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We anticipate that as the crisis abates, consumers will continue to expect the conveniences and tools to which they have become accustomed during this time. The public health crisis has called on the system to provide consumers access to care from home, and in some ways, encourage consumers to have more agency in making decisions about their health. Harder-to-imagine ideas about the ways in which consumers will engage in their health in the future proved to be realistic by the changes forced on the system by the pandemic. But the pandemic’s widespread impacts on the health care system and consumer are bringing into clearer focus aspects of our vision for the future of health. Over time, we’ve seen increases in consumer agency and activation, which drive many of the underlying trends. The consumer in the future of healthĭeloitte’s future of health vision for 2040 has the consumer at the center. On the other hand, people are reporting increased levels of anxiety, financial and economic worries, and hesitation to go outside and get back to “everyday life” for fear of getting the virus or passing it along to others.ĭuring this time of great uncertainty for consumers, health care organizations should recommit themselves to understanding consumers and creating a multifaceted strategy that speaks to where consumers are right now.
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On the one hand, patients are increasing virtual visits, interactions with health technology, and are more willing to share data. The pandemic has accelerated consumer activation in some respects and slowed it down in others. This is particularly true for organizations that are developing tools or services for those with chronic conditions, as they are most likely to value a sustained relationship. As health systems, technology companies, and others roll out virtual services, it is imperative to provide the same personal experience as during an in-person visit. A trusted clinician relationship remains paramount: The top factors for “an ideal health care experience” in the Deloitte 2020 Survey of US Health Care Consumers mirrored the findings of a similar study in 2016: doctors who listen to/care about them, doctors who don’t rush, and clear communication.After a slight decline in willingness to share data before COVID-19, new data shows that consumers are more comfortable sharing data during a crisis. More consumers are using technology for health monitoring and are willing to share their data: A growing number of consumers are using technology to monitor their health, measure fitness, and order prescription-drug refills.Most consumers are satisfied with their visits and say they will use this type of care again. On average, 80% are likely to have another virtual visit, even post COVID-19. Consumers are using virtual visits more than ever before and plan to continue using them: Consumers using virtual visits rose from 15% to 19% from 2019 to early 2020 this jumped to 28% in April 2020.Many consumers show agency and engagement: Consumers are increasingly willing to tell their doctors when they disagree with them, are using tools to get information on costs and health issues, are tracking their health conditions and using that data to make decisions, and accessing and using their medical record data.We also collected insights from a consumer survey during the pandemic (in April and early May 2020)- The Health Care Consumer Response to COVID-19 Survey. Since 2008, Deloitte has been conducting this survey to explore and collect longitudinal data on the subject, and this year we rolled it out just before the pandemic started. We gained an understanding of current US consumer behaviors and attitudes through the 2020 Deloitte Center for Health Solutions’ biennial survey ( the Deloitte 2020 Survey of US Health Care Consumers). This article is featured in Deloitte Insights Magazine