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PATIENTS + DOCTORS + MACHINES
Meet Today’s Healthcare Team:
Accenture 2018 Consumer Survey on Digital Health in England
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Perceptions of the importance of managing health with technology have plateaued among consumers in England.
Healthcare consumers in England are more active in managing their own
health than they were two years ago, based on the results of a new Accenture
survey. They trust doctors/healthcare providers with their wearable data,
but use of electronic health records (EHRs) in England is lowest of all the
countries surveyed.
While consumers in England do use some apps for virtual health, they prefer
in-person appointments, which they believe they provide better quality of care.
While AI adoption is still low, openness is high, though healthcare consumers
still prefer human interaction/traditional surgery.
Even though healthcare technology advancements are converging to deliver
significant benefits to consumers, the number of overall respondents who
believe technology is very important to managing health has remained stable
from 2016 to 2018.
Amongst those who use technology to manage their health, use of mobile
phone/internet (from 37 to 48 percent), social media (20 to 28 percent) and
wearable technology (22 to 31 percent) have shown the strongest growth
between 2016 and 2018.
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Figure 1. Healthcare consumers are increasingly using technology to manage their health
Figure 2. Significant increase in use of health apps and wearable devices
22% 31%
2016
6%
2014 2018
Wearable technology
Mobile/tablet app
37% 48%13%
Consumers are plugged inConsumers in England are increasingly using digital health services that
go beyond websites, including, mobile, EHRs, and extends to social media,
wearables, smart scales and online communities.
Websites and mobiles continue to be the most commonly used technology,
with mobile usage increasing by over 10 percent since 2016. Meanwhile,
use of Internet of Health Things solutions such as smart scales and
wearables, and social platforms like online communities, have seen a
steady increase in two years (see Figure 1).
Use of health apps and wearables is rising strongly Respondents in England see wearables as far more important to managing
their health today (31 percent) than they did in 2016 (22 percent). The
number of respondents using wearables to manage vital signs, fitness and
lifestyle, has increased from 40 percent in 2016 to 50 percent in 2018. The
proportion who think the use of wearable health devices helps engagement
with their own health has risen from 65 percent (2016) to 77 percent (2018).
Source: Accenture 2018
Remote monitoring
Remote consultation
Online communities
Smart scales
Wearable technology
Social media
Electronic health records
Mobile Websites
2018 2016
44% 43%48%
37%
16%
11%
19%
14% 16%14%
8% 10%7%6%
28%
20% 22%
31%
WEA
RA
BLE
S 4
Figure 3. Healthcare consumers will share health data from their wearable devices with a variety of audiences
Consumers see wearables as beneficial for healthHealthcare consumers agree that using wearable health
devices to monitor glucose, heart rate, physical activity,
sleep or weight helps with:
Consumers are willing to share data from wearable devicesConsumers are willing to share their wearable health device data with their doctor
(88 percent) or other healthcare professionals, such as nurses (85 percent).
Compared with 2016, more are now willing to share wearables data with their health
insurance plan (up from 40 percent in 2016 to 52 percent in 2018), and with online
communities or other app users (up from 27 percent in 2016 to 37 in 2018) (see Figure 3).
Consumers have less interest in sharing wearable device data with their employer
(33 percent).Understanding their health condition
Engagement with their health
Monitoring the health of a loved one
Overall quality of care
Patient/ physician communication
Source: Accenture 2018Source: Accenture 2018
Your doctor
Your nurse/healthcare
professional
Friend or family
member
Your health insurance
plan
Online community/
other app users
Your employer
A government department/
agency
2018 201688%84% 85%
79%75%
62%
33%
26%
40%
52%
40%
27%
37% ��++F�++F
�100+F
100+F100+F
100+F
�++F100+F 74%
77%
62%
58%
70%
Source: Accenture 2018
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Figure 4. Adoption of EHR by country
Respondents in England lag behind other countries in terms of access to EHRsOn average, across all seven countries, 33 percent of respondents have access to
EHRs. Respondents from England, alongside those from Spain, have the lowest level
at 13 percent, while respondents in Finland lead the pack at 74 percent.
Some 31 percent of respondents from England say they have an EHR
available but have never accessed it (a higher proportion than any
other country). Those who have accessed their EHR, have done so
mainly to view their prescription medication history (55 percent), lab
work and test results (38 percent) and physician notes (38 percent).
U.S. Norway Finland Spain England Singapore Australia
44%39%
74%
13% 13%
25%
16%
Source: Accenture 2018Source: Accenture 2018
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Consumers still strongly prefer face- to-face consultationsJust 13 percent of respondents in England have received some form
of virtual healthcare, where the overall average is 18 percent and the
U.S. leads with 25 percent.
Between 2016 and 2018, the proportion of patients who associate in-
person consultation with higher quality care has risen from 61 percent
to 69 percent. At the same time, quality is universally not seen as an
advantage of virtual healthcare.
More mundane contact with providers in the form of reminders to
help me stay healthy (78 percent) and reminders to take my medication
(79 percent) top the list of virtual health applications that respondents
see as advantageous.
Figure 5. Most respondents have not received any kind of healthcare virtually
in 2018
NOYES
13%87%
VIR
TUA
LSource: Accenture 2018
7
Current usage of virtual care is low, with a strong propensity for future useWhile usage of virtual care is not high currently, the study
indicates there is a strong willingness to use it for particular
applications: medication reminders (79 percent), healthy
activity reminders (78 percent) and daily support (74 percent)
top the list of virtual health applications respondents are
open to. Over half (56 percent) would use virtual access for
an examination for a non-urgent condition, and 68 percent for
after-hours appointments.
Willingness to use virtual health services is lower where
it is a substitute for physician-patient consultations, with
examination for an urgent condition by a specialist
(23 percent), and an annual physical check-up (26 percent),
ranked lowest.
Figure 6. Top potential uses of virtual care
23%
26%
63%
52%
56%
53%
74%
68%
78%
79%Get reminders to take my medication
Get reminders to do things to help me stay healthy
Daily support to manage an ongoing health issue
An after-hours appointment (e.g. at night or on a weekend)
Have a follow-up appointment (after seeing a doctor or healthcare professional in person)
Have an exam for a non-urgent condition such as rash, sore throat, sinus condition
Get follow-up care services in my home after being hospitalized
Discuss a specific health concern with a doctor or other healthcare provider
Have an annual physical check-up
Have an exam by a specialist physician for an urgent concern (such as a possible heart condition)
Source: Accenture 2018
8
Figure 7. Top advantages of virtual versus in-person healthcare services
Top advantages of virtual careMore than half (52 percent) of healthcare consumers believe
virtual care reduces medical costs to patients. Consumers also see
advantages in accommodating patients’ schedules (50 percent) and
accommodating physicians’ schedules (42 percent) (see Figure 7).
Some groups—those who are younger, live in big cities, have stronger
healthcare independence, consider their lives to be too busy, work
full time, have higher tech confidence, are more open to change, are
more often under stress—are much more likely to want a quick virtual
appointment.
IN PERSONVIRTUAL
69%
50%
45%
Providing quality care to patients
Engaging patients in their health/healthcare decisions
Diagnosing problems faster
52%
50%
42%
Reducing medical costs to patients
Accommodating patients' schedules
Accommodating physicians’ schedules
Source: Accenture 2018
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Machines aren’t a big part of the care team yetWhile artificial intelligence (AI) isn’t commonly used yet, consumers in England are
certainly open to changing that picture. Current exposure to AI in healthcare is low
(just 7 percent), but consumers' openness is high.
Healthcare consumers see advantages in AI-powered health servicesAround half of respondents from England say they are open to using an AI doctor for
a range of services. 24-hour availably (51 percent) and the time saved from travel (40
percent) are the main drivers behind this view.
Figure 8. Intelligent health technologies consumers are most likely to use
Figure 9. Reasons why healthcare consumers will/will not use an AI-powered virtual doctor
Why use AI?
Why not?
Available whenever I need it
I like visiting the doctor
Saves time by avoiding a trip to the doctor
Assesses vast amounts of relevant information
I don't understand enough about how AI works
The AI-powered virtual doctor might not understand me
36%
32%
42%
45%
52%
50%
52%
45%
64%A device that you could use at home to test your blood for a variety of indicators
An intelligent virtual coach
An intelligent virtual nurse that monitors your health condition, medications and vital signs at home
AI technology that analyzes your genome/DNA to reveal genetic health risks
An intelligent virtual health assistant that helps estimatecosts, schedule appointments, and explain coverage, bills and payment options
An intelligent virtual clinician that helps to diagnose health issues and navigate you to the right treatment options
Health advice from an app or online service that uses AI to predict your long-term health risks
A surgical procedure where the surgeon is assisted by an intelligent robot in an operating theater
A robotic device that draws a blood sample from a vein in your arm for testing purposes
100+F 51%
26%
40%
23%
17%
�20%
100+F�100+F� 100+F�
100+F26++F 100+F23++F
…get information after hours or when you cannot get an immediate medical appointment
...help you navigate healthcare services
…provide advice you would follow on lifestyle habits
…seek advice about managing a serious illness (already diagnosed by a human doctor)
…get emergency advice
…analyze medical history (includes allowing secure access to EHR)
…diagnose symptoms
…reassure you that your symptoms would resolve without treatment (to the extent that you would cancel your doctor’s appointment)
…get help with a sexual health issue
…receive mental health advice/counseling 33%
40%
45%
47%
40%
46%
49%
55%
60%
63%
Source: Accenture 2018 Source: Accenture 2018
10
100+F100+F100+F 26%22%Surgery planning
Surgery method
Surgery method after learning benefits of AI-assisted approach
Humans matter, but machines can helpAlthough AI adoption is low, some consumers are open to AI
surgery planning. England (55 percent) and Norway (58 percent)
have the highest preference for human surgery planning.
Nevertheless, healthcare consumers are increasingly comfortable
with AI-assisted surgery.
Respondents were asked to imagine they required spinal surgery
to fix chronic, debilitating back pain from degenerative disc
disease. In this scenario, before they are informed of the benefits,
22 percent would prefer AI-assisted surgery and surgery planning
over traditional approaches (see Figure 11). Some 47 percent would
prefer AI-assisted surgery after learning about its benefits (these
benefits were based on real clinical data).
Figure 11. Consumer preference for AI-assisted surgery
Figure 10. Consumer likelihood of using health services powered by intelligent technology to...
� � �47%
1. This research suggests that emerging technologies are shifting the composition of the care team.
2. Consumers are more and more open to managing their own health, they are adopting virtual care, and they see the advantages of harnessing the collective power of humans and machines.
3. It is no exaggeration to describe this as the emergence of a new era in healthcare.
4. Patients, machines and doctors can work together to improve the accessibility, effectiveness and affordability of healthcare.
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Next-generation healthcare is coming
Copyright © 2018 Accenture All rights reserved.
Accenture, its logo, and High Performance Delivered are trademarks of Accenture.
For more information
Niamh McKenna [email protected]
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@AccentureHealth
Accenture Health
Accenture 2018 Consumer Survey on Digital Health
Accenture commissioned a seven-country survey of 7,905 consumers aged 18+ to assess their attitudes toward healthcare technology, modernization and service innovation. It is the latest in a series of annual health technology surveys tracking the perspectives of consumers across themes ranging from electronic health records and health management to virtual health and cybersecurity. The online survey included consumers across seven countries: Australia (1,031), England (1,043), Finland (848), Norway (768), Singapore (957), Spain (957), and the United States (2,301). The survey was conducted by Longitude on behalf of Accenture between October 2017 and January 2018. Where relevant, the survey uses select findings from the Accenture 2016 Consumer Survey on Patient Engagement and the Accenture 2017 Consumer Survey on Virtual Health.
About Accenture Insight Driven Health
Insight driven health is the foundation of more effective, efficient and affordable healthcare. That’s why the world’s leading healthcare providers and health plans choose Accenture for a wide range of insight driven health services that help them use knowledge in new ways—from the back office to the doctor’s office. Our committed professionals combine real-world experience, business and clinical insights and innovative technologies to deliver the power of insight driven health. For more information, visit: www.accenture.com/insightdrivenhealth.
About Accenture
Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions—underpinned by the world’s largest delivery network—Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With more than 442,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com.
This document is produced by consultants at Accenture as general guidance. It is not intended to provide specific advice on your circumstances. If you require advice or further details on any matters referred to, please contact your Accenture representative.
