ASTOUNDCOMMERCE.COM ASTOUND HEALTH REPORT 2023 + Pain Points & Disruptions Healthcare Disruptions 2021 2022 From delays in non-urgent procedures to supply A shortage of prescribed medication 17% 16% chain issues impacting the delivery of prescription medications, the pandemic wreaked havoc on patients and providers alike. Fortunately, our survey indicates that fewer consumers experienced shortages in prescription medications, delays in A delay in receiving medical receiving medical supplies or equipment, and equipment or medical supplies 17% 13% difficulties scheduling medical procedures. However, we saw a 13 percent increase in patients who experienced difficulty receiving test results and doctor call-backs, suggesting that ongoing staffing issues continue to rile the patient experience. And while Inability or a delay in scheduling 21% 18% just 16 percent of global respondents encountered a a medical procedure shortage of prescribed medication, those numbers rose to 29 percent and 27 percent for those in MENA and LATAM, respectively, suggesting that supply chain disruptions in these regions are still having a major impact on health consumers. Unable to schedule a timely in-person 26% 24% appointment with your physician Inability to reach your healthcare provider for health-related 15% 15% + questions/concerns Did not receive the results of a diagnostic test (e.g., heart scan, X-ray, 6% 9% 16% etc.) OR the results were delayed of global respondents encountered a shortage of prescribed medication Did not receive a call-back from 13% 16% + your healthcare provider The worst disruptions have eased, but pandemic strain on the healthcare system is still impacting Did not experience any of these 40% 48% the patient experience Figure 24: Year-over-year comparison of global respondents who reported experiencing each disruption in 2022 and 2021. 32 33