And one-fifth have moved provider due to cost, says a new CommBank report on patient experiences.
Amid the rising cost of living and accessibility barriers, patients are being pushed to use payment plans or switch providers to cover their healthcare costs.
CommBank’s first Patient Experience Insights report surveyed 1127 patients who had interacted with a dentist, GP, other medical specialist or allied health professional in the past 12 months, about their engagement with the healthcare system.
“By exploring [patient] preferences and challenges, we are striving to unearth opportunities for primary, secondary, and community care providers to improve the patient experience,” said CommBank Health CEO Albert Naffah.
The survey found that inequity continues to plague the healthcare system, with accessibility and affordability barriers affecting some ages and locations more than others.
While patients remained fairly confident in the quality of healthcare, a third of respondents rated accessibility as poor or fair and 40% said affordability was similarly poor or fair and that they lacked confidence in navigating the system.
“People with chronic conditions, Generation X and Baby Boomers, and those in regional areas are more likely to encounter issues accessing services,” said Mr Naffah.
“These cohorts are also the most likely to report a year-on-year decline in their general health and that they don’t have private health insurance in place. This suggests that the people in greatest need of healthcare support have higher access and affordability barriers to clear,” read the report.
Those barriers were enabling patient behaviours that, in some cases, might hinder health outcomes.
As cost-of-living pressures grow, 71% of patients were reducing their healthcare spending, either through positive preventative lifestyle measures (39%) or by foregoing appointments or treatment.
Over 70% of patients were struggling with finding providers with availability and affordable fees.
“Many people find it challenging to navigate when seeking care, and administrative processes, like paying for services, aren’t always straightforward,” said Mr Naffah.
“Current pressures add to those hurdles. This includes patients having to contribute more to healthcare and related costs as prices rise across the economy.
“As a result, people can be more discerning about where and how they spend on healthcare services and associated interactions with providers.”
According to the report, 65% of those who attended appointments in the past year faced an issue relating to payment, including shock due to unexpected charges (33%), lack of clarity around fees (31%) and confusion about Medicare rebates (25%).
For one in four payment concerns prompted the use of payment plans or Buy Now Pay Later (BNPL) to pay for health services.
“These issues are prompting new behaviours, including people looking further afield for health providers that may offer bulk-billing services or more affordable alternatives,” said Mr Naffah.
According to the report, a fifth of patients have switched providers due to cost, and one in three would move GPs if they stopped bulk billing.
But there are opportunities to improve patient experience through technologies, like digital appointment reminders, telehealth services and health monitoring devices, the report said.
“Two-thirds of Australians say technology enhances their experience, and most recognise that secure data sharing between providers means better communication across their health journey,” said Mr Naffah.
“While this sentiment is most prevalent among Generation Z (81%) and Y (80%), even 55% of Pre-Boomers are embracing the benefits of technology,” read the report.
But in the case of AI, most patients were looking for reassurance that outputs would be validated by health professionals.
“Patients are seeking assurances that AI tools and the data that drive them will be used responsibly,” read the report.
“This includes 76% who expect a healthcare professional to validate AI recommendations and transparency when AI tools are used in diagnoses or treatments.
“A similar number want data privacy and consent to be guaranteed, and assurances that AI usage adheres to regulatory and industry standards.”