1、J U L Y 2 0 2 0 The health fix: How COVID-19 has transformed consumers attitudes to health and accelerated the future of digital healthcare T he current health crisis is a wake-up call. Even in a global society that has seen significant advances in technology and healthcare, COVID-19 threatens the p
2、hysical health and emotional well-being of us all. This realization has consequences for how consumers view their own health and how they plan to safeguard it and it is leading to fundamental shifts in behavior. For example, recent research we conducted into consumer behavior in consumer products an
3、d retail found that 77% will be more cautious about their health once the pandemic is over.1 To take a deeper look at this issue, this research explores the health-consciousness of consumers and how the pandemic has changed their attitudes, expectations, and how they reach health decisions. How do c
4、onsumers view their physical and mental health today? How open are consumers to using digital technologies to manage their health? What changes have Empowered Consumers made to be more proactive about taking care of their health? To answer these questions, we surveyed over 2,000 consumers across fou
5、r countries France, Germany, the United Kingdom, and the United States in mid-June 2020. In this research note, we explore the following key findings: 1. Millennials are more worried about their health today than any other age group. 2. Home is the new point of care consumers increasingly demand dig
6、ital health and low-touch healthcare options. 3. Empowered Consumers are more willing to embrace technology and low-touch healthcare. RESEARCH NOTE 1 The Health Fix Executive Summary The COVID-19 pandemic has transformed consumers attitude towards health within a span of a few months. The pandemic h
7、as exacerbated consumer concerns over their physical and mental health. More so for younger age groups and consumers managing a chronic disease. In our survey, millennials and Gen Z are most concerned about their mental health today, but all age groups have seen an upward shift in their level of wor
8、ry from before the pandemic. At the same time, mode of care has undergone a sea change; home is the new point of care. In our research, consumers expressed rising interest in, and adoption of digital health technologies to access care and manage their health. They also reveal a strong appetite for l
9、ow-touch care options. Life sciences companies and healthcare providers have already launched a slew of innovations to meet this demand: from telemedicine and connected devices to virtual trials and fitness and wellness apps. Different technologies have been cobbled together during the pandemic to m
10、eet the surge in demand for low-touch and touchless care. There is an urgent need for a holistic platform that meets patients needs throughout the patient journey, from gathering research, symptom tracking, diagnosis to treatment and disease management. Empowered Consumers a segment of consumers in
11、our survey who take proactive steps to manage their health are more willing to embrace technology than ever before. Empowered Consumers are more likely to place higher trust in technology to manage their care and they are taking steps to limit touch-based interactions. For example, over half (53%) o
12、f Empowered Consumers stated that they would use technology to access healthcare remotely, compared with 36% of non-empowered consumers. In addition, nearly half (45%) of Empowered Consumers would be hesitant to begin a new treatment or continue their current one because it could be a risk to their
13、immune system, as compared with only 30% of non-empowered consumers. As a result of these profound shifts, healthcare ecosystems around the world will change drastically over the next few years. All stakeholders pharmaceutical companies, payers, healthcare providers, medical devices manufacturers, t
14、echnology companies, regulators need to collaborate to improve and transform the patient journey and the patient experience through digital and low-touch care delivery, while improving outcomes. RESEARCH NOTEJULY 2020 2 Source: Capgemini Research Institute, Consumer Health Survey, June 2020, N=2,039
15、 consumers. *Generation Z is aged 18 to 22, millennials is aged 23 to 38, Generation X is aged 39 to 54, and Baby Boomers is aged 55 to 75+ in our research. Millennials are more worried about their health today than any other age groups With the first pandemic in nearly a century, it is not surprisi
16、ng that consumers feel mounting concern for their own physical and mental well-being. In May, health experts from the United Nations warned that a mental health crisis was looming as millions of people worldwide are surrounded by death and disease and forced into isolation, poverty, and anxiety by t
17、he pandemic.2 Devora Kestel, director of the World Health Organizations (WHO) mental health department said: “The isolation, the fear, the uncertainty, the economic turmoil they all cause or could cause psychological distress.”3 All age groups are concerned that their physical health will deteriorat
18、e COVID-19 has made us all health conscious and exacerbated peoples feeling of vulnerability and anxiety. Forty-seven percent of consumers in our survey say they are worried about their physical health deteriorating today, up from 35% before the pandemic. This rises to 62% among consumers with a chr
19、onic disease and 53% for consumers who have a child living with them. When we look at the position by age, we find that millennials are particularly concerned today about their physical health (see Figure 1). In fact, concerns are highest among millennials than Gen X or baby boomers, despite the fac
20、t that COVID- 19 has traditionally been seen as a particular threat to older people, especially those with underlying health issues. This reflects the fact that there is growing understanding of the significant threat to younger adults too.4 A greater share of millennials in the US are worried than
21、their peers in other countries (59% in the US versus 43% in France and 49% in Germany). Furthermore, worry is higher for male millennials today than for females (63% versus 47%). Percentage of consumers by generation that agree with the statement: “Im worried about my physical health deteriorating”
22、Generation ZMillennialsGeneration XBaby Boomers Before COVID-19Today 38% 40% 34% 32% 46% 54% 49% 42% Figure 1: Millennials are most concerned about their physical health deteriorating today RESEARCH NOTEJULY 2020 3The Health Fix Younger people are most worried about their mental health Peoples menta
23、l outlook can be affected by COVID-anxiety: fear of becoming ill, the inability to see loved ones, and worries about childcare, jobs and finances. In the US in April 2020, a federal emergency hotline for people in emotional distress saw a more than 1,000% increase in calls compared to the same time
24、last year.5 Talkspace, an online therapy company, reported a 65% jump in clients between mid- February 2020 and May.6 Our research found significant concerns among consumers. Over a third (35%) today say they are concerned that their mental health will deteriorate, up from 26% before the pandemic. T
25、his is in line with recent data from the US Census Bureau, which found that one-third of Americans now exhibit signs of clinical anxiety or depression. This is double the amount of previous years.7 Those concerned with mental health today rise to 43% among consumers with a chronic disease. By genera
26、tion, millennials and Gen Z are most concerned about their mental health today and Gen X saw the greatest increase from before COVID-19 (12%) (see Figure 2). Male millennials (54%) are more concerned today about their mental health than females (42%). Concern trends downward in subsequent age groups
27、. This is perhaps a result of the fact younger people have had greater exposure to mental health awareness and its de-stigmatization in more recent years. This lack of awareness and acceptance among older generations is supported by the fact that depressive disorders are often untreated or under- tr
28、eated among older adults.8 Action points for life sciences and healthcare organizations: Put a renewed emphasis on health outcomes. Given the challenges facing healthcare systems today, it is important for life sciences companies and national healthcare providers to maintain their focus on improving
29、 outcomes, such as patient satisfaction, adherence, and hospitalization rates. In fact, there is an emerging need “beyond the pill” Source: Capgemini Research Institute, Consumer Health Survey, June 2020, N=2,039 consumers. *Generation Z is aged 18 to 22, millennials is aged 23 to 38, Generation X i
30、s aged 39 to 54, and baby boomers is aged 55 to 75+ in our research. 42% 37% 26% 13% 46% 48% 38% 21% Generation ZMillennialsGeneration XBaby Boomers Percentage of consumers by generation that agree with the statement: “Im worried about my mental health deteriorating” Before COVID-19Today Figure 2: M
31、illennials are most concerned about their mental health deteriorating today RESEARCH NOTEJULY 2020 4The Health Fix and life sciences companies and healthcare providers are well-positioned to respond by focusing more on prevention. For example: Pharmaceutical companies can tap into their health econo
32、mics and outcomes research (HEOR) which links clinical research to real-world health outcomes to help healthcare providers make more informed decisions on treatment options and cost. National healthcare providers can work collaboratively with community service, public health, social work, and public
33、 safety organizations to share data and better understand whether health systems are meeting the needs of the population. The UKs National Health Service (NHS) includes an objective to improve population health as part of its Long Term Plan, focusing on predicative prevention and early diagnosis.9 P
34、harmaceutical companies can develop tools for healthcare providers that allow them to monitor whether COVID-19 patients with underlying health conditions are adhering to their treatments. Partner with telemental health startups. The isolation and economic uncertainty unleashed by the pandemic are dr
35、iving demand for mental health services. Pharmaceutical companies, consumer health firms, and national healthcare providers should consider partnership opportunities to improve patient outcomes and build direct patient connections, especially among the millennial audience. Downloads of mental health
36、 apps hit 4 million in April alone up 29% from January.10 Some US payers have ensured their members can access mental health services digitally. For example, in May, health insurer Cigna partnered with behavioral therapy startup Talkspace to offer digital therapy services to its members.11 Kaiser Pe
37、rmanente partnered with Livongo to offer its virtual behavioral health therapy services in April.12 German digital mental health startups, HelloBetter and Selfapy, offered free access to hotlines, guided programs, coaching, and other services during COVID-19.13 Access concerns are worrying consumers
38、 Our research found that access to healthcare is a major concern for consumers: over a third (35%) are worried they will not be able to access healthcare when they need it, up from 22% before the pandemic. Again, it is the younger demographic that is the most concerned, with access concerns hitting
39、47% for millennials. Among consumers with a chronic disease, 40% are worried about access today. As Figure 3 shows, the UK has the largest share of concerned consumers. For example, 44% of UK consumers are worried that they will not be able to access healthcare when they need it the largest age grou
40、ps in the UK with this concern are Gen X and millennials (55%). USUKFranceGermany Before COVID-19Today Percentage of consumers by country that agree with the statement: “Im worried that I will not be able to access healthcare when I need it” 25% 19%19% 20% 37% 44% 25% 29% Figure 3: UK consumers are
41、most concerned about healthcare access Source: Capgemini Research Institute, Consumer Health Survey, June 2020, N=2,039 consumers. RESEARCH NOTEJULY 2020 5The Health Fix Affordability is a key concern for US consumers The affordability of healthcare is also a concern for over a third of US consumers
42、 today. Thirty-six percent of American consumers are worried about not being able to afford healthcare when they need it today, up from 30% before the pandemic: By age group, the most concerned are Gen Z and millennials (48% each), with only 20% of baby boomers concerned. Among US consumers with a c
43、hronic disease, 42% are worried about affordability today. Action points for life sciences and healthcare organizations: Make a renewed commitment to improving access at a global level and focusing on affordability in the US specifically. With hospitals under strain and people across the world under
44、 continuing social distancing and quarantine mandates patients face substantial obstacles to obtaining healthcare. Moreover, with parts of the global economy shut down, many patients may have trouble affording their medications due to loss of job or income. Pharmaceutical and medical device manufact
45、urers should partner with market access stakeholders to ensure continuity of care for patients during this health crisis and beyond while improving patient outcomes and reducing cost. For example, Novo Nordisk is working to reduce out- of-pocket costs through co-pay assistance and patient assistance
46、 programs.14 National healthcare providers can use telehealth and virtual medicine which we discuss in greater detail in the following section to expand access to essential healthcare during this health crisis. Action points for healthcare providers: Implement a data-driven approach to broaden acces
47、s to care. To improve health outcomes, a proactive approach to managing data is critical. Data from diverse sources such as electronic health records, social health databases, and monitoring devices need to be combined to obtain real- time information on evolving health situations. After the pandemi
48、c, many healthcare systems are expected to remain stretched due to pent-up demand for elective surgeries and urgent care that might have been earlier avoided. National healthcare providers can leverage data to predict demand on healthcare systems and stress-test peak demand during periods such as na
49、tural disasters or public health crises, to improve access to healthcare in the future. Furthermore, hospitals should be incentivized based on their actual management of health emergencies. In Germany, for example, financial bonuses were awarded to hospitals which expanded bed capacity during COVID-19. A website was set up where each hospital updated its available capacity daily for intensive care with respiratory support. This also helped doctors quickly identify alternative places for treatment.15 Home is the new point of care consumers inc
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