2011 Survey of Health Care Consumers: Global Report
Global survey of health care consumers
Three global trends suggest that health care system leaders should think of patients as consumers: clinical innovations are driving solutions to medical problems that enable consumers to take care of themselves; governments and employers face shrinking budgets even as health costs are soaring; and consumers are paying attention to health care as never before.
This study offers a snapshot of how consumers view the performance of their respective health care systems as well as opportunities for improving the value proposition in each.
Among survey key findings:
- Most consumers draw from personal experience with their system when evaluating its performance. Factual (objective) comparisons to other systems are not pertinent to consumers.
- Satisfaction levels with a country's health care system are not related to its structure or costs. Expectations matter most.
- Most consumers believe there are opportunities for their health care system to improve in the areas of cost effectiveness, efficiency, and clinical effectiveness. Technology-enabled solutions are widely thought to be part of the solution. Most consumers see major gaps in value when assessing the performance of their health care system.
- Consumers do not believe they are in control of health care costs and are insecure about that.
- Consumer willingness to engage in managing their health care is evolving. Consumers support the idea but have yet to fully incorporate this as routine practice.