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Demand for tech-enabled solutions in health care services increasing with changing consuming behaviour: Deloitte survey

Press Release

• Social distancing and a fear-led mindset has resulted in consumers preferring online consultations over in-person interactions.

• Home based care is expected to be a big winner as consumer receptiveness towards out-of-hospital, at-home services across the care continuum shoots up. 70–80 percent of the sample responded positively towards at-home-care settings across consultations, diagnostics, and in-patient care.

• The user base for telemedicine is seen to have more than doubled during the lockdown from 21 to 44 percent respondents. The demand for telemedicine services is expected to continue, driven by an increase in consumer preference for an efficient consultation setting that eliminates commute and waiting time.

• Expect to see an increase in partnerships and arrangements between traditional and non-traditional players (including technology start-ups and home health care firms), as the ecosystem evolves to adapt and cater to changing consumer needs and behaviour.

• Reasonably priced subscription models for home-based services are likely to appeal to a significant proportion of consumers.

New Delhi, 17 August 2020: The outbreak of COVID-19 has led to a change in consumer preferences and priorities as the focus now shifts towards the use of technology and contact-less health care. Home health care has taken prominence as consumer receptiveness towards out-of-hospital, at-home services across the care continuum— consultation, diagnostics, and in-patient care, has shot up.

These findings about significant changes in consumer preferences and behaviour towards seeking health care services have been captured in a recent Deloitte survey, the results of which has been compiled in a report titled, “Changing consumer preferences towards health care services: The impact of COVID-19”.

Commenting on the report, Anupama Joshi, Partner, Deloitte India, said, “The report lists the opportunities and challenges for the health care sector in managing the shift in consumer preferences. The report aims to understand change in consumer behaviour and expectation and propose few interventions for health care providers to increase engagement with consumers and prepare their organisations for the post-pandemic world. We believe this will help organisations in the health care ecosystem to create better business strategies, collaborate with start-ups, and continue to thrive post COVID-19 by exploring new settings and delivery channels across the continuum of care.”

Some of the major trends highlighted by the Deloitte report are as follows:

• While more than 90 percent respondents expressed concerns over visiting hospitals, only 28 percent respondents intend to delay elective procedures by more than six months or till a COVID-19 vaccine is available.

• About 70–80 percent of the sample responded positively towards at-home-care settings across consultations, diagnostics, day-care services, and in-patient care.

• From general medicine to physiotherapy, there exists significant interest in telemedicine across specialties. The user base for telemedicine is seen to have more than doubled during the lockdown from 21 to 44 percent.

• Around 73 percent respondents, who had never tried telemedicine before, expressed an inclination towards using telemedicine at present.

• An overwhelming majority of 74 percent respondents preferred home collection of samples over visiting a hospital or a lab.

59 percent respondents showed a higher preference for visiting reputed hospital chains over nursing homes, as they believe hospital chain facilities to have better adherence to safety norms.

• A large number of respondents expressed willingness to purchase a discounted subscription to a variety of home-care services (such as telemedicine home health care sessions, home sample collection, and home delivery of pharmacy).

• Adoption of home health care services are likely to increase as they become an integral part of the services offered by hospitals and independent start-ups. They could also be provided as a standard collaborative offering from hospitals and start-ups as a combined package, for instance, at-home post-procedure care, as part of a surgical procedure package.

Going forward, health management will become a lot more integrated, with players offering different services coming together and offering the consumers the care they need by enabling technology-based solutions. Several of these services will either move to a virtual setting or to consumers’ homes, with technology platforms pulling them together.

The findings are based on a survey conducted with consumers across geographies, employment status, gender, and age groups with a focus on evolving consumer sentiments, behaviour, and expectations from health care providers on care settings and safety protocols.

 

Contact

Deloitte:
Jayita Mukherjee
Deloitte Shared Services India LLP
Mobile: +91 9810541560
Email: jamukherjee@deloitte.com


Notes to the editor for reference purposes only:

This press release has been issued by Deloitte Touche Tohmatsu India LLP

Deloitte refers to one or more of Deloitte Touche Tohmatsu Limited, a UK private company limited by guarantee (“DTTL”), its network of member firms, and their related entities. DTTL and each of its member firms are legally separate and independent entities. DTTL (also referred to as “Deloitte Global”) does not provide services to clients. Please see www.deloitte.com/about for a more detailed description of DTTL and its member firms.

Deloitte India herein refers to Deloitte Touche Tohmatsu India LLP
 

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