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COVID-19 Consumer Healthcare Insights: What 2021 may hold—Wave 2 Data

As COVID-19 vaccination rates grow, more Americans are citing their interest in receiving a vaccine, and many cite satisfaction with process.

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COVID-19 Consumer Healthcare Insights: What 2021 may hold—Wave 2 Data

  1. 1. CONFIDENTIAL AND PROPRIETARY Any use of this material without specific permission of McKinsey & Company is strictly prohibited Updated: February 19, 2021 Document intended to provide insight based on currently available information for consideration and not specific advice COVID-19 Consumer Healthcare Insights Survey
  2. 2. McKinsey & Company 2 Solving the humanitarian challenge is the top priority. Much remains to be done globally to prepare, respond, and recover, from protecting populations at risk, to supporting affected patients/families/communities, to deploying the vaccines. To address this crisis, countries including the United States will need to respond in an evidence-informed manner, leveraging public health infrastructure and proactive leadership. This document is meant to help with a narrower goal: provide timely insights on consumers’ reported behaviors, concerns, and desired support in response to COVID-19. These insights draw upon findings from McKinsey’s Consumer Surveys from February 812, January 411, 2021, and in 2020, November 20December 6, October 2226, September 57, July 1114, June 48, May 1518, April 2527, April 1113, March 2729, and March 1617, 2020 on COVID-19. They represent consumers’ stated perspectives and are not meant to indicate or predict actual future consumer behavior. In these surveys, we asked consumers about “Coronavirus / COVID-19” due to the colloquial use of “coronavirus” to refer to COVID-19 among the general public. In addition, we have developed a broader perspective on implications for businesses across sectors that can be found here: https://www.mckinsey.com/business-functions/risk/our-insights/covid-19-implications-for-business. This supplemental material discusses implications for the wider economy, businesses, and employment; and sets out some of those challenges and how organizations can respond in order to protect their people and navigate through an uncertain situation. For all formal guidance, you can find up-to-date information at CDC’s COVID-19 website, with a section specific to healthcare professionals: https://www.cdc.gov/coronavirus/2019-ncov/healthcare-facilities/index.html Overview of this document CURRENT AS OF JANUARY 15, 2021
  3. 3. McKinsey & Company 3 More consumers are moving out of the vaccine ‘Cautious’ and ‘Unlikely’ segments AS OF FEBRUARY 19, 2021 Likelihood to receive COVID-19 vaccine % of respondents, n = 1,303 98% Respondents who have not yet received their second dose responded that they have scheduled or are waiting to schedule their second dose Source: McKinsey COVID-19 Consumer Survey, 2/19/2021 18 19 16 45 41 23 37 38 43 18 Feb. 19 Dec. 6 100% = Jan. 15 2,467 2,506 2,332 2 Already vaccinated Unlikely Interested Cautious “Interested adopters” – scheduled, requested, or plan to schedule an appointment to get vaccinated (+5 percentage points vs Jan.) 43% “Cautious adopters” – waiting to see how things play out in the market or waiting until they feel confident in the vaccine (-18 percentage points vs Jan.) 23% “Unlikely adopters” – report they are unlikely to receive the vaccine, regardless of timing (-3 percentage points vs Jan.) 16% “Already vaccinated” – received at least 1 dose of a COVID-19 vaccine (+16 percentage points vs Jan.) 18% SVAX_COVID. Have you received a COVID-19 vaccine? QVAX1b. Under which timeframe of COVID-19 vaccine availability would you be most likely to get vaccinated?
  4. 4. McKinsey & Company 4 Opportunities exist to increase eligibility awareness and to better deliver COVID-19 vaccines where consumers feel comfortable receiving them Awareness of eligibility to receive a COVID-19 vaccine % of respondents, n = 2,332 1. Question applicable to respondents indicating they have scheduled or requested an upcoming COVID-19 vaccination appointment. 16% of respondents indicated “I don’t know”; other sites account for remaining locations. QELIGIBLE. Are you currently eligible to receive a COVID-19 vaccine? QVAX1BB. Where would you feel comfortable getting a Coronavirus / COVID-19 vaccine? Respondents could select more than one option. QVAX_WHERE_2. Where do you expect to receive your COVID-19 vaccination? QVAX_WHERE_1. Where did you receive your COVID-19 vaccination? 43 36 21 Unsure Yes No Where people want to receive a COVID-19 vaccine differs from where they think they’ll receive it AS OF FEBRUARY 19, 2021 Source: McKinsey COVID-19 Consumer Survey, 2/19/2021 Hospital Doctor's office Retail pharmacy Drive-through site Public mass vaccination site 41 14 23 49 13 9 32 13 5 30 9 9 17 4 11 % of respondents, n = 2,332 Location where respondents would feel comfortable Location respondents think they will receive COVID-19 vaccine1 % of respondents, n = 362 Locations where vaccine actually received thus far % of respondents, n = 417
  5. 5. McKinsey & Company 5 Method of scheduling a COVID-19 vaccination varies, and overall satisfaction with vaccination process is high, though opportunity exists within individual steps AS OF FEBRUARY 19, 2021 1. National average across respondents and geographies. QVAXPROC_SAT. How satisfied were you with each element of the vaccination process? QVAX_REC. Have you recommended getting vaccinated for COVID-19 to anyone else? QVAX_REC_HOW. How did you make your recommendation to someone to get vaccinated against COVID-19? (Select all that apply.) VAX_SCHED. How did you schedule your vaccination appointment? 90% Respondents satisfied with the overall vaccination process 81% Respondents satisfied with the ease of scheduling and with availability of convenient appointment times 86% Respondents satisfied with the cleanliness of and use of safeguards at the vaccination site Satisfaction with elements of vaccination process1 49% Recommended getting a COVID- 19 vaccine to someone else 67% Made their recommendation to get a COVID-19 vaccine via personal conversations with family and friends Recommendations on vaccination Source: McKinsey COVID-19 Consumer Survey, 2/19/2021 Method of scheduling COVID-19 vaccination 39% Respondents scheduled via a website / app / online tool (eg, specific COVID-19 vaccination website, physician office, hospital) 21% Respondents scheduled via a phone call
  6. 6. McKinsey & Company 6 Reasons for getting or not getting the COVID-19 vaccine are generally common across respondents AS OF FEBRUARY 19, 2021 Physicians and CDC Most common source of advice in decision to get a COVID-19 vaccination for ‘Interested’ segment Family and local news Most common sources of advice in decision to get a COVID-19 vaccination for ‘Unlikely segment’ Source: McKinsey COVID-19 Consumer Survey, 2/19/2021 Less likely to get COVID-19 vaccine More likely to get COVID-19 vaccine I don’t think it would protect me (14%) Someone I know told me about a bad experience getting vaccinated (12%) I am concerned about side effects (43%) The development of a vaccine is too rushed (27%) I want to see how it impacts other people before getting it myself (27%) I am concerned about the ingredients in the vaccine (25%) It would be an unproven vaccine (21%) It will likely be required by my job (10%) Many people have Coronavirus / COVID-19 in my area (19%) Someone I know told me about a good experience getting vaccinated (13%) I think it would protect me (55%) It’s the right / responsible thing to do (54%) I don’t want to risk getting Coronavirus / COVID-19 (50%) I think it would be safe / have few side effects (39%) I think I could get severe symptoms from Coronavirus / COVID-19 if I got it (23%) 1120% 20%+ 110% 1120% 20%+ 110% I don’t like getting needles (10%) The vaccine could give me the Coronavirus / COVID-19 (9%) It could require getting 2 doses (9%) QVAX2. What would make you less likely to get a Coronavirus / COVID-19 vaccine? QVAX3. What would make you more likely to get a Coronavirus / COVID-19 vaccine? QVAXINFOINFLUENCE. Which of these sources of information has most influenced you in deciding whether or not to get a Coronavirus / COVID-19 vaccine once it becomes available?
  7. 7. McKinsey & Company 7 Predictive analytics conducted on the variables in the survey identified indicators of COVID-19 vaccine acceptance Certain variables predicted the ‘Unlikely’ segment (beyond correlation to receiving a flu vaccine) Some variables in the survey set identified potential attributes of the segment ‘Unlikely’ to get a COVID-19 vaccine 67x Higher likelihood for individuals who did not get a flu shot to be unlikely to seek a COVID-19 vaccine compared to ‘Interested’ or ‘Cautious’ segments 45% Likelihood to ‘reject’ seeking a COVID-19 vaccine identified key variables amongst those in the survey set:  Not getting tested for COVID-19  Not receiving information from health experts  Not receiving information from physicians  Income level Variables related to sources of information identified COVID-19 vaccine receptivity across respondents 1.6x Higher likelihood for individuals who do not have a PCP1 to be unlikely to seek a COVID-19 vaccine compared to interested or cautious segments More likely to get vaccine More unlikely to get vaccine Source of information Physician Health experts Social media Local news AS OF FEBRUARY 19, 2021 1. PCP, primary care physician. Source: McKinsey COVID-19 Consumer Survey, 2/19/2021
  8. 8. McKinsey & Company 8 Satisfaction with clinician response to COVID-19 vaccine rollout remains high AS OF FEBRUARY 19, 2021 20+ Percentage point less satisfaction across stakeholders for respondents unlikely to get a COVID-19 vaccine compared to respondents who are interested 15+ Percentage point more satisfaction across stakeholders for respondents who indicated having received a vaccine compared to general population Reported satisfaction with how COVID-19 vaccine rollout is being handled by stakeholders, %, respondents, n = 2,332 45 39 44 35 37 35 35 35 26 31 35 33 32 38 40 39 41 29 5 6 8 7 17 15 18 17 7 19 21 16 26 8 10 8 7 37 My doctor(s) / healthcare provider(s) My state government My pharmacy / pharmacist My employer My health insurance company My local government The news media Federal government My dentist Dissatisfied Neutral Satisfied I don’t know Source: McKinsey COVID-19 Consumer Survey, 2/19/2021 QSAT1_VAX. Please indicate how satisfied you are with how each of the following is supporting the rollout of the Coronavirus / COVID-19 vaccine. (10-point scale from extremely dissatisfied to extremely satisfied; “High” is 8-10, “Moderate” is 4-7, and “Low” is 1-3).
  9. 9. McKinsey & Company 9 Return to daily activities varies across COVID-19 vaccine receptivity AS OF FEBRUARY 19, 2021 Those who have received a vaccine have resumed activities at higher rates than others... % of respondents, n = 2,332 overall; varies by bubble ...and plan to partake in more group activities Already vaccinated Interested Cautious Unlikely % of respondents, n = 2,332; varies by bubble Source: McKinsey COVID-19 Consumer Survey, 2/19/2021 QRESUME. Please indicate when you would resume each of the following activities; responses to “I am already doing this” option shown; selected activities shown. QPLAN. Which of the following activities, if any, do you plan to do in the next 4 weeks? (Select all that apply); selected activities shown. Eat at a restaurant indoors 27 27 32 43 Attend a get-together with people outside of my immediate family (people that I live with) outdoors 14 8 14 17 Attend a get-together with people outside of my immediate family (people that I live with) indoors 14 11 16 23 Go to a fitness center / gym 18 12 13 13 0 10 20 30 40 50 60 70 0 10 20 30 40 Go to a standalone retail store 54 55 70 59 Fly on an airline 10 11 15 18 Stay overnight at a hotel 16 18 25 26 35 Go to a dentist 39 48 42 Already vaccinated and unlikely to get a COVID-19 vaccine most likely to have resumed activities and have higher uptake of group activities
  10. 10. McKinsey & Company 10 Most individuals working full or part time reported missing days due to COVID-19 with some groups feeling the effects more strongly AS OF FEBRUARY 19, 2021 2.0 Average number of days missed Days missed for being sick with COVID-19 1.6x More days missed by those who indicated being an immigrant to the US (born outside the US) 1.5x Hispanic respondents more likely to have missed days compared to overall population Days missed for caring for someone who did not have COVID-19 but required time off (eg, for childcare) Quarantining due to potential COVID- 19 exposure 4.8 Average number of days missed 1.2x More days missed by respondents speaking English and another language at home 2.4 Average number of days missed 1.6x More days missed by those with children less than 18 years old living at home 1.4x More days missed by those living in large cities 1.2x More days missed if 1824 years old Source: McKinsey COVID-19 Consumer Survey, 2/19/2021 DAYS_MISS. How many days of work have you missed due to COVID-19 for each of the following?
  11. 11. McKinsey & Company 11 Observance of mask use and other activities limiting interaction remain high AS OF FEBRUARY 19, 2021 Source: McKinsey COVID-19 Consumer Survey, 2/19/2021 5 7 5 10 11 11 12 14 15 28 15 17 22 17 21 26 26 28 26 26 80 76 73 73 69 63 61 58 59 46 5 7 5 10 11 11 12 14 15 28 15 17 22 17 21 26 26 28 26 26 80 76 73 73 69 63 61 58 59 46 Limiting the number of people I allow in my home Wearing a facemask properly (over mouth, chin, and nose) in indoor public places Reducing the amount of time I get together in person with family or friends indoors Wearing a facemask properly (over mouth, chin, and nose) in indoor private places when with those outside my household Limiting the number of times I go out in public to the minimum necessary Wearing a facemask properly (over mouth, chin, and nose) in outdoor public places when in proximity to others Maintaining ’social distancing’ of at least 6 feet apart from other people Reducing the amount of time I get together in person with family or friends outdoors Working from home Cooperate with contact tracing (if asked) Not much of the time Most of the time1 Some of the time Actions respondents report being likely to practice over the next 6 months if recommended to do so % respondents, n = 2,332 Rates of reported adherence similar month- over-month 1. Change in “Most of the time” vs 6/8/20 survey | Frequency defined as respondents who selected 8, 9, or 10 on a scale of 1: none of the time to 10: all of the time. Some of the time defined as respondents who selected 4, 5, 6, or 7; not much of the time defined as respondents who selected 1, 2 or 3. QSG1. Please indicate how frequently you take the following actions.
  12. 12. McKinsey & Company 12 Healthcare patterns continue to adjust to the current environment Telemedicine visits and satisfaction are dropping, while return to physical settings is increasing AS OF FEBRUARY 19, 2021 Modality of most recent appointment, by setting 11 Percentage point decrease in telemedicine satisfaction since September N value Source: McKinsey COVID-19 Consumer Survey, 2/19/2021, McKinsey COVID-19 Consumer Survey, 9/7/2020 8 7 7 25 19 22 14 16 47 83 86 73 71 85 81 77 28 Visits to an urgent care center Visits to a specialist Visits to a health clinic at a pharmacy or retail store 10 7 3 12 Visit with a pediatrician for my child 179 5 10 219 Visit with a gynecologist for non-pregnancy or non-maternity care 5 Annual wellness visits with a primary care physician (eg, GP, FP, internist) Routine visits with a primary care physician (eg, GP, FP, internist) Visits to a psychologist or psychiatrist 100% = 411 211 178 649 611 181 Most Recent Care Received % of respondents who reported receiving care in the specified setting (sample size varies by row) Change in telemedicine (pp1) from September 2020 survey -4 -3 -4 -9 -6 -8 -1 -1 1. pp, percentage point. APPT1. For each of the following types of care below, indicate whether your most recent appointment was either in person or online / video (e.g., Doctor on Demand, Skype, FaceTime) with a physician or healthcare provider; also called telemedicine. QTMSAT1_A. Please indicate how more or less satisfied you were with your most recent telemedicine or telephone appointment compared to having an in-person appointment. [1= Much less satisfied, 10 = Much more satisfied] 1. Much more satisfied (8-10), Neutral (4-7), Much less satisfied (1-3). In person Telemedicine Telephone

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