RESEARCH REPORT

In brief

In brief

  • The Accenture 2019 Digital Health Consumer Survey finds: Healthcare consumers today are changing, and their expectations for low cost, transparency and speed are redefining how they engage at each stage of care.
  • Singaporeans are not satisfied with healthcare’s status quo and they are more willing to try non-traditional services.
  • Providers and payers that deliver on patient wants will earn loyalty and be strongly positioned to lead healthcare’s new consumerist future.


The new healthcare consumer is here

Singaporeans are far less likely than others around the world to have a general practitioner (GP).

Just 38 percent of respondents in Singapore say they have a GP, vs. 75 percent of others surveyed. Nearly half (43 percent) say they choose the type of provider they see based on their needs and preferences, compared with 15 percent of others.

Who has a GP?

35%

Silent generation (born 1928 to 1945)

43%

Baby boomers (born 1946 to 1964)

42%

Gen Xers (born 1965 to 1980)

31%

Millennials (born 1981 to 1996)

36%

Gen Z (born 1997 onward)

Within Singapore, the youngest and oldest consumers surveyed are least likely to have a GP. Gen Z and Millennials are somewhat more likely than older Singaporeans to say they would like to have a GP.

Singaporean consumers are less satisfied with care, compared with others around the world

Singaporeans are less likely than others around the world to be satisfied with traditional care in every area, particularly the cost of the treatment (26 percent are satisfied, vs. 46 percent of other respondents around the world), convenience of appointment times (31 percent vs. 50 percent), and transparency about care (36 percent vs. 55 percent).

Care beyond the doctor’s office is gaining ground

Non-traditional care delivery services are making rapid inroads. Roughly 23 percent of Singaporeans say they have used some form of virtual care (compared with 20 percent in another recent study from 2018), and walk-in/retail clinics have already gone mainstream (74 percent). Many of those who have not used non-traditional care delivery services would be willing to do so.

Virtual care has become an appealing channel for consumers with more complex needs. For example, they would seek out physical injury treatment (39 percent, compared to 14 percent of other consumers), addiction treatment (37 percent, compared to 23 percent of other consumers) and cold/virus treatment (34 percent compared to 18 percent of other consumers).

Consumers increasingly will choose medical providers who offer digital capabilities

Evolving preferences across all ages show a need for transformation

Low cost is a top-ranked factor influencing consumer decisions about where and when to seek medical treatment. Singaporeans will also choose providers that are conveniently located, offer short wait times and are transparent about costs.

Cost of the treatment/whether the treatment is covered by insurance is a top factor in determining satisfaction with healthcare services (73 percent of older consumers and 67 percent of younger consumers believe it to be a very important or critically important factor). Older consumers also place greater importance on transparency about cost (72 percent of older consumers compared to 67 percent of younger consumers) and transparency about care (71 percent of older consumers compared to 66 percent of younger consumers).

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

Dr. Julian Sham

Principal Director – Accenture Health, Asia Pacific

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