Younger consumers, including the Gen Z and millennial generations, are more dissatisfied with the quality of traditional healthcare services than older generations, a survey published by Accenture found.
Accenture, a management consulting company, surveyed more than 2,000 U.S. adults to evaluate their attitudes toward traditional and nontraditional healthcare service delivery. Traditional services include care received in hospitals, clinics or physicians' offices. Nontraditional services include walk-in clinics, retail clinics and virtual care.
The researchers categorized the survey respondents in five generations: silent generation (born 1928 to 1945); baby boomers (born 1946 to 1964); Gen Xers (born 1965 to 1980); millennials (born 1981 to 1996); and Gen Z (born 1997 onward).
The researchers asked survey participants, "Thinking about the traditional healthcare services you have used, how satisfied are you with the quality of those services?"
Here is the percentage of respondents who said they were "dissatisfied" and "very dissatisfied" with the following aspects of traditional care:
1. Effectiveness of treatment
Gen Z: 32 percent
Millennials: 12 percent
Gen Xers: 5 percent
Baby boomers: 4 percent
Silent generation: 5 percent
2. Convenience of location or channel
Gen Z: 24 percent
Millennials: 13 percent
Gen Xers: 8 percent
Baby boomers: 4 percent
Silent generation: 4 percent
3. Transparency about care (what test will be conducted and why)
Gen Z: 23 percent
Millennials: 13 percent
Gen Xers: 9 percent
Baby boomers: 9 percent
Silent generation: 3 percent
4. Efficient operations (e-billing)
Gen Z: 18 percent
Millennials: 16 percent
Gen Xers: 11 percent
Baby boomers: 8 percent
Silent generation: 5 percent