One of the defining features of the Covid-19 crisis has been the rapid and widespread adoption of digital health technologies. What was previously a trickle rapidly turned into a flood as telehealth was rolled out en-masse, remote monitoring via apps became a bedrock of nation’s responses, and innovative approaches were taken in the development of medicines and vaccines.
New research from consultancy firm Accenture suggests that such changes are here to stay, at least if the patients have any say in the matter. The survey, which featured 2,700 patients from around the world, reveals that 90% of those who have used virtual care during the crisis found the quality of care as high as before. What’s more, the experience was so positive that the majority said they would like to continue engaging with healthcare providers through these channels in future.
“Along with the move to virtual forms of care and communication came a sense of greater satisfaction with the care provided,” Accenture say. “Many patients said they felt care was more personal, more convenient and timelier. Rather than having to commute to a doctor’s office or treatment facility and undergo the stress of sitting in a waiting room for their turn, care was now being administered at home — in a setting, time and place where people felt most comfortable. A good many also said the information they received was better.”
High standards of care
The data revealed that 63% of those who were using video conferencing to engage with their provider thought the care they received was very good or excellent. This is especially impressive given that 70% of these people were using such technology for the first time.
What’s more, 47% of people said that they thought the care was better and more personalized than before, with another 41% saying they received quicker responses. Perhaps unsurprisingly, 40% also believed the platforms offered more convenient access to care.
This resulted in trust rising in healthcare providers, with 60% of patients saying they trusted their providers more now than they did before.
“The pandemic has shifted patient attitudes and expectations as they have embraced new digital tools. What we are seeing, and hearing is that virtual care is here to stay,” Accenture conclude. “Companies need to invest people, time and money now to build on this momentum to expand and enhance the tools and platforms they use to communicate with and provide care for patients. But technology is not enough, as companies must also continue to engage patients directly to deliver on expectations.”
