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Consumers Will Select Health Care Differently Post-COVID-19 According to New Survey Findings

May 7, 2020 GMT


Sapphire Digital, a leader in empowering consumers to make better choices that deliver health care savings, today announced the results of a survey assessing consumer sentiment and perceptions of health care after COVID-19. The findings reveal that nearly 1 in 2 adults (47%) will change how they access care following the pandemic, be more selective in the type of procedures they get, where they go for their procedures and the cost of their procedures.


Following recommendations from the Center for Medicare & Medicaid Services (CMS), many local governments are allowing health care facilities to resume elective and non-emergent procedures and many Americans are eager to set up medical appointments. The new survey findings indicate that 43% of adults have had a health care service canceled or delayed due to COVID-19, and 80% of adults plan to schedule or reschedule procedures in the next 6 months. As patients look to quickly get back on track with their health care journey, the survey reveals that many consumers will select care differently than they have in the past, looking for higher quality, lower cost and more accessible care options. This is further supported by the fact that nearly half (47%) of Americans age 18-64 surveyed are more concerned about the cost of health care now than they were before COVID-19.

Additionally, the survey revealed that more than 8 in 10 people would find both an online health care navigation tool and live, personalized customer support to help compare costs and schedule appointments to be helpful. These types of tools are especially important for consumers to use as elective procedures resume across the country and consumers look to identify the best provider for their health and financial needs.


“At a time when Americans are anxious about their health and financial security, Sapphire Digital remains committed to helping consumers find and understand their health care options,” said Kyle Raffaniello, Chief Executive Officer of Sapphire Digital. “Americans are looking for more information to help them select care and we have solutions that enable them to find high-quality care at the best price with personalized support to ease the navigation process.”

Sapphire Digital empowers individuals to be more informed health care consumers through its innovative solutions, including SmartShopper, which helps Americans confidently shop for affordable, quality care and provides a cash reward for selecting cost-effective care. Personal support is available via phone, chat and text to help consumers navigate the most appropriate level and location of care quickly and easily. Since 2014, SmartShopper has achieved over $100 million in claims savings for its employer clients, with over $13 million of the savings being shared with consumers.

The online survey, which was completed by 1,000 U.S. adults, was commissioned by Sapphire Digital and fielded by Dynata, a global market research firm, in April 2020.

About Sapphire Digital

Sapphire Digital empowers consumers to make better choices that deliver health care savings for consumers, health plans and employers. Our solutions integrate complex data, insights and engagement with leading technology to drive intelligent, and personalized patient journeys. We help direct consumers to high-quality, more affordable medical care, and drive measurable and sustainable savings. More than 96 million people rely on Sapphire Digital to help them decide on their care with confidence.

For more information, please visit or follow us on LinkedIn.

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Alex Camara-Haworth for Sapphire Digital

(617) 502-4324



SOURCE: Sapphire Digital

Copyright Business Wire 2020.

PUB: 05/07/2020 09:00 AM/DISC: 05/07/2020 09:01 AM