2011 Survey of Health Care Consumers in UK
Global survey of health care consumers
This is the second consecutive year Deloitte has published research on consumers' behaviors, attitudes and unmet needs based on their personal experiences and observations of the UK health care systems.
While UK residents are the beneficiaries of health care services, the National Health Service (NHS) is usually the payer so that the role of UK consumers in health care decision-making is very different to that in many of the other countries covered by this survey. UK residents are only just beginning to act as consumers - in the past, clinicians selected treatments and hospitals, and consumers still place a high level of trust in clinician recommendations.
- UK consumers are satisfied with the performance of the NHS, but they are not happy with the quality of care compared to consumers in other countries' systems.
- The economy has not significantly impacted the way that most UK consumers manage their health care spending.
- Responsibility for the care of others is not widespread: 8 percent say they care for others.
- Over half report they are in excellent or good health; 2 in 5 have at least one chronic condition.
- NHS Direct and pharmacies are more trusted sources of information about treatments than in 2010
- Doctor suggestion, perceived specialization, ease of access including waiting times and location are the key factors UK consumers consider in choosing hospitals.
- 9 in 10 UK consumers feel they are adequately or well-insured; 7 in 10 would value benefits that enhance care coordination and active health management.
- Most say they are aware of proposed changes to the UK health care systems.
The 2011 Survey of Health Care Consumers in the United Kingdom offers health care industry leaders and policy makers a timely look at how health care consumerism is evolving, as well as a comprehensive perspective on how they approach their health, health care, and health insurance.