Future Health Index 2019 Transforming Healthcare Experiences
ncesExploring the impact ofdigital health technologyon healthcare professionalsand patientsThe Future Health Index is commissioned by Philips1Future Health Index 2019 Transforming healthcare experiences
Contents“ Recognizing healthcare professionalsis central to creating positive patientexperiences, quality of care andultimate outcomes. When combinedwith leading technology, streamlinedprocesses and solid leadership,healthcare professionals are inspiredto perform their best work and delivervaluable care.”Nancy BrownCEO, American Heart Association03 Research premise04 Introduction05 Engaged and digitally enhanced healthcare professionals12 Empowered patients – access to data, more control20 Learning from forerunners26 Conclusions: how can health systems best preparethemselves for continuous transformation?30 Country profiles39 Glossary40 Methodology
Future Health Index 2019: research ieThe 2019 Future Health Index is based on primaryresearch conducted across 15 countries. The researchexplores the experiences of healthcare professionals andindividuals1 – which includes both current and previouspatients – in their health systems through two pillars ofthe Quadruple Aim: improved patient experience andimproved staff experience.affexststofcaredoveIm prQuadrupleAimperi e nceLowcore1. I ndividuals are the general population of the 15 countries studied. They represent the populationwhich healthcare systems ultimately serve, including current patients, previous patients, thosewith chronic conditions and those with limited prior interactions with the healthcare system.3Future Health Index 2019 Transforming healthcare experiencesEvolution and developments in digital health technology, such as digital healthrecords (DHRs), telehealth and artificial intelligence (AI), offer benefits that couldlead to better health outcomes and reduced costs, paving the way towardachieving the Quadruple Aim.Digital health recordscan allow healthcareprofessionals to haveaccess to more accurate,up-to-date andcomplete informationabout patients, whilealso allowing for morecoordinated careacross a patient’sentire care journeyTelehealth canenable 24/7consultation andcare regardlessof geographicalboundariesAI can assist healthcareprofessionals throughclinical decisionsupport and in offeringpersonalized treatmentplans to patientsThis year’s research sets out tounderstand knowledge and appetitefor using digital health technologiesand how they affect experiencesof healthcare. DHRs, telehealthand AI were selected due to theirgrowing levels of adoption, aswell as their potential to transformhealthcare experiences.
IntroductionHealthcare systems vary fromcountry to country, but theyshare a common goal:Providing qualitycare with improvedexperiences forboth patientsand healthcareprofessionalsThe challenge, of course, is toprovide that care in ways thatare as efficient and economicalas they are effective.Central to ensuring improved healthcare experiences willbe the deployment of digital technologies to supportcost-effective, value-based, connected healthcare. Andyet, despite increasing adoption rates in some instances,use of these digital tools remains fragmented aroundthe world. The impediments include inadequate accessto technology, difficulty with integrating technology intohealthcare professionals’ ways of working and concernsabout data privacy and security. These barriers are falling,though not as quickly as many of us would like.Philips’ fourth annual Future Health Index, based ona survey of 15,000 individuals and more than 3,100healthcare professionals in 15 countries, explores digitalhealth technology’s impact on the patient and healthcareprofessional experience.By exploring experiences and attitudes, the Future HealthIndex suggests paths towards broader acceptance andadoption of connected healthcare, while offering insightsinto factors that may be impeding more widespread use ofdigital ways of working.4Future Health Index 2019 Transforming healthcare experiencesAfter analyzing the data, three clear themes haveemerged:Engaged and digitally enhanced healthcare professionalsThe increasing number of healthcare professionals whouse technologies like digital health records (DHRs) andtelehealth report higher job satisfaction.Empowered patients – access to data, more controlIndividuals with access to their own health data are farmore likely to engage with that information in ways thatimprove the quality of care and their overall experience.Learning from forerunnersThe experiences of digital health technology forerunnerslike China, Saudi Arabia, India and Russia provide lessonsthat all countries can learn from and apply to their ownhealthcare systems.Conclusions: How can health systems best preparethemselves for continuous transformation?Incorporating new technologies into healthcare is ajourney, not a one-time event, enabling healthcareprofessionals and patients to adapt as needs evolve andnew challenges arise.
Theme 1Engaged and digitally enhancedhealthcare professionalsSome healthcare professionals are adapting to new ways of working andbeginning to recognize the benefits of digital healthcare for both themselvesand their patients.However, most countries are not seeing healthcare professionals harness thefull potential and support of digital health technology in all aspects of theirwork. If we turn this situation around, healthcare professionals can become trueadvocates of these methods to both their patients and their peers.Removing the remaining barriers to digital health technology use has thepotential to enhance the work lives of more healthcare professionals.“ The patient pathway for most diseases is still not clear for patients orhealthcare professionals. Their design, together with the accelerateddevelopment of digital health records (DHRs), will greatly improve workflowwithin hospitals – and between primary care and hospital settings.”5Rafael BengoaCo-Director, SI-Health; Vice Chairman of Advisory Group Horizon 20/20Future Health Index 2019 Transforming healthcare experiences
Engaged and digitally enhanced healthcare professionalsThe state of playSome digital health technologies have become commonplace for healthcare professionalsIn 2019, we see that some digitalhealth technologies are being usedwidely by healthcare professionals,while others are yet to be adoptedat the same level.There are various examples ofhealthcare professionals usingdigital health technology:80% of healthcareprofessionals have sharedpatient informationelectronically with otherhealthcare professionalsinside their health facilityBase: Total healthcare professionals32% of healthcareprofessionals have sharedpatient informationelectronically with otherhealthcare professionalsoutside their health facilityBase: Total healthcare professionals76% of healthcareprofessionals are usingdigital health records (DHRs)in their hospital/practiceBase: Total healthcare professionals61% currently usetelehealth in their practiceBase: Total healthcare professionals46% use AItechnologies in theirhealthcare practiceBase: Total healthcare professionals20196Future Health Index 2019 Transforming healthcare experiences
Engaged and digitally enhanced healthcare professionalsImproved experiences through digitaltechnology supportMany healthcare professionals feel supported by digital health records(DHRs), but the technology is not improving experiences for allMany countries experience challenges Healthcare professionals who use digital health records in theirwith the implementation of digitalpractice report that the technology had a positive impact on:health records and there is aQuality of careSatisfactionOutcomescommon assumption that healthcareprovidedfor healthcarefor patientsprofessionalsprofessionals feel these recordscan simply add administrativetasks to their workload. Ourresearch indicates that healthcareprofessionals recognize how DHRscan deliver on three of the fourBase: Total healthcare professionals who currently use DHRs (n 2,268)pillars of the Quadruple Aim: betterhealth outcomes, improved patientAdditionally, 57% of healthcareexperience and improved staffprofessionals report that,experience. However, many healthcarein the past five years, theirprofessionals are still not seeingexperience has been positivelythe benefits.impacted by having access to69%64%59%patients’ full medical history.Base: Total healthcare professionals7Future Health Index 2019 Transforming healthcare experiences
Engaged and digitally enhanced healthcare professionalsTelehealth: an untapped tool for healthcare professionalsBroader use of telehealth is needed to unlock its benefitsBarriers must be overcome for telehealth to deliver on its potential to improve healthcare access and availability.Across the countries surveyed,telehealth has yet to becomea common part of healthcareprofessionals’ day-to-day work,with 39% saying that they do notcurrently use telehealth in theirpractice or hospital.Furthermore, low proportions ofhealthcare professionals reporttelehealth positively impactingthe patient experience over thepast five years.1 1 Telehealth: either healthcare professional-to-patient orbetween healthcare professionals2 O pen: those who prefer remote consultations via digitalchannels or have no preference8Few healthcare professionals say telehealthhas positively impacted patients’ experiencesin the past five years:33%31%While a majority of individuals sayhealthcare in their country providesthem with access to medicalcare when needed and 55% saythat healthcare professionals areavailable when they need care,there is still a large gap. Many areopen to using telehealth to helpclose this ltelehealthhave been discouraged71% offromindividualsvisiting a healthcare professionalwhen they had a medical reason to goBase: Total individualsBase: Total individuals45%Healthcareprofessional-topatient telehealthThe top reasons individuals identify as discouragingthem from seeing a healthcare professional when theyneed to are also areas where telehealth can be mosteffective. This demonstrates the potential positiveimpact of telehealth on the patient experience:of the generalpopulation isopen2 to remoteconsultations fornon-urgent careThe top-cited reasons people have been discouraged fromvisiting a healthcare professional are:Difficult/unable to schedule an appointment31%Lack of time to go27%General practitioner needed to recommendto a specialist25%Specialist not available in their area20%0Base: Total healthcare professionalsFuture Health Index 2019 Transforming healthcare experiencesBase: Total individualsBase: Those that have not visited a healthcare professional when they had a medical reasonto go (n 10,711)100%
Engaged and digitally enhanced healthcare professionalsHealthcare professionals are graduallybecoming comfortable with AIFamiliarity with using AI for workflow purposes could havea positive effect on clinical implementationHealthcare professionals are most comfortable using artificial intelligence (AI) foradministrative tasks, such as scheduling (64%). To help provide the highest qualitycare to patients, healthcare professionals’ use of AI can move beyond these tasksinto spaces where there is room for growth and a more profound impact on both thehealthcare professional and patient experience, including diagnosis and treatment.Percentage of healthcare professionals who are comfortable with using AIfor the ingtreatmentplansDiagnosisRecommendingtreatment plansFlagginganomaliesPatientmonitoringStaffingand patientschedulingBase: Total healthcare professionals9 Future Health Index 2019 Transforming healthcare experiencesA 2018 Ipsos study looked at AI adoption across a range of business sectors.In workplaces that use AI-powered tools, more than two-thirds of the employeessurveyed say the tools have already had a positive impact on their efficiency(75% cite improvements in their effectiveness, 75% in their results, and 74% inhow their work is structured). They also note that AI has had a positive impacton the appeal of their work (70%), on their level of well-being at work (69%),and on the training courses made available to them (67%).Source: https://www.ipsos.com/en/revolution-ai-work\
Engaged and digitally enhanced healthcare professionalsPatients canhelp healthcareprofessionals unlockthe power of dataWhile a majority of healthcare professionals are sharingdata within their hospital or health facility, limited sharingof patient information occurs outside the institution. Ifpatients were encouraged to share data with healthcareprofessionals, particularly those who may be outsidetheir primary healthcare facility, patients themselveswould be making an important contribution to buildingdata-rich healthcare systems.“ I’ve never had a patient complain about too muchaccess [to their health data]. They like the abilityto check reports themselves, see the results andthen contact their physician.”Christoph WaldChairman, Dept of Radiology at Lahey Hospital & MedicalCenter; Professor of Radiology, Tufts University Medical SchoolOnly one-third of healthcareprofessionals share patientinformation electronically withother healthcare professionalsoutside their health facility80% Inside their health facility32%Outside their health facilityBase: Total healthcare professionalsThe top reasons healthcare professionals say they do not share patient informationwith healthcare professionals inside and outside their health facility are:Do not share inside health facilityDo not share outside health facility56%Lack of access to data-sharing systems52%‘Traditional’ formats (e.g., paper/telephone) are preferred45%33%40%Concerns related to data privacy54%40%Concerns related to data security52%40%Lack of interoperability of records systems50%010 Future Health Index 2019 Transforming healthcare experiencesBase: Total healthcare professionals who do not share patient information with other healthcare professionals inside their facility (n 563)Base: Total healthcare professionals who do not share patient information with other healthcare professionals outside their facility (n 1,907)100%
Engaged and digitally enhanced healthcare professionalsReciprocal data-sharing is not the norm, but can improve experiencesOur research shows that healthcare professionals are recommending patients use digital health technology totrack their data, but that data is rarely shared back digitally to the healthcare professionalsTwo-fifths of healthcare professionals often/alwaysadvise their patients to track these three key indicators ofhealth via digital health technology or mobile health appsBlood pressurePhysical activityWeight44%42%39%Base: Total healthcare professionals11 Future Health Index 2019 Transforming healthcare experiencesone-tenth. yet only aboutof healthcare professionalssay most or all of their patients have shared health data fromdigital health technology or mobile health apps with them15%11%9%Only when it relates to a specific concernMost times/every time they meet with meOngoing (including between visits)Base: Total healthcare professionalsone-thirdAnd just(36%) of the general population who usedigital health technology or mobile health apps to track indicatorsregularly share data with their healthcare professionals36%Ongoing or most times/every time I meet with myhealthcare professional37%I have never shared my digital health data with myhealthcare professional(s)26%Only when I have a specific concern1%OtherBase: Total individuals who use digital health technology or mobile health apps (n 10,559)
Theme 2Empowered patients –access to data, more controlWhile digitally supported healthcare professionals will play animportant role in changing the way that healthcare is delivered,understanding how technology can have a positive impact on thepatient experience is just as significant.The general population is looking for information and more controlover almost all aspects of their lives. Giving an individual access totheir own health data makes them more likely to engage with it ina way that will improve the quality of care they receive and theiroverall healthcare experience.12 Future Health Index 2019 Transforming healthcare experiences
Empowered patients – access to data, more controlThe demand fordata ownershipPatients want ownershipof their health dataThere is an appetite among individuals to haveaccess to their health data. This access can takeplace via tracking various health metrics throughdigital health technologies or access to a digitalhealth record (DHR). This reflects a desire forconvenience, to have more control of their health,and learn more about themselves.“ Patients will become more and more important –they’re on the way to empowering themselves,often independent from healthcare professionals.”Prof.dr. Jaap Goudsmit, MD, PhDAmsterdam Neuroscience, Amsterdam University Medical CenterHarvard T.H.Chan School of Public Health, Harvard UniversityOf the general population who do not currently haveaccess, or do not know if they have access, to their DHR:63% Want access21% Don’t want access16% Don’t knowBase: Total individuals who do not or do not knowif they have access to their DHR (n 11,031)People who are tracking their healthvia digital health technology do sobecause:42%It's convenient35%They learnmore aboutthemselves34%They feel morein control oftheir healthBase: Total individuals who use digital health technology or mobile health apps (n 10,559)13 Future Health Index 2019 Transforming healthcare experiences
Empowered patients – access to data, more controlEmpowered patients are more satisfied patientsFuture Health Index research indicates that empowering patients through technology – enablingthem to better manage their own health – has the potential to improve the experience for bothpatients and healthcare professionalsWhen asked what has improved their experience in the past five years,the top reasons cited by individuals that saw improvements relate toaccess and convenience:Those with access to their digital health record (DHR) report better personalexperiences in healthcare and better quality of care available to them thanthose who do not have access:Those who haveaccess to their DHR53% It’s easier to schedule appointmentsThose withoutaccessPercentage who rate theirpersonal experience of the carethey receive as good, very goodor excellent82%66%Percentage who rate thequality of care available tothem in their country as good,very good, or excellent80%64%47% It’s easier to get test results42% I receive appointment/treatment reminders27% I am able to monitor health indicators on my ownBase: Total individuals who say their healthcare experience has improved in the past five years (n 10,617)14 Future Health Index 2019 Transforming healthcare experiencesBase: Total individuals who have access to their DHR (n 4,083)Base: Total individuals who do not have access to their DHR (n 8,140)
Empowered patients – access to data, more controlAccess to digital health recordsand clarity about how they can makehealth management easier can helpdrive use among individualsPeople who have access to their digital health record (DHR) and are incentivized to useit more said they would be more likely to use it:43%If it made it easier to manage my healthIf I had full control of my records/information36%If it connected all of my healthcare professionals35%If there was improved data privacy/security35%If it saved me money31%If there were better regulations regarding access to medical information31%If there were proof of benefits/use cases31%24%If there was more education/training on how to use DHRsOtherBase: Total individuals with access to their DHR and are incentivized to use it more (n 3,787)15 Future Health Index 2019 T
4 Future Health Index 2019 Transforming healthcare experiences Introduction Central to ensuring improved healthcare experiences will be the deployment of digital technologies to support cost-effective, value-based, connected healthcare. And yet, despite increasing adoption rates in some instances, use of these digital tools remains fragmented .
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