2016 Connected Care and the Patient Experience

Annual survey of 1,000 Americans reveals increased dissatisfaction with data availability and innovation, even though the technology exists today

for a safer, more convenient and connected healthcare experience.

Most patients believe that their medical information should be electronically stored and shared in one

central location.

KEY FINDING 1:

Patients want someone to have centralized access to their medical information, and believe

their doctors are wasting time without it.

of patients believe someone should have complete access to their

medical records.

98%feel doctors would save time if their

patients’ medication history was in one

location.

93%

For patients, it’s not just about convenience. It’s about avoiding medical errors.

9 in 10 patients believe that their doctor would be less likely to prescribe the wrong medication

if they had more complete information.

Patients feel that they’re at risk when their doctors don’t have access to their medical records.

9 in 10 patients believe that lives are at stake when their doctors don’t have their complete medication history.

Most patients are willing to share more general information about their health.

77% will share physical

information.

51% will share

mental healthinformation.

69% will share insurance

information.

The lack of a central electronic location for health records forces patients

to take matters into their own hands.

58% of patients have attempted to compile their own medical history.

Patients are increasingly unhappy with the state of

health data access and sharing, whether at the doctor’s o�ce

or the pharmacy.

KEY FINDING 2:

Patients are spending more time relaying their medical history than they think they should.

Patients report an average of 8 minutes spent on paperwork plus 8 minutes spent verbally sharing their medical history per doctor’s visit.

80% of patients feel they should fill out paperwork at the doctor’s o�ce only on their first visit.

And the e�ort? It’s just too much.

54% say renewing a driver’s license

requires less paperwork.

37% say opening a bank accountrequires less paperwork.

32% say applying

for a marriage license requires less paperwork.

And the prescription process? It’s a pain point, especially when there’s paper involved.

4 in 10 patients are less likely to visit a doctor who does not have the ability to process a prescription electronically.

Unpleasant surprises at the pharmacy make the experience worse for patients.

of patients have been told at the pharmacy

that they need to wait due to prior

authorization.

35%of patients are

surprised to learn the cost of their

medication at the pharmacy.

42%of patients are

frustrated by having to talk with

pharmacists about what their insurance

will cover.

45%

More patients want new and innovative ways to receive care and get

prescriptions.

KEY FINDING 3:

More than just a nice-to-have, patients are expecting remote care settings—and soon.

52% of patients expect doctors to o�er

remote visits.

36% of patients believe that most doctor appointments will

be remote in the next 10 years.

Patients want the flexibility of telehealth or remote care settings when

it comes to prescriptions, too.

Would trust a prescription from a remote doctor

Feel getting a prescription remotely would be easier than in person

64%

Feel getting a prescription remotely would be faster than in person 70%

64%

The technology to share patient health information exists today, but patient satisfaction continues to su�er because:• Patients expect their doctor to have complete access to their medical records, but most still feel too heavily relied upon to recite it themselves.

• As a result, the healthcare consumer experience is largely unsatisfactory.

• The healthcare system must adapt to meet the consumer demand for innovative care settings like telehealth.

SUMMARY