ASTOUNDCOMMERCE.COM ASTOUND HEALTH REPORT 2023 +The Patient-Provider Experience A large and growing majority (71 percent) of consumers worldwide reported feeling knowledgeable when making decisions about their health, an increase of 13 percent over 2021. And an increasing number of consumers (56 percent) felt they can easily access their medical information online as needed, a 4 percent rise compared to last year. + Global consumers crave more personalization from their healthcare providers—over half of respondents (55 percent) said that personalization on a provider’s website is important to them, and 63 percent said they would fill63% out an online assessment in exchange for more personalization. However, just 37 percent of consumers reported actually filling out such an assessment, of consumers would fill out an suggesting that many healthcare organizations are missing an important tool online assessment in exchange when it comes to offering consumers the digital experience they want. for more personalization 20212022 + I am concerned about my medical I often read medical information Patients want a more I feel knowledgeable wheninformation being hacked or shared and health tips my healthcare making decisions about my healthwithout my knowledgeprovider sends to mepersonalized experience from their providers and are willing to 71%46%62% provide health information to get it 63%43%63% Meanwhile, amid well-publicized data breaches affecting millions of health consumers fr om San Antonio, 1 2 Texas, to Sydney, Australia, consumer concerns about hacking and misuse of data are on the rise: 46 percent of consumers expressed concern that their medical information might be hacked or inappropriately I would fill out an online health Experiencing a personalizedshared. Given that an average healthcare breach costs assessment if, in return, I was given I can easily access my medicalencounter on a healthcare provider’s US$10.1 million according to IBM Security’s Cost of a a more personalized experiencerecords whenever I need themwebsite is important to me3 Data Breach Report 2022, these concerns should be front and center for healthcare companies as well. 63%56%55% Transparency is the key to rebuilding trust: health 54% companies not only need to employ the most stringent data controls possible (adherence to HIPAA and GDPR at a bare minimum) but also communicate clearly to patients about how information is collected, stored, and used. In the same vein, patient consent needs to be presented openly and in clear language for users when they sign up for healthcare sites, never buried in long terms and conditions. Figure 8: Percentage of respondents who agree with each statement. A year-over-year comparison with 2021 is provided where possible. 14 15