Healthcare Consumers in Asia-Pacific Prefer a Single Touchpoint

Today’s consumers want to explore care options that are both convenient and affordable. According to Bain’s Asia-Pacific Front Line of Healthcare survey of 2,300 consumers in the region, in 2023, 91% of consumers prefer a single, accessible touchpoint to manage their health, compared with 68% in 2019. The survey also indicates growing consumer traction for virtual touchpoints in most markets, with consumers in China, Indonesia, India, Hong Kong, and Singapore having a higher preference for virtual touchpoints than the Asia-Pacific average (37%).

In markets with limited primary care accessibility, such as China and Indonesia, technology is helping reshape consumers’ care delivery preferences. In mature healthcare markets, including Singapore and Hong Kong, where the primary care system is already established, digital health is not displacing primary care but rather supercharging its effectiveness and enabling more connected hybrid experiences.

While physical visits remain relevant, the increasing preference for virtual touchpoints will require healthcare professionals to integrate technology effectively to provide patients with a seamless, integrated offline-to-online experience. Future providers will need to prioritize patient-centered care through reevaluating and redesigning their services and delivery models.