Interacting with the Healthcare System During and After the Pandemic: Highlights

May 12, 2020

LEGER’S SPECIALIZED STUDY REVEALS THE EXTENT TO WHICH THE COVID-19 CRISIS HAS IMPACTED AND DISRUPTED THE WAY CANADIANS INTERACT WITH THE HEALTHCARE SYSTEM.

To help plan for the future beyond the pandemic, Leger conducted a study to assess the current and future impact of COVID-19 on patients and consumers.

As noted by Dima Ostrikov, Associate Vice President – Healthcare Insights, Leger, “COVID-19 has affected much of our lives, including healthcare. Changes to access and delivery have had a profound effect on all Canadians, especially those with chronic health conditions.  As we continue with social distancing and start to work our way out of the pandemic, the healthcare system will be changed forever.”

Some of the topics that the study explores include:

  • Patients’ confidence that the healthcare system can manage (now and post-pandemic);
  • How concerned they are with respect to various aspects of healthcare (for example, filling prescriptions; purchasing OTC, vitamins and supplements; accessing the healthcare system);
  • How they interacted with doctors and pharmacists prior to the pandemic (and how this has changed during the pandemic);
  • Their interest in using digital/virtual communications and other methods to communicate with their doctors/pharmacists in the future;
  • and more.

Study Highlights

  • Most Canadians are worried about being able to access healthcare services, be cared for in an ER or hospital, and be seen by a doctor if needed.
  • Worries and concerns extend to their ability to fill a prescription or buy non-prescription medications.  In some instances, Canadians with chronic conditions have tried to make their medication last longer by cutting or skipping doses.
  • The COVID-19 crisis has seen significant disruptions to the way healthcare is accessed: many report that appointments have been canceled, postponed or rescheduled as a virtual appointment.
  • Most Canadians who interacted with a doctor did so by telephone; far fewer had an in-person appointment.
  • As for life after COVID-19, Canadians express a high level of interest in non-traditional methods of communicating with doctors and pharmacists, including telephone and virtual video consults.

DESPITE THE DISRUPTIONS, CANADIANS EXPRESS CONFIDENCE IN THE ABILITY OF THEIR PROVINCE’S HEALTHCARE SYSTEM TO EFFECTIVELY MANAGE DURING AND POST-COVID-19.


Survey Methodology

  • Web survey of 1,500 Canadians, including 1,000 with chronic health conditions and 500 without any chronic health conditions.
  • The survey was available in English and French.
  • Data collection took place from April 24th to May 1st, 2020.

Are you interested in this study? Contact us for more information!

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