Consumers Say Convenience, Costs, Holistic Approach Are Key Factors Driving Health Care Preferences

Consumers reported convenience, costs, and communication with providers as important considerations driving their health care choices, according to a survey conducted by CVS Health.¹

The survey involved 1000 adult consumers and 400 providers, including specialists, pharmacists, nurse practitioners, and physician assistants, in the United States. It aimed to shed light on how consumers prefer to experience health care, as well as what barriers might exist preventing optimal outcomes, according to a corresponding CVS Health press release.²

"The pandemic changed nearly everything about our world including the way many consumers view the importance of their health," said Karen S Lynch, president and chief executive officer, CVS Health, in the press release.

Consumers expressed satisfaction with virtual care options, with 92% saying convenience is important when selecting a primary care provider and 37% reporting they opted for virtual visits to save time or money. Additionally, 53% of providers indicated that having a virtual option boosted the number of patient visits.

Costs play a role in consumers’ preferences as well. When selecting a provider, 86% and 92% of consumers said cost and in-network status are very or somewhat important factors to consider, respectively. A majority of providers (90%) indicated cost of care was a top concern for older adult patients, and 36% said most of their patients encountered challenges affording prescription drugs.

Findings also showed providers and consumers agreed that frequent communication was a valuable strategy for adherence to medication and treatment. Nearly all provider respondents (94%) said interventions such as text reminders or phone follow-ups impact a patient’s ability to adhere to a treatment plan, while most consumers (71%) said it was very or somewhat important to receive customized reminders for screenings and appointments.

Other key findings gathered from consumer responses were as follows:

• 81% said it was important for providers to be aware of their overall happiness, stress, and life satisfaction;
• 83% want their providers to know details such as family medical history, genetics, and inherited lifestyle habits;
• 59% reported their primary care physician was their most trusted provider, up from 49% in 2021; and
• 54% ranked a holistic approach to care, including diet, exercise, and counseling, as very or somewhat important to them.

Coordination between providers was important for improving health and outcomes, responded both consumers (83%) and providers (68%).

The findings demonstrate an increased focus on holistic health and wellness by consumers, many of whom delayed care during the COVID-19 pandemic, according to the press release.

References:

1. CVS Health. 2022 Health Care Insights Study. CVS Health; 2022. Accessed July 13, 2022. https://www.cvshealth.com/sites/default/files/cvs-health-care-insights-study-2022-report-executive-summary.pdf
2. Consumers want a more connected, personal health care experience, new CVS Health study reveals. News release. CVS Health; July 11, 2022.