PATIENTS WANT A HEAVY DOSE OF DIGITAL Healthcare consumers in Saudi Arabia want a digitally enabled care experience to better manage their health.
Healthcare consumers want to take control of their data The patient experience is going digital, and consumers are leading the way by accessing electronic health records (EHRs) and using digital tools, such as wearables and apps, to manage their health. Patients have firm beliefs about who should access their data but providers don t always agree. To improve patient engagement and customer satisfaction, healthcare organisations must close the gap between what patients demand and what providers deliver by investing in digital tools and strategies. 01
Consumers using technology to manage their health Consumers in Saudi Arabia consider digital technology to be an integral part of effective health management. 02
Fitness (46%) and diet/nutrition (54%) apps are the most popular among health app users (see Figure 3). FIGURE 1. Most consumers to say that technology is important for managing their health 11% 5% FIGURE 3. 84% The most popular health apps are fitness and diet/nutrition Important Not very important Not at all important 54% Diet/nutrition CONSUMERS Most (84%) consumers find technology important in managing their health (see Figure 1). Consumers who use technology to manage their health use websites (44%), apps (40%), social media (41%) and wearable technology (14%). Remote consultation (24%) and remote monitoring (12%) are also used by some consumers for health management ( see Figure 2). FIGURE 2. Health/ condition tracker Technology and electronic health management tools consumers used to manage health in the past year Symptom navigator 40% Websites Apps Social media 44% 41% Wearable technology Remote consultation Remote monitoring 14% Source: Accenture 2016 24% 46% Fitness Patient portal app 28% 24% 19% Medication tracker/ reminder/ manager 18% Chronic condition or disease management 17% 12%
Consumers want more access to their data in Electronic Health Records ( EHRs) Consumers (81%) agree that they receive better care when their doctors can access and use their EHRs (see Figure 4). 03
FIGURE 4. FIGURE 5. FIGURE 6. Consumers agree that they receive better care when their doctors can access and use their EHRs Consumers who want EHR access want to see exactly what the doctor sees, not a summary version Lab work and blood test results in EHRs are most helpful for managing health 4% 15% 81% CONSUMERS 45% 55% 27% Physician notes from visits/condition Personal profile information (ie. demographics) 11% Prescription medication history 7% X-rays or nuclear imaging results 6% Billing information 6% Immunisation status 4% CONSUMERS Agree Exactly what the doctor sees Disagree Summary version of what doctor sees Not applicable Consumers are becoming more active in managing their health, and the majority (55%) would like to see the same depth of information that the doctors sees, rather than just a summarised version (see Figure 5). Among those consumers who know what information they have access to, 34% say accessing lab work and blood test results is most helpful to manage their health, while 27% say access to physician notes is most helpful (see Figure 6). Also, consumers who have not accessed their records say physician notes (31%) and lab results (29%) would be most helpful (see Figure 7). Source: Accenture 2016 34% Lab work and blood test results FIGURE 7. Consumers who have not accessed their EHR say physician notes and lab results would be most helpful 31% Physician notes from visits/condition 29% Lab work and blood results Personal profile information (ie. demographics) 9% X-rays or nuclear imaging results 6% Immunisation status 6% Prescription medication history 5% Billing information 3%
Consumers agree there are benefits of remote monitoring and data sharing Just over one third (35%) of consumers in the most recent survey said they prefer virtual doctor appointments to face-to-face doctor appointments (see Figure 8). Consumers believe that virtual visits provide benefits for patients, such as lower costs (50%) and scheduling convenience for patients (37%) while in person visits provide more quality care ( 48%) (see Figure 9). 04
FIGURE 8. FIGURE 10. Consumers view EHR primarily as a tool for their doctors and themselves Consumers have strong views on who should Overall, the majority of consumers continue to access their EHR data. They view their EHR as a tool for their primary doctor (51%), or prefer in-person visits over virtual visits themselves (47%). Very few (8%) consumers believe their employer, retail clinic (8%) or government (16%) should be able to access 35% 65% their health record (see Figure 10). CONSUMERS In-person Virtual visits Consumers are willing to track their health using digital tools, and share the data with healthcare professionals. Most consumers are willing to share wearable or app data with a doctor (76%) or nurse (67%) and 40% of health app users have already done so. Willingness to share wearable or app data drops when it comes to employers (44%). (See Figure 11) Consumers in Saudi Arabia associate in-person visits with quality care; consumers see virtual as cost-effective CONSUMERS 23% Reducing medical costs to patients 50% 48% 21% Diagnosing problems faster 47% 26% 25% Accommodating patients schedules Engaging patients in their health/healthcare decisions 37% 28% Reducing potential (or number of) adverse events Virtual visits Source: Accenture 2016 In-Person 47% Me 42% Hospitals I visit 29% 13% 40% My other doctors/specialists? 27% Anyone I give permission to 24% Urgent care centers I visit 23% My pharmacy Family members 22% Doctors/Specialists performing procedure in other country 19% An overseas health expert performing clinical analysis 18% 17% 16% The government Retail clinics I visit 8% My employer 8% FIGURE 11. Most consumers are willing to share wearable or app data with a doctor or nurse 76% 36% 67% 67% 33% 33% Providing timely care to patients Accommodating physicians schedules 51% Caregiver FIGURE 9. Providing quality care to patients My primary doctor 62% 50% 44% 32% 25% Doctor Nurse/ Other HCP Friend/ Family Member Health Online Employer Insurance community/ Plan Other app users
PREPARE FOR THE FUTURE BY CLOSING THE GAP Consumers digital adoption is significant, illustrating that patients are leading the way in using digital tools to manage their health. Access to EHRs is increasing significantly, however there is a gap between physician and patient expectations on the level of access to this information. There is an opportunity for doctors to increase the level of transparency and improve communications with patients. Providers that invest in digital tools and develop strategies to adapt to consumers expectations will close the gap between what patients demand, and what providers deliver.
"Digital technologies are transforming how patients engage and take more control over their health." Dr. Majid Altuwaijri, Accenture H&PS Lead in Middle East and North Africa
For more information: Kaveh Safavi, M.D., J.D. kaveh.t.safavi@accenture.com Dr. Majid Altuwaijri majid.altuwaijri@accenture.com. Accenture 2016 Consumer Survey on Patient Engagement Accenture commissioned a seven-country survey of 7,840 consumers ages 18+ to assess their attitudes toward health, the healthcare system, electronic health records, healthcare technology and their healthcare providers electronic capabilities. The online survey included consumers across seven countries: Australia (1013), Brazil (1006), England (1009), Norway (800), Saudi Arabia (852), Singapore (935) and the United States (2225). The survey was conducted by Nielsen on behalf of Accenture between November 2015 and January 2016. The analysis provided comparisons by country, sector, age and use. * Numbers in the figures may not add to 100% due to rounding. 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 approximately 373,000 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 Follow us on Twitter: https://twitter.com/accenturehealth?ref_src=tws@accenturehealth rc^google twcamp^serp twgr^author Copyright 2016 Accenture All rights reserved.