In brief

In brief

  • The Accenture 2019 Digital Health Consumer Survey reveals the future of healthcare in Australia.
  • The new healthcare consumer is here. Younger consumers are least likely to have a general practitioner (GP).
  • Evolving preferences across all ages show a need for transformation. Convenience is a top factor influencing care choices.
  • Care beyond the doctor’s practice is gaining ground. Non-traditional services are gaining popularity.

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?


Silent generation (born 1928 to 1945)


Baby boomers (born 1946 to 1964)


Gen Xers (born 1965 to 1980)


Millennials (born 1981 to 1996) & Gen Z (born 1997 onward)

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.

With consumer preferences and behaviors changing all the time, providers and payers must stay one step ahead of the shifts.

Ian Manovel

Innovation Principal Director – Health, ANZ

Leigh Donoghue

Managing Director – Health, ANZ


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