Cisco Study Reveals 74 Percent of Consumers Open to Virtual Doctor Visit
Results of Global Customer Experience Report Focused on Health Care
Demonstrate Shift in Consumer Attitudes Toward Personal Data,
Telemedicine and Access to Medical Information
NEW ORLEANS, LA -- (Marketwire) -- 03/04/13 -- Cisco (NASDAQ: CSCO)
today announced at the Healthcare Information and Management Systems
Society Conference the results of the Cisco Customer Experience
Report focused on health care. The global report examined the
perceptions of consumers and health care decision makers (HCDMs) on
the patient experience in health care.
The results of the report demonstrate that as information,
technology, bandwidth, and integration of the network become the
center of the "new world," both human and digital aspects are key
parts to the overall patient experience. These components lead to
more real-time, meaningful patient and doctor interaction.
The survey studied the views of consumers and HCDMs on sharing
personal health data, participating in in-person medical consultation
versus remote care and using technology to make recommendations on
personal health. Views on these topics differed widely between the
two groups (consumers and HCDMs) and the ten geographies surveyed
The global report conducted in early 2013, includes responses from
1,547 consumers and HCDMs across ten countries. Additionally,
consumers and HCDMs were polled from a wide variety of backgrounds
and ages within each country.
Privacy and Personal Service
This portion of the survey focused on
how comfortable consumers and HCDMs are with sharing personal health
and medical information for a better experience. Overall, health care
practitioners were more willing to share personal and private
information than patients or other citizens. The degree to which all
clinicians, patients and citizens are willing to share personal
health information and to improve the quality of care varies by
-- Most consumers are comfortable with having all of their health records
securely available on the cloud except for those in Germany and
-- Nearly half of the consumers surveyed and two-thirds of the HCDMs
surveyed would be comfortable sharing and receiving health information
through social media channels.
-- Most North American consumers -- nearly eighty percent -- are
comfortable submitting a complete medical history and diagnostic
information to help ensure they have all the information available to
treat them and offer the most personal diagnosis possible. Ninety
percent of Russian consumers expressed comfort, while fifty percent of
Japanese customers expressed discomfort with the idea of submitting
-- Though roughly half of HCDMs believe data protection is adequate for
protecting health and medical data privacy in their respective
countries, fewer consumers believe data protection is adequate. The
largest discrepancy among consumers and HCDMs is observed in Brazil,
as approximately two-thirds of consumers feel data protection in their
country is adequate while about 8 in 10 HCDMs believe otherwise. In
the U.S., close to sixty percent of HCDMs expressed confidence while
only forty percent of consumers shared that sentiment.
In-Person vs. Virtual Customer Service
The report findings challenged
the assumption that face-to-face interaction is always the preferred
health care experience. While consumers still depend heavily on in
person medical treatments, given a choice between virtual access to
care and human contact, three quarters of patients and citizens would
choose access to care and are comfortable with the use of technology
for the clinician interaction.
-- Three quarters of consumers indicate they are comfortable with the
idea of communicating with doctors using technology instead of seeing
them in person.
-- In China, Russia and Mexico, nearly three-quarters of consumers would
be comfortable communicating with a specialist using virtual
technology (e.g. video chatting, text messaging) for a health
-- More than 60 percent of consumers from Germany, Japan and the U.S.
indicate being comfortable with the idea of being treated by a
specialist using virtual technology.
-- Patients and citizens will give up anything, including cost,
convenience and travel, to be treated at a perceived leading health
care provider to gain access to trusted care and expertise.
How Much Do Consumers and HCDMs Rely on Technology?
As machines become
connected and networked, they play an even larger role in the overall
health care experience. Interest in accessing health information on
mobile devices is growing rapidly and is the No. 1 topic of consumer
interest In Mexico, Brazil and China.
-- About 4 in 10 consumers indicate they would be interested in receiving
recommendations about doctors, hospitals, me
automatically through their computer or mobile devices.
-- While the majority of consumers who have health care apps on their
mobile devices indicate their apps are related to healthy eating and
exercise, 25 percent indicate they are for chronic disease
-- Nearly one in four indicates receiving health-related reminders on
-- "The patient and care provider experiences are top of mind in health
care around the world. Due to the increasing convergence of the
digital and physical, there is an opportunity to provide increased
collaboration and information sharing among providers to improve the
care experience and operate more efficiently," said Kathy English,
Public Sector and Healthcare Marketing, Cisco.
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