronic health records (EHRs) and using digital tools, such as wearables and apps, to manage their health. Patients have firm beliefs about who should access their databut providers dont always agree.

    To improve patient engagement and customer satisfaction, healthcare organizations must close the gap between what patients demand and what providers deliver by investing in digital tools and strategies.

    Healthcare consumers are taking control of their data


  • Source: Accenture 2016

    Lab work and blood test results 48%24%

    Prescription medication history 44%23%

    Immunization status 37%16%

    Personal profile information (ie. demographics)


    Billing information 35%18%

    Physician notes from visits/condition 33%15%

    X-rays or nuclear imaging results 29%13%

    I do not know what information 35%


    Lab work and blood results 41%

    Physician notes from visits/condition 24%

    Prescription medication history 9%

    Billing information 5%

    X-rays or nuclear imaging results 5%

    Immunization status 5%

    Personal profile information (ie. demographics)


    None of the above 6%



    Top Users (Ages 65-74)

    Least Users (Ages 18-34)

    20162014 38% 22%



    2014 201627%Compared to two years ago, healthcare consumers know more about what data they can access in

    their EHR. In 2016, 65% with EHRs said they know what data they have access to in their EHR vs.

    39% in 2014. However, 35% still dont know what information they can access (see Figure 3).

    Interestingly, those patients who have accessed their EHR are doing so to stay informed (41%),

    but not for help with making medical decisions (6%). Among consumers who know what

    information they have access to, 41% say accessing lab work and blood test results is most

    helpful for managing health, while 24% say having physician notes is most helpful (see Figure 4).

    FIGURE 1.More US consumers with electronic health

    records are accessing their records

    FIGURE 2.Health technology users age 65-74

    are most likely to have turned to their EHRs to manage health

    FIGURE 3. Consumers know more about what data they can access in their EHR

    FIGURE 4. Data that patients with EHRs find

    most helpful to health management

    More US consumers with EHRs are accessing their records, 45% in 2016 vs. 27% in 2014

    (see Figure 1). Health technology users age 65-74 are most likely to have turned to their

    EHRs to manage their health (38% did so in 2016 vs. 22% of those 18-34) (see Figure 2).

    Consumers of all ages are accessing their EHR, and they know more about the data that is available to them than two years ago

  • Most (92%) patients believe they should have full access to their records, while only 18% of physicians share this belief. Interestingly, about half (49%) of patients believe they have full access (see Figure 5). The perception gap about EHR access has widened in the past two years, a 42% decline in physicians and a 10% rise in patients.

    Doctors and consumers dont always agree on what a patient should access in his/her EHR


  • My primary doctor 75%









    My other doctors/specialists

    My pharmacy

    Doctors/Specialists performing procedure in other country

    Hospitals I visit

    Urgent care centers I visit

    Anyone I give permission to

    22%Family members


    9%Retail clinics I visit

    8%An overseas health expert performing clinical analysis

    3%My employer

    3%The government


    Demographic Information

    Medical History Symptoms


    83%90% 89% 93

    %87% 83% 86% 84%

    Personal Medical History

    FamilyMedical History

    New Symptoms

    Change in Symptoms

    Consumers Doctors


    No AccessLimited AccessFull Access






    Source: Accenture 2016

    Most (77%) patients who favor patient access want to see exactly what the doctor sees

    not a summary. They also want the ability to update their records, such as with their

    demographic information (86%), family medical history (89%) and new symptoms (87%).

    Healthcare consumers and doctors are in agreement that patients should be able to update

    most information in his/her EHR (see Figure 6).

    Consumers have strong views on who should access their EHR data. They view their EHR as a

    tool for their primary doctor (75%) or themselves (67%), not to be accessed by others, unless

    they provide permission (52%). Very few (3%) consumers believe their employer, government

    (3%) or a retail clinic (9%) should be able to access their health record (see Figure 7).

    Level of access a patient should have to EHR

    Level of access patients believe they have access to

    FIGURE 6. Consumers and doctors agree that patients

    should be able to update their EHR information

    FIGURE 7. Consumers view EHR primarily as a tool for their doctors and themselves

    FIGURE 5.Most consumers think they should

    have full access to their EHR

  • Use of health apps has doubled in the past two years (33% in 2016 vs. 16% in 2014) among consumers who use technology to manage their health. Use of health wearables has also doubled (21% in 2016 vs. 9% in 2014) (see Figure 8). The use of social media has increased from 14% to 21%.

    Consumers use of apps and wearables has doubled, and both doctors and patients agree there are benefits


  • Mobile phone/tablet app

    Wearable technology

    CONSUMERS DOCTORSHas no eect HurtsHelps

    Fitness Diet/nutrition


    Symptom navigator


    Patient portal app


    Health/condition tracker


    Medication tracker/



    Chronic condition/

    disease management




    77 %





    16% 33%

    Source: Accenture 2016

    Individuals aged 18-34 are the most prevalent users of both apps (48%) and wearables (26%). The most popular among all app users are Fitness (59%) and Diet/Nutrition (52%) apps (see Figure 9).

    Both US consumers (77%) and doctors (85%) agree that using wearables helps a patient engage in their health (see Figure 10).

    FIGURE 8. Use of health apps and wearables has doubled in the

    past two years among health technology users

    FIGURE 10. Consumers and doctors agree that using

    wearables helps patient engagement

    Engagement with own health

    FIGURE 9. The most popular health apps are

    Fitness and Diet/Nutrition

  • 04

    The majority (78%) of healthcare consumers wear or are willing to wear technology to track their lifestyle and/or vital signs (see Figure 11). Of consumers who were asked by a doctor to wear technology to track their fitness and lifestyle (18%) or vital signs (19%), roughly three-fourths (76%) of patients followed the physicians recommendation (see Figure 12).

    Most consumers are willing to share wearable or app data with a doctor (90%) or nurse (87%)and 40% of health app users have already done so. Willingness to share wearable or app data drops when it comes to health plans (63%) or employers (31%) (see Figure 13).

    Consumers are willing to track their health using digital tools, and share the data with healthcare professionals

  • 15% 12%

    Vital signs (only)


    BothFitness and lifestyle (only)



    Nurse/Other HCP





    Health Insurance



    Online community/

    Other app users




    Yes, 76%78%

    No, 24%

    Source: Accenture 2016

    Willingness to wear health technology can also oer data to be used in virtual visitsvisits that are increasing in popularity due to convenience and cost advantages

    Healthcare consumers and US doctors agree that virtual visits oer lower costs (58% of consumers vs. 62% of doctors) and convenience (52% consumers vs. 80% doctors) for patients, but patients perceive quality of care as a main advantage of in-person visits. Twenty-nine percent of healthcare consumers now say they prefer remote to in-person visits, a small increase from 23% in 2014.

    FIGURE 11.

    Most US consumers wear, or would be willing to wear, technology for health-tracking

    FIGURE 13. Most consumers are willing to share wearable

    or app data with a doctor or nurse

    FIGURE 12. When recommended by a doctor,

    3 in 4 consumers followed advice to wear technology to track health

  • Consumers speed of digital adoption in the past two years is significant, illustrating that patients are leading the way in using digital tools to manage their health. Access to EHRs is increasing significantly, however there is a gap between physician and patient expectations on the level of access to this information. There is an opportunity for physicians to increase the level of transparency and improve communications with patients.

    Providers that invest in digital tools and develop strategies to adapt to consumers expectations will close the gap between what patients demand, and what providers deliver.




    For more information:

    Kaveh Safavi, M.D., [email protected]

    Rick [email protected]

    Kip Webb, M.D., [email protected]

    Linda [email protected]

    Accenture 2016 Consumer Survey on Patient Engagement

    Accenture commissioned a seven-country

    survey of 7,840 consumers ages 18+ to assess

    their attitudes toward health, the healthcare

    system, electronic health records, healthcare

    technology and their healthcare providers

    electronic capabilities. The online survey

    included consumers across seven countries:

    Australia (1013), Brazil (1006), England (1009),

    Norway (800), Saudi Arabia (852), Singapore

    (935) and the United States (2225). The survey

    was conducted by Nielsen on behalf of

    Accenture between November 2015 and

    January 2016. The analysis provided

    comparisons by country, sector, age and use.

    Where relevant, the survey uses select findings

    from the 2016 Accenture Doctors Survey to

    compare the doctor and consumer responses.

    * Numbers in the figures may not add to 100% due to rounding.

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