Many Rush University Medical Center Health Consumers Want Major Changes in Health Care

Design and Delivery

Executive Summary

Findings from a groundbreaking Rush University Medical Center Survey have implications for providers, health plans, life science companies, policy makers and employers.

A November 2008 consumer health services survey by Chicago’s Rush University Medical Center for Health Solutions finds that many health consumers want more from their health care system than they’re currently getting – including greater online connection to health care providers and medical records, customized insurance coverage and wider access to emerging innovations such as retail clinics. Patients are demanding simpler and more transparent health information and instructions to optimize their health care treatment experience.

Figure 1: Zone of Health Care Consumer Activity

• HEALTH CARE CONSUMERISM

• Self-directed care

• Alternative non-conventional health services

• Financing

• Informational seeking

• Traditional health services

At the same time, consumers express anxiety about future health care costs and increasingly search for alternative medicines and services that can save them money and offer convenience. But many also say they are willing to pay extra for wellness programs, and to support or consider tax increases to cover the uninsured.

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The Rush University Medical Center Survey of Health Care Consumers, an onsite survey of more than 1,100 former Rush patients ages 18–75, provides an important and timely perspective on health care service consumerism. The survey assesses consumers’ behaviors, attitudes and unmet needs related to health, health care and health insurance. It also points to five discrete segments of the overall consumer market, providing a profile of their key characteristics and differences. Each segment presents opportunities and risks for health care industry stakeholders. The survey data provides valuable insights into ways health care providers, health plans, life sciences companies, policy makers and employers can work to close the gaps that exist between what consumers want and what they are currently getting. Among The Survey's Key Findings: ▪79 percent of consumers believe health care was an important issue in the 2008 election; 46 percent described it as one of the top three issues that impacted their vote ▪34 percent say they would use a retail clinic; 16 percent already have ▪60 percent want physicians to provide online access to medical records and test results, and online appointment scheduling; 1 in 4 consumers say they would pay more for the service ▪1 in 3 consumers say they want more holistic/alternative therapies in their treatment program ▪3 in 4 consumers want expanded use of in-home monitoring devices and online tools that would reduce the need for visits and allow individuals to be more active in their care ▪66 percent strongly favor or lean toward state-mandated health insurance, national health insurance ▪84 percent prefer generics to name-brand drugs ▪29 percent support a tax increase to help cover the uninsured; another 37 percent say they would consider a tax hike ▪Only 52 percent of consumers say they understand their insurance coverage ▪1 in 4 health consumers maintain a personal health record ▪ 3 out of 4 consumers find health information and communications very complicated David R Donohue, M.A. Qualitative Technologies, IncLake Forest, IL 60045

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