Technology and innovative partnerships can
improve delivery of care, report suggests
TORONTO, April 12, 2022 /CNW/ - Two-out-of-three Canadians
feel satisfied about their overall access to healthcare, according
to a new report from Accenture (NYSE: ACN), which identifies
opportunities to improve care delivery.
The report, "All In for Transforming Canadian Healthcare," is
based on a survey of more than 1,800 Canadians. The survey found
one-in-four Canadians still find it difficult to navigate the
healthcare system including finding the right medical facility and
treatment, who to contact for a specific concern and the treatment
options available to them.
When it comes to access to healthcare providers (e.g., a family
doctor, emergency department, or specialists), the survey found
Canadians are generally satisfied, but satisfaction levels decrease
for people living in remote areas and people with a chronic
condition. Canadians that are unsatisfied are most concerned
with access to health and wellness coaching, such as mental health
support, diet and nutrition programs, and navigation to timely
information on publicly funded health services and insurance
coverage.
"The pandemic has created an opportunity to reimagine and
improve upon how we deliver healthcare in Canada," said Jimmy
Yang, managing director at Accenture who leads its
health industry practice in Canada. "But this requires a mindset of
putting the person, rather than the system, at the centre, a
dedication to innovating on all fronts and better use of
existing healthcare resources, such as pharmacies and allied
health, to deliver certain types of care. Canadians deserve better
access to care, and digital tools and technology can better enable
this."
Necessity is the mother of invention
The report notes that the need for greater safety precautions
during the pandemic led to new ways of delivering care, as well as
opportunities for public and private players to play a direct role
in the provision and improvement of care, such as through virtual
appointments and additional digitally enabled services.
In fact, the research found 80 per cent of Canadians
identified online booking and scheduling, health services in local
pharmacies, and telehealth services as the top services that they
want to see remain after the pandemic.
The pandemic also highlighted important gaps in the current
model of Canadian healthcare, including a shortage of digital tools
and a reliance on dated processes and systems that aren't efficient
or easy to use. These factors, coupled with Canada's aging and complex patient population,
put immense pressure on the healthcare system to meet rapidly
changing demands more efficiently while thinking about system
capacity with a new lens, the report found.
"Canada has the expertise and
financial resources to deliver world-class public healthcare that
improves access, experience and outcomes for all communities," said
Yang. "The only way to do this sustainably is for healthcare
leaders, government and industry to work together and put the
individual at the centre of everything, to transform how Canadians
experience healthcare."
According to the report, 72 per cent of Canadians are
comfortable with the private sector playing an increased role in
the healthcare system, especially if the result is to improve
the services available to them. At the same time, nearly two-thirds
(63 per cent) of Canadians said they would not pay for healthcare
beyond what the government provides. The report notes that
partnerships between the public and private sectors could improve
options for better access to care that is closer to home.
Opportunities to improve the healthcare system
The research identified four key improvement areas to create a
better, more personalized and efficient care experience for
Canadians:
Focus on personalization: Three-quarters (75 per cent) of
Canadians said they would allow their healthcare provider to share
their personal health information, especially if it results in
better care for them, such as targeted advice on medication
and treatment based on their personal genetics.
Improve in-person and virtual access to care: Health
services that are closer to home can enhance access to care, such
as through pharmacies. In fact, about two-thirds (66 per cent) of
Canadians say they are comfortable receiving care, such as
administration of injectable drugs and vaccinations, from a
pharmacy. Additionally, virtual care, which has increased
dramatically during the pandemic, can help overcome access hurdles
by bringing clinical services to the palm of a patient's hand. The
research found 78 per cent of respondents who used virtual care or
telehealth, felt comfortable or neutral about their experience
and if given the choice, 44 per cent of respondents might choose a
virtual visit over in-person in the future.
Increase patient-provider engagement: More than half
(54 per cent) of Canadians tend to engage with their provider only
when they need care and conversely, 58 per cent of providers mostly
engage with patients if the patient initiates contact. There is a
need for a more proactive and preventative approach, and only 15
per cent of patients said their provider offers such an
approach.
Refine investment in digital health tools: Canadians
are comfortable with digital tools when they are used for
administrative tasks, like appointment scheduling and reminders,
but far less comfortable when such tools, including artificial
intelligence (AI), are used for diagnosis or treatment.
Accenture Health harnesses the power of technology and human
ingenuity to help clients improve access, experience, and outcomes
in healthcare. With the help of our innovative, technology-enabled
services, clients are delivering effective and personalized
experiences that humanize healthcare for all. For more information,
visit www.accenture.com/health.
Research Methodology
Accenture surveyed a
representative sample of 1,863 Canadians on their perceptions of
and experiences with Canada's
healthcare system. Confidential and anonymous answers were
collected by Dynata in May 2021.
Accenture also conducted interviews through its partner Atheneum,
with 10 senior executives of Canadian public and private healthcare
organizations during June and July
2021.
About Accenture
Accenture is a global professional services company with leading
capabilities in digital, cloud and security. Combining unmatched
experience and specialized skills across more than 40 industries,
we offer Strategy and Consulting, Interactive, Technology and
Operations services — all powered by the world's largest network of
Advanced Technology and Intelligent Operations centers. Our 699,000
people deliver on the promise of technology and human ingenuity
every day, serving clients in more than 120 countries. We embrace
the power of change to create value and shared success for our
clients, people, shareholders, partners, and communities. Visit us
at accenture.com.
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SOURCE Accenture