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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)

Awareness of the risks & benefits of sharing data

Pharmaceutical companies can boost trust

Moving from reaction to revolution

About the Authors

Kaveh Safavi, MD, JD

Senior Managing Director – Consulting Global Health


Brad Michel

Managing Director – Life Sciences Lead, North America


Kristin Ficery

Senior Managing Director – Global Health Strategy Lead


Whitney Baldwin

Associate Director, Life Sciences, Patient Experience Center of Excellence Lead


Brian Kalis

Managing Director – Accenture Strategy Lead, Health


Selen Karaca-Griffin

Senior Principal – Global Life Sciences Research Lead


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