CVS Health surveyed 1,000 U.S. consumers and 400 health care providers about what kind of health care experience they want and what barriers may hinder their ability to achieve desired health outcomes. The study also reveals consumers' evolving views about a post-pandemic health care industry, how consumers perceive their own well-being, and what consumers define as an ideal care delivery experience.

"The pandemic changed nearly everything about our world—including the way many consumers view the importance of their health," says CVS Health President and CEO Karen S. Lynch. "As we look to the future, CVS Health is uniquely positioned to reimagine health care that is centered around people—simpler, more accessible, and more affordable, with better health outcomes."

Study results show health care providers and consumers agree that increasing engagement and communication improves health outcomes. Whether their goal is decreasing daily stress levels or increasing overall well-being, 81% of consumers say it is very important their primary care provider is aware of patients' overall happiness and life satisfaction levels, and to be aware of how patients deal with difficult emotions and stress.  

The Health Care Insights Study also reveals consumer desire for health care to become more coordinated, seamless and holistic, with 83% of consumers saying coordination among all their health care providers is important to their health.

Survey respondents consider convenience, accessibility and cost as key factors shaping their health care experience and outcomes. Virtual care options are valuable, as consumers want to receive medical care on their own terms. Nearly all consumers (92%) say convenience is an important factor when choosing their primary care provider, with more than one in three (37%) having scheduled a virtual visit to save money or time. Health care providers say virtual options are helping more patients adhere to their care plans, and most (53%) say adding virtual care options has resulted in more patient visits. Virtual care visits also allow patients to speak about tough topics like mental health issues, depression, or substance abuse concerns more intimately and conveniently, with 48% of consumers saying they are likely to seek out mental health services if a virtual visit is available.

Although the COVID-19 pandemic has created opportunities to innovate across the health care industry, the Health Care Insights Study also found that many consumers are struggling to adhere to their health plan or take their medications as directed. Better communication could help. Most health care providers (94%) believe that interventions like text reminders or phone follow-ups support patients in following a prescribed care plan. Similarly, 71% of consumers say it is very or somewhat important to their health that they have customized alerts and receive reminders about screenings or checkups.

The good news is that consumers' trust in their health care providers has remained strong despite pandemic-related difficulties. Forty-four percent of consumers say they now have more appreciation for their health care provider than pre-pandemic.