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PATIENTS + DOCTORS + MACHINESAccenture 2018 Consumer Survey on Digital Health in Australia

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In 2018, Australian healthcare consumers place greater significance on technology for managing their health than they did in 2016.

Several healthcare technology advancements are converging to deliver

significant benefits to consumers. These include personalised care, self-

management and self-directed care. According to research from Accenture,

Australian healthcare consumers show strong use of digital technology for

self-service care—and the numbers are rising each year.

Patients are increasingly sophisticated in their use of healthcare technology.

For example, the proportion of Australian respondents using mobile phones/

tablets to manage their health increased from 30 percent in 2016 to 47

percent in 2018. For the same period, the number of respondents using an

electronic health record (EHR) doubled, increasing from 12 percent to 25

percent, while use of social media increased from 19 percent to 29 percent,

and wearables from 19 percent to 27 percent.

There is an opportunity for providers to meet patient expectations by offering

new, technologically advanced services that satisfy consumer interest and

expectations. These services will help to advance a new model of care in which

patients, doctors and machines work together.

Remote monitoring

Remote consultation

Online communities

Smart scales

Wearable technology

Social media

Electronic health record

Mobile Websites

2018 201647% 47%49%

30%

25%

12%

20%

13%18%

12%9% 8% 8% 5%

29%

19% 19%

27%

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Figure 1. Healthcare consumers are increasingly using technology to manage their health

Figure 2. Significant increase in use of health apps and wearable devices

Consumers are plugged in

Consumers are increasingly using self-service digital health tools that go

beyond websites. Accenture research shows increases across the board in

Australian consumers' use of mobile, social media, wearables, smart scales

and online communities.

Websites continue to be the most commonly used technology, with usage

staying roughly stable since 2016. Meanwhile, use of mobile devices and

social media has increased by about 50 percent in two years (see Figure 1).

Use of health apps and wearables is rising strongly

Australian healthcare consumers are showing that they are willing to wear

technology to track their fitness, lifestyle and vital signs.

Use of wearables has quadrupled since 2014, from seven percent to

27 percent. Nearly half (47 percent) of healthcare consumers are using

mobile/tablet apps, compared with just 15 percent in 2014 (see Figure 2).

Source: Accenture 2018*2014 survey data is unweighted.

19% 27%

2016

7%*

2014 2018

Wearable technology

Mobile/tablet app

30% 47%15%*

WEA

RA

BLE

S 4

Figure 3. The types of information in EHRs that most help Australians manage their health

Consumers see wearables as beneficial for healthHealthcare consumers agree that using wearable health

devices to monitor glucose, heart rate, physical activity,

sleep and weight helps with:

Consumers are more positive about digital health technologiesSince 2016, Australian healthcare consumers have become more positive on every measure

about the use of wearable health devices, including their willingness to share data/

information from wearable technology or mobile apps with a wide range of organisations.

Of the Australian respondents who have accessed their EHR (16 percent), the most

valuable types of information they identify are prescription medication history (53

percent), physician notes from medical visits/condition (50 percent), and lab work and

blood test results (43 percent) (see Figure 3).

Understanding their health condition

Engagement with their health

Monitoring the health of a loved one

Accuracy of their medical record

Overall quality of care

Source: Accenture 2018Source: Accenture 2018

��

�++F�++F

100+F100+F100+F

100+F

�100+F 78%

78%

73%

70%

78%

Physician notes from medical

visits/condition

50%

2018

Lab work & blood test

results

43%

Prescription medication

history

53%

Billing information

16%

Personal profile

information

20%

X-rays or nuclear imaging

results

32%

Immunization status

32%

VIR

TUA

LSource: Accenture 2018

5

Consumers would choose virtual care for a variety of activitiesWhile few patients in Australia have received virtual

healthcare (just 12 percent of those surveyed), there is a

strong willingness to use it for particular purposes.

Given the choice, healthcare consumers would use

virtual care for a variety of activities—from e-visits

to support groups.

Most notably, nearly two thirds of healthcare consumers

(65 percent) would use virtual care for an after-hours

appointment, and 75 percent would use it for daily

support to manage an ongoing health issue. However,

less than half (48 percent) would discuss a specific health

concern virtually with a doctor or other healthcare

provider (see Figure 4).

Figure 4. Top potential uses of virtual care

60%

64%

48%

55%

58%

63%

75%

65%

83%

82%

Get reminders to do things to help me stay healthy

Daily support to manage an ongoing health issue

An after-hours appointment (e.g. at night or on a weekend)

Get follow-up care services in my home after being hospitalized

Health status (blood pressure, blood glucose, pulse rate)

Discuss a specific health concern with a doctor or other healthcare provider

Attend a class about a specific condition you have

Have a follow-up appointment (after seeing a doctor or healthcare professional in person)

Participate in a support group

Get reminders to take my medication

Source: Accenture 2018

IN PERSONVIRTUAL

70%

51%

49%

Providing quality care to patients

Diagnosing problems faster

Engaging patients in their health/healthcare decisions

62%

50%

43%

Reducing medical costs to patients

Accommodating patients' schedules

Providing timely care to patients

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Figure 5. Top advantages of virtual versus in-person healthcare services

Perceived benefits of virtual careAustralian healthcare consumers recognise the benefit of managing

their health and receiving care virtually. Almost two thirds (62

percent) of healthcare consumers believe virtual care reduces

medical costs to patients. Consumers also see advantages in

accommodating patients’ schedules (50 percent) and providing

timely care (43 percent) (see Figure 5).

At the same time, consumers perceive the top advantages of in-

person care to be providing quality care to patients (70 percent),

engaging patients in their healthcare decisions (51 percent) and

diagnosing problems faster (49 percent).

Source: Accenture 2018

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Artificial intelligence a welcome complement to cliniciansIdentified in a complementary role, rather than replacing human clinicians, artificial

intelligence (AI) enjoys a high level of acceptance among Australians. Despite the

fact that the research finds low AI adoption in Australia, attitudes toward the use of

AI are favourable. Respondents are very open to using it to manage their health at

home, for example.

An AI device to test blood at home for a variety of indicators enjoys the highest

acceptance rate, with 65 percent of Australian respondents likely to use such a device.

Next most popular are AI-powered virtual health assistants that help estimate costs and navigate the healthcare system (58 percent) (see Figure 6).

The advantages of AI-powered health servicesPatients like the availability, time savings and personalised insights from AI. When asked

whether they would use an artificially intelligent virtual doctor provided by their health

service, more than half (53 percent) say they would use it because it is available whenever

they need it.

Some, however, say they like visiting their doctor (34 percent), an AI-powered doctor

might not understand them properly (23 percent) and they don't understand enough

about how AI works (22 percent) (see Figure 7).

Figure 6. Intelligent health technologies consumers are most likely to use

Figure 7. Reasons why healthcare consumers will/will not use an AI-powered virtual doctor

53%

34%

31%

23%

24%

22%

100+F�100+F�

100+F� 100+F�100+F�100+F23++F

58%

53%

38%

27%

43%

43%

50%

55%

65%A device that you could use at home to test your blood for a variety of indicators

A robotic device that draws a blood sample from a vein in your arm for testing purposes

A surgical procedure where the surgeon is assisted by an intelligent robot in an operating theater

Health advice from an app or online service that uses AI to predict your long-term health risks

An intelligent virtual clinician that helps to diagnose health issues and navigate you to the right treatment options

An intelligent virtual nurse that monitors your health condition, medications and vital signs at home

AI technology that analyzes your genome/DNA to reveal genetic health risks

An intelligent virtual coach

An intelligent virtual health assistant that helps estimatecosts, schedule appointments, and explain coverage, bills and payment options

Why use AI?

Why not?

Available whenever I need it

I don't understand enough about how AI works

Saves time by avoiding a trip to the doctor

Assesses vast amounts of relevant information

I like visiting the doctor

An AI-powered doctor mightnot understand me properly

Source: Accenture 2018 Source: Accenture 2018

38%

54%

…get information after hours or when you cannot get an immediate medical appointment

…provide advice you would follow on lifestyle habits

…seek advice about managing a serious illness (already diagnosed by a human doctor)

…analyze medical history (includes allowing secure access to EHR)

...help you navigate healthcare services

…get emergency advice

…diagnose symptoms

…receive mental health advice/counseling

…get help with a sexual health issue

…reassure you that your symptoms would resolve without treatment (to the extent that you would cancel your doctor’s appointment)

37%

44%

32%

46%

50%

52%

62%

63%

8

100+F100+F100+F 31%28%Surgery planning

Surgery method

Surgery method after learning benefits of AI-assisted approach

Humans matter, but machines can helpWhen asked to imagine that their provider has given them access

to new AI-powered services, respondents say they are likely to use

these services for a variety of reasons: to get information after

hours (63 percent), for help with navigating healthcare services

(62 percent), and for advice about lifestyle habits (52 percent)

(see Figure 8).

Healthcare consumers are increasingly comfortable with AI-

assisted surgery. Respondents were asked to imagine they

required spinal surgery to fix chronic, debilitating back pain from

degenerative disc disease. In this scenario, before they are informed

of the benefits, just under a third (31 percent) would prefer AI-

assisted surgery and surgery planning over traditional approaches

(see Figure 9). More than half (56 percent) would prefer AI-assisted

surgery after learning about its benefits (these benefits were based

on real clinical data).

Figure 9. Consumer preference for AI-assisted surgery

Figure 8. Consumer likelihood of using health services powered by intelligent technology to...

�� � 56%

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Figure 10. Consumer preference for use of genetic profile data. If you had your genetic profile available to you would you...

Genetic medicine

Understanding our genetic susceptibility to disease can be

simultaneously life-saving and frightening. However, fear of the

unknown seems to trump fear of what the genes will reveal: just over

half of Australian respondents (55 percent) would like to know their

genetic susceptibility to disease, and 43 percent would like to know

their estimated lifespan based on their genetic profile.

Two-thirds (65 percent) would allow their doctor to use a tool that

analyses their genetic profile for health risks, and some 59 percent

would add their genetic profile to their EHR (see Figure 10).

Source: Accenture 2018

65%

59%

43%

39%

39%

...allow your doctor to use a tool that analyzes genetic data it for health risks?

...add your genetic profile to your electronic health record?

...allow a university or public research agency to use it anonymously for research purposes?

...submit it anonymously to a publicly accessible online database for research purposes?

...allow an app or online service (provided by a technology company) to have access and analyze the data for health risks?

1. This research suggests that emerging technologies are changing the way consumers think about managing their health.

2. Consumers are increasingly using digital technologies to manage their own health, they are adopting virtual care, and they see the advantages of harnessing the collective power of humans and machines.

3. An increased appetite for using technology to manage health risks outpacing how today’s healthcare is delivered.

4. Patients, machines and doctors can work together to improve the accessibility, effectiveness and affordability of healthcare.

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Australians are embracing the future of healthcare

Copyright © 2018 Accenture.

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Accenture, its logo, and High performance. Delivered. are trademarks of Accenture.

For more information

Leigh Donoghue leigh.donoghue@accenture.com

Ian Manovel ian.manovel@accenture.com

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@AccentureHealth

Accenture Health

Accenture 2018 Consumer Survey on Digital Health

Accenture commissioned a seven-country survey of 7,905 consumers aged 18+ to assess their attitudes toward healthcare technology, modernization and service innovation. It is the latest in a series of annual health technology surveys tracking the perspectives of consumers across themes ranging from electronic health records and health management to virtual health and cybersecurity. The online survey included consumers across seven countries: Australia (1,031), England (1,043), Finland (848), Norway (768), Singapore (957), Spain (957), and the United States (2,301). The survey was conducted by Longitude on behalf of Accenture between October 2017 and January 2018. Where relevant, the survey uses select findings from the Accenture 2016 Consumer Survey on Patient Engagement.

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About Accenture

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions – underpinned by the world’s largest delivery network – Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With 449,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com.

This document is produced by consultants at Accenture as general guidance. It is not intended to provide specific advice on your circumstances. If you require advice or further details on any matters referred to, please contact your Accenture representative.