75% of consumers say digital healthcare experiences have improved the standard of care

MuleSoft today released a new global report titled Customer Experience and the Connectivity Chasm. Based on a survey of more than 9,000 consumers, the report analyzes whether organizations are meeting customer expectations for a connected, personalized experience across industries and geographies. Disconnected experiences — the failure to personalize consumer data across touch-points and inability to provide information in a timely manner — were a recurring source of frustration for consumers.

Digital experiences = better standard of care

The Customer Experience and the Connectivity Chasm report highlights that digital experiences and the use of personal health data (from wearable tech and health apps) are improving the standard of care from healthcare providers. However, the report shows the healthcare sector still has some way to go when it comes to delivering a seamlessly connected healthcare experience.

• 75% of those consumers that have used at least one of the healthcare services – general practitioners (GPs), hospital, pharmacy – say digital experiences (such as the ability to book an appointment with a doctor via an app, or receive a consultation via video-calling services such as FaceTime or WhatsApp) have improved the standard of care they receive.

• 57% of consumers say digital experiences have improved the standard of care from GPs. Consumers in the U.S. (63%), France (62%) and Singapore (64%) are the most positive.

• 55% of consumers say digital experiences have improved the standard of care from hospitals.

• 60% of consumers say digital experiences have improved the standard of care from pharmacies. Consumers in the U.S. (71%) and Singapore (66%) are the most positive.

Improved usage of personal health data

Consumers are increasingly positive about how healthcare providers that make use of the data that is available to them (e.g., personal health data from wearable tech and health apps) are improving the standard of care.

• 61% of consumers say that healthcare providers make effective use of the data that is available to them to deliver a better standard of care. This number has jumped significantly from 42% in 2018.

• Consumers in the U.S. (71%), France (63%) and Singapore (79%) are the most positive about healthcare providers making effective use of the data available to them. Consumers in Germany (49%) are the least positive.

• Younger consumers aged 18-34-years-old (70%) are the most positive in their belief that providers effectively use data to deliver better care.

Disconnected healthcare experiences

While it is clear that digital technology and data is improving the standard of care consumers receive, the report reveals the sector continues to face challenges bringing this all together to deliver a connected healthcare experience.

• 55% of consumers say they receive a disconnected experience from healthcare providers. This figure was particularly high in France (62%) and Singapore (64%).

• 53% of consumers say a disconnected experience would make them consider changing healthcare providers. Consumers in the U.S. (59%), Australia (61%) and Singapore (67%) are the most likely to consider changing.

“With the growing popularity of wearable technology and health apps, consumers’ expectations of healthcare are rising. It’s encouraging to see that the healthcare sector is making strides when it comes to its effective use of digital technology and personal health data,” said David Chao, vice president of product marketing, MuleSoft. “The challenge now facing both private and public healthcare providers is being able to deliver a more connected healthcare experience. By creating an application network using APIs, healthcare providers can better integrate clinical and non-clinical applications to provide improved patient experiences, all while making secure data sharing more efficient. By taking this approach, healthcare providers will be able to continue to improve the standard of care they offer.”

Research Methodology

This global survey was commissioned by MuleSoft and independently carried out by Opinium Research. The total sample size was 9,030 adults: U.K. (2,002 adults), U.S. (2,003 adults), Germany (1,000 adults), France (1,002 adults), Australia (1,000 adults). Singapore (1,010 adults) and Japan (1,013). Demographic split 18-34 years-old (2,084 adults), 35-54-years-old (3,410 adults) and 55+ years-old (3,536 adults). Fieldwork was undertaken online between 15-22 August 2019. The figures have been weighted and are representative of adult populations (aged 18+).