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COVID-19: How Will It Change How Consumers Select Healthcare?

May 20, 2020

Nearly one-in-two adults (47 percent) will change how they access care following the pandemic, be more selective in the type of procedures they get, where they go for their procedures and the cost of their procedures, according to new survey findings from Sapphire Digital.

The new survey findings indicate that 43 percent of adults have had a health-care service canceled or delayed due to COVID-19, and 80 percent of adults plan to schedule or reschedule procedures in the next six months.

The survey reveals that many consumers will select care differently than they have in the past, looking for higher quality, lower cost and more accessible care options. This is further supported by the fact that nearly half (47 percent) of Americans age 18-64 surveyed are more concerned about the cost of health care now than they were before COVID-19.

Additionally, the survey revealed that more than eight-in-10 people would find both an online health-care navigation tool and live, personalized customer support to help compare costs and schedule appointments to be helpful. These types of tools are especially important for consumers to use as elective procedures resume across the country and consumers look to identify the best provider for their health and financial needs.

“Americans are looking for more information to help them select care and we have solutions that enable them to find high-quality care at the best price with personalized support to ease the navigation process,” said Kyle Raffaniello, Chief Executive Officer of Sapphire Digital.

The online survey, which was completed by 1,000 U.S. adults, was commissioned by Sapphire Digital and fielded by Dynata, a global market research firm, in April 2020.

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