In brief

In brief

  • The Accenture 2019 Digital Health Consumer Survey reveals the future of healthcare in Finland.
  • Satisfaction levels with traditional care are relatively low in Finland.
  • Citizens of all generations are open to non-traditional options.
  • Providers and payers who heed the shifts will be strongly positioned as the future of healthcare unfolds.

Cost and convenience are top factors influencing care choices

Finland’s universal healthcare system provides tax-funded services for every citizen and charges a small flat fee per service. This is supplemented with wide occupational healthcare coverage. Hence Finns are cost-aware and prefer public health services over privately-paid health services. Short wait times to secure an appointment and convenient locations are major influences on patients’ decisions about where to seek medical treatment or services.

Which factors most influence your decisions about when and where to seek medical treatment or services?


Low cost to me


Short wait times to secure an appointment


Convenient location


Convenient scheduling options

Wait times and speed are critical to satisfaction

Wait times and speed of appointments are highly important to the satisfaction of younger and older Finns (63 percent of younger generations compared to 70 percent of older generations believe it to be a very important or critically important factor). Older Finns place greater importance on wait time and speed of appointments and responsiveness to follow-up questions.

Satisfaction across younger and older Finns hinges on:

Many have used or would consider using non-traditional healthcare services

Consumers increasingly will choose medical providers who offer digital capabilities in Finland. Digital capabilities increasingly influence who these patients choose for a provider.

Interest in virtual care is higher among patients with more complex needs

Virtual care has become an appealing channel for Finnish patients with more complex needs. For example, they would seek out cold/virus treatment (36 percent, compared to 25 percent of other patients with minor issues), physical injury treatment (16 percent, compared to 7 percent of other patients) and sexually transmitted disease screenings/treatment (17 percent compared to 12 percent of other patients).

Cross-country findings: How do citizens’ attitudes across leading digital health nations compare?

How do Finland's survey findings compare to responses from other leading digital health nations? Accenture tested the common factors that influence people's care choices, understanding that needs and preferences are partly shaped by the realities of different national healthcare systems and demographics.

Watch this SlideShare to:

  • Learn the key factors that influence citizens’ care decisions.
  • Understand people’s interest in—and actual use of—digital and virtual healthcare services.
  • Uncover different generational views on digital health.
With patient preferences and behaviors changing all the time, providers and payers must stay one step ahead of the shifts.

Marko Rauhala

Managing Director – Health and Public Service


Today’s consumers reveal the future of healthcare

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