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At the same time, they express anxiety about future health care costs -only 7 percent say they're adequately prepared financially - and increasinglysearch for alternative medicines and services that can save them money andoffer convenience. But many also say they are willing to pay extra forwellness programs, and to support or consider tax increases to cover theuninsured.
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The "2008 Survey of Health Care Consumers," a representative poll of morethan 3,000 Americans between the ages of 18 and 75, was conducted by theDeloitte Center for Health Solutions(www.deloitte.com/us/healthcareconsumersurvey). It was directed by PaulKeckley, executive director of the Deloitte Center for Health Solutions, andWilliam Copeland, Jr., national managing director of the Life Sciences andHealth Care practice of Deloitte Consulting LLP.
"More than anything, the findings convince us that Americans no longer seethemselves only as patients, but as consumers who want to take greater controlof their health care," Keckley said. "Consumers will redefine our health caremarket, but how they do it is the most important strategic question the healthcare industry must answer."
Copeland said the survey's scope makes it one of the most thorough andcomprehensive efforts to date to measure consumer attitudes, behaviors andunmet needs. "We believe these attitudes and consumer demands could have atransformative impact on the way health care services and products aredeveloped," he said.
The way Americans think and behave in buying, managing and using theirhealth care varies widely by gender, age group and cultural background,according to the survey. Women and men, for instance, have very differentapproaches 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 toolsto customize the health services and insurance programs they use. Consumersare embracing innovation. Respondents said they wanted health plans to providehelp with clinical decisions, not simply administrative services, and manywant to customize their insurance with unique coverage and pricing features.
In addition, the survey revealed the consumer health care market is nothomogenous; key distinctions exist within different groups. An analysis of thedata found that the more than 3,000 respondents fell into six discretesegments, ranging from "content and compliant" consumers more accepting of thestatus quo to "out and about" health care shoppers who tend to be moreindependent and willing to try unconventional treatments.
Those factors taken together carry with them the potential for dramaticnear-term change in the way U.S. doctors, hospitals, health planadministrators, drug makers and biotech companies operate, Keckley noted.
For general information on the survey, please contact Scott Ladd. Forinformation on the Health Plans, Health Providers, and Life Sciences practicesof 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
About Deloitte
As used in this document, "Deloitte" means Deloitte LLP. Please seewww.deloitte.com/about for a detailed description of the legal structure ofDeloitte LLP and its subsidiaries.
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