what canadians think about virtual health care...what canadians think about covid-19 & virtual...
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WHAT CANADIANS THINK ABOUT VIRTUAL HEALTH CARE
NATIONWIDE SURVEY RESULTS - MAY 2020
HOW WE ACCESS HEALTH SERVICES IS
CHANGING TOO
COVID-19 PANDEMIC IS
SHIFTING MANY EXPERIENCES
METHODOLOGY
THE SURVEY WAS CONDUCTED WITH 1,800 CANADIAN RESIDENTS FROM MAY 14 TO 17, 2020. A RANDOM SAMPLE OF PANELISTS WERE INVITED TO COMPLETE THE SURVEY FROM A SET OF PARTNER PANELS BASED ON THE LUCID EXCHANGE PLATFORM. THESE PARTNERS ARE TYPICALLY DOUBLE OPT-IN SURVEY PANELS, BLENDED TO MANAGE OUT POTENTIAL SKEWS IN THE DATA FROM A SINGLE SOURCE.
THE MARGIN OF ERROR FOR A COMPARABLE PROBABILITY-BASED RANDOM SAMPLE OF THE SAME SIZE IS +/- 2.31%, 19 TIMES OUT OF 20.
THE DATA WERE WEIGHTED ACCORDING TO CENSUS DATA TO ENSURE THAT THE SAMPLE MATCHED CANADA’S POPULATION ACCORDING TO AGE, GENDER, EDUCATIONAL ATTAINMENT AND REGION. TOTALS MAY NOT ADD UP TO 100 DUE TO ROUNDING.
WHAT CANADIANS THINK ABOUT COVID-19 & VIRTUAL HEALTH CARE
WHILE MOST CANADIANS STILL RELY ON IN-PERSON CONTACT TO GET A DOCTOR’S ADVICE, ALMOST HALF HAVE ACCESSED ADVICE USING PHONE, EMAIL, VIDEOCONFERENCE, TEXT METHODS. SATISFACTION LEVELS ARE HIGH, ONLY MARGINALLY BELOW SATISFACTION LEVELS WITH IN-PERSON VISITS TO SEE A DOCTOR.
SINCE THE PANDEMIC, USE OF VIRTUAL METHODS HAS INCREASED, AND SATISFACTION LEVELS REMAIN SOLID, WITH ALL VIRTUAL METHODS PRODUCING HIGHER SATISFACTION THAN AN ER VISIT.
HOW WOULD YOU NORMALLY ACCESS THE CARE YOU NEED, IF YOU HAD AN ILLNESS OR MEDICAL CONDITION?
CANADA
COMPLEX NEEDS
ROUTINE NEEDS
BASIC NEEDS
LESS THAN ONCE/YEAR
ONCE/YEAR
MORE THAN ONCE/YEAR 2%
2%
1%
1%
3%
2%
3%
2%
1%
1%
2%
2%
2%
4%
5%
4%
3%
3%
3%
6%
5%
4%
4%
6%
4%
15%
14%
6%
11%
13%
12%
12%
19%
13%
15%
13%
14%
30%
16%
27%
30%
41%
39%
27%
33%
31%
76%
59%
39%
44%
68%
70%
61%
IN-PERSON CLINIC ER PHONE TELEHEALTH VIRTUAL SERVICE TEXT/EMAIL VIDEOCON
HOW WOULD YOU NORMALLY ACCESS THE CARE YOU NEED, IF YOU HAD AN ILLNESS OR MEDICAL CONDITION?
CANADA
URBAN/SUBURBAN
RURAL
UNDER 45
45 AND OLDER
MEN
WOMEN 2%
2%
2%
2%
2%
2%
2%
2%
2%
2%
2%
1%
2%
2%
2%
4%
2%
5%
2%
4%
3%
5%
4%
3%
6%
3%
5%
4%
11%
13%
13%
11%
13%
12%
12%
14%
18%
17%
15%
28%
14%
16%
31%
31%
24%
40%
24%
32%
31%
66%
57%
72%
49%
65%
61%
61%
IN-PERSON CLINIC ER PHONE TELEHEALTH VIRTUAL SERVICE TEXT/EMAIL VIDEOCON
HOW WOULD YOU NORMALLY ACCESS THE CARE YOU NEED, IF YOU HAD AN ILLNESS OR MEDICAL CONDITION?
CANADA
BC
AB
SK/MB
ON
QC
ATL 5%
2%
1%
3%
3%
2%
1%
3%
2%
2%
2%
2%
4%
2%
3%
5%
4%
4%
3%
3%
4%
5%
6%
6%
2%
4%
11%
12%
12%
15%
11%
13%
12%
29%
15%
15%
19%
16%
14%
16%
36%
26%
32%
26%
35%
34%
31%
66%
49%
66%
61%
66%
64%
61%
IN-PERSON CLINIC ER PHONE TELEHEALTH VIRTUAL SERVICE TEXT OR EMAIL VIDEOCON
20%
80%
NO FAMILY DOCTOR
HAVE A FAMILY
DOCTOR
HOW WOULD YOU NORMALLY ACCESS THE CARE YOU NEED, IF YOU HAD AN ILLNESS OR MEDICAL CONDITION?
IN-PERSON W/ MY DR
WALK-IN CLINIC
ER VISIT
PHONE W/ MY DR
TELEHEALTH
VIRTUAL HEALTH PROVIDER
VIDEO W/ MY DR
TEXT/EMAIL W/ MY DR 2%2%2%2%15%15%
24%77%
IN-PERSON W/ MY DR
WALK-IN CLINIC
ER VISIT
PHONE W/ MY DR
TELEHEALTH
VIRTUAL HEALTH PROVIDER
VIDEO W/ MY DR
TEXT/EMAIL W/ MY DR
8%8%
21%59%
THOSE WITH A FAMILY DOCTOR
THOSE WITH NO FAMILY DOCTOR
HAVE YOU EVER USED THE FOLLOWING METHODS TO ACCESS SERVICES FROM
A DOCTOR?
PHONE
VIRTUAL PROVIDER
TEXT
VIDEO 8%
7%
10%
13%
39%
2%
2%
2%
3%
8%
FREQUENTLY OCCASIONALLY
SATISFIED WITH THIS METHOD OF EXCHANGING INFORMATION & GETTING
ADVICE
18%
21%
21%
17%
9%
61%
59%
61%
61%
62%
20%
20%
18%
22%
29%
VERY SATISFIED SATISFIED DISSATISFIED
SINCE THE COVID-19 PANDEMIC WAS DECLARED, IF YOU NEEDED ADVICE FROM A DOCTOR, WHICH OF
THESE METHODS DID YOU USE?
IN-PERSON W/ MY DR
WALK-IN CLINIC
ER VISIT
PHONE W/ MY DR
TELEHEALTH
VIRTUAL HEALTH PROVIDER
VIDEO W/ MY DR
TEXT/EMAIL W/ MY DR
NONE OF THESE 42%
4%
6%
6%
7%
34%
5%
6%
10%
DID YOU GET ACCESS TO ADVICE IN TIMELY FASHION?
75%
82%
83%
72%
90%
68%
78%
92%
71%
86%
75%
61%
85%
62%
81%
93%
CONDITION RESOLVED SUCCESSFULLY
83%
90%
92%
77%
91%
74%
91%
98%
SATISFIED WITH EXPERIENCE OVERALL
SINCE THE COVID-19 PANDEMIC WAS DECLARED, IF YOU NEEDED ADVICE FROM A DOCTOR, WHICH OF THESE METHODS DID YOU USE?
CANADA
COMPLEX NEEDS
ROUTINE NEEDS
BASIC NEEDS
LESS THAN ONCE/YEAR
ONCE/YEAR
MORE THAN ONCE/YEAR 4%
5%
2%
3%
5%
5%
4%
5%
5%
4%
4%
4%
8%
5%
5%
6%
7%
7%
6%
5%
6%
5%
6%
8%
5%
7%
6%
6%
8%
5%
2%
4%
6%
8%
6%
5%
9%
7%
7%
7%
9%
7%
13%
7%
8%
8%
10%
13%
10%
50%
26%
16%
22%
37%
46%
34%
PHONE IN-PERSON TELEHEALTH VIDEOCON VIRTUAL SERVICE CLINIC ER TEXT OR EMAIL
SINCE THE COVID-19 PANDEMIC WAS DECLARED, IF YOU NEEDED ADVICE FROM A DOCTOR, WHICH OF THESE METHODS DID YOU USE?
CANADA
URBAN/SUBURBAN
RURAL
UNDER 45
45 AND OLDER
MEN
WOMEN 4%
4%
3%
5%
2%
4%
4%
4%
5%
5%
4%
6%
4%
5%
6%
6%
5%
7%
5%
6%
6%
5%
7%
4%
9%
3%
7%
6%
6%
5%
5%
6%
3%
6%
6%
7%
7%
4%
10%
5%
7%
7%
9%
10%
12%
8%
12%
9%
10%
36%
32%
40%
27%
34%
34%
34%
PHONE IN-PERSON TELEHEALTH VIDEOCON VIRTUAL SERVICE CLINIC ER TEXT OR EMAIL
CANADA
BC
AB
SK/MB
ON
QC
ATL 2%
1%
5%
3%
7%
4%
4%
10%
3%
5%
3%
2%
4%
5%
7%
5%
6%
8%
7%
6%
6%
6%
4%
8%
6%
5%
5%
6%
3%
2%
8%
4%
5%
8%
6%
6%
6%
8%
9%
4%
6%
7%
14%
6%
8%
13%
16%
12%
10%
44%
21%
37%
34%
39%
40%
34%
PHONE IN-PERSON TELEHEALTH VIDEOCON VIRTUAL SERVICE CLINIC ER TEXT OR EMAIL
SINCE THE COVID-19 PANDEMIC WAS DECLARED, IF YOU NEEDED ADVICE FROM A DOCTOR, WHICH OF THESE METHODS DID YOU USE?
WHAT CANADIANS THINK ABOUT COVID-19 & VIRTUAL HEALTH CARE
LOOKING TO THE FUTURE, 38% WOULD CHOOSE THE OPTION OF PHONE, VIDEO CONFERENCE, EMAIL OR TEXT RATHER THAN AN IN-PERSON CONSULTATION AS THE FIRST POINT OF CONTACT FOR A DOCTOR’S ADVICE.
MAJORITIES WOULD LIKE TO HAVE THE OPTION IN THE CASE OF EACH OF THESE VIRTUAL METHODS OF CONTACT WITH A DOCTOR.
IN-PERSON
VIRTUAL 38%
62%
IDEAL FIRST CONTACT
IN THE FUTURE, AFTER THE COVID-19 PANDEMIC IS
RESOLVED, SOME WOULD LIKE TO SEE THE FIRST POINT OF CONTACT WHEN YOU NEED MEDICAL ADVICE FROM A DOCTOR BE VIRTUAL (E.G.,
PHONE/TEXT/EMAIL/VIDEOCONFERENCE) RATHER
THAN AN IN-PERSON APPOINTMENT.
OTHERS SAY IT IS BETTER TO STAY WITH THE FIRST POINT OF
CONTACT BEING AN IN-PERSON EXAMINATION BY A
DOCTOR.
WHICH VIEW IS CLOSER TO YOURS?
CANADA
COMPLEX NEEDSROUTINE NEEDS
BASIC NEEDS
LESS THAN ONCE/YEARONCE/YEAR
MORE THAN ONCE/YEAR
USED VIRTUAL SINCE COVID
URBAN/SUBURBANRURAL
UNDER 4545 AND OLDER
MENWOMEN 61%
64%
68%56%
61%62%
60%
67%60%56%
61%64%60%
62%
39%36%
32%44%
39%38%
40%
33%40%44%
39%36%40%
38%
VIRTUAL IN-PERSON
IDEAL FIRST POINT OF CONTACT POST COVID-19
CANADA
BC
AB
SK/MB
ON
QC
ATL 61%
60%
62%
62%
68%
62%
62%
39%
40%
38%
38%
32%
38%
38%
VIRTUAL IN-PERSON
IDEAL FIRST POINT OF CONTACT POST COVID-19
IN THE FUTURE, WOULD YOU PREFER TO HAVE THE OPTION TO USE THE FOLLOWING METHODS TO EXCHANGE INFORMATION AND ACCESS
ADVICE FROM A DOCTOR?
PHONE
VIDEO
TEXT 45%
34%
32%
29%
30%
32%
33%
28%
17%
20%
21%
39%
8%
14%
14%
8%
FOR SURE PROBABLY OPEN TO CONSIDERING NO
IN-PERSON
PHONE
VIDEOCONFERENCE
EMAIL OR TEXT 8%
14%
20%
57%
RANKED 1ST
IF YOU HAD THE CHOICE IN THE FUTURE, WHICH WOULD YOU CHOOSE AS THE FIRST WAY YOU WOULD WANT TO SEEK A DOCTOR’S ADVICE?
CANADA
COMPLEX NEEDSROUTINE NEEDS
BASIC NEEDS
LESS THAN ONCE/YEARONCE/YEAR
MORE THAN ONCE/YEAR
USED VIRTUAL SINCE COVID USED VIRTUAL W/ FAMILY
URBAN/SUBURBANRURAL
UNDER 4545 AND OLDER
MENWOMEN 8%
8%
6%11%
6%9%
8%6%
5%9%
13%
9%8%9%
8%
15%14%
13%16%
11%15%
19%15%
13%15%
14%
14%14%
16%
14%
17%24%
19%20%
20%25%
18%21%
23%
20%20%
21%
20%
58%57%
64%49%
64%56%
53%54%
64%55%
50%
57%58%
54%
58%
IN-PERSON PHONE VIDEOCONFERENCE
21%19%
EMAIL OR TEXT
IF YOU HAD THE CHOICE IN THE FUTURE, WHICH WOULD YOU CHOOSE AS THE FIRST WAY YOU WOULD WANT TO SEEK A DOCTOR’S ADVICE?
CANADA
BC
AB
SK/MB
ON
QC
ATL 5%
8%
10%
4%
9%
7%
8%
13%
18%
13%
16%
8%
16%
14%
19%
26%
20%
18%
15%
17%
20%
63%
49%
57%
62%
68%
60%
58%
IN-PERSON PHONE VIDEOCONFERENCE EMAIL OR TEXT
IF YOU HAD THE CHOICE IN THE FUTURE, WHICH WOULD YOU CHOOSE AS THE FIRST WAY YOU WOULD WANT TO SEEK A DOCTOR’S ADVICE?
WHAT CANADIANS THINK ABOUT COVID-19 & VIRTUAL HEALTH CARE
THOSE WHO CONSULT A PHYSICIAN MORE THAN ONCE A YEAR ARE MORE INCLINED TO PREFER THE FIRST CONTACT TO BE AN IN-PERSON VISIT, BUT MORE THAN A THIRD OF THOSE PATIENTS WOULD PREFER A VIRTUAL CONTACT FIRST.
AMONG THOSE WHO CONSULT A PHYSICIAN LESS THAN ONCE A YEAR, HALF WOULD PREFER A VIRTUAL CONTACT AS A STARTING POINT.
<ONCE/YEAR ONCE/YEAR > ONCE/YEAR
44%
32%24%
NORMAL CONSULTATION WITH PHYSICIAN
THOSE WHO CONSULT MORE
THAN ONCE A YEAR
THOSE WHO CONSULT LESS
THAN ONCE A YEAR
IN-PERSON
PHONE
VIDEOCON
EMAIL OR TEXT 5%
13%
18%
63%
IF YOU HAD THE CHOICE IN THE FUTURE, WHICH WOULD YOU CHOOSE AS THE FIRST
WAY YOU WOULD WANT TO SEEK A DOCTOR’S ADVICE?
IN-PERSON
PHONE
VIDEOCON
EMAIL OR TEXT 13%
14%
23%
50%
COMPLEX FAIRLY ROUTINE BASIC
30%
56%
14%
WOULD YOU SAY YOUR MEDICAL NEEDS ARE
GENERALLY
THOSE WHO HAVE COMPLEX
NEEDS
THOSE WHO HAVE BASIC
NEEDS
IN-PERSON
PHONE
VIDEOCON
EMAIL OR TEXT 9%
16%
21%
54%
IF YOU HAD THE CHOICE IN THE FUTURE, WHICH WOULD YOU CHOOSE AS THE FIRST
WAY YOU WOULD WANT TO SEEK A DOCTOR’S ADVICE?
IN-PERSON
PHONE
VIDEOCON
EMAIL OR TEXT 9%
14%
20%
57%
WHAT CANADIANS THINK ABOUT COVID-19 & VIRTUAL HEALTH CARE
MANY PEOPLE BELIEVE THAT EXPANDING ACCESS TO VIRTUAL CARE WOULD BENEFIT PATIENTS (E .G. , CONVENIENCE FOR PATIENTS, TIMELINESS OF ROUTINE ADVICE, TESTS AND ACCESS TO SPECIALISTS) AND ALSO IMPROVE HEALTH OUTCOMES AND REDUCE HEALTH CARE COSTS FOR CANADA.
VERY FEW SEE DOWNSIDES IN MAKING THIS A MORE COMMON OPTION.
IF MORE PEOPLE USED VIRTUAL CONTACT AS THE FIRST POINT OF CONTACT IN THE FUTURE, WHAT WOULD BE THE IMPACT ON THE FOLLOWING THINGS?
CONVENIENCE FOR AVG PATIENTS
TIMELINESS OF ROUTINE ADVICE
COST OF HEALTH SYSTEM
TIMELY ACCESS TO SPECIALISTS
ACCESS TO TIMELY TESTS
OVERALL HEALTH OF CDNS
QUALITY OF CARE FOR ROUTINE NEEDS 19%
16%
13%
15%
8%
10%
9%
44%
48%
45%
41%
42%
40%
31%
25%
27%
28%
32%
35%
34%
39%
11%
10%
13%
13%
15%
16%
20%
A LOT BETTER BETTER NO BETTER/WORSE WORSE
CANADA
BC
AB
SK/MB
ON
QC
ATL 4%
3%
2%
2%
3%
3%
3%
11%
11%
15%
11%
12%
11%
13%
41%
50%
47%
45%
58%
45%
48%
30%
25%
28%
30%
19%
34%
27%
13%
12%
8%
12%
8%
8%
10%
A LOT BETTER NEITHER WORSE A LOT
IMPACT OF VIRTUAL CARE ON THE OVERALL LEVEL OF HEALTH OF CANADIANS
CANADA
BC
AB
SK/MB
ON
QC
ATL 1%
2%
2%
2%
2%
2%
2%
7%
7%
5%
9%
5%
4%
6%
45%
45%
41%
44%
47%
37%
42%
29%
26%
38%
32%
33%
45%
35%
17%
21%
13%
13%
13%
12%
15%
A LOT BETTER NEITHER WORSE A LOT
IMPACT OF VIRTUAL CARE ON THE OVERALL COST OF THE HEALTH CARE SYSTEM
CANADA
COMPLEX NEEDSROUTINE NEEDS
BASIC NEEDS
LESS THAN ONCE/YEARONCE/YEAR
MORE THAN ONCE/YEAR
USED VIRTUAL SINCE COVID USED VIRTUAL W/ FAMILY
URBAN/SUBURBANRURAL
UNDER 4545 AND OLDER
MENWOMEN 2%
2%
2%2%
2%2%
2%2%
2%2%2%
2%2%3%
2%
7%8%
8%7%
9%7%
7%8%
10%6%6%
6%8%
8%
7%
29%33%
30%32%
33%31%
27%24%
29%33%33%
35%31%26%
31%
40%39%
40%37%
34%40%
41%41%
36%43%40%
38%40%
36%
39%
21%19%
19%22%
21%20%
23%25%
24%16%19%
19%20%
26%
20%
A LOT BETTER NEITHER WORSE A LOT
IMPACT OF VIRTUAL CARE ON CONVENIENCE FOR THE AVERAGE PATIENT
CANADA
BC
AB
SK/MB
ON
QC
ATL 1%
2%
2%
2%
1%
2%
2%
7%
9%
8%
6%
10%
3%
7%
29%
35%
31%
31%
32%
24%
31%
34%
33%
40%
38%
41%
51%
39%
29%
21%
19%
22%
16%
20%
20%
A LOT BETTER NEITHER WORSE A LOT
IMPACT OF VIRTUAL CARE ON CONVENIENCE FOR THE AVERAGE PATIENT
HAVE YOU USED THE FOLLOWING WAYS TO STAY IN TOUCH WITH FRIENDS AND FAMILY DURING THE PANDEMIC?
FACETIME
ZOOM
SKYPE VIDEO
GOOGLE HANGOUTS
MICROSOFT TEAMS 75%
72%
54%
53%
47%
11%
13%
16%
14%
11%
10%
12%
24%
23%
28%
4%
3%
6%
11%
14%
FREQUENTLY OCCASIONALLY NO, PLAN TO NO, DON'T PLAN TO