How Digital Has Changed The
Consumer Healthcare Experience
And Expectations, a PYMNTS
report with research sponsored
by CareCredit, examines how
payments experiences impact
consumers’ medical choices
and their loyalty to healthcare
providers.
J U N E 2 0 2 2 – D E C E M B E R 2 0 2 2 R E C A P
How Digital
Has Changed The
Consumer
Healthcare Experience
And Expectations
Key Findings
PA G E 0 3
Introduction
PA G E 0 1
Conclusion
PA G E 2 0
Methodology
PA G E 2 1
How Digital Has Changed The Consumer Healthcare Experience And
Expectations was produced with support provided by CareCredit, and
PYMNTS is grateful for the company’s support and insight. PYMNTS
retains full editorial control over the following findings, methodology
and data analysis.
A C K N O W L E D G M E N T
Table
Of
Contents
01 03
20 21
© 2022 PYMNTS All Rights Reserved
2
How Digital Has Changed The Consumer Healthcare Experience And Expectations
1
The digital-first patient is changing how healthcare is delivered and
how they decide which health and wellness providers will get their
business.
In just the last six months:
• Nearly 100 million United States consumers have used
telehealth for appointments every month.
• 118 million logged onto digital platforms to check test
results, schedule and check in for appointments, and
make payments.
• 70 million consumers used health-tracking apps and wear-
ables to monitor their health between appointments.
• 97 million streamed healthcare-related videos or podcasts
per month, on average.
How Digital Has Changed The Consumer Healthcare Experience And
Expectations: June 2022 – December 2022 Recap details how digital
is changing consumers’ experience and expectations when managing
their health and wellness. Drawing from six unique survey reports
published each month between June and November 2022, repre-
senting the voices of 16,757 U.S. consumers, this report examines the
digital journey of finding, accessing, engaging with and paying for the
services that keep U.S. consumers healthy and address their med-
ical needs.
How Digital Has Changed
The Consumer Healthcare
Experience And Expectations
J U N E 2 0 2 2 – D E C E M B E R 2 0 2 2 R E C A P
© 2022 PYMNTS All Rights Reserved
4
How Digital Has Changed The Consumer Healthcare Experience And Expectations
3
THE $1.1 TRILLION
HEALTHCARE
INDUSTRY HAS MOVED
TO A HYBRID BUT
DIGITAL-FIRST MODEL.1
Fifty percent of consumers engaged with
healthcare providers using a mix of digital
and physical channels.2
Just a small, shrinking portion of U.S. pa-
tients use either physical or digital channels
exclusively. Fifteen percent of patients see
their healthcare providers using just physi-
cal channels, and 7% engage solely online.
T H E R I S E O F O M N I C H A N N E L H E A LT H C A R E I N T H E U.S .
Share of consumers engaging in healthcare-related activities through select channels
Both digital
and in-person
healthcare
Digital
healthcare only
In-person
healthcare only
1 The ConnectedEconomy™: Omnichannel Healthcare Takes Center Stage. PYMNTS. August 2022. https://www.pymnts.com/study/connected-economy-omnichannel-healthcare-takes-center-stage-consumer-health-telehealth/. Accessed December 2022
2 Ibid.
50%
15%
6.5%
Did not engage
in healthcare
activities
30%
© 2022 PYMNTS All Rights Reserved
6
How Digital Has Changed The Consumer Healthcare Experience And Expectations
5
DIGITAL OPTIONS HAVE EXPANDED
ACCESS TO HEALTHCARE SERVICES
FOR THE 73 MILLION CONSUMERS
WHO DON’T HAVE THE TIME OR
MONEY TO SEE A DOCTOR IN PERSON.
Digital healthcare options were most popular among financially strug-
gling consumers, drawn to lower costs and more flexible solutions.
Consumers who live paycheck to paycheck — and thus may struggle
to pay for costly in-person appointments — are most likely to use
digital healthcare options. These consumers may be more likely than
most of our respondents to be paid by the hour, in which case the ex-
tra cost of in-person appointments often includes a missed paycheck.
It may come as little surprise that 60% of consumers who live pay-
check to paycheck with issues paying their bills report using digital
healthcare options. This share compares to 53% of consumers living
paycheck to paycheck without issues paying their bills and 46% of
consumers who do not live paycheck to paycheck who do the same.
Forty-one percent of patients who live paycheck to paycheck use
telemedicine and remote counseling services, for instance, while just
15% of patients not living paycheck to paycheck do the same. This un-
derscores how central digital healthcare has become to the millions
of consumers living on a budget.
© 2022 PYMNTS All Rights Reserved
8
How Digital Has Changed The Consumer Healthcare Experience And Expectations
7
E N G A G E M E N T I N D I G I TA L H E A LT H C A R E
Share of patients with different financial lifestyles engaging in digital healthcare activities
Overall
52%
Do not live
paycheck
to paycheck
46%
Live paycheck to
paycheck with
issues paying bills
60%
Live paycheck to
paycheck without
issues paying bills
53%
© 2022 PYMNTS All Rights Reserved
10
How Digital Has Changed The Consumer Healthcare Experience And Expectations
9
HEALTHCARE’S FASTEST-GROWING
PATIENT COHORT — THE 80 MILLION
MILLENNIAL AND GENERATION Z
PATIENTS – USE MOBILE WALLETS
AND BUY NOW, PAY LATER (BNPL) TO
PAY HEALTHCARE PROVIDERS.
These consumers use digital payment methods such as digital wal-
lets 70% more than other consumers to pay their healthcare bills.
Millennials, bridge millennials and Gen Z patients led the way in using
digital payment methods at the doctor’s office. They are more likely to
pay healthcare expenses via digital wallets than credit or debit cards
combined. Fifty percent of millennials used a mobile wallet to pay for
healthcare services during Q2 2022, as did 38% of Gen Z. Meanwhile,
just 7% of baby boomers and seniors paid for healthcare expenses
using digital wallets.
© 2022 PYMNTS All Rights Reserved
12
How Digital Has Changed The Consumer Healthcare Experience And Expectations
11
FIGURE 1:
Payment preferences
Share of consumers who use each payment method, by generation
Q1
Q2
0000000009
0000000007
Baby boomers and seniors
9.3%
7.2%
0000000050
0000000047
Baby boomers and seniors
49.5%
46.7%
0000000008
0000000007
Baby boomers and seniors
8.1%
6.7%
Baby boomers and seniors
0.0%
0.0%
0000000002
Bridge millennials
0.0%
2.0%
0000000030
0000000037
Baby boomers and seniors
30.2%
36.5%
0000000001
Baby boomers and seniors
0.0%
0.8%
0000000002
Baby boomers and seniors
1.7%
0.0%
0000000017
0000000028
Generation X
16.8%
28.2%
0000000039
0000000022
Generation X
38.8%
22.4%
0000000006
0000000004
Generation X
6.3%
3.5%
Generation X
0.0%
0.0%
0000000002
0000000002
Millennials
2.0%
2.0%
0000000029
0000000035
Generation X
28.8%
35.4%
0000000009
0000000011
Generation X
9.2%
10.5%
0000000039
0000000051
Millennials
38.5%
51.0%
0000000023
0000000017
Millennials
22.8%
16.5%
0000000002
0000000005
Millennials
2.1%
5.0%
0000000023
0000000019
Millennials
23.4%
19.2%
0000000010
0000000004
Millennials
9.6%
4.2%
0000000001
0000000002
Millennials
1.5%
2.2%
0000000035
0000000044
Bridge millennials
34.9%
43.7%
0000000022
0000000012
Bridge millennials
21.8%
11.7%
0000000006
0000000005
Bridge millennials
6.1%
5.5%
0000000004
Generation Z
0.0%
4.2%
0000000028
0000000026
Bridge millennials
27.9%
26.2%
0000000009
0000000007
Bridge millennials
9.3%
7.2%
0000000004
Bridge millennials
0.0%
3.8%
0000000034
0000000038
Generation Z
33.9%
38.4%
0000000012
0000000007
Generation Z
12.2%
6.6%
0000000003
0000000006
Generation Z
2.6%
6.3%
0000000015
0000000022
Generation Z
15.4%
22.2%
0000000036
0000000016
Generation Z
36.0%
15.7%
0000000007
Generation Z
0.0%
6.7%
Mobile wallet
Credit card
Bank
FinTech
Debit card
Pre-paid card
BNPL
Source: PYMNTS
The ConnectedEconomy™: Patients Prefer Payment
Consistency, July 2022
N = 343: Consumers whose last digital payment involved a
healthcare-related transaction, fielded June 10, 2022 –
June 16, 2022
© 2022 PYMNTS All Rights Reserved
14
How Digital Has Changed The Consumer Healthcare Experience And Expectations
13
FORTY-NINE PERCENT OF U.S.
CONSUMERS USE CONNECTED
DEVICES AND APPS TO MONITOR
AND TRACK THEIR HEALTH AND
WELLNESS.
Health-tracking technology is the most common connected health
habit in the U.S. Use of health-tracking technologies has grown
by 21% — a projected 21 million more U.S. consumers — since
November 2021.
The share of consumers who use connected apps to monitor and
track their health between doctors’ appointments has steadily
increased since November 2021 as consumers become more pro-
actively engaged in staying healthy.
Meanwhile, the use of wearable devices such as smartwatches is
growing even faster. One in every four adults reported owning a
smartwatch in October 2022 — 10% more than in January 2022.
FIGURE 2:
Use of health-monitoring
technology
Share of consumers using at least one health-
monitoring technology, by demographic
0000000037
Sample
48.5%
0000000033
Suburban
47.1%
0000000035
Female
48.0%
0000000036
$50K-$100K
47.4%
0000000034
Generation X
46.6%
0000000058
Millennials
69.4%
0000000024
Rural
32.6%
0000000023
Less than $50K
33.6%
0000000054
Bridge millennials
66.1%
0000000062
Generation Z
73.9%
0000000054
Urban
63.2%
0000000040
Male
49.1%
0000000052
$100K+
63.2%
0000000012
Baby boomers and seniors
22.5%
Community type
Gender
Income
Generation
Source: PYMNTS
Connected Wel ness: Tracking The Rise Of Health-Monitoring
Technology, November 2022
N = 2,668: Complete responses, fielded Oct. 10, 2022 – Oct. 18, 2022
© 2022 PYMNTS All Rights Reserved
16
How Digital Has Changed The Consumer Healthcare Experience And Expectations
15
Source: PYMNTS
Connected Wel ness: Tracking The Rise Of Health-Tracking Technology, November 2022
N = 2,668: Complete responses, fielded Oct. 10, 2022 – Oct. 18, 2022
FIGURE 3:
Use of wearables
Share of consumers using wearable technologies
© 2022 PYMNTS All Rights Reserved
18
How Digital Has Changed The Consumer Healthcare Experience And Expectations
17
CONSUMERS WHO OWN
AND USE WEARABLES AND
OTHER HEALTH-TRACKING
TECHNOLOGIES GENERALLY USE
THEM WEEKLY OR MONTHLY.
Adding more features and capabilities to these tech-
nologies can help convince consumers to use them
more often.
Many health-tracking apps — blood sugar trackers,
for example — and wearable devices such as smart-
watches are designed to be used every day, but just a
handful of consumers use them more than once per
week. Fifty-seven percent of the consumers who use
wearables and 61% who use health-tracking apps or
sites use them weekly or monthly. This shows that
many consumers see value in using such technologies,
but also that some aspect of the user experience is
causing users to engage with them less often than in-
tended. Adding more features and capabilities could
help enhance user experience and potentially drive
more frequent use.
FIGURE 4:
Changes in the frequency of use of health-monitoring technologies
Share of consumers who used a health-monitoring technology, by type of technology and frequency of use
Source: PYMNTS
Connected Wel ness: Tracking The Rise Of Health-Tracking Technology, November 2022
N varies based on month; N = 2,668: Complete responses in October 2022, fielded Oct. 10, 2022 – Oct. 18, 2022
© 2022 PYMNTS All Rights Reserved
20
How Digital Has Changed The Consumer Healthcare Experience And Expectations
19
Conclusion
Patients have come to expect the same type of speed, con-
venience and accessibility from their healthcare providers as
they do from their eCommerce shopping experiences. That
means immediate, easy-to-use services and seamless digital
payments. Providers must deliver on these expectations if they
hope to succeed in this increasingly digital ecosystem.
© 2022 PYMNTS All Rights Reserved
22
How Digital Has Changed The Consumer Healthcare Experience And Expectations
21
Methodology
For How Digital Has Changed The Consumer Healthcare
Experience And Expectations: June 2022 – December 2022
Recap, a PYMNTS and CareCredit collaboration, we drew
data from six unique survey reports published each month
between June 2022 and November 2022, representing the
voices of 16,757 U.S. consumers.
© 2022 PYMNTS All Rights Reserved
24
How Digital Has Changed The Consumer Healthcare Experience And Expectations
23
PYMNTS is where the best minds and the
best content meet on the web to learn about
“What’s Next” in payments and commerce.
Our interactive platform is reinventing the
way companies in payments share relevant
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news and shape the future of this dynamic
sector. Our data and analytics team includes
economists, data scientists and industry
analysts who work with companies to measure
and quantify the innovations at the cutting
edge of this new world.
For more than 35 years, the CareCredit
healthcare credit card has been helping
people get the care they want and need. From
dentistry, veterinary care and hearing aids to
prescription glasses and cosmetic surgery,
CareCredit is a way for people to pay for
care not covered by insurance — including
elective procedures, copays, deductibles and
coinsurance — often with special financing.
CareCredit is now accepted at more than
250,000 provider and health-related merchant
locations, and there are more than 12 million
CareCredit cardholders. CareCredit is a
Synchrony solution. Synchrony is the largest
provider of private label credit cards in the U.S.
Visit carecredit.com to learn more.
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How Digital Has Changed
The Consumer Healthcare
Experience And Expectations
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