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Medicare-Aged Users Want a Digital Experience and Tools

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The trend of these consumers adopting digital health is no longer new. More “Digital Boomers” are entering Medicare eligibility every day with liquid expectations. Organizations that haven’t fit these consumers into their digital plans are lagging behind beneficiary needs.

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Medicare-Aged Users Want a Digital Experience and Tools

  1. 1. DEBUNKING MYTHS: DIGITAL MEDICARE BENEFICIARIES
  2. 2. MEDICARE-AGED USERS WANT A DIGITAL EXPERIENCE AND TOOLS. IT’S BEEN A LONG TIME COMING. The trend of these consumers adopting digital health is no longer new. More “Digital Boomers” are entering Medicare eligibility every day with liquid expectations. Organizations that haven’t fit these consumers into their digital plans are lagging behind beneficiary needs. SURPRISED? NOT CONVINCED? Data from our research on Medicare-aged Americans dispels some common myths around this population’s relationship with digital. YOUNG SENIORS ARE INDICATING GREATER USE OF DIGITAL IN THEIR DAILY LIVES. WE CAN EXPECT TO SEE THIS TREND CONTINUE AS YOUNGER GENERATIONS AGE. 0% 20% 40% 60% 80% 100%10% 30% 50% 70% 90% YOUNG SENIORS* OLDER SENIORS** TRADITIONAL DIGITAL SAVVYEXPERIMENTALTRANSITIONAL Source: Consumer Survey on Patient Engagement - 2018, Accenture Analysis DIGITAL SAVVY They make digital technology part of all dimensions in their life. Mobile access is key. EXPERIMENTAL They strive to leverage digital more broadly but may not always be able to do so. TRANSITIONAL They selectively engage in digital for utility value and discovering how the experience improves. TRADITIONAL They mostly rely on traditional channels and interactions. Even then, they leave digital traces. HIGHER DIGITAL INTENSITY *Age: 65-69 **Age: 70+
  3. 3. IT’S TIME TO DIGITIZE YOUR BENEFICIARY EXPERIENCE. AS YOU EMBARK ON YOUR TECH- ENABLED JOURNEY, KEEP IN MIND SOME KEY CONSIDERATIONS. READY TO EMBRACE DIGITAL? DESIGN FOR PEOPLE Seniors are no longer a customer group set apart. As the rate of change quickens thanks to technology, your recipients’ expectations will be ever more liquid. Embrace digital as a key component of customer service. CONSIDER COST TAKE OUT While digital health provides opportunities to improve your recipient experience, technology can also support cost reduction efforts. Driving recipients to lower cost support channels can result in lower operational costs across the board. SEEK STRATEGIC PARTNERS A partner that knows federal, your agency and your customers, and brings proven experience in digital health, provides the right blend of skills and expertise to help you meet your recipients’ digital needs. AMERICANS SAY THEY GO ONLINE1 >2 3/ REALITY: CONTRARY TO POPULAR BELIEF, SENIORS ARE NOT STUCK IN THE ANALOG WORLD. DIGITAL TECHNOLOGY IS PART OF LIFE FOR AMERICANS OF ALL AGES, NOT JUST FOR DIGITAL NATIVES AND TECHNOLOGY AFICIONADOS. MYTH #1: SENIORS DO NOT USE DIGITAL TOOLS. Seniors are most likely to say that using digital health for health management is important for understanding their conditions and medications. The reasons that seniors report for not using health technology regularly are revealing. Most don’t use digital health because they perceive their health is under control, not because it is too difficult to learn to use (9 percent).2 WOULD ACCEPT VIRTUAL ASSISTANCE IN HEALTH NAVIGATION3 ~50% AGED 65-69 MYTH #2: SENIORS DO NOT ENGAGE DIGITALLY TO PROBLEM SOLVE. SENIORS ARE INCREASINGLY TURNING TO DIGITAL CHANNELS TO ACCESS CUSTOMER SUPPORT TO GET THEIR QUESTIONS ANSWERED AND SOLVE PROBLEMS RELATED TO THEIR SERVICES. Seniors are using technology to engage service providers across industries, including health, and they expect to communicate with their health providers digitally. When it comes to doctors and hospitals, 42 percent of those 65+ use digital channels to learn or evaluate providers, to make purchases or subscribe to service, or to obtain customer service or support.3 1% OF SENIORS WHO DO NOT USE DIGITAL HEALTH TOOLS DO SO BECAUSE THEY DO NOT TRUST IT.2 ARE NOW THE MOST LIKELY TO SAY THEY’VE USED THEIR ELECTRONIC HEALTH RECORDS.3 65+ AMERICANS MYTH #3: SENIORS ARE NOT USED TO ABSORBING INFORMATION DIGITALLY. SENIORS’ ADOPTION OF DIGITAL INFORMATION CHANNELS IS RISING. AS TECHNOLOGY EMBEDS ITSELF IN DAY TO DAY LIFE, PEOPLE OF ALL AGES ARE BECOMING MORE COMFORTABLE WITH DIGESTING INFORMATION ONLINE. The information age is in full swing, and the Medicare- eligible population is along for the ride. From Social Media to smart phones and tablets, technology is disrupting the way we communicate and learn. Seniors are digesting digital content like the rest of the world - the population of 65+ Digital Video viewers grew by 35% in 2015, more than 7 times faster than the general population.4
  4. 4. ABOUT ACCENTURE Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions–underpinned by the world’s largest delivery network–Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With more than 442,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com Accenture is in no way promoting or intending to market any one particular solution or product or otherwise offer or market a medical device or clinical solution. Copyright ©2018 Accenture. Proprietary to Accenture. All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture. ABOUT ACCENTURE FEDERAL SERVICES Accenture Federal Services, a wholly owned subsidiary of Accenture LLP, is a U.S. company with offices in Arlington, Virginia. Accenture’s federal business has served every cabinet-level department and 30 of the largest federal organizations. Accenture Federal Services transforms bold ideas into breakthrough outcomes for clients at defense, intelligence, public safety, civilian and military health organizations. CONTACTS SCOTT OVERHOLT scott.c.overholt@accenture.com GREG ADLER greg.s.adler@accenturefederal.com ALISON BURKOWSKE alison.p.burkowske@accenturefederal.com Follow Accenture Federal Services on Twitter at @AccentureFed You can also follow us on LinkedIn FOLLOW US REFERENCES 1 “Tech Adoption Climbs Among Older Adults”, Pew 2 Consumer Survey on Patient Engagement - 2016, Accenture Analysis 3 Consumer Survey on Patient Engagement - 2018, Accenture Analysis 4 Silver Surfers Catch the Digital Wave, Accenture Analysis

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