Who Do Asia-Pacific Consumers Trust to Manage Their Healthcare?

Consumers want a single touchpoint to manage their health. Who do they trust to manage and coordinate their overall healthcare needs? According to Bain’s Asia-Pacific Front Line of Healthcare survey of 2,300 consumers in the region, primary care providers remain the most trusted source for managing overall healthcare needs across many Asia-Pacific markets. In countries with a significant gap in the availability and quality of primary care services, such as China, Indonesia, and Vietnam, consumers trust hospitals the most. Survey results also point to recent boosts in trust for nontraditional delivery channels, including retail health outlets and digital-first players, with consumers in India and Malaysia displaying high trust in pharmacies, in particular.

Roughly 70% of consumers in India, Indonesia, and China affirmed trust in digital health and tech companies to manage their healthcare needs. Meanwhile, offline providers still hold a trust advantage of roughly 40% over digital players in Australia, Singapore, Malaysia, and the Philippines.

With patients’ willingness to seek care services outside of conventional setups growing, the Asia-Pacific healthcare sector will likely witness the forging of strategic partnerships across delivery formats and player archetypes. Such collaborations will help providers establish a presence across the entire care continuum while building new capabilities and skills.