Meet today’s health care consumer (INFOGRAPHIC)

Meet today's health care consumer It pays to know your customers – as health care organizations transition to more patient-centered care and anticipate a future that puts more decision-making power in consumers' hands, how can health care consumers' perspectives on care; their attitudes and behaviors be understood? Deloitte's 2012 Survey of U.S. Health Care Consumers has identified six distinct consumer segments* that navigate the system in very different ways. What makes each of them unique? *Comparative data points illustrate the highest and lowest responses between the segments. Six health care consumer segments Shop & Save active; seeks options and switches for value; saves for future health costs Out & About independent; prefers alternatives; wants to customize services 4% 9% Casual & Cautious not engaged; no current need; cost-conscious 34% Sick & Savvy 14% consumes considerable health care services & products; partners with physician to make treatment decisions health care consumer segments 17% 22% Content & Compliant happy with physician, hospital and health plan; trusting and follows care plans Online & Onboard online learner; happy with care but interested in alternatives & technologies Attitudes & behaviors matter most – every demographic cohort includes a mix of the 6 segments Seniors 15% 40% 14% 24% 6% 1% 1900-1945 Boomers 30% 24% 15% 18% 10% 3% 1946-1964 Gen X 39% 17% 19% 11% 10% 4% 1965-1981 Millennials 46% 16% 18% 5% 8% 7% 1982-1994 Prevention, preparation, & sense of accountability differ Healthy diet 80% 60% vs. Casual & Cautious Sick & Savvy Flu shot last season 21% vs. 58% vs. Casual & Cautious Sick & Savvy Well visit in the last year 38% vs. 89 say Casual & Cautious Sick & Savvy Have health insurance 66% vs. 93% Casual & Cautious Shop & Save Believe unhealthy Feel financially prepared to handle future health care costs consumer behaviors are a major health care cost driver 34% vs. 58% 8% vs. 27% Casual & Cautious Sick & Savvy Casual & Cautious Content & Compliant Independence, satisfaction, & adherence stand out Used a retail clinic last year 5% 18% vs. Casual & Cautious Shop & Save Prefer alternative/holistic approaches to standard medical care 1% vs. 46 out & About Content & Compliant Always take medications as directed 98% 9870 t & Compliant 65% vs. Casual & Cautious Interested in... Customizing a health plan 50% vs. 60% Content & Compliant Shop & Save Shopping on their own for a health plan 25% vs. 31% Vs. Content & Compliant Out & About Differentiated through online & innovative technology use Have an electronic health record 4% 2970 E Vs. Content & Compliant Online & Onboard Use online resources for information 30% vs. Casual & Cautious Out & About Interest in video conference consultations 31% vs. 577 s onboard Casual & Cautious Online & Onboard Interest in health apps 19% vs. Casual & Cautious Online & Onboard Interest in self-monitoring technologies 28% Vs. Casual & Cautious Online & Onboard Segments are slowly evolving over time... 34% 26% 22% 23% 21% 17% 15% 14% 11% 9% 4% 4% 2008 2012 2008 2012 2008 2012 2008 2012 2008 | 2012 2008 2012 Sick & Savvy Casual & Cautious Online & Onboard Shop & Save Content & Out & About Compliant What does this view of health care consumers mean for you? These distinctive attitude- and behavior-based market segments provide a new lens on consumers' perspectives on health and care. Consumer preferences and styles, how consumer segments commonly think and act can be the key to opening a whole new relationship with health care consumers. About the survey: Each year since 2008, the Deloitte Center for Health Solutions has surveyed a representative sample of up to 4,000 U.S. adults about their interest in and ability to operate in a consumer health care market. Visit www.deloitte.com/us/2012consumerism to read the entire survey and the survey methodology. The Deloitte Center for Health Solutions works each year to identify global, national, and local trends. We survey consumers, physicians, and employers to examine market responses and develop insights that help companies understand what's happening – what will happen next – and what to do about it. Learn more at www.deloitte.com/centerforhealthsolutions. As used in this document, "Deloitte" means Deloitte LLP. Please see www.deloitte.com/us/about for a detailed description of the legal structure of Deloitte LLP and its subsidiaries. This publication contains general information only and Deloitte is not, by means of this publication, rendering accounting, business, financial, investment, legal, tax, or other professional advice or services. This publication is not a substitute for such professional advice or services, nor should it be used as a basis for any decision or action that may affect your business. Before making any decision or taking any action that may affect your business, you should consult a qualified professional advisor. Deloitte shall not be responsible for any loss sustained by any person who relies on this publication. Deloitte. Deloitte Center for Health Solutions Follow @DeloitteHealth Meet today's health care consumer It pays to know your customers – as health care organizations transition to more patient-centered care and anticipate a future that puts more decision-making power in consumers' hands, how can health care consumers' perspectives on care; their attitudes and behaviors be understood? Deloitte's 2012 Survey of U.S. Health Care Consumers has identified six distinct consumer segments* that navigate the system in very different ways. What makes each of them unique? *Comparative data points illustrate the highest and lowest responses between the segments. Six health care consumer segments Shop & Save active; seeks options and switches for value; saves for future health costs Out & About independent; prefers alternatives; wants to customize services 4% 9% Casual & Cautious not engaged; no current need; cost-conscious 34% Sick & Savvy 14% consumes considerable health care services & products; partners with physician to make treatment decisions health care consumer segments 17% 22% Content & Compliant happy with physician, hospital and health plan; trusting and follows care plans Online & Onboard online learner; happy with care but interested in alternatives & technologies Attitudes & behaviors matter most – every demographic cohort includes a mix of the 6 segments Seniors 15% 40% 14% 24% 6% 1% 1900-1945 Boomers 30% 24% 15% 18% 10% 3% 1946-1964 Gen X 39% 17% 19% 11% 10% 4% 1965-1981 Millennials 46% 16% 18% 5% 8% 7% 1982-1994 Prevention, preparation, & sense of accountability differ Healthy diet 80% 60% vs. Casual & Cautious Sick & Savvy Flu shot last season 21% vs. 58% vs. Casual & Cautious Sick & Savvy Well visit in the last year 38% vs. 89 say Casual & Cautious Sick & Savvy Have health insurance 66% vs. 93% Casual & Cautious Shop & Save Believe unhealthy Feel financially prepared to handle future health care costs consumer behaviors are a major health care cost driver 34% vs. 58% 8% vs. 27% Casual & Cautious Sick & Savvy Casual & Cautious Content & Compliant Independence, satisfaction, & adherence stand out Used a retail clinic last year 5% 18% vs. Casual & Cautious Shop & Save Prefer alternative/holistic approaches to standard medical care 1% vs. 46 out & About Content & Compliant Always take medications as directed 98% 9870 t & Compliant 65% vs. Casual & Cautious Interested in... Customizing a health plan 50% vs. 60% Content & Compliant Shop & Save Shopping on their own for a health plan 25% vs. 31% Vs. Content & Compliant Out & About Differentiated through online & innovative technology use Have an electronic health record 4% 2970 E Vs. Content & Compliant Online & Onboard Use online resources for information 30% vs. Casual & Cautious Out & About Interest in video conference consultations 31% vs. 577 s onboard Casual & Cautious Online & Onboard Interest in health apps 19% vs. Casual & Cautious Online & Onboard Interest in self-monitoring technologies 28% Vs. Casual & Cautious Online & Onboard Segments are slowly evolving over time... 34% 26% 22% 23% 21% 17% 15% 14% 11% 9% 4% 4% 2008 2012 2008 2012 2008 2012 2008 2012 2008 | 2012 2008 2012 Sick & Savvy Casual & Cautious Online & Onboard Shop & Save Content & Out & About Compliant What does this view of health care consumers mean for you? These distinctive attitude- and behavior-based market segments provide a new lens on consumers' perspectives on health and care. Consumer preferences and styles, how consumer segments commonly think and act can be the key to opening a whole new relationship with health care consumers. About the survey: Each year since 2008, the Deloitte Center for Health Solutions has surveyed a representative sample of up to 4,000 U.S. adults about their interest in and ability to operate in a consumer health care market. Visit www.deloitte.com/us/2012consumerism to read the entire survey and the survey methodology. The Deloitte Center for Health Solutions works each year to identify global, national, and local trends. We survey consumers, physicians, and employers to examine market responses and develop insights that help companies understand what's happening – what will happen next – and what to do about it. Learn more at www.deloitte.com/centerforhealthsolutions. As used in this document, "Deloitte" means Deloitte LLP. Please see www.deloitte.com/us/about for a detailed description of the legal structure of Deloitte LLP and its subsidiaries. This publication contains general information only and Deloitte is not, by means of this publication, rendering accounting, business, financial, investment, legal, tax, or other professional advice or services. This publication is not a substitute for such professional advice or services, nor should it be used as a basis for any decision or action that may affect your business. Before making any decision or taking any action that may affect your business, you should consult a qualified professional advisor. Deloitte shall not be responsible for any loss sustained by any person who relies on this publication. Deloitte. Deloitte Center for Health Solutions Follow @DeloitteHealth