The new healthcare consumer is here
Younger consumers (millennials and Gen Z) are less likely than older consumers to have a GP—but consumers of all ages in Australia are more likely than those in other countries to have a regular doctor.
Who has a GP?
While younger consumers may be less likely to have a GP because they tend to need medical care less frequently, roughly 10 percent of millennial/Gen Z consumers say they would like a GP but have not yet found one that meets their needs (vs. 1 percent of older consumers). With millennials and Gen Zers making up a majority of the population and projected to grow even more in the next ten years, younger generations hold the most power to influence future healthcare models.
Younger generations are more dissatisfied with some aspects of traditional care
Younger consumers—Gen Z and millennials—are more likely to be dissatisfied with some aspects of traditional care, including waiting time, cost, convenience and effectiveness. As these younger generations age and have greater healthcare needs, they will increasingly
look for services to satisfy their expectations for healthcare delivery.
Care beyond the doctor’s practice is gaining ground
Non-traditional care delivery services are making rapid inroads. Outpatient/day surgery hospitals are popular (57 percent) and about one-fifth (21 percent) of respondents in Australia say they have used some form of virtual care (an increase from 12 percent in 2018). Many of those who have not used non-traditional care delivery services would be willing to do so—for example, 62 percent say they would use virtual care or digital therapeutics.
Consumers increasingly will choose medical providers who offer digital capabilities
Evolving preferences show a need for transformation
People in Australia expect transparent, convenient and high-quality care. Healthcare consumers are more open to non-traditional services and channels and expect digital capabilities. Consumers are open to non-traditional care delivered via walk-in or retail clinics and virtually.
Healthcare is evolving at speed—as are consumer expectations for new avenues of care delivery. Combining expectations and ability means the model for treating the sick will not only be about bringing patient and caregiver together, in person, but about combining digital services, self-service and virtual care to address new demands.