Survey: Consumers Express Ongoing Interest in Telehealth, Willingness to Spend to Connect

A survey of 1,000 U.S. healthcare consumers undertaken by the Jersey City, New Jersey-based digital solutions company Amdocs, and which was made public on July 14, has found that healthcare consumers are broadly interested in accessing telehealth-based healthcare services.

Key results of the report on the survey, entitled “Consumer Pulse: Digital Experiences in the ‘New Normal,’” include the following:

> In terms of their own health and wellness, consumers are taking back control during this time of stress. In that regard, 29 percent of consumers are trying new telehealth experiences and 26 percent said they will continue to use their virtual-health options even after quarantine is over.

> A large group of those trying new telehealth services since COVID-19 include: 18 percent  of GenZers (ages 18-24) and 31 percent of Millennials (ages 25-34).

> Patient data privacy is still top of mind, with 39 percent of consumers concerned about cyber criminals gaining access to their data and 21 percent are concerned that their data is being used to track their behavior.

> Accessibility is still a main focus for patients as 37 percent of consumers are willing to pay to have the best device in-place that ensures they can be connected to doctors while at home.

Some key findings:

> The pandemic drove Congress to rethink its approach to data privacy laws, and many businesses are struggling to find the balance between privacy and safety. Privacy is a high priority for many consumers as well: 39 percent of consumers are most concerned about cybercriminals gaining access to their data; 21 percent are most concerned about their data being used to track their behavior. As a result, providers need to do a better job of educating consumers on how their data is being used and what they are doing to ensure privacy.

> Health and wellness are top of mind for consumers.  Consumers now rely more on a strong WiFi connection for all aspects of their life, everything from work to school to staying in touch with friends and family. For that reason, 37 percent of consumers said they would consider buying a device that improves WiFi connectivity at home. When asked what would help them have a more successful remote work experience, 22 percent said a better internet connection. Additionally, 20 percent say they would share data if it would provide a cost savings to technology that supports their remote experience. With everyone spending more time in the great indoors and many gyms still closed, health and wellness is a focal point for many Americans. 29% of consumers have had new experiences with telehealth since COVID-19, and 26% will continue to use these services and products after quarantine is over. Of note, 18 percent of GenZers (18-24) and 31 percent of Millennials (25-34) have had new experiences with telehealth since COVID-19.

> Consumers are willing to pay for even better connectivity. Consumers now rely more on a strong WiFi connection for all aspects of their life, everything from work to school to staying in touch with friends and family. For that reason, 37 percent of consumers said they would consider buying a device that improves WiFi connectivity at home. When asked what would help them have a more successful remote work experience, 22 percent said a better internet connection. Additionally, 20 percent say they would share data if it would provide a cost savings to technology that supports their remote experience. With everyone spending more time in the great indoors and many gyms still closed, health and wellness is a focal point for many Americans. 29 percent of consumers have had new experiences with telehealth since COVID-19, and 26 percent will continue to use these services and products after quarantine is over. Of note, 18 percent of GenZers (18-24) and 31 percent of Millennials (25-34) have had new experiences with telehealth since COVID-19.

With regard to what consumers are willing to spend money on, here are examples:

> 37 percent are willing to spend money on devices to improve WiFi connectivity;

>   30 percent are willing to spend money on additional streaming services;

>   20 percent are willing to spend money on gaming devices;

>   18 percent are willing to spend money on a 5G smartphone or device;

>   10 percent are willing to spend money on a 5G data plan;

>   And an additional 27 percent are willing to spend money on a range of other things (written-in responses)