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Millennial and Gen Z Consumers Pave Way for Non-Traditional Care Models

Millennial and Gen Z consumers are dissatisfied with traditional healthcare—very dissatisfied, according Accenture’s 2019 Digital Health Consumer Survey. The global consulting firm surveyed more than 2,000 U.S. consumers and found that younger consumers are paving the way for non-traditional care models, such as virtual care and retail walk-in clinics.

When considering traditional in-person care, Millennials (ages 22 to 38 in 2019) were two to three times more likely than Baby Boomers (ages 55 to 73) to be dissatisfied with: the convenience of appointment times (16% vs 6%); the location/channel of care (13% vs 4%); the effectiveness of the care (12% vs 4%).

Gen Zers (ages 18 to 21) are even unhappier, with 32% dissatisfied with care effectiveness, and 24% dissatisfied with the medication prescribed, the location/channel of care, cost of treatment and responsiveness to follow-up questions.

Slightly more than half (55%) of Gen Zers and two-thirds (67%) of Millennials said they have a primary care physician, compared with 84% of Baby Boomers. Without a primary care physician, some Millennials are seeking some types of routine medical services from retail clinics (41%) and virtual care (39%).

Non-traditional methods of care have made rapid inroads across all age groups in recent years, with the survey finding that nearly one-third (29%) of respondents have used some form of virtual care—up from 21% in 2017—and almost half (47%) have used a walk-in/retail clinic.

The use of digital for self-service healthcare is also on the rise. Fifty-one percent of all respondents said they use a wearable or mobile app to manage their lifestyle and healthcare conditions, and 53% use virtual nurses to monitor health conditions, medications, and vital signs.

“As more patients take control of their own healthcare, provider organizations must offer meaningful choices that fulfill the needs of all generational groups,” said Kaveh Safavi, M.D., J.D., head of Accenture’s global health practice.

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