1、NOWNEXT 1 Accenture Patient Survey May 2020 How COVID-19 will permanently alter patient behavior How patient preferences have shifted towards virtual care during COVID-19 NOWNEXT 2 We set out to understand what changed for patient care during COVID-19, how patients felt about it, what they liked and

2、 what they want to continue in the future. Understanding how attitudes and behaviors of patients are shifting during this time will help life sciences companies invest in a future where the patient experience continues to be enhanced through virtual options for communication and treatment. About the

3、 Accenture COVID-19 Patient Survey Audience profile Survey participants had to have been going to a health care facility for treatment or self-administering at home and have one of the following conditions: 33%33%33% Cardio- vascular Immunology/ Rheumatology Oncology Countries N = 2,700 450 particip

4、ants from each country: USA, UK, France, Germany, China & Japan. The survey data was collected at a time when all participating countries were under some degree of government restrictions as a result of the global pandemic. 3 Patients have embraced virtual care and communications at very high rates

5、as a result of COVID-19. Overall, their care experiences have been extremely positive, with 9 out of 10 saying their quality of care was as good or better than before. Most patients want to continue to use virtual care and communications after the pandemic ends. A new era of virtual care has begun a

6、nd is here to stay. COVID-19 changed the healthcare landscape 4 As restrictions came into effect, patients faced difficult choices about whether and how to continue their treatments. Many healthcare providers cancelled appointments, and transportation options were shut down. Patients were afraid to

7、risk exposure to COVID-19 by going to their healthcare providers for regular treatment, and many deferred or even changed their treatments. Patients chose to defer and change their care Patients healthcare was significantly disrupted Reasons that patients deferred or cancelled treatment 36% 28% 27%

8、21% More important to avoid possible exposure to COVID-19 than get treatment Healthcare provider could not see me due to COVID-19 restrictions I could not get to the provider office due to trans- portation issues Afraid of leaving the house to get my treatment 70% 70% of patients deferred or cancell

9、ed treatments due to the COVID-19 pandemic. Limited access to healthcare providers and transportation challenges kept patients away, as well as concerns over exposure to the virus at healthcare facilities. 1 in 10 cancelled all elements of their treatments. However, fewer oncology patients cancelled

10、 all treatment (6%). 6 1 out of 5patients switched to a different therapy due to COVID-19, while nearly half considered making a change. Patients were concerned about how treatment might affect their risk of COVID-19, and about the method and timing required for specific treatments. Some even switch

11、ed therapies 19% of cancer patients switched therapy19% 23% of immunology patients switched therapy 23% 7 Our survey revealed that patient behavior has been permanently altered Key Finding #1 Patients embraced virtual care and want to continue it Key Finding #2 Patients felt care was as good or bett

12、er Key Finding #3 Virtual care helped keep some clinical trials going 8 As patients avoided healthcare facilities, they learned to use new technologies to continue their care. Virtual tools became essential lifelines for communication and guidance for many patients now administering their own treatm

13、ents at home. Many also started using medical devices and apps to help manage and monitor their conditions. By using technology to support communication and care, healthcare providers were largely able to maintain or even improve on the patient experience. Patients appreciated the more personalized

14、interactions, the faster response time, and the convenience of being able to manage and monitor their care from home. Patients embraced virtual care and want to continue it KEY FINDING #1 KEY FINDING #1 Nearly 1/2 of all patients reported that they are now getting treatment at home instead of going

15、to their healthcare providers office. Use of virtual tools increased across the board as patients who switched to at-home treatment during COVID-19 took more advantage of video conference calls, online chat, and apps. Video conference call Online chat App 9 Making treatment work at home, with virtua

16、l support 20% 37% Patients who started using during COVID-19 Patients using before COVID-19 24% 36% Patients who started using during COVID-19 Patients using before COVID-19 17% 31% Patients who started using during COVID-19 Patients using before COVID-19 10 Most patients reported a highly positive

17、experience using new technologies for a variety of care support functions. Patients tried new technologies and liked them 60% felt that based on their experience during the pandemic, they want to use technology more for communicating with healthcare providers and managing their conditions. 60% 63% 5

18、4% expect to use it more post- COVID-19 than they did previously rated their experience as very good or excellent 41% of patients used video conferencing to communicate with their healthcare providers about treatment of those using video conferencing, this was their first-time using it for their tre

19、atment. 41% 70% 11 4 in 10 patients (44%) started using new devices or apps during COVID-19 to help managing their conditions. Patients tried new devices and liked them More than 90% of those using a new device or app rated the experience good or excellent and want to continue to use them. 90% Among

20、st those who were already using medical devices and apps at home, 80% rated the experience of as good or excellent. 80% 12 The uptake of online tools is especially high in China, with 73% of patients who began administering treatment at home due to COVID-19 getting support through online chat and 62

21、% through video calls. Patients in Japan and China are also more likely to use apps for support. Online platforms in China such as Alibabas Ali Health have attracted millions of new users in the past few months, offering free consultations and clinics as government restrictions on online medical ser

22、vices were relaxed.1 More patients are using online chat and apps for care in China and Japan 1Source: Economist Disclaimer: This document makes descriptive reference to trademarks that may be owned by others. The use of such trademarks herein is not an assertion of ownership of such trademarks by A

23、ccenture and is not intended to represent or imply the existence of an association between Accenture and the lawful owners of such trademarks. 13 Along with the move to virtual forms of care and communication came a sense of greater satisfaction with the care provided. Many patients felt care was mo

24、re personal, more convenient and more timely. Rather than having to commute to a doctors office or treatment facility, care was now being administered at home in a setting, time and place where many are most comfortable. A good many also said the information they received was better. This improved s

25、ense of care created an increased trust in the healthcare ecosystem with all relevant players. Patients said care was as good or better KEY FINDING #2 Reasons for improvement in care: Care was as good if not better 2 of 10 said the quality was better than before. In China, this rose to 46%. In the U

26、K, it dropped to 11%. These held true across therapeutic areas. 9 out of 10 of all patients felt that the care they received from their healthcare provider was as good or better than before COVID-19. 40% More convenient access through new communication channels 41% A quicker response 47% A better, m

27、ore personalized response First time using Video Conference 15 An even higher percentage of patients who used videoconferencing for the first time said care was better quality care is the samequality care is better Single code question Base: Total respondents (749), Cardiology/Vascular (250), Rheuma

28、tology (237), Oncology (262) 46% 31% 32% 51% 55% 58% Oncology Rheumatology / Immunology & Inflammatory Cardiology/ Vascular Diseases % increase of trust/belief 16 Within the entire healthcare system, to what degree has your trust/belief in each of the following changed as a result of COVID-19? Trust

29、 in the healthcare ecosystem increased 16 Rated question Base: Total respondents (2700), UK (450), USA (450), Germany (450), France (450), Japan (450), China (450) 60% 50%49% 48% 45%44%44% 40% 38% Healthcare providers Urgent care clinics Public health institutions Independent Pharmacies Pharmaceutic

30、al companies Large retail pharmacy chains Medical device companies Advocacy groups/ patient communities Payers 17 Clinical trials were disrupted by COVID-19. For trials that continued, the use of virtual care was critical for consultations, treatment, and monitoring, but was not as widely adopted in

31、 clinical trials as it was for the care that the patient population received from their regular healthcare providers. Increasing virtual communication and treatment options offers multiple benefits for clinical trials, as one third of all patients in trials reported that even before COVID-19, they h

32、ad difficulty making appointments or physically getting to clinics for treatment. Patients want more video conferencing and fewer clinic visits, which would make clinical trials more convenient and accessible. Virtual care helped keep some clinical trials going KEY FINDING #3 18 Patients in cardiolo

33、gy opted out of their clinical trials the most, oncology the least. Patients seriously considered dropping out of their clinical trials Did you reconsider your participation in the clinical trial due to the COVID-19 pandemic? 46% 51% 45% 47% 40% 23% 24% 28% 13% 26% 32% 25% Total Oncology Rheumatolog

34、y / Immunology & Inflammatory Cardiology/ Vascular Diseases Yes, but I decided to remain in the trial Yes, I dropped outNo 19 Many trials were suspended or delayed, but virtual helped those that continued Most patients had their clinical trials suspended or delayed due to COVID-19. Clinical trials t

35、hat continued had to reduce or eliminate in-person visits. Virtual communication helped, but technology adoption was lower than what patients used for interactions with their regular healthcare providers. 77% Suspended or delayed 58% 19% 23% Trial suspended No impactTrial delayed 45% 35% 31% 24% 20%

36、 Fewer in- person visits All in-person visits cancelled Consultations done through virtual or remote media Treatment remotely administered where possible Health monitoring done remotely 61% of patients who continued in their trials used virtual forms of communication. 20 Using virtual technologies a

37、s a regular part of the clinical trial process would not only improve resilience to disruptions but would help to improve the patient experience. Patients in our survey asked to have more video conference calls and fewer in-clinic visits. Patients are currently far from the center of the clinical tr

38、ial design process. As decisions were being made on how to modify clinical trials due to COVID- 19, only 14% of patients in our survey were asked about what changes would work for them. This held true across all therapeutic areas and geographies. Patients want more input into shaping clinical trial

39、design More than 1 out of 3 patients want to see greater use of digital / video conferencing for clinical trials in future 37% 1 out of 3 patients would prefer fewer in- clinic visits in the future 33% The COVID-19 crisis has significantly impacted the patient care paradigm, and the ripple effects h

40、ave altered patient behaviors and expectations, requiring a significant change in how life sciences companies engage with and support patients. How to reimagine patient engagement 21 So what now? Humanize Technologies are proliferating, but what works best for patients? Find ways to better reach ind

41、ividual patients where they are at. Be more relevant to their individual situations. 62% of patients said they are overwhelmed with informationmost of which did not answer their questions. There is an opportunity to provide more targeted, relevant content to patients trying to understand their own p

42、ersonal health situation, risks and choices. 22 Commit Virtual care is here to stay. Patients have embraced new digital tools and expect to continue using them. Companies need to invest people, time and money now to build on this momentum to expand and enhance the tools and platforms they use to com

43、municate with and provide care for patients, improving outcomes and resilience. Engage New technology provides tools, but how you engage patients with those tools matters. Virtual tools should be a regular part of patient care and clinical trials and should be used to better understand patients and

44、improve outcomes, with privacy protections in place. Learning from patient input and feedback can help companies to keep enhancing the patient experience. How to reimagine patient engagement Contacts 23 Brad Michel Managing Director Life Science Lead, North America Laura Dix Managing Director Life S

45、cience, United Kingdom Petra Jantzer, PhD Managing Director Life Science Lead, Europe Aman Bajaaj Managing Director Life Science Lead, Growth Markets 24 About Accenture DISCLAIMER: This document is intended for general informational purposes only and does not take into account the readers specific c

46、ircumstances, and may not reflect the most current developments. Accenture disclaims, to the fullest extent permitted by applicable law, any and all liability for the accuracy and completeness of the information in this presentation and for any acts or omissions made based on such information. Accen

47、ture does not provide legal, regulatory, audit, tax or medical advice, and is not a manufacturer of medical devices. Readers are responsible for obtaining such advice from their own legal counsel or other licensed professionals. Accenture is a leading global professional services company, providing

48、a broad range of services in strategy and consulting, interactive, technology and operations, with digital capabilities across all of these services. We combine unmatched experience and specialized capabilities across more than 40 industries powered by the worlds largest network of Advanced Technolo

49、gy and Intelligent Operations centers. With 505,000 people serving clients in more than 120 countries, Accenture brings continuous innovation to help clients improve their performance and create lasting value across their enterprises. Visit us at Accenture Life Sciences Patient Inspired. Outcomes Driven. Accentures Life Sciences group is committed to helping our clients make a meaningful impact on patients lives by combining new science with leading edge technology to revolutionize how medical treatments are