Groundbreaking Deloitte Survey Reveals Many U.S. Consumers Want Major Changes
in Health Care Design, Delivery
Deloitte Center for Health Solutions study finds anxiety over financial
preparedness; consumers say health care is a key issue in the upcoming
presidential election
WASHINGTON, Feb. 20 /PRNewswire/ -- American consumers want more from
their health care system than they're currently getting - greater online
connection to health care providers and medical records, customized insurance
coverage and wider access to emerging innovations such as retail clinics, a
new survey from Deloitte reveals.
(Photo: http://www.newscom.com/cgi-bin/prnh/20080220/CLW031 )
At the same time, they express anxiety about future health care costs -
only 7 percent say they're adequately prepared financially - and increasingly
search for alternative medicines and services that can save them money and
offer convenience. But many also say they are willing to pay extra for
wellness programs, and to support or consider tax increases to cover the
uninsured.
The "2008 Survey of Health Care Consumers," a representative poll of more
than 3,000 Americans between the ages of 18 and 75, was conducted by the
Deloitte Center for Health Solutions
(www.deloitte.com/us/healthcareconsumersurvey). It was directed by Paul
Keckley, executive director of the Deloitte Center for Health Solutions, and
William Copeland, Jr., national managing director of the Life Sciences and
Health Care practice of Deloitte Consulting LLP.
"More than anything, the findings convince us that Americans no longer see
themselves only as patients, but as consumers who want to take greater control
of their health care," Keckley said. "Consumers will redefine our health care
market, but how they do it is the most important strategic question the health
care industry must answer."
Copeland said the survey's scope makes it one of the most thorough and
comprehensive efforts to date to measure consumer attitudes, behaviors and
unmet needs. "We believe these attitudes and consumer demands could have a
transformative impact on the way health care services and products are
developed," he said.
Among the survey's key findings:
- 93 percent say they are not well prepared for future health care costs
- 79 percent of consumers believe health care will be an important issue
in the 2008 election; 46 percent described it as one of the top three
issues affecting their vote
- 34 percent say they would use a retail clinic; 16 percent already have
- 60 percent want physicians to provide online access to medical records
and test results, and online appointment scheduling; one in four say
they would pay more for the service
- 1 in 3 consumers say they want more holistic/alternative therapies in
their treatment program
- 3 of 4 consumers want expanded use of in-home monitoring devices, and
online tools that would reduce need for visits and allow individuals
to be more active in their care
- 84 percent prefer generic drugs to name brands
- 29 percent support a tax increase to help cover the uninsured; another
34 percent say they would consider a tax hike
- 52 percent of consumers say they understand their insurance coverage;
only 8 percent understand their policies completely
- For additional findings, visit www.deloitte.com/us/consumerism/library
The way Americans think and behave in buying, managing and using their
health care varies widely by gender, age group and cultural background,
according to the survey. Women and men, for instance, have very different
approaches to how they select and pay for their health care.
The Deloitte survey, however, found that consumer needs overall are basic
-- better service, personalization, value - and that they want specific tools
to customize the health services and insurance programs they use. Consumers
are embracing innovation. Respondents said they wanted health plans to provide
help with clinical decisions, not simply administrative services, and many
want to customize their insurance with unique coverage and pricing features.
In addition, the survey revealed the consumer health care market is not
homogenous; key distinctions exist within different groups. An analysis of the
data found that the more than 3,000 respondents fell into six discrete
segments, ranging from "content and compliant" consumers more accepting of the
status quo to "out and about" health care shoppers who tend to be more
independent and willing to try unconventional treatments.
Those factors taken together carry with them the potential for dramatic
near-term change in the way U.S. doctors, hospitals, health plan
administrators, drug makers and biotech companies operate, Keckley noted.
For general information on the survey, please contact Scott Ladd. For
information on the Health Plans, Health Providers, and Life Sciences practices
of Deloitte, please contact Marykate Reese.
Related Content
Findings: 2008 Survey of Health Care Consumers -
www.deloitte.com/us/healthcareconsumersurvey
Resource Center: 2008 Survey of Health Care Consumers -
www.deloitte.com/us/consumerism/media Paul Keckley Bio -
www.deloitte.com/us/PaulKeckley
Bill Copeland Bio - www.deloitte.com/us/BillCopeland
About Deloitte
As used in this document, "Deloitte" means Deloitte LLP. Please see
www.deloitte.com/about for a detailed description of the legal structure of
Deloitte LLP and its subsidiaries.
About the Deloitte Center for Health Solutions
The Deloitte Center for Health Solutions is part of Deloitte LLP. For more
on the Center and its work, see www.deloitte.com/centerforhealthsolutions
For general information on the survey and the Center for Health Solutions,
please contact Scott Ladd. For information on the Health Plans, Health
Providers, and Life Sciences practices of Deloitte, please contact Marykate
Reese.
SOURCE Deloitte
Marykate Reese, Public Relations, +1-203-708-4269 (o), +1-203-257-0452 (m),
mareese@deloitte.com, Scott Ladd, Public Relations, +1-973-602-6051 (o),
+1-917-301-5249 (m), sladd@deloitte.com, both of Deloitte; Kathie Boettrich of
Hill & Knowlton, +1-202-944-5150, Kathie.boettrich@hillandknowlton.com, for
Deloitte
