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Younger Consumers Dissatisfied with Traditional Healthcare According to Survey of 8,000

Accenture conducted an online survey in November and December of 2018 including nearly 8,000 consumers in the U.S., Australia, England, Finland, Norway, Singapore and Spain.

It found that 55 percent of Gen Zers and 67 percent of millennials reported having a regular primary-care physician, compared with 76 percent of Gen Xers and 84 percent of baby boomers. Some younger consumers said they would like to have a regular doctor but haven’t found one who’s affordable and convenient.

The youngest adult consumers were the most unhappy with the traditional healthcare delivery experience. Twenty four percent of Gen Zers said they were dissatisfied or very dissatisfied with providers’ responsiveness to follow-up questions outside the appointment, via phone or email, compared with 15 percent of millennials, 12 percent of Gen Xers and 11 percent of baby boomers.

Younger consumers said they were much more likely to choose providers with digital capabilities, such as online appointment scheduling, prescription refills, and access to test results and medical records.

Experts are concerned that the shift from established relationships with primary-care doctors to use of walk-in clinics and online tele-medicine sites may drive up costs and fragment care, leading to greater unnecessary use of antibiotics and other types of care.

Read the Accenture 2019 Digital Health Consumer Survey



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