Skip to main content Skip to footer

Convenient and on-demand

  • Drive-through testing, 24/7 medical advice
  • Access to virtual visits rapidly expanded

Innovation in primary care

  • Use of telehealth and remote monitoring of COVID-19 patients
  • AI to identify symptomatic patients in waiting rooms

New partnerships

  • Pharmacies as clinics
  • Convention centers as hospitals
  • Distilleries as disinfectant manufacturers

More effective. More efficient. Better quality. Better outcomes.

1. True patient centricity


of younger consumers say that convenience of appointment times is key to satisfaction with healthcare services. (Source: Accenture 2019 Digital Health Consumer Survey)


of consumers report having used walk-in or retail clinics. (Source: Accenture 2019 Digital Health Consumer Survey)

2. Real value transparency


of consumers would like pricing information from providers prior to care. (Source: Accenture 2019 Digital Health Consumer Survey)


of consumers say that satisfaction hinges on price transparency. (Source: Accenture 2019 Digital Health Consumer Survey)

3. Strong digital foundation

3out of4

reasons for switching providers relate to experience —including whether digital needs are met. (Source: Accenture 2019 Consumer Experience Benchmark Survey)


of consumers are willing to receive virtual care from traditional medical care providers. (Source: Accenture 2020 Digital Health Consumer Survey)

The now, next and future


Ensure that staff have personal protection, individual support and other tools for the job.

Offer every patient a virtual visit and look for opportunities to maintain engagement.

Make measuring change the first priority after support and implementation of change.

Look for opportunities to integrate virtual into the mainstream delivery processes.


Center design around the needs and expectations of patients.

Provide an integrated and consistent omnichannel experience.

Thread a longitudinal patient record through all touchpoints.

Use the digital technologies to power the solutions.

Commit to continuous improvement to ensure models are sustainable.

Empower care teams to work at the top of their abilities.

New Future

Invest in automation to create meaningful connections among operational domains, reduce manual effort and improve experience for patients and providers.

Layer in AI and machine learning connected to digital tools so that real-time decisions are made by exception. As the network grows, predictive power increases and more tasks can move to AI.

Connect executives to insights so they can make real-time decisions and interventions in areas including capacity management, patient routing and staffing.

Meet the team

Maureen O'Neal

Director – Consulting, Health Principal, North America

Andy Thompson

Managing Director – Technology, Health, Cloud First Lead
Stay in the know with our newsletters
Follow us: