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making in healthcare: The role of information transparency</div></h1></div><div data-component="mdc-c-description" class="mdc-c-description___SrnQP_2734c4f mdc-u-ts-10 mck-u-animation-blur-in-800 ArticleDefault_mck-c-article-default__description__sjoe9"><div><time datetime="2020-07-13T00:00:00Z">July 13, 2020</time> | Article</div></div></div></div></div></div></div><div class="mck-o-container"><div class="mck-o-container--wrapped mck-o-container--mobile-spacing mdc-u-grid mdc-u-grid-gutter-xxl"><section data-layer-region="article-body-header" class="mdc-u-grid mdc-u-grid-col-md-12 mck-u-animation-blur-in-400 byline-share-container"><div class="mdc-u-grid-col-md-start-2 mdc-u-grid-col-md-end-8 mdc-u-grid-col-lg-start-3 mdc-u-grid-col-lg-end-8 mdc-u-ts-9"><span> </span><span class="AuthorsByLine_mck-c-authors-byline__author__XdrlD"><span class="AuthorsByLine_mck-c-authors-byline__no-wrap__Ced0j"><a data-component="mdc-c-link" href="/our-people/jenny-cordina" class="mdc-c-link-inline___7DRrt_2734c4f mdc-c-link-inline--secondary___YKoOK_2734c4f"><span class="mdc-c-link__label___Pfqtd_2734c4f">Jenny Cordina</span></a><span> </span></span></span><span class="AuthorsByLine_mck-c-authors-byline__author__XdrlD"><span class="AuthorsByLine_mck-c-authors-byline__no-wrap__Ced0j">Sarah Greenberg</span></span></div><div class="mdc-u-grid-col-md-start-8 mdc-u-grid-col-md-end-12 mdc-u-grid-col-lg-start-8 mdc-u-grid-col-lg-end-11 ArticleContent_mck-c-article-content__share-tools__kWRRw"></div></section><section class="mdc-u-grid mdc-u-grid-col-md-12 mck-u-animation-blur-in-400"><div class="mdc-u-grid-col-md-start-2 mdc-u-grid-col-md-end-12 mdc-u-grid-col-lg-start-3 mdc-u-grid-col-lg-end-11"><div data-component="mdc-c-description" class="mdc-c-description___SrnQP_2734c4f mdc-u-ts-5"><div class="mck-u-links-inline">When armed with transparent information, consumers are likely to make different decisions. These decisions include choosing a different provider, often considering reputation, quality, and costs.</div></div></div></section><main data-layer-region="article-body" class="mdc-u-grid mdc-u-grid-gutter-xxl"><div class="mdc-u-grid mdc-u-grid-col-1 mdc-u-grid-col-md-12"><div class="mdc-u-grid-col-md-start-2 mdc-u-grid-col-md-end-12 mdc-u-grid-col-lg-start-3 mdc-u-grid-col-lg-end-11"><div class="mdc-o-content-body mck-u-dropcap"><div class="mck-o-sidebar mck-o-xs-right-span"><div data-component="mdc-c-module-wrapper" data-module-theme="default" data-module-background="transparent" data-module-category="" class="DownloadsSidebar_mck-c-downloads-sidebar__iFmyt mck-o-xs-right-span"><div data-layer-region="downloads-right-rail"><h3 data-component="mdc-c-heading" class="mdc-c-heading___0fM1W_2734c4f mdc-c-heading--title___5qyOB_2734c4f mdc-c-heading--border___K8dj3_2734c4f"></h3><div><div data-component="mdc-c-link-container" class="mdc-c-link-container___xefGu_2734c4f"><a data-component="mdc-c-link" href="#/download/%2F~%2Fmedia%2Fmckinsey%2Findustries%2Fhealthcare%20systems%20and%20services%2Four%20insights%2Fconsumer%20decision%20making%20in%20healthcare%2Fconsumer-decision-making-in-healthcare-the-role-of-information-transparency.pdf%3FshouldIndex%3Dfalse" class="DownloadsSidebar_mck-c-downloads-sidebar__download-link__fPqFQ mdc-c-link___lBbY1_2734c4f" target="_self" data-layer-event-prefix="Download Link" data-layer-action="click" data-layer-report-type="" data-layer-file-name="consumer-decision-making-in-healthcare-the-role-of-information-transparency" data-layer-report-name="consumer-decision-making-in-healthcare-the-role-of-information-transparency>"><span data-component="mdc-c-icon" class="mdc-c-icon___oi7ef_2734c4f mdc-c-icon--size-md___yi5fA_2734c4f mck-download-icon"></span><span class="mdc-c-link__label___Pfqtd_2734c4f"> (PDF-866 KB)</span></a></div></div></div></div></div> <p><em><strong>Authors’ Note:</strong> These survey results reflect pre-COVID-19 answers and sentiments. For the latest in consumer feedback, please visit <a href="/industries/healthcare/our-insights">https://www.mckinsey.com/industries/healthcare-systems-and-services/our-insights</a>.</em></p> <p><strong>As consumers experience more information transparency across various industries, many expect more accessible, user-friendly data around healthcare.</strong> The result has left some entities struggling to keep up with rising expectations, while others have adjusted by lowering prices, improving quality of services, and focusing on patient experiences.</p> <p>Still, despite these consumer preferences and push, in our 2019 Consumer Health Insights Survey, only a fraction of respondents said they have been able to retrieve the information they sought when making healthcare decisions, contributing to low satisfaction.<span class="FootNote_footnote-holder__tjRqy"><a aria-label="footnote" href="javascript:void(0);" class="FootNote_footnote-wrapper__AIRwL undefined FootNote_inactive__VZfCp" aria-describedby="4b495dcf-239c-4612-a870-8fa8d904c87c"><sup class="FootNote_footnotesup__e73z_">1</sup><span class="FootNote_notch-wrapper__b_5NS"><span class="FootNote_notch__omKtY"></span></span><span class="FootNote_tooltip__QtrbA mdc-u-mt-2"><span class="FootNote_footnote-content__r2OVl"><span id="4b495dcf-239c-4612-a870-8fa8d904c87c" aria-hidden="true" data-module-theme="light" class="FootNote_footnote-text__VjKgO mck-u-links-inline">Forty-five percent of respondents reported dissatisfaction with their ability to figure out the cost of a service, and 45 percent of respondents said they were not satisfied with their ability to find out if there are lower-cost options for treatments (ranked 1–7 on a 10-point scale). This lack of information transparency corresponded to negative effects on a consumer’s overall experience. When respondents were asked to rank their satisfaction, they repeatedly ranked information transparency areas, such as understanding the cost of care, understanding their bill, and finding the right provider, as points of low satisfaction that negatively affected their healthcare experience. 2019 Consumer Health Insights research (CHI), QIJ3. How would you rate your satisfaction in each of the following areas? Scale 1 (highly dissatisfied) to 10 (highly satisfied).</span></span></span></a></span> Our analysis shows that when respondents can access relevant information when making a healthcare decision, they will choose an option that best meets their needs. They often look for lower costs, even if it means making other trade-offs (for example, a more convenient location).<span class="FootNote_footnote-holder__tjRqy"><a aria-label="footnote" href="javascript:void(0);" class="FootNote_footnote-wrapper__AIRwL undefined FootNote_inactive__VZfCp" aria-describedby="471bd94e-59cb-4054-b981-41d731fe9324"><sup class="FootNote_footnotesup__e73z_">2</sup><span class="FootNote_notch-wrapper__b_5NS"><span class="FootNote_notch__omKtY"></span></span><span class="FootNote_tooltip__QtrbA mdc-u-mt-2"><span class="FootNote_footnote-content__r2OVl"><span id="471bd94e-59cb-4054-b981-41d731fe9324" aria-hidden="true" data-module-theme="light" class="FootNote_footnote-text__VjKgO mck-u-links-inline">2019 CHI, FJB2. Imagine that you went to your health insurer’s website where they provide the following information. Based on this information, which facility best meets your needs?</span></span></span></a></span></p> <p>More than 60 percent of patients report they want more information when deciding where to get care.<span class="FootNote_footnote-holder__tjRqy"><a aria-label="footnote" href="javascript:void(0);" class="FootNote_footnote-wrapper__AIRwL undefined FootNote_inactive__VZfCp" aria-describedby="64a219e3-8469-482c-94fe-a2074db28da0"><sup class="FootNote_footnotesup__e73z_">3</sup><span class="FootNote_notch-wrapper__b_5NS"><span class="FootNote_notch__omKtY"></span></span><span class="FootNote_tooltip__QtrbA mdc-u-mt-2"><span class="FootNote_footnote-content__r2OVl"><span id="64a219e3-8469-482c-94fe-a2074db28da0" aria-hidden="true" data-module-theme="light" class="FootNote_footnote-text__VjKgO mck-u-links-inline">2019 CHI, QDJ1. How important is the following information when you’re deciding where to get care?</span></span></span></a></span> In a world of limited information, some patients chose to look for more information, while nearly 49 percent of respondents stated that they instead chose to follow the recommendation for care from their doctor, clinician, or health insurer.</p> <p>In our analysis, about 90 percent of respondents chose the lower-cost, in-network options that were of average quality over the higher-quality,<span class="FootNote_footnote-holder__tjRqy"><a aria-label="footnote" href="javascript:void(0);" class="FootNote_footnote-wrapper__AIRwL undefined FootNote_inactive__VZfCp" aria-describedby="9a221cf1-1d97-4684-9325-0941b7b6ce66"><sup class="FootNote_footnotesup__e73z_">4</sup><span class="FootNote_notch-wrapper__b_5NS"><span class="FootNote_notch__omKtY"></span></span><span class="FootNote_tooltip__QtrbA mdc-u-mt-2"><span class="FootNote_footnote-content__r2OVl"><span id="9a221cf1-1d97-4684-9325-0941b7b6ce66" aria-hidden="true" data-module-theme="light" class="FootNote_footnote-text__VjKgO mck-u-links-inline">Respondents defined “quality” as both quality of experience and quality of health outcomes: 53 percent of respondents define the quality of their healthcare by their personal experience, and 51 percent define quality by the type of health outcomes that they see after receiving care.</span></span></span></a></span> higher-cost options. Our research suggests that providing consumers with better and more accessible information could have a profound impact on how decisions are made (Exhibit 1).</p> <div data-component="mdc-c-module-wrapper" data-module-theme="default" data-module-background="transparent" data-module-category="" class="mck-c-inline-module-container mck-o-md-center"><div class="mdc-u-grid mdc-u-grid-gutter-lg mdc-u-grid-col-sm-1 mdc-u-grid--align-start mdc-u-mb-3 GenericItem_mck-c-generic-item__sGwKL"><div data-component="mdc-c-content-block" class="mdc-c-content-block___7p6Lu_2734c4f mdc-u-grid-gutter-xs GenericItem_mck-c-generic-item__content__gq1m0"><div class="mck-c-eyebrow mdc-u-ts-10"><span> 1</span></div></div></div><div class="mck-u-inline-module-border-top mck-u-inline-module-border-bottom"><picture data-component="mdc-c-picture" class="Exhibit_mck-c-exhibit__image__pyIDm"><source media="(min-width: 768px)" srcSet="/~/media/mckinsey/industries/healthcare%20systems%20and%20services/our%20insights/consumer%20decision%20making%20in%20healthcare/svg_infotransparency_exhibit1a.svgz?cq=50&cpy=Center"/><img alt="The importance of information when deciding on where to receive care." src="/~/media/mckinsey/industries/healthcare%20systems%20and%20services/our%20insights/consumer%20decision%20making%20in%20healthcare/svg_infotransparency_exhibit1a.svgz?cq=50&cpy=Center" loading="lazy"/></picture></div><div class="mck-u-sr-only"></div></div> <h2>What does care look like in a world where consumers have more transparency of information?</h2> <p>Consumers have driven certain healthcare businesses to adapt and meet their expectations. These adaptations include:</p> <ul> <li><strong>Lowered price:</strong> The cost of elective surgeries, such as LASIK surgery, breast augmentation, and eyelid lifts, has decreased 10 to 15 percent cumulatively over the last decade, enabled by technology advances that now allow these entire procedures to take around 10 minutes.<span class="FootNote_footnote-holder__tjRqy"><a aria-label="footnote" href="javascript:void(0);" class="FootNote_footnote-wrapper__AIRwL undefined FootNote_inactive__VZfCp" aria-describedby="7bfcef67-6fbe-49cc-bc60-000d086f2bfc"><sup class="FootNote_footnotesup__e73z_">5</sup><span class="FootNote_notch-wrapper__b_5NS"><span class="FootNote_notch__omKtY"></span></span><span class="FootNote_tooltip__QtrbA mdc-u-mt-2"><span class="FootNote_footnote-content__r2OVl"><span id="7bfcef67-6fbe-49cc-bc60-000d086f2bfc" aria-hidden="true" data-module-theme="light" class="FootNote_footnote-text__VjKgO mck-u-links-inline">All About Vision, allaboutvision.com; “National Health Expenditure Accounts,” Centers for Medicare & Medicaid Services, 2018, cms.gov; “Plastic Surgery Statistics,” American Society of Plastic Surgeons, 2005–18, plasticsurgery.org; The LASIK Vision Institute, lasik.com.</span></span></span></a></span> By comparison, the price of nonelective surgeries, like childbirth delivery, has increased by up to four times over the same time period.<span class="FootNote_footnote-holder__tjRqy"><a aria-label="footnote" href="javascript:void(0);" class="FootNote_footnote-wrapper__AIRwL undefined FootNote_inactive__VZfCp" aria-describedby="84f3156d-c9d7-4031-ba8a-30a938fb83cd"><sup class="FootNote_footnotesup__e73z_">6</sup><span class="FootNote_notch-wrapper__b_5NS"><span class="FootNote_notch__omKtY"></span></span><span class="FootNote_tooltip__QtrbA mdc-u-mt-2"><span class="FootNote_footnote-content__r2OVl"><span id="84f3156d-c9d7-4031-ba8a-30a938fb83cd" aria-hidden="true" data-module-theme="light" class="FootNote_footnote-text__VjKgO mck-u-links-inline">Stranges E, Wier LM, and Elixhauser A, <em>Complicating Conditions of Vaginal Deliveries and Cesarean Sections</em>, 2009, HCUP Statistical Brief #131, Agency for Healthcare Research and Quality, last modified May 13, 2016, hcup-us.ahrq.gov.</span></span></span></a></span></li> <li><strong>Improved quality of services:</strong> As the price of some elective consumer services declined, the quality of those same services has improved. For example, when LASIK first debuted in the 1990s, 60 percent of patients had 20/20 range of vision after surgery. Today, those numbers have improved dramatically, with more than 90 percent achieving perfect vision.<span class="FootNote_footnote-holder__tjRqy"><a aria-label="footnote" href="javascript:void(0);" class="FootNote_footnote-wrapper__AIRwL undefined FootNote_inactive__VZfCp" aria-describedby="071893ae-4e47-4d43-af38-310b2162a938"><sup class="FootNote_footnotesup__e73z_">7</sup><span class="FootNote_notch-wrapper__b_5NS"><span class="FootNote_notch__omKtY"></span></span><span class="FootNote_tooltip__QtrbA mdc-u-mt-2"><span class="FootNote_footnote-content__r2OVl"><span id="071893ae-4e47-4d43-af38-310b2162a938" aria-hidden="true" data-module-theme="light" class="FootNote_footnote-text__VjKgO mck-u-links-inline">Sandoval HP et al., “Modern laser in situ keratomileusis outcomes,” <em>Journal of Cataract & Refractive Surgery</em>, 2016, Volume 42, Issue 8, pp. 1224–34.</span></span></span></a></span></li> <li><strong>Improved experience:</strong> From contact lenses on-demand to at-home kits for retainers to customized healthcare entities, healthcare leaders and start-ups are investing rapidly in improving experiences for consumers. Customers are able to receive more personalized, seamless, and digitally enabled healthcare experiences, such personalized live video doctor visits.</li> </ul> <h2>What increasing information transparency and new business models mean for traditional healthcare services</h2> <p>While rising customer expectations are driving new business models, increased choice pressure is also affecting existing healthcare systems. Increased price transparency is driving more pricing information, and therefore more “shoppable” healthcare services. Certain services with relatively straightforward pricing structures, such as imaging, can now be viewed in easy-to-use, Kayak-like search engines in certain areas. For example, Colorado’s Center for Improving Value in Health Care’s online tool allows patients to locate facilities with the lowest cost, nearest location, and best patient experience; this information empowers patients to potentially significantly lower the cost of their healthcare services.<span class="FootNote_footnote-holder__tjRqy"><a aria-label="footnote" href="javascript:void(0);" class="FootNote_footnote-wrapper__AIRwL undefined FootNote_inactive__VZfCp" aria-describedby="bffc9e44-6c70-46e5-afd7-fd0ac98a2a63"><sup class="FootNote_footnotesup__e73z_">8</sup><span class="FootNote_notch-wrapper__b_5NS"><span class="FootNote_notch__omKtY"></span></span><span class="FootNote_tooltip__QtrbA mdc-u-mt-2"><span class="FootNote_footnote-content__r2OVl"><span id="bffc9e44-6c70-46e5-afd7-fd0ac98a2a63" aria-hidden="true" data-module-theme="light" class="FootNote_footnote-text__VjKgO mck-u-links-inline">“Consumers can now shop for healthcare imaging services in Colorado with CIVHC’s new tool,” Network for Regional Healthcare Improvement, July 16, 2018, nrhi.org.</span></span></span></a></span> Previous research has indicated the use of price transparency information was associated with lower total claims for routine medical services, with the largest difference for advanced imaging services.<span class="FootNote_footnote-holder__tjRqy"><a aria-label="footnote" href="javascript:void(0);" class="FootNote_footnote-wrapper__AIRwL undefined FootNote_inactive__VZfCp" aria-describedby="8c94890e-ecc9-4130-871b-1ae7cfd2288f"><sup class="FootNote_footnotesup__e73z_">9</sup><span class="FootNote_notch-wrapper__b_5NS"><span class="FootNote_notch__omKtY"></span></span><span class="FootNote_tooltip__QtrbA mdc-u-mt-2"><span class="FootNote_footnote-content__r2OVl"><span id="8c94890e-ecc9-4130-871b-1ae7cfd2288f" aria-hidden="true" data-module-theme="light" class="FootNote_footnote-text__VjKgO mck-u-links-inline">Whaley C et al., “Association between availability of health service prices and payments for these services,” <em>JAMA</em>, 2014, Volume 312, Issue 16, pp. 1670–6, jamanetwork.com.</span></span></span></a></span></p> <p>Start-ups are offering consumers more options, such as healthcare financial wellness platforms that provide the information they need to make high-value healthcare decisions or tools that make shopping for government-funded healthcare more transparent. Other companies have focused on digital marketplaces for patients to purchase prescriptions with full-price transparency. While many providers have been either hesitant or challenged in offering price transparency estimates, some have worked to provide greater transparency.</p> <p>For example, UCHealth in Colorado, Mayo Clinic in Minnesota, and University of Utah Health have been commended for their efforts in price transparency,<span class="FootNote_footnote-holder__tjRqy"><a aria-label="footnote" href="javascript:void(0);" class="FootNote_footnote-wrapper__AIRwL undefined FootNote_inactive__VZfCp" aria-describedby="15979fd9-a9be-4100-8bb6-f413d6f18189"><sup class="FootNote_footnotesup__e73z_">10</sup><span class="FootNote_notch-wrapper__b_5NS"><span class="FootNote_notch__omKtY"></span></span><span class="FootNote_tooltip__QtrbA mdc-u-mt-2"><span class="FootNote_footnote-content__r2OVl"><span id="15979fd9-a9be-4100-8bb6-f413d6f18189" aria-hidden="true" data-module-theme="light" class="FootNote_footnote-text__VjKgO mck-u-links-inline">Porter S, “Verma commends 3 health systems for their price transparency,” Healthleaders, January 10, 2019, healthleadersmedia.com.</span></span></span></a></span> enabling consumers to receive an estimate for services. While the consumer is warned that it is impossible to know the exact cost, this high-level estimate gives patients the ability to make more informed decisions around their care. Additionally, many providers (such as retail clinics and urgent care centers) of basic health services (for example, lab tests, primary care, ancillary) offer standard pricing, which removes any need for consumer uncertainty.</p> <div data-component="mdc-c-module-wrapper" data-module-theme="default" data-module-background="transparent" data-module-category="" class="mck-c-disruptor1up mck-o-md-center mck-u-inline-module-border-top mck-u-inline-module-border-bottom mck-u-screen-only" data-layer-region="disruptor-1up"><div class="mdc-u-grid mdc-u-grid-gutter-md mdc-u-grid-col-lg-12 mdc-u-grid-col-md-12 "><div class="mdc-u-grid-col-md-span-12"><header data-component="mdc-c-header" class="mdc-c-header"><div class="mdc-c-header__block___i1Lg-_2734c4f"><h3 data-component="mdc-c-heading" class="mdc-c-heading___0fM1W_2734c4f"><div>Would you like to learn more about our <a href="/industries/healthcare/how-we-help-clients">Healthcare Systems & Services Practice</a>?</div></h3></div></header></div></div></div> <h2>How is the lack of information transparency today driving consumer behavior?</h2> <p>Respondents said they desire personalized, tailored information to make the right decisions about their healthcare—particularly in relationship to cost. Some gaps currently exist between the healthcare information that they want, what is available, and where it can be found. Moreover, respondents said they find the tools meant to help often do not give them the information they need.<span class="FootNote_footnote-holder__tjRqy"><a aria-label="footnote" href="javascript:void(0);" class="FootNote_footnote-wrapper__AIRwL undefined FootNote_inactive__VZfCp" aria-describedby="83f81449-7e8d-4b5d-82b9-c2eea24d212b"><sup class="FootNote_footnotesup__e73z_">11</sup><span class="FootNote_notch-wrapper__b_5NS"><span class="FootNote_notch__omKtY"></span></span><span class="FootNote_tooltip__QtrbA mdc-u-mt-2"><span class="FootNote_footnote-content__r2OVl"><span id="83f81449-7e8d-4b5d-82b9-c2eea24d212b" aria-hidden="true" data-module-theme="light" class="FootNote_footnote-text__VjKgO mck-u-links-inline">2019 CHI, DJ2. Why don’t you have the information you’d like when you’re deciding where to get care?</span></span></span></a></span></p> <h3>Information for deciding where to get care</h3> <div data-component="mdc-c-module-wrapper" data-module-theme="light" data-module-background="lightest-grey" data-module-category="" data-module-gradient-position="bottom-right" class="mck-c-inline-module-container SideBar_mck-c-sidebar__bgimg-wrapper__Qj4Dt mck-o-sm-left-span SideBar_mck-c-sidebar__sidebar-wrapper__Dpjw2 SideBar_mck-c-sidebar__sidebar-wrapper--istablet__IQ6ii mck-u-screen-only mck-c-module-wrapper" data-layer-region="sidebar"><div class="SideBar_mck-c-sidebar__epoAm mck-o-md-center"><div class="SideBar_mck-c-sidebar__share-icons-wrapper__9gB_c"><div data-component="mdc-c-link-container" class="mdc-c-link-container___xefGu_2734c4f mdc-c-link-container--display-column___X0HDD_2734c4f SideBar_mck-c-sidebar__share-icons___eQy6"><div data-component="mdc-c-dropdown-menu" class="mdc-c-drop-down"><button data-component="mdc-c-button" aria-label="" type="button" id="button_id" class="mdc-c-button___U4iY2_2734c4f mdc-c-button--ghost mdc-c-button--size-medium mdc-c-drop-down__rootmenu___yJzvz_2734c4f" aria-expanded="false" aria-haspopup="menu"><span data-component="mdc-c-icon" class="mdc-c-icon___oi7ef_2734c4f mdc-c-icon--default___f-hQM_2734c4f mdc-c-icon--size-md___yi5fA_2734c4f mck-share2-icon"></span></button><div data-component="mdc-c-module-wrapper" data-module-theme="light" data-module-background="white" data-module-category="" class=""></div></div><button data-component="mdc-c-button" aria-label="Expandable Sidebar" type="button" id="button_id" class="mdc-c-button___U4iY2_2734c4f mdc-c-button--ghost mdc-c-button--size-medium SideBar_mck-c-sidebar__toggle-btn__EL8iE" aria-expanded="false" data-layer-event-prefix="UI Item" data-layer-action="click" data-layer-category="sidebar" data-layer-subcategory="open" data-layer-text="open sidebar"><span data-component="mdc-c-icon" class="mdc-c-icon___oi7ef_2734c4f mdc-c-icon--radial___y3csX_2734c4f mdc-c-icon--size-xxl___cL3ZT_2734c4f mck-plus-no-circle-icon"></span></button></div></div><div class="SideBar_mck-c-sidebar__content-outer__UdWCq"><div class="SideBar_mck-c-sidebar__eyebrow__5GSEq"></div><div class="SideBar_mck-c-sidebar__content__raEwe"><h2 data-component="mdc-c-heading" class="mdc-c-heading___0fM1W_2734c4f mdc-u-ts-3 SideBar_mck-c-sidebar__content-heading__NJekY"><div>Information transparency could take many forms.</div></h2><div class="SideBar_mck-c-sidebar__content-description__4p9iI mdc-u-ts-7"><div class="mdc-o-content-body"><p>We considered three key factors that drive consumer choice of healthcare options as the focus for healthcare information transparency across <strong>insurance cost and coverage, clinical care and quality of the healthcare service, and nonclinical experience</strong>. Respondents indicated that health coverage, cost, and experience were most important to them when deciding where to get care. Seventy-eight percent of respondents indicated that health insurance plan coverage was very important (ranked 8–10 on a 10-point scale), 74 percent said the cost they had to pay was very important, 74 percent said a positive past experience was important, and 70 percent cited a clinician’s level of expertise (school, training) as important.</p> <h3>Insurance cost and coverage</h3> <p>Many consumers use insurance coverage as a proxy for cost of a service. They seek this information before they look at past experiences and medical reputation of healthcare providers.<span class="FootNote_footnote-holder__tjRqy"><a aria-label="footnote" href="javascript:void(0);" class="FootNote_footnote-wrapper__AIRwL undefined FootNote_inactive__VZfCp" aria-describedby="a2a508fd-3348-4624-a422-625134da419d"><sup class="FootNote_footnotesup__e73z_">1</sup><span class="FootNote_notch-wrapper__b_5NS"><span class="FootNote_notch__omKtY"></span></span><span class="FootNote_tooltip__QtrbA mdc-u-mt-2"><span class="FootNote_footnote-content__r2OVl"><span id="a2a508fd-3348-4624-a422-625134da419d" aria-hidden="true" data-module-theme="light" class="FootNote_footnote-text__VjKgO mck-u-links-inline">2019 CHI, QDJ1. How important is the following information when you’re deciding where to get care?</span></span></span></a></span> Respondents most commonly prefer to receive information about the cost of their care from their health insurance company (50 percent) or their physician (49 percent) rather than conduct independent research.<span class="FootNote_footnote-holder__tjRqy"><a aria-label="footnote" href="javascript:void(0);" class="FootNote_footnote-wrapper__AIRwL undefined FootNote_inactive__VZfCp" aria-describedby="0be752c7-2665-4260-9dd7-f1912a4c4aa7"><sup class="FootNote_footnotesup__e73z_">2</sup><span class="FootNote_notch-wrapper__b_5NS"><span class="FootNote_notch__omKtY"></span></span><span class="FootNote_tooltip__QtrbA mdc-u-mt-2"><span class="FootNote_footnote-content__r2OVl"><span id="0be752c7-2665-4260-9dd7-f1912a4c4aa7" aria-hidden="true" data-module-theme="light" class="FootNote_footnote-text__VjKgO mck-u-links-inline">2019 CHI, QA2. Which of the following would you prefer to support you in understanding the cost of a healthcare service before receiving care?</span></span></span></a></span></p> <h3>Clinical care and quality of the healthcare service</h3> <p>When respondents were asked what their first step would be when they were told to pursue treatment for an outpatient service from a specialist, 30 percent said they would check the quality of the facilities by asking friends or looking online.<span class="FootNote_footnote-holder__tjRqy"><a aria-label="footnote" href="javascript:void(0);" class="FootNote_footnote-wrapper__AIRwL undefined FootNote_inactive__VZfCp" aria-describedby="a2323f6b-56c6-41bc-8ede-42dd8402a1b6"><sup class="FootNote_footnotesup__e73z_">3</sup><span class="FootNote_notch-wrapper__b_5NS"><span class="FootNote_notch__omKtY"></span></span><span class="FootNote_tooltip__QtrbA mdc-u-mt-2"><span class="FootNote_footnote-content__r2OVl"><span id="a2323f6b-56c6-41bc-8ede-42dd8402a1b6" aria-hidden="true" data-module-theme="light" class="FootNote_footnote-text__VjKgO mck-u-links-inline">2019 CHI, FJ1B. For this situation, please imagine you’ve been visiting a specialist about some jaw and chest pain. The specialist wants to understand how well your heart is working and recommends an hour-long procedure called a cardiac catheterization to measure the pressure and blood flow in your heart. Your specialist provides you with a list of several recommended facilities with their phone numbers, so you can schedule an appointment. What would you do next?</span></span></span></a></span><span class="FootNote_footnote-holder__tjRqy"><a aria-label="footnote" href="javascript:void(0);" class="FootNote_footnote-wrapper__AIRwL undefined FootNote_inactive__VZfCp" aria-describedby="0fe136ee-ae53-44b5-95b1-425900be7d4b"><sup class="FootNote_footnotesup__e73z_">4</sup><span class="FootNote_notch-wrapper__b_5NS"><span class="FootNote_notch__omKtY"></span></span><span class="FootNote_tooltip__QtrbA mdc-u-mt-2"><span class="FootNote_footnote-content__r2OVl"><span id="0fe136ee-ae53-44b5-95b1-425900be7d4b" aria-hidden="true" data-module-theme="light" class="FootNote_footnote-text__VjKgO mck-u-links-inline">2019 CHI, QDJ3. Please rank up to the three most important factors that you think of that would give you confidence you would receive good quality care.</span></span></span></a></span></p> <h3>Nonclinical experience</h3> <p>Understanding information around healthcare experience also influences healthcare decision making. A consumer’s healthcare experience is influenced by factors such as administrative experience, staff friendliness, ease of scheduling, appointment location, and average wait time for an appointment. For example, in a simulation, when given information about a poor administrative experience, 45 percent of respondents opted to switch to a different doctor’s office.<span class="FootNote_footnote-holder__tjRqy"><a aria-label="footnote" href="javascript:void(0);" class="FootNote_footnote-wrapper__AIRwL undefined FootNote_inactive__VZfCp" aria-describedby="30074cda-c89c-4e38-a008-357c43963667"><sup class="FootNote_footnotesup__e73z_">5</sup><span class="FootNote_notch-wrapper__b_5NS"><span class="FootNote_notch__omKtY"></span></span><span class="FootNote_tooltip__QtrbA mdc-u-mt-2"><span class="FootNote_footnote-content__r2OVl"><span id="30074cda-c89c-4e38-a008-357c43963667" aria-hidden="true" data-module-theme="light" class="FootNote_footnote-text__VjKgO mck-u-links-inline">2019 CHI, QFJ3. Before your first appointment, imagine you read a patient review of the doctor’s office that says, “The doctor is good but the staff needs help! I’ve received incorrect bills multiple times and the staff is rude and unhelpful when I call to talk with them.” What would you do?</span></span></span></a></span></p></div></div></div></div></div></div> <p><strong>Most respondents don’t have the information they want when deciding where to get care</strong>.<span class="FootNote_footnote-holder__tjRqy"><a aria-label="footnote" href="javascript:void(0);" class="FootNote_footnote-wrapper__AIRwL undefined FootNote_inactive__VZfCp" aria-describedby="15386ab8-4d70-4690-906d-dc42bfc09463"><sup class="FootNote_footnotesup__e73z_">12</sup><span class="FootNote_notch-wrapper__b_5NS"><span class="FootNote_notch__omKtY"></span></span><span class="FootNote_tooltip__QtrbA mdc-u-mt-2"><span class="FootNote_footnote-content__r2OVl"><span id="15386ab8-4d70-4690-906d-dc42bfc09463" aria-hidden="true" data-module-theme="light" class="FootNote_footnote-text__VjKgO mck-u-links-inline">2019 CHI, IJ3. How would you rate your satisfaction in each of the following areas? Scale 1 (highly dissatisfied) to 10 (highly satisfied).</span></span></span></a></span> That lack of information also is reflected in low consumer satisfaction scores. Among 15 journeys respondents rated, commercially insured respondents reported the lowest <strong>satisfaction scores</strong> for “ability to find out if there are lower-cost options for treatment” and “ability to figure out what their cost for a service would be” (scoring 7.2 out of 10.0). In contrast, “how easy it was to fill a prescription” had the highest satisfaction score (8.5) (Exhibit 2).</p> <div data-component="mdc-c-module-wrapper" data-module-theme="default" data-module-background="transparent" data-module-category="" class="mck-c-inline-module-container mck-o-md-center"><div class="mdc-u-grid mdc-u-grid-gutter-lg mdc-u-grid-col-sm-1 mdc-u-grid--align-start mdc-u-mb-3 GenericItem_mck-c-generic-item__sGwKL"><div data-component="mdc-c-content-block" class="mdc-c-content-block___7p6Lu_2734c4f mdc-u-grid-gutter-xs GenericItem_mck-c-generic-item__content__gq1m0"><div class="mck-c-eyebrow mdc-u-ts-10"><span> 2</span></div></div></div><div class="mck-u-inline-module-border-top mck-u-inline-module-border-bottom"><picture data-component="mdc-c-picture" class="Exhibit_mck-c-exhibit__image__pyIDm"><source media="(min-width: 768px)" srcSet="/~/media/mckinsey/industries/healthcare%20systems%20and%20services/our%20insights/consumer%20decision%20making%20in%20healthcare/svg_infotransparency_exhibit2a.svgz?cq=50&cpy=Center"/><img alt="Information transparency could take many forms." src="/~/media/mckinsey/industries/healthcare%20systems%20and%20services/our%20insights/consumer%20decision%20making%20in%20healthcare/svg_infotransparency_exhibit2a.svgz?cq=50&cpy=Center" loading="lazy"/></picture></div><div class="mck-u-sr-only"></div></div> <p>When important information wasn’t available to them, many respondents relied upon recommendations from their physicians or insurance companies when deciding where to get care. Among respondents who <strong>didn’t have the desired information when deciding where to get care</strong>,<span class="FootNote_footnote-holder__tjRqy"><a aria-label="footnote" href="javascript:void(0);" class="FootNote_footnote-wrapper__AIRwL undefined FootNote_inactive__VZfCp" aria-describedby="7bb34a04-32f8-4289-97d1-89cb95810bba"><sup class="FootNote_footnotesup__e73z_">13</sup><span class="FootNote_notch-wrapper__b_5NS"><span class="FootNote_notch__omKtY"></span></span><span class="FootNote_tooltip__QtrbA mdc-u-mt-2"><span class="FootNote_footnote-content__r2OVl"><span id="7bb34a04-32f8-4289-97d1-89cb95810bba" aria-hidden="true" data-module-theme="light" class="FootNote_footnote-text__VjKgO mck-u-links-inline">2019 CHI, DJ2. Why don’t you have the information you’d like when you’re deciding where to get care?</span></span></span></a></span> 35 percent “followed the recommendation for care from their physicians and didn’t look for the information.” Fifteen percent said they “followed the recommendation from their health insurer and didn’t look for the information.” Fifteen percent said they “didn’t know where to get the information.”</p> <p><em>“I would like to clearly understand what is covered and what isn’t. It’s so hard to find that information. Even when you call, the people on the line, they can’t give a clear answer.”</em><br/> —Female, 33, group</p> <p>While most insured respondents say that they understand their deductibles, opportunity remains to further expand information about this category. Many insured respondents <strong>didn’t know what their deductibles were</strong>.<span class="FootNote_footnote-holder__tjRqy"><a aria-label="footnote" href="javascript:void(0);" class="FootNote_footnote-wrapper__AIRwL undefined FootNote_inactive__VZfCp" aria-describedby="e972ee86-2cc6-4102-a40c-216e4e2a524c"><sup class="FootNote_footnotesup__e73z_">14</sup><span class="FootNote_notch-wrapper__b_5NS"><span class="FootNote_notch__omKtY"></span></span><span class="FootNote_tooltip__QtrbA mdc-u-mt-2"><span class="FootNote_footnote-content__r2OVl"><span id="e972ee86-2cc6-4102-a40c-216e4e2a524c" aria-hidden="true" data-module-theme="light" class="FootNote_footnote-text__VjKgO mck-u-links-inline">2019 CHI, C5. What is your deductible for your health coverage?</span></span></span></a></span> Thirty-four percent didn’t know their deductible for out-of-network medical coverage, 24 percent didn’t know their deductible for prescription drugs, and 16 percent didn’t know their deductible for in-network medical coverage. Furthermore, as an example for choosing the most cost-efficient site of care, only 45 percent of respondents said they <strong>understood</strong> “cost differences for inpatient (hospital) vs outpatient (non-hospital) settings for a procedure” such as a colonoscopy.<span class="FootNote_footnote-holder__tjRqy"><a aria-label="footnote" href="javascript:void(0);" class="FootNote_footnote-wrapper__AIRwL undefined FootNote_inactive__VZfCp" aria-describedby="ae5bede8-6199-4fe8-bfea-4b9deb26eb9a"><sup class="FootNote_footnotesup__e73z_">15</sup><span class="FootNote_notch-wrapper__b_5NS"><span class="FootNote_notch__omKtY"></span></span><span class="FootNote_tooltip__QtrbA mdc-u-mt-2"><span class="FootNote_footnote-content__r2OVl"><span id="ae5bede8-6199-4fe8-bfea-4b9deb26eb9a" aria-hidden="true" data-module-theme="light" class="FootNote_footnote-text__VjKgO mck-u-links-inline">2019 CHI, DJ6. How well do you understand the following for you?</span></span></span></a></span></p> <p><em>“I asked for the information, but providers refuse to disclose … the cost.”</em><br/> —Female, 42, uninsured</p> <h3>Information for quality of care</h3> <p>Respondents were asked to select <strong>the important factors that would give them confidence that they would receive high-quality care</strong> (Exhibit 3).<span class="FootNote_footnote-holder__tjRqy"><a aria-label="footnote" href="javascript:void(0);" class="FootNote_footnote-wrapper__AIRwL undefined FootNote_inactive__VZfCp" aria-describedby="f6481ea5-3feb-4682-a256-1a48a6b194c9"><sup class="FootNote_footnotesup__e73z_">16</sup><span class="FootNote_notch-wrapper__b_5NS"><span class="FootNote_notch__omKtY"></span></span><span class="FootNote_tooltip__QtrbA mdc-u-mt-2"><span class="FootNote_footnote-content__r2OVl"><span id="f6481ea5-3feb-4682-a256-1a48a6b194c9" aria-hidden="true" data-module-theme="light" class="FootNote_footnote-text__VjKgO mck-u-links-inline">2019 CHI, DJ3. Please rank up to the three most important factors that you think of that would give you confidence you would receive good quality care.</span></span></span></a></span> While more than half cited their own experiences or said proof or evidence of good health outcomes, 38 percent said their confidence was based on whether “a facility has a good reputation for quality/scored well by publications.” Only 31 percent said they had confidence “based on a recommendation from another medical professional/clinician.”</p> <div data-component="mdc-c-module-wrapper" data-module-theme="default" data-module-background="transparent" data-module-category="" class="mck-c-inline-module-container mck-o-md-center"><div class="mdc-u-grid mdc-u-grid-gutter-lg mdc-u-grid-col-sm-1 mdc-u-grid--align-start mdc-u-mb-3 GenericItem_mck-c-generic-item__sGwKL"><div data-component="mdc-c-content-block" class="mdc-c-content-block___7p6Lu_2734c4f mdc-u-grid-gutter-xs GenericItem_mck-c-generic-item__content__gq1m0"><div class="mck-c-eyebrow mdc-u-ts-10"><span> 3</span></div></div></div><div class="mck-u-inline-module-border-top mck-u-inline-module-border-bottom"><picture data-component="mdc-c-picture" class="Exhibit_mck-c-exhibit__image__pyIDm"><source media="(min-width: 768px)" srcSet="/~/media/mckinsey/industries/healthcare%20systems%20and%20services/our%20insights/consumer%20decision%20making%20in%20healthcare/svg_infotransparency_exhibit3a.svgz?cq=50&cpy=Center"/><img alt="Respondents ranked which factors would give the most confidence." src="/~/media/mckinsey/industries/healthcare%20systems%20and%20services/our%20insights/consumer%20decision%20making%20in%20healthcare/svg_infotransparency_exhibit3a.svgz?cq=50&cpy=Center" loading="lazy"/></picture></div><div class="mck-u-sr-only"></div></div> <p>Respondents were asked to report <strong>where they learned about the quality of a clinician or facility</strong> they wanted to visit or have visited.<span class="FootNote_footnote-holder__tjRqy"><a aria-label="footnote" href="javascript:void(0);" class="FootNote_footnote-wrapper__AIRwL undefined FootNote_inactive__VZfCp" aria-describedby="8fbb5c6b-396e-4c68-a479-a27e7b58f361"><sup class="FootNote_footnotesup__e73z_">17</sup><span class="FootNote_notch-wrapper__b_5NS"><span class="FootNote_notch__omKtY"></span></span><span class="FootNote_tooltip__QtrbA mdc-u-mt-2"><span class="FootNote_footnote-content__r2OVl"><span id="8fbb5c6b-396e-4c68-a479-a27e7b58f361" aria-hidden="true" data-module-theme="light" class="FootNote_footnote-text__VjKgO mck-u-links-inline">2019 CHI, DJ4. In those situations, how did you learn about the quality of the clinician or facility that you wanted to visit or visited?</span></span></span></a></span> Thirty-seven percent said they searched online/used an app, while 31 percent visited the hospital or physician’s website. Twenty percent said they used their health insurer’s website or app. Thirty-four percent asked their primary doctor for advice, while 28 percent asked friends or family.</p> <p>Respondents were asked about their <strong>preferred sources of support for healthcare decisions</strong> (Exhibit 4).<span class="FootNote_footnote-holder__tjRqy"><a aria-label="footnote" href="javascript:void(0);" class="FootNote_footnote-wrapper__AIRwL undefined FootNote_inactive__VZfCp" aria-describedby="7f609168-3141-4444-8c65-4283c93bdea8"><sup class="FootNote_footnotesup__e73z_">18</sup><span class="FootNote_notch-wrapper__b_5NS"><span class="FootNote_notch__omKtY"></span></span><span class="FootNote_tooltip__QtrbA mdc-u-mt-2"><span class="FootNote_footnote-content__r2OVl"><span id="7f609168-3141-4444-8c65-4283c93bdea8" aria-hidden="true" data-module-theme="light" class="FootNote_footnote-text__VjKgO mck-u-links-inline">2018 CHI, E1A–E23A. Who would you want to support you in choosing the (right health insurance plan, primary care provider, etc.) for yourself and/or your family? Why would you most prefer the option you chose?</span></span></span></a></span> Respondents generally said they preferred their primary care providers (PCPs) to support them in making clinical treatment decisions, while preferring their health insurance companies to support them in understanding costs and benefits. They relied on their own web research for selecting a PCP and a pharmacy, and for obtaining information about provider quality performance.</p> <div data-component="mdc-c-module-wrapper" data-module-theme="default" data-module-background="transparent" data-module-category="" class="mck-c-inline-module-container mck-o-md-center"><div class="mdc-u-grid mdc-u-grid-gutter-lg mdc-u-grid-col-sm-1 mdc-u-grid--align-start mdc-u-mb-3 GenericItem_mck-c-generic-item__sGwKL"><div data-component="mdc-c-content-block" class="mdc-c-content-block___7p6Lu_2734c4f mdc-u-grid-gutter-xs GenericItem_mck-c-generic-item__content__gq1m0"><div class="mck-c-eyebrow mdc-u-ts-10"><span> 4</span></div></div></div><div class="mck-u-inline-module-border-top mck-u-inline-module-border-bottom"><picture data-component="mdc-c-picture" class="Exhibit_mck-c-exhibit__image__pyIDm"><source media="(min-width: 768px)" srcSet="/~/media/mckinsey/industries/healthcare%20systems%20and%20services/our%20insights/consumer%20decision%20making%20in%20healthcare/svg_infotransparency_exhibit4b.svgz?cq=50&cpy=Center"/><img alt="Consumers ranked their sources of support for healthcare decisions." src="/~/media/mckinsey/industries/healthcare%20systems%20and%20services/our%20insights/consumer%20decision%20making%20in%20healthcare/svg_infotransparency_exhibit4b.svgz?cq=50&cpy=Center" loading="lazy"/></picture></div><div class="mck-u-sr-only"></div></div> <div data-component="mdc-c-module-wrapper" data-module-theme="default" data-module-background="transparent" data-module-category="" class="mck-c-disruptor1up mck-o-md-center mck-u-inline-module-border-top mck-u-inline-module-border-bottom mck-u-screen-only" data-layer-region="disruptor-1up"><div class="mdc-u-grid mdc-u-grid-gutter-md mdc-u-grid-col-lg-12 mdc-u-grid-col-md-12 "><div class="mdc-u-grid-col-lg-span-4 mdc-u-grid-col-md-span-5 Disruptor1Up_mck-c-disruptor1up__image___2Gc4"><picture data-component="mdc-c-picture"><img alt="Helping US healthcare stakeholders understand the human side of the COVID-19 crisis: McKinsey Consumer Healthcare Insights" src="/~/media/mckinsey/industries/healthcare%20systems%20and%20services/our%20insights/helping%20us%20healthcare%20stakeholders%20understand%20the%20human%20side%20of%20the%20covid%2019%20crisis/consumer-survey-sb10063647aa-001-1536x1536.jpg?cq=50&mh=145&car=16:9&cpy=Center" loading="lazy"/></picture></div><div class="mdc-u-grid-col-lg-span-8 mdc-u-grid-col-md-span-7"><header data-component="mdc-c-header" class="mdc-c-header"><div class="mdc-c-header__block___i1Lg-_2734c4f"><h3 data-component="mdc-c-heading" class="mdc-c-heading___0fM1W_2734c4f"><div>Helping US healthcare stakeholders understand the human side of the COVID-19 crisis: McKinsey Consumer Healthcare Insights</div></h3></div></header><div data-component="mdc-c-link-container" class="mdc-c-link-container___xefGu_2734c4f mdc-c-link-container--display-column___X0HDD_2734c4f mck-c-disruptor1up__content Disruptor1Up_mck-c-disruptor1up__content--links__VV4lE mdc-u-grid-gutter-md"><a data-component="mdc-c-link" href="/industries/healthcare/our-insights/helping-us-healthcare-stakeholders-understand-the-human-side-of-the-covid-19-crisis" class="mdc-c-link-cta___NBQVi_2734c4f"><span class="mdc-c-link__label___Pfqtd_2734c4f">Read the article</span><span data-component="mdc-c-icon" class="mdc-c-icon___oi7ef_2734c4f mck-link-arrow-right-icon"></span></a></div></div></div></div> <h2>How could decisions (and cost) be supported by greater information transparency?</h2> <p>When consumers have access to information that is personalized to their situation, they are likely to make different decisions, often prioritizing factors important to them, such as cost. The survey attempted to understand how consumers might use transparent information to make decisions through a simulated experience. We identified several trends through this simulation:</p> <ul> <li>Across different scenarios, respondents often chose lower-cost options that are of average quality rather than higher-cost, higher-quality options. As we increased out-of-pocket costs, even fewer chose higher-cost, higher-quality options.</li> <li>Most respondents were willing to change their preferred site of care when they learned that someone they knew experienced a poor administrative experience at that site.</li> <li>Proximity appears to be more of a “nice-to-have” option. Most respondents chose lower-cost or high-quality options over options that were higher-cost and more convenient.</li> <li>Past consumer experiences matter in decision making. We found respondents who have experienced an inpatient stay in the past or face chronic conditions are more willing to choose higher-quality options that are more expensive.</li> </ul> <p>To ascertain consumer choices in a real-world situation, we created three different health scenarios.</p> <p>We asked respondents to imagine that they recently moved and were looking to find a new PCP for their annual physicals. Respondents had to pick a PCP that best fit their needs. We provided them with eight options that had varying location information, wait times, and out-of-pocket costs.<span class="FootNote_footnote-holder__tjRqy"><a aria-label="footnote" href="javascript:void(0);" class="FootNote_footnote-wrapper__AIRwL undefined FootNote_inactive__VZfCp" aria-describedby="a535e8a0-bd7b-4fab-9d1a-7d08cd940008"><sup class="FootNote_footnotesup__e73z_">19</sup><span class="FootNote_notch-wrapper__b_5NS"><span class="FootNote_notch__omKtY"></span></span><span class="FootNote_tooltip__QtrbA mdc-u-mt-2"><span class="FootNote_footnote-content__r2OVl"><span id="a535e8a0-bd7b-4fab-9d1a-7d08cd940008" aria-hidden="true" data-module-theme="light" class="FootNote_footnote-text__VjKgO mck-u-links-inline">2019 CHI, FJ2. Imagine that you went to your health insurer’s website where they provide the following information. Based on this information, which primary care provider best meets your needs?</span></span></span></a></span></p> <ul> <li>Respondents preferred going farther away if they could get an appointment more quickly (43 percent chose the farthest option where they could be seen within 24 hours; 14 percent chose the closet location but where their wait would have been between four and six days).</li> <li>Few respondents (17 percent) were willing to pay a higher cost for a more conveniently located facility.</li> <li>Respondents were equally split between preferring to book their appointment online or call. More than half of Gen Z and millennial respondents preferred booking online, while more than two-thirds of baby boomers and those older preferred booking over the phone. Gen X respondents were equally split.<span class="FootNote_footnote-holder__tjRqy"><a aria-label="footnote" href="javascript:void(0);" class="FootNote_footnote-wrapper__AIRwL undefined FootNote_inactive__VZfCp" aria-describedby="e0d83ed8-a04c-4b68-85b7-0a5015016973"><sup class="FootNote_footnotesup__e73z_">20</sup><span class="FootNote_notch-wrapper__b_5NS"><span class="FootNote_notch__omKtY"></span></span><span class="FootNote_tooltip__QtrbA mdc-u-mt-2"><span class="FootNote_footnote-content__r2OVl"><span id="e0d83ed8-a04c-4b68-85b7-0a5015016973" aria-hidden="true" data-module-theme="light" class="FootNote_footnote-text__VjKgO mck-u-links-inline">2019 CHI, FJ2. Imagine that you went to your health insurer’s website where they provide the following information. Based on this information, which primary care provider best meets your needs? S1. How old are you today?</span></span></span></a></span></li> </ul> <p>Respondents were given a hypothetical review of their doctor’s office that described a poor administrative experience around incorrect billing. <strong>Forty-five percent of respondents</strong> looked for a different doctor’s office after reading about a poor administrative experience (Exhibit 5).<span class="FootNote_footnote-holder__tjRqy"><a aria-label="footnote" href="javascript:void(0);" class="FootNote_footnote-wrapper__AIRwL undefined FootNote_inactive__VZfCp" aria-describedby="1c91713c-e13c-45aa-910a-3a3d85373354"><sup class="FootNote_footnotesup__e73z_">21</sup><span class="FootNote_notch-wrapper__b_5NS"><span class="FootNote_notch__omKtY"></span></span><span class="FootNote_tooltip__QtrbA mdc-u-mt-2"><span class="FootNote_footnote-content__r2OVl"><span id="1c91713c-e13c-45aa-910a-3a3d85373354" aria-hidden="true" data-module-theme="light" class="FootNote_footnote-text__VjKgO mck-u-links-inline">2019 CHI, FJ3. Before your first appointment, imagine you read a patient review of the doctor’s office that says, “The doctor is good but the staff needs help! I’ve received incorrect bills multiple times and the staff is rude and unhelpful when I call to talk with them.” What would you do?</span></span></span></a></span></p> <div data-component="mdc-c-module-wrapper" data-module-theme="default" data-module-background="transparent" data-module-category="" class="mck-c-inline-module-container mck-o-md-center"><div class="mdc-u-grid mdc-u-grid-gutter-lg mdc-u-grid-col-sm-1 mdc-u-grid--align-start mdc-u-mb-3 GenericItem_mck-c-generic-item__sGwKL"><div data-component="mdc-c-content-block" class="mdc-c-content-block___7p6Lu_2734c4f mdc-u-grid-gutter-xs GenericItem_mck-c-generic-item__content__gq1m0"><div class="mck-c-eyebrow mdc-u-ts-10"><span> 5</span></div></div></div><div class="mck-u-inline-module-border-top mck-u-inline-module-border-bottom"><picture data-component="mdc-c-picture" class="Exhibit_mck-c-exhibit__image__pyIDm"><source media="(min-width: 768px)" srcSet="/~/media/mckinsey/industries/healthcare%20systems%20and%20services/our%20insights/consumer%20decision%20making%20in%20healthcare/svg_infotransparency_exhibit5b.svgz?cq=50&cpy=Center"/><img alt="A simulated decision based on new information about a poor administrative experience at a primary care provider." src="/~/media/mckinsey/industries/healthcare%20systems%20and%20services/our%20insights/consumer%20decision%20making%20in%20healthcare/svg_infotransparency_exhibit5b.svgz?cq=50&cpy=Center" loading="lazy"/></picture></div><div class="mck-u-sr-only"></div></div> <p>We next asked respondents to imagine that they had been visiting a specialist and were referred for an outpatient procedure. We informed them that their health insurance plan has a $5,000 deductible. We showed them five options with varying locations, quality, appointment wait times, and costs.<span class="FootNote_footnote-holder__tjRqy"><a aria-label="footnote" href="javascript:void(0);" class="FootNote_footnote-wrapper__AIRwL undefined FootNote_inactive__VZfCp" aria-describedby="72ac722b-50d8-4e38-86cc-fa53e6168245"><sup class="FootNote_footnotesup__e73z_">22</sup><span class="FootNote_notch-wrapper__b_5NS"><span class="FootNote_notch__omKtY"></span></span><span class="FootNote_tooltip__QtrbA mdc-u-mt-2"><span class="FootNote_footnote-content__r2OVl"><span id="72ac722b-50d8-4e38-86cc-fa53e6168245" aria-hidden="true" data-module-theme="light" class="FootNote_footnote-text__VjKgO mck-u-links-inline">2019 CHI, FJ2B. Imagine that you went to your health insurer’s website where they provide the following information. Additionally, your health insurance plan has a $5,000 deductible so you will have to pay for all costs up to $5,000. Based on this information, which facility best meets your needs?</span></span></span></a></span></p> <ul> <li>Thirty-two percent of respondents were willing to drive 30 minutes farther if it meant a cost savings of $750. This result skewed more heavily with younger generations.</li> <li>More than a third were more motivated by quality, with a fourth choosing a higher-quality option that had a week-longer wait than others. More than a third of respondents over age 65 chose this high-quality, less convenient option.</li> <li>Few respondents (13 percent) chose the most convenient, lowest-quality option. Gen X had the highest share, at 16 percent, of those choosing the convenient option.<span class="FootNote_footnote-holder__tjRqy"><a aria-label="footnote" href="javascript:void(0);" class="FootNote_footnote-wrapper__AIRwL undefined FootNote_inactive__VZfCp" aria-describedby="e203647a-098d-4408-9af9-7547ba7a9bca"><sup class="FootNote_footnotesup__e73z_">23</sup><span class="FootNote_notch-wrapper__b_5NS"><span class="FootNote_notch__omKtY"></span></span><span class="FootNote_tooltip__QtrbA mdc-u-mt-2"><span class="FootNote_footnote-content__r2OVl"><span id="e203647a-098d-4408-9af9-7547ba7a9bca" aria-hidden="true" data-module-theme="light" class="FootNote_footnote-text__VjKgO mck-u-links-inline">2019 CHI, FJ2B. Based on this information, which facility best meets your needs? S1. How old are you today?</span></span></span></a></span></li> </ul> <p>In the simulation, we told respondents that the original cost was wrong: it would now cost $100 to $750 more for the option they chose. Fewer respondents said they would look for an alternative option (22 percent) when their original choice was $100 more, but nearly half (48 percent) would do so if the cost was $750 more.<span class="FootNote_footnote-holder__tjRqy"><a aria-label="footnote" href="javascript:void(0);" class="FootNote_footnote-wrapper__AIRwL undefined FootNote_inactive__VZfCp" aria-describedby="6073de3d-2901-4706-bb68-a0231682474d"><sup class="FootNote_footnotesup__e73z_">24</sup><span class="FootNote_notch-wrapper__b_5NS"><span class="FootNote_notch__omKtY"></span></span><span class="FootNote_tooltip__QtrbA mdc-u-mt-2"><span class="FootNote_footnote-content__r2OVl"><span id="6073de3d-2901-4706-bb68-a0231682474d" aria-hidden="true" data-module-theme="light" class="FootNote_footnote-text__VjKgO mck-u-links-inline">2019 CHI, FJ3B. When you call to schedule your appointment, the facility lets you know the price on your insurance company’s website was wrong and the procedure will cost [X] more. What would you do?</span></span></span></a></span> Respondents who said they would stick with their original choice tended to be younger, wealthier, and individually insured.<span class="FootNote_footnote-holder__tjRqy"><a aria-label="footnote" href="javascript:void(0);" class="FootNote_footnote-wrapper__AIRwL undefined FootNote_inactive__VZfCp" aria-describedby="bd005d8f-0690-41d3-9136-f14ff1d4557f"><sup class="FootNote_footnotesup__e73z_">25</sup><span class="FootNote_notch-wrapper__b_5NS"><span class="FootNote_notch__omKtY"></span></span><span class="FootNote_tooltip__QtrbA mdc-u-mt-2"><span class="FootNote_footnote-content__r2OVl"><span id="bd005d8f-0690-41d3-9136-f14ff1d4557f" aria-hidden="true" data-module-theme="light" class="FootNote_footnote-text__VjKgO mck-u-links-inline">2019 CHI, FJ3B. What would you do? S1. How old are you today? S11. For 2018, what was the total annual income for your household? S12. By age, income, and insurance status. Which of the following best describes your current healthcare insurance coverage?</span></span></span></a></span></p> <p>In the third scenario, respondents were asked to imagine that their specialist and physical therapist recommended spinal surgery to improve their lower back pain. Respondents were asked to pick a facility they would want to attend to receive surgery.</p> <p>We presented respondents with four options: two that were in-network, and two that were out-of-network. The in-network options were of average or slightly above-average quality, while the out-of-network options were high quality. <strong>About 90 percent of respondents chose the lower-cost, in-network options that were average quality</strong> over the higher-quality, higher-cost options (Exhibit 6).<span class="FootNote_footnote-holder__tjRqy"><a aria-label="footnote" href="javascript:void(0);" class="FootNote_footnote-wrapper__AIRwL undefined FootNote_inactive__VZfCp" aria-describedby="2a87ff40-052c-4e4f-91df-1f0f9e4139f5"><sup class="FootNote_footnotesup__e73z_">26</sup><span class="FootNote_notch-wrapper__b_5NS"><span class="FootNote_notch__omKtY"></span></span><span class="FootNote_tooltip__QtrbA mdc-u-mt-2"><span class="FootNote_footnote-content__r2OVl"><span id="2a87ff40-052c-4e4f-91df-1f0f9e4139f5" aria-hidden="true" data-module-theme="light" class="FootNote_footnote-text__VjKgO mck-u-links-inline">2019 CHI FJ2C. Imagine that you went to your health insurer’s website and you see you have $2,000 left on your deductible before your health insurance will pay everything for in-network locations. For hospitals that are out of network, they’ll cover 80% of the cost. Based on this information, which hospital best meets your needs?</span></span></span></a></span></p> <div data-component="mdc-c-module-wrapper" data-module-theme="default" data-module-background="transparent" data-module-category="" class="mck-c-inline-module-container mck-o-md-center"><div class="mdc-u-grid mdc-u-grid-gutter-lg mdc-u-grid-col-sm-1 mdc-u-grid--align-start mdc-u-mb-3 GenericItem_mck-c-generic-item__sGwKL"><div data-component="mdc-c-content-block" class="mdc-c-content-block___7p6Lu_2734c4f mdc-u-grid-gutter-xs GenericItem_mck-c-generic-item__content__gq1m0"><div class="mck-c-eyebrow mdc-u-ts-10"><span> 6</span></div></div></div><div class="mck-u-inline-module-border-top mck-u-inline-module-border-bottom"><picture data-component="mdc-c-picture" class="Exhibit_mck-c-exhibit__image__pyIDm"><source media="(min-width: 768px)" srcSet="/~/media/mckinsey/industries/healthcare%20systems%20and%20services/our%20insights/consumer%20decision%20making%20in%20healthcare/svg_infotransparency_exhibit6b.svgz?cq=50&cpy=Center"/><img alt="Respondents were presented with a variety of factors around choosing a hospital." src="/~/media/mckinsey/industries/healthcare%20systems%20and%20services/our%20insights/consumer%20decision%20making%20in%20healthcare/svg_infotransparency_exhibit6b.svgz?cq=50&cpy=Center" loading="lazy"/></picture></div><div class="mck-u-sr-only"></div></div> <p>We informed the respondents of a poor administrative experience in which the specialist did not communicate well with the respondents’ PCP. We found a similar number of respondents were driven to switch locations based on learning about a poor experience. Of the 45 percent of respondents who originally picked Hospital 1, 52 percent of respondents switched hospitals (Exhibit 7).<span class="FootNote_footnote-holder__tjRqy"><a aria-label="footnote" href="javascript:void(0);" class="FootNote_footnote-wrapper__AIRwL undefined FootNote_inactive__VZfCp" aria-describedby="8560b671-a70f-43e1-ac5d-219c0775c7ff"><sup class="FootNote_footnotesup__e73z_">27</sup><span class="FootNote_notch-wrapper__b_5NS"><span class="FootNote_notch__omKtY"></span></span><span class="FootNote_tooltip__QtrbA mdc-u-mt-2"><span class="FootNote_footnote-content__r2OVl"><span id="8560b671-a70f-43e1-ac5d-219c0775c7ff" aria-hidden="true" data-module-theme="light" class="FootNote_footnote-text__VjKgO mck-u-links-inline">2019 CHI, FJ2. Based on this information, which hospital best meets your needs? FJ3C. Before your appointment, you find out that a close friend had a similar back surgery at the same location several years ago. Your friend mentions it was very difficult to schedule your follow-up appointments and the facility didn’t communicate very well with her primary care provider. What would you do?</span></span></span></a></span></p> <div data-component="mdc-c-module-wrapper" data-module-theme="default" data-module-background="transparent" data-module-category="" class="mck-c-inline-module-container mck-o-md-center"><div class="mdc-u-grid mdc-u-grid-gutter-lg mdc-u-grid-col-sm-1 mdc-u-grid--align-start mdc-u-mb-3 GenericItem_mck-c-generic-item__sGwKL"><div data-component="mdc-c-content-block" class="mdc-c-content-block___7p6Lu_2734c4f mdc-u-grid-gutter-xs GenericItem_mck-c-generic-item__content__gq1m0"><div class="mck-c-eyebrow mdc-u-ts-10"><span> 7</span></div></div></div><div class="mck-u-inline-module-border-top mck-u-inline-module-border-bottom"><picture data-component="mdc-c-picture" class="Exhibit_mck-c-exhibit__image__pyIDm"><source media="(min-width: 768px)" srcSet="/~/media/mckinsey/industries/healthcare%20systems%20and%20services/our%20insights/consumer%20decision%20making%20in%20healthcare/svg_infotransparency_exhibit7b.svgz?cq=50&cpy=Center"/><img alt="The respondents were asked to revise their hospital choice." src="/~/media/mckinsey/industries/healthcare%20systems%20and%20services/our%20insights/consumer%20decision%20making%20in%20healthcare/svg_infotransparency_exhibit7b.svgz?cq=50&cpy=Center" loading="lazy"/></picture></div><div class="mck-u-sr-only"></div></div> <h2>Conclusion</h2> <div data-component="mdc-c-module-wrapper" data-module-theme="light" data-module-background="lightest-grey" data-module-category="" data-module-gradient-position="bottom-right" class="mck-c-inline-module-container SideBar_mck-c-sidebar__bgimg-wrapper__Qj4Dt mck-o-sm-left-span SideBar_mck-c-sidebar__sidebar-wrapper__Dpjw2 SideBar_mck-c-sidebar__sidebar-wrapper--istablet__IQ6ii mck-u-screen-only mck-c-module-wrapper" data-layer-region="sidebar"><div class="SideBar_mck-c-sidebar__epoAm mck-o-md-center"><div class="SideBar_mck-c-sidebar__share-icons-wrapper__9gB_c"><div data-component="mdc-c-link-container" class="mdc-c-link-container___xefGu_2734c4f mdc-c-link-container--display-column___X0HDD_2734c4f SideBar_mck-c-sidebar__share-icons___eQy6"><div data-component="mdc-c-dropdown-menu" class="mdc-c-drop-down"><button data-component="mdc-c-button" aria-label="" type="button" id="button_id" class="mdc-c-button___U4iY2_2734c4f mdc-c-button--ghost mdc-c-button--size-medium mdc-c-drop-down__rootmenu___yJzvz_2734c4f" aria-expanded="false" aria-haspopup="menu"><span data-component="mdc-c-icon" class="mdc-c-icon___oi7ef_2734c4f mdc-c-icon--default___f-hQM_2734c4f mdc-c-icon--size-md___yi5fA_2734c4f mck-share2-icon"></span></button><div data-component="mdc-c-module-wrapper" data-module-theme="light" data-module-background="white" data-module-category="" class=""></div></div><button data-component="mdc-c-button" aria-label="Expandable Sidebar" type="button" id="button_id" class="mdc-c-button___U4iY2_2734c4f mdc-c-button--ghost mdc-c-button--size-medium SideBar_mck-c-sidebar__toggle-btn__EL8iE" aria-expanded="false" data-layer-event-prefix="UI Item" data-layer-action="click" data-layer-category="sidebar" data-layer-subcategory="open" data-layer-text="open sidebar"><span data-component="mdc-c-icon" class="mdc-c-icon___oi7ef_2734c4f mdc-c-icon--radial___y3csX_2734c4f mdc-c-icon--size-xxl___cL3ZT_2734c4f mck-plus-no-circle-icon"></span></button></div></div><div class="SideBar_mck-c-sidebar__content-outer__UdWCq"><div class="SideBar_mck-c-sidebar__eyebrow__5GSEq"></div><div class="SideBar_mck-c-sidebar__content__raEwe"><h2 data-component="mdc-c-heading" class="mdc-c-heading___0fM1W_2734c4f mdc-u-ts-3 SideBar_mck-c-sidebar__content-heading__NJekY"><div>Digital healthcare information-seeking activities.</div></h2><div class="SideBar_mck-c-sidebar__content-description__4p9iI mdc-u-ts-7"><div class="mdc-o-content-body"><p>In seeking healthcare information, most respondents stated a <strong>preference for using digital tools</strong>, rather than talking to a live person.<span class="FootNote_footnote-holder__tjRqy"><a aria-label="footnote" href="javascript:void(0);" class="FootNote_footnote-wrapper__AIRwL undefined FootNote_inactive__VZfCp" aria-describedby="c24bc1d8-bf15-4614-929b-a4df9b3e23c4"><sup class="FootNote_footnotesup__e73z_">1</sup><span class="FootNote_notch-wrapper__b_5NS"><span class="FootNote_notch__omKtY"></span></span><span class="FootNote_tooltip__QtrbA mdc-u-mt-2"><span class="FootNote_footnote-content__r2OVl"><span id="c24bc1d8-bf15-4614-929b-a4df9b3e23c4" aria-hidden="true" data-module-theme="light" class="FootNote_footnote-text__VjKgO mck-u-links-inline">2019 CHI, D3B. When given a choice, which do you prefer for each of the following tasks?</span></span></span></a></span> However, the percentage of respondents preferring digital to a live person has generally declined or plateaued over the past three years:</p> <div data-component="mdc-c-module-wrapper" data-module-theme="default" data-module-background="transparent" data-module-category="" class="mck-c-inline-module-container mck-o-md-center"><div class="mdc-u-grid mdc-u-grid-gutter-lg mdc-u-grid-col-sm-1 mdc-u-grid--align-start mdc-u-mb-3 GenericItem_mck-c-generic-item__sGwKL"><div data-component="mdc-c-content-block" class="mdc-c-content-block___7p6Lu_2734c4f mdc-u-grid-gutter-xs GenericItem_mck-c-generic-item__content__gq1m0"><div class="mck-c-eyebrow mdc-u-ts-10"><span> A</span></div></div></div><div class="mck-u-inline-module-border-top mck-u-inline-module-border-bottom"><picture data-component="mdc-c-picture" class="Exhibit_mck-c-exhibit__image__pyIDm"><source media="(min-width: 768px)" srcSet="/~/media/mckinsey/industries/healthcare%20systems%20and%20services/our%20insights/consumer%20decision%20making%20in%20healthcare/svg_infotransparency_exhibitab.svgz?cq=50&cpy=Center"/><img alt="Respondents preference for using digital tools to search for healthcare information." src="/~/media/mckinsey/industries/healthcare%20systems%20and%20services/our%20insights/consumer%20decision%20making%20in%20healthcare/svg_infotransparency_exhibitab.svgz?cq=50&cpy=Center" loading="lazy"/></picture></div><div class="mck-u-sr-only"></div></div> <p>Yet, despite a majority of respondents reporting a preference for digital healthcare information sources over speaking to a live person, in practice, a minority of respondents reported actually <strong>using digital information sources</strong><span class="FootNote_footnote-holder__tjRqy"><a aria-label="footnote" href="javascript:void(0);" class="FootNote_footnote-wrapper__AIRwL undefined FootNote_inactive__VZfCp" aria-describedby="fd0c94db-b357-4d68-8be0-56cc2d33d597"><sup class="FootNote_footnotesup__e73z_">2</sup><span class="FootNote_notch-wrapper__b_5NS"><span class="FootNote_notch__omKtY"></span></span><span class="FootNote_tooltip__QtrbA mdc-u-mt-2"><span class="FootNote_footnote-content__r2OVl"><span id="fd0c94db-b357-4d68-8be0-56cc2d33d597" aria-hidden="true" data-module-theme="light" class="FootNote_footnote-text__VjKgO mck-u-links-inline">2019 CHI, D4. Please indicate your familiarity and use of each.</span></span></span></a></span>:</p> <div data-component="mdc-c-module-wrapper" data-module-theme="default" data-module-background="transparent" data-module-category="" class="mck-c-inline-module-container mck-o-md-center"><div class="mdc-u-grid mdc-u-grid-gutter-lg mdc-u-grid-col-sm-1 mdc-u-grid--align-start mdc-u-mb-3 GenericItem_mck-c-generic-item__sGwKL"><div data-component="mdc-c-content-block" class="mdc-c-content-block___7p6Lu_2734c4f mdc-u-grid-gutter-xs GenericItem_mck-c-generic-item__content__gq1m0"><div class="mck-c-eyebrow mdc-u-ts-10"><span> B</span></div></div></div><div class="mck-u-inline-module-border-top mck-u-inline-module-border-bottom"><picture data-component="mdc-c-picture" class="Exhibit_mck-c-exhibit__image__pyIDm"><source media="(min-width: 768px)" srcSet="/~/media/mckinsey/industries/healthcare%20systems%20and%20services/our%20insights/consumer%20decision%20making%20in%20healthcare/svg_infotransparency_exhibitbb.svgz?cq=50&cpy=Center"/><img alt="Respondents actually using the digital healthcare information." src="/~/media/mckinsey/industries/healthcare%20systems%20and%20services/our%20insights/consumer%20decision%20making%20in%20healthcare/svg_infotransparency_exhibitbb.svgz?cq=50&cpy=Center" loading="lazy"/></picture></div><div class="mck-u-sr-only"></div></div> <p>These findings suggest that current digital tools do not satisfy consumers’ information requirements, and an opportunity exists for payers and providers to develop new and better digital healthcare information tools. Massachusetts offers one example that illustrates the challenges of web-based price-estimate tools: it passed a law in 2012 to provide healthcare price estimates to consumers, but a report last year found only between 2 to 6.6 percent of the state’s consumers in 2017 and 2018 were using web-based tools.<span class="FootNote_footnote-holder__tjRqy"><a aria-label="footnote" href="javascript:void(0);" class="FootNote_footnote-wrapper__AIRwL undefined FootNote_inactive__VZfCp" aria-describedby="ed07e544-44ba-446c-81a3-77c429f163ff"><sup class="FootNote_footnotesup__e73z_">3</sup><span class="FootNote_notch-wrapper__b_5NS"><span class="FootNote_notch__omKtY"></span></span><span class="FootNote_tooltip__QtrbA mdc-u-mt-2"><span class="FootNote_footnote-content__r2OVl"><span id="ed07e544-44ba-446c-81a3-77c429f163ff" aria-hidden="true" data-module-theme="light" class="FootNote_footnote-text__VjKgO mck-u-links-inline">Office of the Attorney General, <em>Examination of health care cost trends and cost drivers pursuant to G.L. c. 12C, Section 17</em>, Massachusetts Attorney General, October 17, 2019, mass.gov.</span></span></span></a></span></p> <p><em>“Apple makes accessing my information easy and secure. Trying to get all of my healthcare records in one place right now is a nightmare. I would love to be able to make appointments, see test results, and access my medical history all in one place from all my providers.”</em><br/> —Male, 44, individually insured</p> <p><em>“Website would not allow me to filter plans where my PCP was included in the plan. It had a function to do so, but it did not work. I had to look at each individual plan and key in my PCP’s name.”</em><br/> —Male, 45, individually insured</p> <p><em>“The insurer’s website portal is very poor and provides confusing information.”</em><br/> —Male, 28, group</p> <p>Additionally, 24 percent of respondents <strong>engaged with online/digital media outlets about topics related to healthcare</strong>, including medical conditions, treatments, physicians, or insurance.<span class="FootNote_footnote-holder__tjRqy"><a aria-label="footnote" href="javascript:void(0);" class="FootNote_footnote-wrapper__AIRwL undefined FootNote_inactive__VZfCp" aria-describedby="c379b9aa-7c75-4bc1-99fc-a70e714a4f0e"><sup class="FootNote_footnotesup__e73z_">4</sup><span class="FootNote_notch-wrapper__b_5NS"><span class="FootNote_notch__omKtY"></span></span><span class="FootNote_tooltip__QtrbA mdc-u-mt-2"><span class="FootNote_footnote-content__r2OVl"><span id="c379b9aa-7c75-4bc1-99fc-a70e714a4f0e" aria-hidden="true" data-module-theme="light" class="FootNote_footnote-text__VjKgO mck-u-links-inline">2019 CHI, D16. In the past 12 months, which of the following online/digital media outlets have you engaged with for topics related to your healthcare, including medical conditions, treatments, physicians, or insurance?</span></span></span></a></span> Fifteen percent engaged with Facebook, and 12 percent engaged with YouTube.<span class="FootNote_footnote-holder__tjRqy"><a aria-label="footnote" href="javascript:void(0);" class="FootNote_footnote-wrapper__AIRwL undefined FootNote_inactive__VZfCp" aria-describedby="81e956ab-f684-49ab-924d-251e6112de28"><sup class="FootNote_footnotesup__e73z_">5</sup><span class="FootNote_notch-wrapper__b_5NS"><span class="FootNote_notch__omKtY"></span></span><span class="FootNote_tooltip__QtrbA mdc-u-mt-2"><span class="FootNote_footnote-content__r2OVl"><span id="81e956ab-f684-49ab-924d-251e6112de28" aria-hidden="true" data-module-theme="light" class="FootNote_footnote-text__VjKgO mck-u-links-inline">2019 CHI, D16. In the past 12 months, which of the following online/digital media outlets have you engaged with for topics related to your healthcare, including medical conditions, treatments, physicians, or insurance?</span></span></span></a></span> Of those engaging with online/digital media, 46 percent were “seeking information about a medical condition” without posting, 29 percent “sought information about drugs, medications, or treatments without posting,” 21 percent “posted a question about a medical condition,” and 18 percent “sought information about physicians, clinics, or hospitals” without posting. Of those who have <strong>read online ratings of healthcare providers or insurance companies</strong>, 39 percent were “influenced to take action.”<span class="FootNote_footnote-holder__tjRqy"><a aria-label="footnote" href="javascript:void(0);" class="FootNote_footnote-wrapper__AIRwL undefined FootNote_inactive__VZfCp" aria-describedby="e2bd9877-c230-46e1-8c12-81bfe55f6a79"><sup class="FootNote_footnotesup__e73z_">6</sup><span class="FootNote_notch-wrapper__b_5NS"><span class="FootNote_notch__omKtY"></span></span><span class="FootNote_tooltip__QtrbA mdc-u-mt-2"><span class="FootNote_footnote-content__r2OVl"><span id="e2bd9877-c230-46e1-8c12-81bfe55f6a79" aria-hidden="true" data-module-theme="light" class="FootNote_footnote-text__VjKgO mck-u-links-inline">2019 CHI, D21. Have online posts you have read or online ratings you have seen of healthcare providers or insurance companies influenced you to take action?</span></span></span></a></span></p> <p><em>“I looked to see what people had to say about a doctor I was considering to use.”</em><br/> —Male, 55, individually insured</p> <p><em>“It caused me not to even make an appointment with a recommended physician after reading the poor reviews.”</em><br/> —Male, 35, group</p></div></div></div></div></div></div> <p>The healthcare industry is becoming more transparent as stakeholders in the healthcare ecosystem are not only expecting but also often demanding access to information. Providing consumers greater access to transparent information that they can understand has the potential to significantly improve their ability to engage in choosing where to receive care, including making trade-offs that are important to them, while improving their experience.</p> <p>When armed with transparent information, consumers are likely to make different decisions. These decisions include choosing a different provider, often considering reputation, quality, and costs. Convenience is less of a priority when tackling health concerns: younger generations tend to be more willing to drive longer distances to seek a lower-cost solution, while those over age 65 prefer high-quality options, even if they are less convenient. With greater ability to choose, “shoppability,” and more options for healthcare services, <strong>nearly all patients may in fact move to the lower-cost, in-network options that are of average quality</strong> rather than choose the higher-quality, higher-cost options.<span class="FootNote_footnote-holder__tjRqy"><a aria-label="footnote" href="javascript:void(0);" class="FootNote_footnote-wrapper__AIRwL undefined FootNote_inactive__VZfCp" aria-describedby="6e127488-3ca2-4b80-8816-d876c1b5af2a"><sup class="FootNote_footnotesup__e73z_">28</sup><span class="FootNote_notch-wrapper__b_5NS"><span class="FootNote_notch__omKtY"></span></span><span class="FootNote_tooltip__QtrbA mdc-u-mt-2"><span class="FootNote_footnote-content__r2OVl"><span id="6e127488-3ca2-4b80-8816-d876c1b5af2a" aria-hidden="true" data-module-theme="light" class="FootNote_footnote-text__VjKgO mck-u-links-inline">2019 CHI, FJ2C. Based on this information, which hospital best meets your needs?</span></span></span></a></span> As the conscientious consumer continues to gather more information via existing and new channels (such as online portals and social media), providers face a significant risk of losing patients who are equipped with, for example, information about poor administrative experiences.</p> <p>On the flip side, healthcare companies that lead the way in transparency may have the opportunity to build relationships with consumers to help them make their health decisions more effectively and to shape what and how information is shared at the industry level. These companies that can provide greater value to consumers will benefit from increased customer satisfaction. For those healthcare companies seeking to lower the total cost of healthcare, engaging consumers has been an underutilized means of improving medical cost trend. As technology, data, and consumer engagement increase, so too will the importance of information transparency in improving the healthcare ecosystem.</p></div><div class="container-placeholder"></div></div></div><div class="mdc-u-grid mdc-u-grid-gutter-xl"><section role="contentinfo" data-layer-region="article-about-authors" class="mdc-u-grid mdc-u-grid-col-md-12 AboutAuthor_mck-c-about-author__nRJzu"><div class="mdc-u-grid-col-md-start-2 mdc-u-grid-col-md-end-12 mdc-u-grid-col-lg-start-3 mdc-u-grid-col-lg-end-11"><h5 data-component="mdc-c-heading" class="mdc-c-heading___0fM1W_2734c4f mdc-c-heading--title___5qyOB_2734c4f mdc-c-heading--border___K8dj3_2734c4f mdc-u-align-center"></h5><div data-component="mdc-c-description" class="mdc-c-description___SrnQP_2734c4f mdc-u-ts-8 mck-u-links-inline mck-u-links-inline--secondary mdc-u-mt-5"><div><p><a href="/our-people/jenny-cordina"><strong>Jenny Cordina</strong></a> is an expert partner in McKinsey’s Detroit office. <strong>Sarah 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2018: An update on the journey</div></a></h6></div></div></div></div></div></div></div></main></div><script id="__NEXT_DATA__" type="application/json">{"props":{"pageProps":{"locale":"en","dictionary":{},"sitecoreContext":{"route":{"name":"Consumer decision making in healthcare The role of information transparency","displayName":"Consumer decision making in healthcare The role of information transparency","fields":null,"databaseName":"web","deviceId":"fe5d7fdf-89c0-4d99-9aa3-b5fbd009c9f3","itemId":"ed160289-c721-4ecb-b40c-7f1fa911cac1","itemLanguage":"en","itemVersion":1,"layoutId":"ae753eb4-a035-40b4-83bf-4b4438df6742","templateId":"683910db-02ba-40ba-92e7-726c880160a9","templateName":"ArticleJSS","placeholders":{"jss-main":[{"uid":"232bb7e9-289f-492d-a916-2b6185e44a84","componentName":"ArticleTemplate","dataSource":"","fields":{"data":{"articleTemplate":{"title":{"jsonValue":{"value":"Consumer decision making in healthcare: The role of information transparency"}},"sEOTitle":{"value":"Role of information transparency in healthcare"},"description":{"jsonValue":{"value":"When armed with transparent information, consumers are likely to make different decisions. These decisions include choosing a different provider, often considering reputation, quality, and costs."}},"sEODescription":{"value":"When armed with transparent information, consumers are likely to make different healthcare decisions."},"displayDate":{"jsonValue":{"value":"2020-07-13T00:00:00Z"}},"body":{"value":"[[DownloadsSidebar]]\n[[MostPopularArticles 5]]\n\n\u003cp\u003e\u003cem\u003e\u003cstrong\u003eAuthors\u0026rsquo; Note:\u003c/strong\u003e These survey results reflect pre-COVID-19 answers and sentiments. For the latest in consumer feedback, please visit \u003ca href=\"/industries/healthcare/our-insights\"\u003ehttps://www.mckinsey.com/industries/healthcare-systems-and-services/our-insights\u003c/a\u003e.\u003c/em\u003e\u003c/p\u003e\n\n\u003cp \u003e\u003cstrong\u003eAs consumers experience more information transparency across various industries, many expect more accessible, user-friendly data around healthcare.\u003c/strong\u003e The result has left some entities struggling to keep up with rising expectations, while others have adjusted by lowering prices, improving quality of services, and focusing on patient experiences.\u003c/p\u003e\n\n\u003cp\u003eStill, despite these consumer preferences and push, in our 2019 Consumer Health Insights Survey, only a fraction of respondents said they have been able to retrieve the information they sought when making healthcare decisions, contributing to low satisfaction.[[footnote 1]] Our analysis shows that when respondents can access relevant information when making a healthcare decision, they will choose an option that best meets their needs. They often look for lower costs, even if it means making other trade-offs (for example, a more convenient location).[[footnote 2]]\u003c/p\u003e\n\n\u003cp\u003eMore than 60 percent of patients report they want more information when deciding where to get care.[[footnote 3]] In a world of limited information, some patients chose to look for more information, while nearly 49 percent of respondents stated that they instead chose to follow the recommendation for care from their doctor, clinician, or health insurer.\u003c/p\u003e\n\n\u003cp\u003eIn our analysis, about 90 percent of respondents chose the lower-cost, in-network options that were of average quality over the higher-quality,[[footnote 4]] higher-cost options. Our research suggests that providing consumers with better and more accessible information could have a profound impact on how decisions are made (Exhibit 1).\u003c/p\u003e\n\n[[exhibit 1]]\n\n\u003ch2\u003eWhat does care look like in a world where consumers have more transparency of information?\u003c/h2\u003e\n\n\u003cp\u003eConsumers have driven certain healthcare businesses to adapt and meet their expectations. These adaptations include:\u003c/p\u003e\n\n\u003cul\u003e\n\u003cli\u003e\u003cstrong\u003eLowered price:\u003c/strong\u003e The cost of elective surgeries, such as LASIK surgery, breast augmentation, and eyelid lifts, has decreased 10 to 15 percent cumulatively over the last decade, enabled by technology advances that now allow these entire procedures to take around 10 minutes.[[footnote 5]] By comparison, the price of nonelective surgeries, like childbirth delivery, has increased by up to four times over the same time period.[[footnote 6]]\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eImproved quality of services:\u003c/strong\u003e As the price of some elective consumer services declined, the quality of those same services has improved. For example, when LASIK first debuted in the 1990s, 60 percent of patients had 20/20 range of vision after surgery. Today, those numbers have improved dramatically, with more than 90 percent achieving perfect vision.[[footnote 7]]\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eImproved experience:\u003c/strong\u003e From contact lenses on-demand to at-home kits for retainers to customized healthcare entities, healthcare leaders and start-ups are investing rapidly in improving experiences for consumers. Customers are able to receive more personalized, seamless, and digitally enabled healthcare experiences, such personalized live video doctor visits.\u003c/li\u003e\n\u003c/ul\u003e\n\n\u003ch2\u003eWhat increasing information transparency and new business models mean for traditional healthcare services\u003c/h2\u003e\n\n\u003cp\u003eWhile rising customer expectations are driving new business models, increased choice pressure is also affecting existing healthcare systems. Increased price transparency is driving more pricing information, and therefore more \u0026ldquo;shoppable\u0026rdquo; healthcare services. Certain services with relatively straightforward pricing structures, such as imaging, can now be viewed in easy-to-use, Kayak-like search engines in certain areas. For example, Colorado\u0026rsquo;s Center for Improving Value in Health Care\u0026rsquo;s online tool allows patients to locate facilities with the lowest cost, nearest location, and best patient experience; this information empowers patients to potentially significantly lower the cost of their healthcare services.[[footnote 8]] Previous research has indicated the use of price transparency information was associated with lower total claims for routine medical services, with the largest difference for advanced imaging services.[[footnote 9]]\u003c/p\u003e\n\n\u003cp\u003eStart-ups are offering consumers more options, such as healthcare financial wellness platforms that provide the information they need to make high-value healthcare decisions or tools that make shopping for government-funded healthcare more transparent. Other companies have focused on digital marketplaces for patients to purchase prescriptions with full-price transparency. While many providers have been either hesitant or challenged in offering price transparency estimates, some have worked to provide greater transparency.\u003c/p\u003e\n\n\u003cp\u003eFor example, UCHealth in Colorado, Mayo Clinic in Minnesota, and University of Utah Health have been commended for their efforts in price transparency,[[footnote 10]] enabling consumers to receive an estimate for services. While the consumer is warned that it is impossible to know the exact cost, this high-level estimate gives patients the ability to make more informed decisions around their care. Additionally, many providers (such as retail clinics and urgent care centers) of basic health services (for example, lab tests, primary care, ancillary) offer standard pricing, which removes any need for consumer uncertainty.\u003c/p\u003e\n\n[[disruptor1up learnmore]]\n\n\u003ch2\u003eHow is the lack of information transparency today driving consumer behavior?\u003c/h2\u003e\n\n\u003cp\u003eRespondents said they desire personalized, tailored information to make the right decisions about their healthcare\u0026mdash;particularly in relationship to cost. Some gaps currently exist between the healthcare information that they want, what is available, and where it can be found. Moreover, respondents said they find the tools meant to help often do not give them the information they need.[[footnote 11]]\u003c/p\u003e\n\n\u003ch3\u003eInformation for deciding where to get care\u003c/h3\u003e\n\n[[sidebar 1]]\n\n\u003cp\u003e\u003cstrong\u003eMost respondents don\u0026rsquo;t have the information they want when deciding where to get care\u003c/strong\u003e.[[footnote 12]] That lack of information also is reflected in low consumer satisfaction scores. Among 15 journeys respondents rated, commercially insured respondents reported the lowest \u003cstrong\u003esatisfaction scores\u003c/strong\u003e for \u0026ldquo;ability to find out if there are lower-cost options for treatment\u0026rdquo; and \u0026ldquo;ability to figure out what their cost for a service would be\u0026rdquo; (scoring 7.2 out of 10.0). In contrast, \u0026ldquo;how easy it was to fill a prescription\u0026rdquo; had the highest satisfaction score (8.5) (Exhibit 2).\u003c/p\u003e\n\n[[exhibit 2]]\n\n\u003cp\u003eWhen important information wasn\u0026rsquo;t available to them, many respondents relied upon recommendations from their physicians or insurance companies when deciding where to get care. Among respondents who \u003cstrong\u003edidn\u0026rsquo;t have the desired information when deciding where to get care\u003c/strong\u003e,[[footnote 13]] 35 percent \u0026ldquo;followed the recommendation for care from their physicians and didn\u0026rsquo;t look for the information.\u0026rdquo; Fifteen percent said they \u0026ldquo;followed the recommendation from their health insurer and didn\u0026rsquo;t look for the information.\u0026rdquo; Fifteen percent said they \u0026ldquo;didn\u0026rsquo;t know where to get the information.\u0026rdquo;\u003c/p\u003e\n\n\u003cp\u003e\u003cem\u003e\u0026ldquo;I would like to clearly understand what is covered and what isn\u0026rsquo;t. It\u0026rsquo;s so hard to find that information. Even when you call, the people on the line, they can\u0026rsquo;t give a clear answer.\u0026rdquo;\u003c/em\u003e\u003cbr /\u003e\n\u0026mdash;Female, 33, group\u003c/p\u003e\n\n\u003cp\u003eWhile most insured respondents say that they understand their deductibles, opportunity remains to further expand information about this category. Many insured respondents \u003cstrong\u003edidn\u0026rsquo;t know what their deductibles were\u003c/strong\u003e.[[footnote 14]] Thirty-four percent didn\u0026rsquo;t know their deductible for out-of-network medical coverage, 24 percent didn\u0026rsquo;t know their deductible for prescription drugs, and 16 percent didn\u0026rsquo;t know their deductible for in-network medical coverage. Furthermore, as an example for choosing the most cost-efficient site of care, only 45 percent of respondents said they \u003cstrong\u003eunderstood\u003c/strong\u003e \u0026ldquo;cost differences for inpatient (hospital) vs outpatient (non-hospital) settings for a procedure\u0026rdquo; such as a colonoscopy.[[footnote 15]]\u003c/p\u003e\n\n\u003cp\u003e\u003cem\u003e\u0026ldquo;I asked for the information, but providers refuse to disclose \u0026hellip; the cost.\u0026rdquo;\u003c/em\u003e\u003cbr /\u003e\n\u0026mdash;Female, 42, uninsured\u003c/p\u003e\n\n\u003ch3\u003eInformation for quality of care\u003c/h3\u003e\n\n\u003cp\u003eRespondents were asked to select \u003cstrong\u003ethe important factors that would give them confidence that they would receive high-quality care\u003c/strong\u003e (Exhibit 3).[[footnote 16]] While more than half cited their own experiences or said proof or evidence of good health outcomes, 38 percent said their confidence was based on whether \u0026ldquo;a facility has a good reputation for quality/scored well by publications.\u0026rdquo; Only 31 percent said they had confidence \u0026ldquo;based on a recommendation from another medical professional/clinician.\u0026rdquo;\u003c/p\u003e\n\n[[exhibit 3]]\n\n\u003cp\u003eRespondents were asked to report \u003cstrong\u003ewhere they learned about the quality of a clinician or facility\u003c/strong\u003e they wanted to visit or have visited.[[footnote 17]] Thirty-seven percent said they searched online/used an app, while 31 percent visited the hospital or physician\u0026rsquo;s website. Twenty percent said they used their health insurer\u0026rsquo;s website or app. Thirty-four percent asked their primary doctor for advice, while 28 percent asked friends or family.\u003c/p\u003e\n\n\u003cp\u003eRespondents were asked about their \u003cstrong\u003epreferred sources of support for healthcare decisions\u003c/strong\u003e (Exhibit 4).[[footnote 18]] Respondents generally said they preferred their primary care providers (PCPs) to support them in making clinical treatment decisions, while preferring their health insurance companies to support them in understanding costs and benefits. They relied on their own web research for selecting a PCP and a pharmacy, and for obtaining information about provider quality performance.\u003c/p\u003e\n\n[[exhibit 4]]\n\n\n[[disruptor1up readnext]]\n\n\u003ch2\u003eHow could decisions (and cost) be supported by greater information transparency?\u003c/h2\u003e\n\n\u003cp\u003eWhen consumers have access to information that is personalized to their situation, they are likely to make different decisions, often prioritizing factors important to them, such as cost. The survey attempted to understand how consumers might use transparent information to make decisions through a simulated experience. We identified several trends through this simulation:\u003c/p\u003e\n\n\u003cul\u003e\n\u003cli\u003eAcross different scenarios, respondents often chose lower-cost options that are of average quality rather than higher-cost, higher-quality options. As we increased out-of-pocket costs, even fewer chose higher-cost, higher-quality options.\u003c/li\u003e\n\u003cli\u003eMost respondents were willing to change their preferred site of care when they learned that someone they knew experienced a poor administrative experience at that site.\u003c/li\u003e\n\u003cli\u003eProximity appears to be more of a \u0026ldquo;nice-to-have\u0026rdquo; option. Most respondents chose lower-cost or high-quality options over options that were higher-cost and more convenient.\u003c/li\u003e\n\u003cli\u003ePast consumer experiences matter in decision making. We found respondents who have experienced an inpatient stay in the past or face chronic conditions are more willing to choose higher-quality options that are more expensive.\u003c/li\u003e\n\u003c/ul\u003e\n\n\u003cp\u003eTo ascertain consumer choices in a real-world situation, we created three different health scenarios.\u003c/p\u003e\n\n\u003cp\u003eWe asked respondents to imagine that they recently moved and were looking to find a new PCP for their annual physicals. Respondents had to pick a PCP that best fit their needs. We provided them with eight options that had varying location information, wait times, and out-of-pocket costs.[[footnote 19]]\u003c/p\u003e\n\n\u003cul\u003e\n\u003cli\u003eRespondents preferred going farther away if they could get an appointment more quickly (43 percent chose the farthest option where they could be seen within 24 hours; 14 percent chose the closet location but where their wait would have been between four and six days).\u003c/li\u003e\n\u003cli\u003eFew respondents (17 percent) were willing to pay a higher cost for a more conveniently located facility.\u003c/li\u003e\n\u003cli\u003eRespondents were equally split between preferring to book their appointment online or call. More than half of Gen Z and millennial respondents preferred booking online, while more than two-thirds of baby boomers and those older preferred booking over the phone. Gen X respondents were equally split.[[footnote 20]]\u003c/li\u003e\n\u003c/ul\u003e\n\n\u003cp\u003eRespondents were given a hypothetical review of their doctor\u0026rsquo;s office that described a poor administrative experience around incorrect billing. \u003cstrong\u003eForty-five percent of respondents\u003c/strong\u003e looked for a different doctor\u0026rsquo;s office after reading about a poor administrative experience (Exhibit 5).[[footnote 21]]\u003c/p\u003e\n\n[[exhibit 5]]\n\n\u003cp\u003eWe next asked respondents to imagine that they had been visiting a specialist and were referred for an outpatient procedure. We informed them that their health insurance plan has a $5,000 deductible. We showed them five options with varying locations, quality, appointment wait times, and costs.[[footnote 22]]\u003c/p\u003e\n\n\u003cul\u003e\n\u003cli\u003eThirty-two percent of respondents were willing to drive 30 minutes farther if it meant a cost savings of $750. This result skewed more heavily with younger generations.\u003c/li\u003e\n\u003cli\u003eMore than a third were more motivated by quality, with a fourth choosing a higher-quality option that had a week-longer wait than others. More than a third of respondents over age 65 chose this high-quality, less convenient option.\u003c/li\u003e\n\u003cli\u003eFew respondents (13 percent) chose the most convenient, lowest-quality option. Gen X had the highest share, at 16 percent, of those choosing the convenient option.[[footnote 23]]\u003c/li\u003e\n\u003c/ul\u003e\n\n\u003cp\u003eIn the simulation, we told respondents that the original cost was wrong: it would now cost $100 to $750 more for the option they chose. Fewer respondents said they would look for an alternative option (22 percent) when their original choice was $100 more, but nearly half (48 percent) would do so if the cost was $750 more.[[footnote 24]] Respondents who said they would stick with their original choice tended to be younger, wealthier, and individually insured.[[footnote 25]]\u003c/p\u003e\n\n\u003cp\u003eIn the third scenario, respondents were asked to imagine that their specialist and physical therapist recommended spinal surgery to improve their lower back pain. Respondents were asked to pick a facility they would want to attend to receive surgery.\u003c/p\u003e\n\n\u003cp\u003eWe presented respondents with four options: two that were in-network, and two that were out-of-network. The in-network options were of average or slightly above-average quality, while the out-of-network options were high quality. \u003cstrong\u003eAbout 90 percent of respondents chose the lower-cost, in-network options that were average quality\u003c/strong\u003e over the higher-quality, higher-cost options (Exhibit 6).[[footnote 26]]\u003c/p\u003e\n\n[[exhibit 6]]\n\n\u003cp\u003eWe informed the respondents of a poor administrative experience in which the specialist did not communicate well with the respondents\u0026rsquo; PCP. We found a similar number of respondents were driven to switch locations based on learning about a poor experience. Of the 45 percent of respondents who originally picked Hospital 1, 52 percent of respondents switched hospitals (Exhibit 7).[[footnote 27]]\u003c/p\u003e\n\n[[exhibit 7]]\n\n\u003ch2\u003eConclusion\u003c/h2\u003e\n\n[[sidebar 2]]\n\n\u003cp\u003eThe healthcare industry is becoming more transparent as stakeholders in the healthcare ecosystem are not only expecting but also often demanding access to information. Providing consumers greater access to transparent information that they can understand has the potential to significantly improve their ability to engage in choosing where to receive care, including making trade-offs that are important to them, while improving their experience.\u003c/p\u003e\n\n\u003cp\u003eWhen armed with transparent information, consumers are likely to make different decisions. These decisions include choosing a different provider, often considering reputation, quality, and costs. Convenience is less of a priority when tackling health concerns: younger generations tend to be more willing to drive longer distances to seek a lower-cost solution, while those over age 65 prefer high-quality options, even if they are less convenient. With greater ability to choose, \u0026ldquo;shoppability,\u0026rdquo; and more options for healthcare services, \u003cstrong\u003enearly all patients may in fact move to the lower-cost, in-network options that are of average quality\u003c/strong\u003e rather than choose the higher-quality, higher-cost options.[[footnote 28]] As the conscientious consumer continues to gather more information via existing and new channels (such as online portals and social media), providers face a significant risk of losing patients who are equipped with, for example, information about poor administrative experiences.\u003c/p\u003e\n\n\u003cp\u003eOn the flip side, healthcare companies that lead the way in transparency may have the opportunity to build relationships with consumers to help them make their health decisions more effectively and to shape what and how information is shared at the industry level. These companies that can provide greater value to consumers will benefit from increased customer satisfaction. For those healthcare companies seeking to lower the total cost of healthcare, engaging consumers has been an underutilized means of improving medical cost trend. As technology, data, and consumer engagement increase, so too will the importance of information transparency in improving the healthcare ecosystem.\u003c/p\u003e"},"isFullScreenInteractive":{"boolValue":false},"hideStickySocialShareBar":{"boolValue":false},"desktopID":{"value":""},"mobileID":{"value":""},"desktopURL":{"value":""},"mobileURL":{"value":""},"desktopPaddingPercentage":{"value":""},"mobilePaddingPercentage":{"value":""},"desktopOverrideHeight":{"value":""},"mobileOverrideHeight":{"value":""},"cerosOembedURL":{"value":""},"cerosRenderMode":{"targetItem":null},"cerosBackgroundColor":{"targetItem":null},"hideByLine":{"boolValue":false},"tableOfContentsTitle":{"value":"TABLE OF CONTENTS"},"accessStatus":{"targetItem":{"key":{"value":"RegisteredUsers"},"value":{"value":"Registered Users"}}},"articleType":{"targetItem":{"displayName":"Article"}},"hasSpecialReport":{"boolValue":false},"contentType":{"targetItem":{"displayName":"Article"}},"sourcePublication":{"targetItem":null},"externalPublication":{"value":""},"mobileReady":{"boolValue":true},"forClientsOnly":{"boolValue":false},"excludeFromClientLink":{"boolValue":false},"originalPublishDate":{"jsonValue":{"value":"2020-07-13T00:00:00Z"}},"footnotes":{"value":"\u003col\u003e\n \u003cli\u003eForty-five percent of respondents reported dissatisfaction with their ability to figure out the cost of a service, and 45 percent of respondents said they were not satisfied with their ability to find out if there are lower-cost options for treatments (ranked 1\u0026ndash;7 on a 10-point scale). This lack of information transparency corresponded to negative effects on a consumer\u0026rsquo;s overall experience. When respondents were asked to rank their satisfaction, they repeatedly ranked information transparency areas, such as understanding the cost of care, understanding their bill, and finding the right provider, as points of low satisfaction that negatively affected their healthcare experience. 2019 Consumer Health Insights research (CHI), QIJ3. How would you rate your satisfaction in each of the following areas? Scale 1 (highly dissatisfied) to 10 (highly satisfied).\u003c/li\u003e\n \u003cli\u003e2019 CHI, FJB2. Imagine that you went to your health insurer\u0026rsquo;s website where they provide the following information. Based on this information, which facility best meets your needs?\u003c/li\u003e\n \u003cli\u003e2019 CHI, QDJ1. How important is the following information when you\u0026rsquo;re deciding where to get care?\u003c/li\u003e\n \u003cli\u003eRespondents defined \u0026ldquo;quality\u0026rdquo; as both quality of experience and quality of health outcomes: 53 percent of respondents define the quality of their healthcare by their personal experience, and 51 percent define quality by the type of health outcomes that they see after receiving care.\u003c/li\u003e\n \u003cli\u003eAll About Vision, allaboutvision.com; \u0026ldquo;National Health Expenditure Accounts,\u0026rdquo; Centers for Medicare \u0026amp; Medicaid Services, 2018, cms.gov; \u0026ldquo;Plastic Surgery Statistics,\u0026rdquo; American Society of Plastic Surgeons, 2005\u0026ndash;18, plasticsurgery.org; The LASIK Vision Institute, lasik.com.\u003c/li\u003e\n \u003cli\u003eStranges E, Wier LM, and Elixhauser A, \u003cem\u003eComplicating Conditions of Vaginal Deliveries and Cesarean Sections\u003c/em\u003e, 2009, HCUP Statistical Brief #131, Agency for Healthcare Research and Quality, last modified May 13, 2016, hcup-us.ahrq.gov.\u003c/li\u003e\n \u003cli\u003eSandoval HP et al., \u0026ldquo;Modern laser in situ keratomileusis outcomes,\u0026rdquo; \u003cem\u003eJournal of Cataract \u0026amp; Refractive Surgery\u003c/em\u003e, 2016, Volume 42, Issue 8, pp. 1224\u0026ndash;34.\u003c/li\u003e\n \u003cli\u003e\u0026ldquo;Consumers can now shop for healthcare imaging services in Colorado with CIVHC\u0026rsquo;s new tool,\u0026rdquo; Network for Regional Healthcare Improvement, July 16, 2018, nrhi.org.\u003c/li\u003e\n \u003cli\u003eWhaley C et al., \u0026ldquo;Association between availability of health service prices and payments for these services,\u0026rdquo; \u003cem\u003eJAMA\u003c/em\u003e, 2014, Volume 312, Issue 16, pp. 1670\u0026ndash;6, jamanetwork.com.\u003c/li\u003e\n \u003cli\u003ePorter S, \u0026ldquo;Verma commends 3 health systems for their price transparency,\u0026rdquo; Healthleaders, January 10, 2019, healthleadersmedia.com.\u003c/li\u003e\n \u003cli\u003e2019 CHI, DJ2. Why don\u0026rsquo;t you have the information you\u0026rsquo;d like when you\u0026rsquo;re deciding where to get care?\u003c/li\u003e\n \u003cli\u003e2019 CHI, IJ3. How would you rate your satisfaction in each of the following areas? Scale 1 (highly dissatisfied) to 10 (highly satisfied).\u003c/li\u003e\n \u003cli\u003e2019 CHI, DJ2. Why don\u0026rsquo;t you have the information you\u0026rsquo;d like when you\u0026rsquo;re deciding where to get care?\u003c/li\u003e\n \u003cli\u003e2019 CHI, C5. What is your deductible for your health coverage?\u003c/li\u003e\n \u003cli\u003e2019 CHI, DJ6. How well do you understand the following for you?\u003c/li\u003e\n \u003cli\u003e2019 CHI, DJ3. Please rank up to the three most important factors that you think of that would give you confidence you would receive good quality care.\u003c/li\u003e\n \u003cli\u003e2019 CHI, DJ4. In those situations, how did you learn about the quality of the clinician or facility that you wanted to visit or visited?\u003c/li\u003e\n \u003cli\u003e2018 CHI, E1A\u0026ndash;E23A. Who would you want to support you in choosing the (right health insurance plan, primary care provider, etc.) for yourself and/or your family? Why would you most prefer the option you chose?\u003c/li\u003e\n \u003cli\u003e2019 CHI, FJ2. Imagine that you went to your health insurer\u0026rsquo;s website where they provide the following information. Based on this information, which primary care provider best meets your needs?\u003c/li\u003e\n \u003cli\u003e2019 CHI, FJ2. Imagine that you went to your health insurer\u0026rsquo;s website where they provide the following information. Based on this information, which primary care provider best meets your needs? S1. How old are you today?\u003c/li\u003e\n \u003cli\u003e2019 CHI, FJ3. Before your first appointment, imagine you read a patient review of the doctor\u0026rsquo;s office that says, \u0026ldquo;The doctor is good but the staff needs help! I\u0026rsquo;ve received incorrect bills multiple times and the staff is rude and unhelpful when I call to talk with them.\u0026rdquo; What would you do?\u003c/li\u003e\n \u003cli\u003e2019 CHI, FJ2B. Imagine that you went to your health insurer\u0026rsquo;s website where they provide the following information. Additionally, your health insurance plan has a $5,000 deductible so you will have to pay for all costs up to $5,000. Based on this information, which facility best meets your needs?\u003c/li\u003e\n \u003cli\u003e2019 CHI, FJ2B. Based on this information, which facility best meets your needs? S1. How old are you today?\u003c/li\u003e\n \u003cli\u003e2019 CHI, FJ3B. When you call to schedule your appointment, the facility lets you know the price on your insurance company\u0026rsquo;s website was wrong and the procedure will cost [X] more. What would you do?\u003c/li\u003e\n \u003cli\u003e2019 CHI, FJ3B. What would you do? S1. How old are you today? S11. For 2018, what was the total annual income for your household? S12. By age, income, and insurance status. Which of the following best describes your current healthcare insurance coverage?\u003c/li\u003e\n \u003cli\u003e2019 CHI FJ2C. Imagine that you went to your health insurer\u0026rsquo;s website and you see you have $2,000 left on your deductible before your health insurance will pay everything for in-network locations. For hospitals that are out of network, they\u0026rsquo;ll cover 80% of the cost. Based on this information, which hospital best meets your needs?\u003c/li\u003e\n \u003cli\u003e2019 CHI, FJ2. Based on this information, which hospital best meets your needs? FJ3C. Before your appointment, you find out that a close friend had a similar back surgery at the same location several years ago. Your friend mentions it was very difficult to schedule your follow-up appointments and the facility didn\u0026rsquo;t communicate very well with her primary care provider. What would you do?\u003c/li\u003e\n \u003cli\u003e2019 CHI, FJ2C. Based on this information, which hospital best meets your needs?\u003c/li\u003e\n\u003c/ol\u003e"},"contributoryPractice":{"targetItems":[{"displayName":"Healthcare"},{"displayName":"SHaPE"}]},"aboutTheAuthors":{"value":"\u003cp\u003e\u003ca href=\"/our-people/jenny-cordina\"\u003e\u003cstrong\u003eJenny Cordina\u003c/strong\u003e\u003c/a\u003e is an expert partner in McKinsey\u0026rsquo;s Detroit office. \u003cstrong\u003eSarah Greenberg\u003c/strong\u003e is a consultant in the New York office.\u003c/p\u003e\n\n\u003cp\u003eThis article was edited by Elizabeth Newman, an executive editor in the Chicago office.\u003c/p\u003e"},"authors":{"targetItems":[{"template":{"id":"3FBABDB63A094F68B1F8E1BBE1BA124E","name":"Author"},"id":"4ED69DEC53044AE097D61450C10FB2CD","name":"Jenny Cordina","authorTitle":{"value":"Jenny Cordina"},"description":{"value":""},"thumbnailImage":{"alt":"","src":null},"profile":{"targetItems":[{"standardImage":{"src":"/~/media/mckinsey/our people/jenny cordina/jenny cordina_8353_fc-mask_profile_1536x1152.png","alt":"Jenny Cordina"},"emailLinks":{"value":"Jenny_Cordina@mckinsey.com"},"linkedInUrl":{"value":"https://www.linkedin.com/in/jennycordina"},"description":{"value":"Improves healthcare clients’ performance across levers with a deep focus on delivering impact through consumerism in areas such as digital, analytics, insights, patient engagement, growth, retention, and experience"},"locations":{"targetItems":[{"name":"Detroit","displayName":"Detroit"}]},"firmTitle":{"value":"Partner"},"thumbnailImage":{"alt":"John Copeland","src":"/~/media/mckinsey/our people/jenny cordina/jenny cordina_8353_fc-mask_headshot_988x741.png"},"url":{"path":"/our-people/jenny-cordina"}}]}},{"template":{"id":"3FBABDB63A094F68B1F8E1BBE1BA124E","name":"Author"},"id":"E2A80B6EDEB342FABB5BC2430483504D","name":"Sarah Greenberg","authorTitle":{"value":"Sarah Greenberg"},"description":{"value":""},"thumbnailImage":{"alt":"","src":null},"profile":{"targetItems":[]}}]},"nonPartnerAuthors":{"targetItems":[]},"interactiveToUse":{"targetItem":null},"enableArticleComponents":{"boolValue":false},"relatedArticles":{"targetItems":[{"sourcePublication":{"targetItem":null},"publicationSource":null,"externalPublication":{"value":""},"title":{"value":"Insights from McKinsey's Consumer Social Determinants of Health Survey"},"url":{"path":"/industries/healthcare/our-insights/insights-from-the-mckinsey-2019-consumer-social-determinants-of-health-survey"},"eyebrow":{"targetItem":{"name":"Article"}},"articleType":{"targetItem":{"name":"Article"}},"contentType":{"targetItem":{"name":"Article"}},"description":{"value":"Survey findings shed light on how social determinants of health affect healthcare utilization rates and consumers interest in social program offerings."},"standardImage":{"src":"/~/media/mckinsey/industries/healthcare systems and services/our insights/insights from the consumer social determinants of health survey/hero-insights-from-social-determinants-survey.jpg","alt":"Insights from McKinsey's Consumer Social Determinants of Health Survey"},"heroImage":null,"thumbnailImage":null},{"sourcePublication":{"targetItem":null},"publicationSource":null,"externalPublication":{"value":""},"title":{"value":"Healthcare consumerism today: Accelerating the consumer experience"},"url":{"path":"/industries/healthcare/our-insights/healthcare-consumerism-today-accelerating-the-consumer-experience"},"eyebrow":{"targetItem":{"name":"Article"}},"articleType":{"targetItem":{"name":"Article"}},"contentType":{"targetItem":{"name":"Article"}},"description":{"value":"McKinsey\u0026rsquo;s latest research shows that consumer engagement in healthcare continues to grow, but many payers and providers are struggling to meet changing needs and demands."},"standardImage":{"src":"/~/media/mckinsey/industries/healthcare systems and services/our insights/healthcare consumerism today accelerating the consumer experience/hero-healthcare-consumerism-today.jpg","alt":"Healthcare consumerism today Accelerating the consumer experience"},"heroImage":null,"thumbnailImage":null},{"sourcePublication":{"targetItem":null},"publicationSource":null,"externalPublication":{"value":""},"title":{"value":"Healthcare consumerism 2018: An update on the journey"},"url":{"path":"/industries/healthcare/our-insights/healthcare-consumerism-2018"},"eyebrow":{"targetItem":{"name":"Article"}},"articleType":{"targetItem":{"name":"Article"}},"contentType":{"targetItem":{"name":"Article"}},"description":{"value":"McKinsey\u0026rsquo;s latest healthcare consumer research suggests that consumer engagement can improve care access, quality, and affordability. 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information transparency across \u003cstrong\u003einsurance cost and coverage, clinical care and quality of the healthcare service, and nonclinical experience\u003c/strong\u003e. Respondents indicated that health coverage, cost, and experience were most important to them when deciding where to get care. Seventy-eight percent of respondents indicated that health insurance plan coverage was very important (ranked 8\u0026ndash;10 on a 10-point scale), 74 percent said the cost they had to pay was very important, 74 percent said a positive past experience was important, and 70 percent cited a clinician\u0026rsquo;s level of expertise (school, training) as important.\u003c/p\u003e\n\n\u003ch3\u003eInsurance cost and coverage\u003c/h3\u003e\n\n\u003cp\u003eMany consumers use insurance coverage as a proxy for cost of a service. They seek this information before they look at past experiences and medical reputation of healthcare providers.[[footnote 1]] Respondents most commonly prefer to receive information about the cost of their care from their health insurance company (50 percent) or their physician (49 percent) rather than conduct independent research.[[footnote 2]]\u003c/p\u003e\n\n\u003ch3\u003eClinical care and quality of the healthcare service\u003c/h3\u003e\n\n\u003cp\u003eWhen respondents were asked what their first step would be when they were told to pursue treatment for an outpatient service from a specialist, 30 percent said they would check the quality of the facilities by asking friends or looking online.[[footnote 3]][[footnote 4]]\u003c/p\u003e\n\n\u003ch3\u003eNonclinical experience\u003c/h3\u003e\n\n\u003cp\u003eUnderstanding information around healthcare experience also influences healthcare decision making. A consumer\u0026rsquo;s healthcare experience is influenced by factors such as administrative experience, staff friendliness, ease of scheduling, appointment location, and average wait time for an appointment. For example, in a simulation, when given information about a poor administrative experience, 45 percent of respondents opted to switch to a different doctor\u0026rsquo;s office.[[footnote 5]]\u003c/p\u003e"}},"aboutTheAuthors":{"jsonValue":{"value":""}},"headline":{"jsonValue":{"value":"Information transparency could take many forms."}},"footnotes":{"value":"\u003col\u003e\n \u003cli\u003e2019 CHI, QDJ1. How important is the following information when you\u0026rsquo;re deciding where to get care?\u003c/li\u003e\n \u003cli\u003e2019 CHI, QA2. Which of the following would you prefer to support you in understanding the cost of a healthcare service before receiving care?\u003c/li\u003e\n \u003cli\u003e2019 CHI, FJ1B. For this situation, please imagine you\u0026rsquo;ve been visiting a specialist about some jaw and chest pain. The specialist wants to understand how well your heart is working and recommends an hour-long procedure called a cardiac catheterization to measure the pressure and blood flow in your heart. Your specialist provides you with a list of several recommended facilities with their phone numbers, so you can schedule an appointment. What would you do next?\u003c/li\u003e\n \u003cli\u003e2019 CHI, QDJ3. Please rank up to the three most important factors that you think of that would give you confidence you would receive good quality care.\u003c/li\u003e\n \u003cli\u003e2019 CHI, QFJ3. Before your first appointment, imagine you read a patient review of the doctor\u0026rsquo;s office that says, \u0026ldquo;The doctor is good but the staff needs help! I\u0026rsquo;ve received incorrect bills multiple times and the staff is rude and unhelpful when I call to talk with them.\u0026rdquo; What would you do?\u003c/li\u003e\n\u003c/ol\u003e"},"showShareTools":{"boolValue":true},"backgroundColor":{"targetItem":{"key":{"value":"Lightest Grey"},"value":{"value":"lightest-grey"}}},"gradientDirection":{"targetItem":{"key":{"value":"Bottom Right"},"value":{"value":"bottom-right"}}},"renderMode":{"targetItem":{"key":{"value":"Collapsible"},"value":{"value":"default"}}},"isAboutAuthor":{"boolValue":false},"background":{"targetItem":null},"image":{"src":null,"alt":""}},{"mediaID":{"value":"2"},"description":{"jsonValue":{"value":"\u003cp\u003eIn seeking healthcare information, most respondents stated a \u003cstrong\u003epreference for using digital tools\u003c/strong\u003e, rather than talking to a live person.[[footnote 1]] However, the percentage of respondents preferring digital to a live person has generally declined or plateaued over the past three years:\u003c/p\u003e\n\n[[exhibit a]]\n\n\u003cp\u003eYet, despite a majority of respondents reporting a preference for digital healthcare information sources over speaking to a live person, in practice, a minority of respondents reported actually \u003cstrong\u003eusing digital information sources\u003c/strong\u003e[[footnote 2]]:\u003c/p\u003e\n\n[[exhibit b]]\n\n\u003cp\u003eThese findings suggest that current digital tools do not satisfy consumers\u0026rsquo; information requirements, and an opportunity exists for payers and providers to develop new and better digital healthcare information tools. Massachusetts offers one example that illustrates the challenges of web-based price-estimate tools: it passed a law in 2012 to provide healthcare price estimates to consumers, but a report last year found only between 2 to 6.6 percent of the state\u0026rsquo;s consumers in 2017 and 2018 were using web-based tools.[[footnote 3]]\u003c/p\u003e\n\n\u003cp\u003e\u003cem\u003e\u0026ldquo;Apple makes accessing my information easy and secure. Trying to get all of my healthcare records in one place right now is a nightmare. I would love to be able to make appointments, see test results, and access my medical history all in one place from all my providers.\u0026rdquo;\u003c/em\u003e\u003cbr /\u003e\n\u0026mdash;Male, 44, individually insured\u003c/p\u003e\n\n\u003cp\u003e\u003cem\u003e\u0026ldquo;Website would not allow me to filter plans where my PCP was included in the plan. It had a function to do so, but it did not work. I had to look at each individual plan and key in my PCP\u0026rsquo;s name.\u0026rdquo;\u003c/em\u003e\u003cbr /\u003e\n\u0026mdash;Male, 45, individually insured\u003c/p\u003e\n\n\u003cp\u003e\u003cem\u003e\u0026ldquo;The insurer\u0026rsquo;s website portal is very poor and provides confusing information.\u0026rdquo;\u003c/em\u003e\u003cbr /\u003e\n\u0026mdash;Male, 28, group\u003c/p\u003e\n\n\u003cp\u003eAdditionally, 24 percent of respondents \u003cstrong\u003eengaged with online/digital media outlets about topics related to healthcare\u003c/strong\u003e, including medical conditions, treatments, physicians, or insurance.[[footnote 4]] Fifteen percent engaged with Facebook, and 12 percent engaged with YouTube.[[footnote 5]] Of those engaging with online/digital media, 46 percent were \u0026ldquo;seeking information about a medical condition\u0026rdquo; without posting, 29 percent \u0026ldquo;sought information about drugs, medications, or treatments without posting,\u0026rdquo; 21 percent \u0026ldquo;posted a question about a medical condition,\u0026rdquo; and 18 percent \u0026ldquo;sought information about physicians, clinics, or hospitals\u0026rdquo; without posting. Of those who have \u003cstrong\u003eread online ratings of healthcare providers or insurance companies\u003c/strong\u003e, 39 percent were \u0026ldquo;influenced to take action.\u0026rdquo;[[footnote 6]]\u003c/p\u003e\n\n\u003cp\u003e\u003cem\u003e\u0026ldquo;I looked to see what people had to say about a doctor I was considering to use.\u0026rdquo;\u003c/em\u003e\u003cbr /\u003e\n\u0026mdash;Male, 55, individually insured\u003c/p\u003e\n\n\u003cp\u003e\u003cem\u003e\u0026ldquo;It caused me not to even make an appointment with a recommended physician after reading the poor reviews.\u0026rdquo;\u003c/em\u003e\u003cbr /\u003e\n\u0026mdash;Male, 35, group\u003c/p\u003e"}},"aboutTheAuthors":{"jsonValue":{"value":""}},"headline":{"jsonValue":{"value":"Digital healthcare information-seeking activities."}},"footnotes":{"value":"\u003col\u003e\n \u003cli\u003e2019 CHI, D3B. When given a choice, which do you prefer for each of the following tasks?\u003c/li\u003e\n \u003cli\u003e2019 CHI, D4. Please indicate your familiarity and use of each.\u003c/li\u003e\n \u003cli\u003eOffice of the Attorney General, \u003cem\u003eExamination of health care cost trends and cost drivers pursuant to G.L. c. 12C, Section 17\u003c/em\u003e, Massachusetts Attorney General, October 17, 2019, mass.gov.\u003c/li\u003e\n \u003cli\u003e2019 CHI, D16. In the past 12 months, which of the following online/digital media outlets have you engaged with for topics related to your healthcare, including medical conditions, treatments, physicians, or insurance?\u003c/li\u003e\n \u003cli\u003e2019 CHI, D16. In the past 12 months, which of the following online/digital media outlets have you engaged with for topics related to your healthcare, including medical conditions, treatments, physicians, or insurance?\u003c/li\u003e\n \u003cli\u003e2019 CHI, D21. 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