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CONFIDENTIAL AND PROPRIETARY
Any use of this material without specific permission of McKinsey & Company
is strictly prohib...
McKinsey & Company 2
Consumers expect to decrease activity across most healthcare categories with
hospital visits having t...
McKinsey & Company 3
Reputation for safety, cleanliness, and location proximity remain
the most important factors in selec...
McKinsey & Company 4
Consumers are more willing to delay visiting a hospital for elective care compared to
emergency or ou...
McKinsey & Company 5
UAE consumers expect to shift to online channels for many healthcare services,
particularly for nutri...
McKinsey & Company 6
Consumers still express a varying intent towards telemedicine and
homecare.
9
8
10
19
16
24
33
38
35
...
McKinsey & Company 7
Thirty-three percent of respondents have used virtual care offerings in the last 2
months, a 2 percen...
McKinsey & Company 8
Approximately 43% of consumers are using health and
fitness tracking apps and 60% have used online ph...
McKinsey & Company 9
Thirty-seven percent of consumers are willing to travel
abroad for healthcare, with Europe and Austra...
McKinsey & Company 10
Approximately 80% of consumers have a high level of trust in the
UAE healthcare system.
Source: McKi...
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UAE Healthcare Consumer Insights Survey 2021

Consumers’ top reasons for delaying healthcare visits in the UAE include concerns around exposure to other people coupled with a lack of trust in facility safety.

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UAE Healthcare Consumer Insights Survey 2021

  1. 1. CONFIDENTIAL AND PROPRIETARY Any use of this material without specific permission of McKinsey & Company is strictly prohibited Updated: January 27, 2020 Results from December 2020 survey Q4 UAE Healthcare Consumer Sentiment Survey
  2. 2. McKinsey & Company 2 Consumers expect to decrease activity across most healthcare categories with hospital visits having the lowest net intent, however the net intent across almost all activities has shifted positively in Q4 2020. 13 16 11 18 18 13 19 19 13 15 15 16 21 31 39 24 43 46 27 50 41 22 27 23 25 41 25 26 20 21 18 13 17 16 10 12 11 12 16 31 20 45 19 19 47 14 25 56 46 51 47 22 Source: McKinsey & Company Healthcare Consumer Sentiment Survey November 2020, UAE (n = 1,000) In the current COVID-19 situation, over the coming 2 months do you expect that you would use the following services more, about the same, or less than usual? % of respondents Net intent1 Net intent1 +12% -4% -5% +10% +9% +3% 0% 0% -2% -3% -3% -3% -4% 1. Net intent is calculated by subtracting the % of respondents stating they expect to decrease time spent from the % of respondents stating they expect to increase time spent 2. Change in net intent is the difference between the net intent in Q4 and net intent in Q3 as percentage points. Nutrition services Dental consultation Residential care services for yourself Call out to your home a nurse, physiotherapist Residential care services for others Short-term home nursing care Specialist doctor outpatient/community consultation Visited a pharmacy to collect prescription medication or over-the-counter medication Physical therapy Family doctor/general practitioner consultation Visited a pharmacy for a consultation/advice Mental health and well-being services Hair, skin, and face care 15 14 14 16 18 16 19 17 17 20 18 18 18 26 17 18 26 24 22 32 25 25 32 21 22 18 8 8 9 8 9 9 8 7 7 49 61 60 50 49 54 38 48 49 37 54 53 58 10 11 11 10 -5% -11% -11% -6% -6% -7% -8% -8% -8% -8% -8% -9% -10% Call out to your home a physician for a healthcare emergency Major procedure/surgery in a hospital setting Minor procedure/surgery in a hospital Minor procedure/surgery in an outpatient setting Visited an emergency outpatient clinic Physiotherapy consultation Nurse-led practitioner consultation Visited an emergency department in a hospital Rehabilitation consultation Occupational therapy consultation Called an ambulance for a healthcare emergency Midwifery home visits Long-term home nursing care Decrease Stay the same Increase N/A Change2 +6% +3% +2% +7% +11% +5% +3% +8% 0% +3% +6% +2% +4% Change2 +4% 0% +1% +3% +6% +1% +0% +2% +3% +2% +2% +2% +1% Q4 UAE Healthcare Consumer Sentiment Survey
  3. 3. McKinsey & Company 3 Reputation for safety, cleanliness, and location proximity remain the most important factors in selecting healthcare providers. 2 2 4 4 6 7 14 12 6 5 8 9 13 11 23 22 22 25 29 29 37 39 38 41 39 36 38 36 32 30 18 18 31 32 22 22 14 13 7 7 When selecting a hospital or clinic: I will now base my decision on how close it is to my location When selecting a hospital or clinic: I will now base my decision on how quiet (not crowded) the site is When selecting a hospital or clinic: I will now base my decision on the cleanliness of the site When selecting a hospital or clinic: I will now base my decision on their reputation for safety When selecting a hospital or clinic: I will now base my decision on the most well-known brands When selecting a hospital or clinic: I will have a preference for those that have an online offering I plan to change my regular family physician/general practitioner I plan to change the regular hospital I visit Changing habits of healthcare consumers on provider selection1 % of respondents 1. Please indicate how strongly you agree or disagree with each of the following statements. Please select only one response for each statement. 2. Measures difference in cumulative % of “strongly agree" and "agree” between Q3 and Q4 2020 surveys in percentage points. -3% -4% -3% -4% -3% -5% 2% -2% Source: McKinsey & Company Healthcare Consumer Sentiment Survey November 2020, UAE (n = 1,000) Strongly disagree Agree Disagree Strongly agree Neutral Q4 UAE Healthcare Consumer Sentiment Survey Trend,2 percentage points
  4. 4. McKinsey & Company 4 Consumers are more willing to delay visiting a hospital for elective care compared to emergency or outpatient consultations. 9 10 9 11 22 22 25 26 35 29 35 36 38 32 27 26 22 22 18 15 9 8 5 5 6 I will delay visiting a hospital for elective (non-emergency) care I will delay visiting a pharmacy I will delay visiting a family physician/general practitioner for a complaint I will delay visiting a specialist doctor in an outpatient client I will delay visiting a hospital for an emergency Strongly disagree Disagree Strongly agree Neutral Agree Attitude towards treatment timeframes1 % of respondents 1. We would like to ask you now about the treatment timeframes. Please indicate how strongly you agree or disagree with each of the following statements. Please select only one response for each statement. 2. Measures difference in cumulative % of “strongly agree" and "agree” between Q3 and Q4 2020 surveys in percentage points -8% -5% -8% 0% +2% Trend,2 percentage points Source: McKinsey & Company Healthcare Consumer Sentiment Survey November 2020, UAE (n = 1,000)
  5. 5. McKinsey & Company 5 UAE consumers expect to shift to online channels for many healthcare services, particularly for nutrition, mental health, and physical therapy—whilst almost all services have seen a positive shift in net intent in Q4 vs Q3 2020. Use of online channels for services % of respondents 1. Net intent is calculated by subtracting the % of respondents stating they expect to decrease time spent from the % of respondents stating they expect to increase time spent. 2. Change in net intent is the difference between the net intent in Q4 and net intent in Q3 as percentage points. 15 15 17 18 15 19 19 16 20 19 17 19 19 39 42 42 42 44 37 45 44 41 39 43 43 39 31 28 27 26 20 23 23 19 23 22 19 21 20 14 15 15 14 20 20 13 21 15 19 21 17 22 Decrease N/A Increase Stay the same Change2 Net intent1 +16% +2% +1% +13% +10% +8% +5% +4% +4% +3% +3% +3% +2% Nutrition services Occupational therapy consultation Family doctor/general practitioner consultation Visited a pharmacy to collect prescription medication or over-the-counter medication Call out to your home a physician for a healthcare emergency Residential care services for yourself Specialist doctor outpatient/community consultation Long-term home nursing care Called an ambulance for a healthcare emergency Visited a pharmacy for a consultation/advice Physical therapy Mental health and well-being services Hair, skin, and face care 21 20 17 20 19 21 23 22 19 22 20 25 22 40 44 43 38 39 38 39 38 43 42 40 42 45 22 21 18 20 19 20 21 19 16 19 17 21 16 16 14 22 23 22 20 17 21 22 17 22 12 17 +12% +3% +5% +11% +7% +7% +3% +3% +8% +7% +4% +3% +6% Short-term home nursing care Minor procedure/surgery in an outpatient setting Midwifery home visits Rehabilitation consultation Minor procedure/surgery in a hospital Visited an emergency department in a hospital Call out to your home a nurse, physiotherapist Major procedure/surgery in a hospital setting Dental consultation Nurse-led practitioner consultation Physiotherapy consultation Visited an emergency outpatient clinic Residential care services for others Source: McKinsey & Company Healthcare Consumer Sentiment Survey November 2020, UAE (n = 1,000) Change2 +6% +4% +9% +8% +6% +10% +4% +13% +16% +0% +12% +9% +5% Net intent1 +1% -4% -6% +1% +1% +0% +0% -1% -2% -3% -3% -3% -3% Q4 UAE Healthcare Consumer Sentiment Survey
  6. 6. McKinsey & Company 6 Consumers still express a varying intent towards telemedicine and homecare. 9 8 10 19 16 24 33 38 35 28 27 23 11 11 8 Strongly disagree Disagree Neutral Strongly agree Agree I will seek healthcare information online rather than visit a clinician I will use telemedicine services (eg, teleconsultation) 1. Please indicate how strongly you agree or disagree with each of the following statements. Please select only one response for each statement. 2. Measures difference in “agree” and “ strongly” between Q3 and Q4 2020 surveys. Attitude towards homecare and telemedicine % of respondents -6% -8% -3% Source: McKinsey & Company Healthcare Consumer Sentiment Survey November 2020, UAE (n = 1,000) I will call out a clinician to my home (eg, doctor, nurse, midwife) rather than visit a clinician Q4 UAE Healthcare Consumer Sentiment Survey Trend,2 percentage points
  7. 7. McKinsey & Company 7 Thirty-three percent of respondents have used virtual care offerings in the last 2 months, a 2 percentage point increase from Q3 to Q4 2020, with 91% having a good experience and 82% planning to continue using virtual care offerings. 33 67 Yes No 82 18 Yes No Reasons for good experiences % of respondents Was your experience good? % of respondents Do you plan to continue using virtual care offerings (eg, telemedicine)? % of respondents Have you used a virtual care offering for any of these services in the last 2 months? % of respondents 1 5 3 3 4 2 3 3 5 5 6 5 22 21 20 24 26 29 46 47 47 46 40 42 28 25 25 23 24 22 Convenience Ease of use Speed of appointment Cost effective Quality of service Clinical outcome Strongly disagree Disagree Strongly agree Neutral Agree 21 17 17 17 17 17 31 21 14 31 28 24 21 28 45 24 28 38 21 31 17 21 21 17 7 3 7 7 7 3 Source: McKinsey & Company Healthcare Consumer Sentiment Survey December 2020, UAE (n = 1,000) +2 Trend (Q4 vs Q3) % -2 -2 2 +1 -1 91 9 Yes No Reasons for bad experiences % of respondents Q4 UAE Healthcare Consumer Sentiment Survey
  8. 8. McKinsey & Company 8 Approximately 43% of consumers are using health and fitness tracking apps and 60% have used online pharmacy at least once in the past 6 months. Health app that came with my phone Average usage = 43% Fitness app Food tracking app Sleep tracking app Meditation or mindfulness app 59 54 39 33 31 Do you use any of the following types of apps to keep track of, or improve, your health? % of respondents 2-3 times 0 times 23 1 time 4+ times 39 26 12 How many times have you used an app, website, or online chat to order your medication for delivery in the last 6 months? % of respondents Source: McKinsey & Company Healthcare Consumer Sentiment Survey November 2020, UAE (n = 1,000) Q4 UAE Healthcare Consumer Sentiment Survey
  9. 9. McKinsey & Company 9 Thirty-seven percent of consumers are willing to travel abroad for healthcare, with Europe and Australia the regions they are most comfortable travelling to. Willingness to travel abroad to get healthcare at present? % of respondents How comfortable are you to travel to the following regions? % of respondents 6 8 9 11 10 16 19 9 9 14 15 18 21 27 24 25 28 28 27 36 29 36 41 35 33 34 18 17 25 16 15 14 10 9 9 Australia Europe North America South Asia East Asia Latin America Africa Agree Strongly disagree Disagree Neutral Strongly agree Source: McKinsey & Company Healthcare Consumer Sentiment Survey November 2020, UAE (n = 1,000) 14 20 29 25 12 Q4 UAE Healthcare Consumer Sentiment Survey
  10. 10. McKinsey & Company 10 Approximately 80% of consumers have a high level of trust in the UAE healthcare system. Source: McKinsey & Company Healthcare Consumer Sentiment Survey November 2020, UAE (n = 1,000) 3 79 19 How is your overall confidence level on the healthcare system and healthcare conditions today? % of respondents Trend (Q4 vs Q3) +1% -1% +1% Confident—I think the UAE healthcare system is considerably safer and better equipped than before the COVID-19 situation Pessimistic—I think the UAE healthcare system is considerably less safe than before the COVID-19 situation Unsure Percentage point

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