Annual survey of 1,000 Americans reveals increased dissatisfaction with data availability and innovation, even though the technology exists today for a safer, more convenient and connected healthcare experience.

1. 2016 Connected Care and
the Patient Experience
Annual survey of 1,000 Americans reveals increased dissatisfaction with
data availability and innovation, even though the technology exists today
for a safer, more convenient and connected healthcare experience.

2. Most patients believe that
their medical information
should be electronically
stored and shared in one
central location.
KEY FINDING 1:

3. Patients want someone to have centralized
access to their medical information, and believe
their doctors are wasting time without it.
of patients believe
someone should
have complete
access to their
medical records.
98%
feel doctors would
save time if their
patients’ medication
history was in one
location.
93%

4. For patients, it’s not just about convenience.
It’s about avoiding medical errors.
9 in 10 patients believe that their doctor would
be less likely to prescribe the wrong medication
if they had more complete information.

5. Patients feel that they’re at risk when their
doctors don’t have access to their medical records.
9 in 10 patients believe that lives are at stake when
their doctors don’t have their complete medication history.

6. Most patients are willing to share more
general information about their health.
77%
will share
physical
information.
51%
will share
mental health
information.
69%
will share
insurance
information.

7. The lack of a central electronic location
for health records forces patients
to take matters into their own hands.
58%
of patients have
attempted to compile
their own medical history.

8. Patients are increasingly
unhappy with the state of
health data access and sharing,
whether at the doctor’s office
or the pharmacy.
KEY FINDING 2:

9. Patients are spending more time relaying their
medical history than they think they should.
Patients report an average of
8 minutes spent on paperwork plus
8 minutes spent verbally sharing their
medical history per doctor’s visit.
80% of patients feel they should
fill out paperwork at the doctor’s
office only on their first visit.

10. And the effort? It’s just too much.
54%
say renewing a
driver’s license
requires less
paperwork.
37%
say opening a
bank account
requires less
paperwork.
32%
say applying
for a marriage
license requires
less paperwork.

11. And the prescription process? It’s a pain point,
especially when there’s paper involved.
4 in 10 patients are less likely to visit a doctor who does
not have the ability to process a prescription electronically.

12. Unpleasant surprises at the pharmacy
make the experience worse for patients.
of patients have been
told at the pharmacy
that they need to
wait due to prior
authorization.
35%
of patients are
surprised to learn
the cost of their
medication at the
pharmacy.
42%
of patients are
frustrated by having
to talk with
pharmacists about
what their insurance
will cover.
45%

13. More patients want
new and innovative ways
to receive care and get
prescriptions.
KEY FINDING 3:

14. More than just a nice-to-have, patients are
expecting remote care settings—and soon.
52%
of patients expect
doctors to offer
remote visits.
36%
of patients believe
that most doctor
appointments will
be remote in the next
10 years.

15. Patients want the flexibility of
telehealth or remote care settings when
it comes to prescriptions, too.
Would trust a prescription
from a remote doctor
Feel getting a prescription remotely
would be easier than in person
64%
Feel getting a prescription remotely
would be faster than in person
70%
64%

16. The technology to share patient health
information exists today, but patient
satisfaction continues to suffer because:
• Patients expect their doctor to have complete access
to their medical records, but most still feel too heavily
relied upon to recite it themselves.
• As a result, the healthcare consumer experience is
largely unsatisfactory.
• The healthcare system must adapt to meet the consumer
demand for innovative care settings like telehealth.
SUMMARY