9-MINUTE READ
In brief
Rising digital adoption in healthcare? Only in a few areas
32%
had a virtual consultation with medical provider
31%
used electronic health records
20%
used wearables
18%
used mobile phone/tablet applications
12%
used social media or online support communities
10%
agreed to remote patient monitoring
Negative experiences can have lasting consequences
22%
said the visit was not efficient
19%
said the medical advice was not helpful
17%
said they were surprised by the cost
16%
said the staff were rude
13%
said the treatment didn’t work
11%
said they did not receive emotional support
People want to receive emotional support
55%
said a medical provider who explains condition and treatment clearly is important for a positive experience.
52%
said a medical provider who listens, understands their needs, and provides emotional support is important.
35%
said well-coordinated care and communications between medical providers and their personnel is important.
Healthcare system access showed resilience
26%
better (slightly, much better)
51%
no change
20%
worse (slightly, much worse)