Digital transformation spiked across society in the wake of a global pandemic that upturned much of what we had previously taken for granted. Few were supposedly as transformed as healthcare, however, where most primary care appointments moved to telehealth, digital sequencing of the virus proceeded at pace, and mobile apps helped to track and trace the virus as it spread throughout society.

A recent paper from Accenture explores the extent of the changes and the experience of Americans with digital health during the pandemic.  The company quizzed 1,755 people from across the United States to examine their views on the healthcare system in terms of the service experience, access, adoption of digital technology, and equity. Around 40% of the sample were people with existing conditions.

Minimal transformation

The analysis revealed that most digital transformation was in terms of providing virtual consultations, with a corresponding uptick in electronic health records to accompany that. There was not a particular surge in activity with any other digital health technology, with either stagnant growth or declining growth commonplace.

“While many advances were in reaction to challenges brought forth by the pandemic, there is room to build on these gains to work in revolutionary ways that put people at the center of care,” the authors write. “The signals we saw in our research revealed the need to embrace digital technologies that support health management and healthcare access, deliver better, emphatic experiences and facilitate greater trust.”

There was also not a great record in terms of these technologies improving the patient experience, with two-thirds of respondents saying they had suffered a negative healthcare experience, often as a result of the healthcare provider failing to listen properly to understand the patient’s needs and provide an emotionally sensitive response.

These negative experiences were shown to have a significant negative impact on the health of patients.  Of those who suffered a negative experience, roughly a third said they’d be less likely to look for medical care in future, with others reporting that they had stopped their treatment as a result.

Making a change

The study suggests that while many people did report improvements to their care as a result of digital technologies, these technologies were often not the first way people think of when they’re looking to access care.  Concerns were expressed around things such as data security and privacy, which strongly influenced people’s willingness to share medical data.

“Members of the healthcare ecosystem must present information about benefits more clearly to boost adoption and demonstrate to people how technology can support a more human healthcare experience,” the authors continue. “Ideally, digital technologies would support a cohesive experience, from virtual channels used at home or on the move to the doctor’s office and back, and they can help providers to spend more time caring for patients.”

A big part of this improved patient experience is also making things simpler and more coordinated. It may seem peculiar given the nature of the industry, but a strong desire for a more human and humane healthcare experience pervades the report, with patients expecting all players in the ecosystem to work effectively together to provide it.