Worldwide, healthcare systems are still struggling to overcome the COVID-19 pandemic and the crisis that followed its onset. With vaccine rollouts now underway in most countries and restrictions also beginning to be eased, the pandemic seems to be nearing its end. However, no one seems to know for sure how long immunity will last after the COVID-19 vaccination. While restrictions are easing across the country and the start of the new school year gives many Americans hope, cases among children are on the rise. Improving access to healthcare and providing people with robust healthcare solutions may remain the best strategies to improve the healthcare experience.
Improving access to healthcare is by no means an easy task—especially during a global pandemic. With uncertainty still clouding the future in many ways, the healthcare system is expected to show resilience, flexibility, and the ability to change. According to a new Accenture survey, resilience was demonstrated over the past year. Still, the assortment of digital technologies used in healthcare since the pandemic begun is changing, and so is the public’s attitude towards them. Despite many healthcare providers and companies going digital last year, numerous Americans decided not to use digital tools to manage their health during this time. Digital adoption is a good way of improving access to healthcare, but it seems to lack the human touch.
Improving Digital Adoption
Not all digital tools were avoided by Americans, according to the study conducted by Accenture. In fact, there was an important rise in virtual consultations, from 7% in 2020 to 32% in 2021. However, 48% of those polled said they have never had a virtual appointment, while the use of mobile health apps also decreased significantly compared to previous years. The use of wearables saw no important change in 2021, even as the use of social media and online support dropped from 29% to 12%. However, the most important issue may be that nearly half of those questioned revealed they were not planning to make any virtual care appointment with a technology company in the future.
Unwillingness to adopt digital health apps may be linked to a lack of trust in technology companies compared to healthcare providers, cybersecurity concerns, and a need for emotional support. According to the study, one-third of Americans are more likely to adopt digital technologies if providers approve them. 30% of those questioned said they are more likely to use new technologies as long as they provide access to information about their health. Feeling confident in data security and privacy is also important to them, and so is real applicability. However, the most important issue regarding the use of health apps may still be the lack of emotional support.
The Importance of Emotional Support
During the COVID-19 pandemic, healthcare systems on a global scale were pushed to their limits, as both healthcare providers and governments struggled with new risks. Moreover, as the months passed, one problem became abundantly clear: people were not just fighting a pandemic; they were also fighting pandemic fatigue. Mental health issues, substance use and abuse, and suicidal ideation are risks associated with the COVID-19 pandemic, according to the Centers for Disease Control and Prevention (CDC). In particular, those exposed to these risks are young adults, people from racial and ethnic minorities, essential workers, and unpaid adult caregivers. That is why emotional support is now more important than ever—with 52% of Americans questioned by Accenture saying they want “a provider who listens, understands patient’s needs and provides emotional support.”
The need for emotional support seems to be just as important as the need for medical support in the United States, but that does not mean support is easily available for all. Racial and ethnic minorities, the groups that were hit harder by the effects of the pandemic, are also the ones who struggle the most for medical and emotional support. Access to social security and medicare benefits, health insurance, and prescriptions is still an intimidating task for many people born in the US and an even harder task for immigrants and racial and ethnic minorities. According to Vince Tien, co-founder, and CEO of 360 Clinic, one simple solution to this problem may be hiring multilingual staff by American healthcare providers.
Developing trust among immigrants and Americans alike may also be a solution for healthcare providers and technology companies that develop health apps. Trust is essential for improving access to healthcare and may even be more important while fighting a global pandemic. The good news is that more than half of the Americans surveyed by Accenture said their access to healthcare had remained the same since the onset of the COVID-19 pandemic. More than a quarter (26%) actually said their access had improved, and that gives healthcare providers a good reason to think trust is also on the rise among Americans.
