eHealth 2013: Do eHealth investments really match consumer expectations? Presented by: Aaron Berk (Director, Advisory, KPMG) Craig Worden (SVP, Public Affairs, Pollara )

2 Agenda 1.Introduction 2.Study Findings 3.Implications for the Future

3 Inspiration for our study: Gauging the Height of the Privacy Hurdle And, to what degree is privacy – in particular – a hurdle in implementing and leveraging EHRs given the emerging world of social media and app-driven consumer behaviour? Canadians have long been frustrated by the lack of information integration among health providers. Now, what hurdles does the EHR solution face in its bid to solve this?

4 Survey Methodology  In March 2013, Pollara conducted an online survey of 1,000 Canadians.  As a guideline, a probability sample would carry margin of error of + 3.1%, 19 out of 20 times  Dataset weighted per Census Data to ensure it represents actual demographic distribution of Canadian population per gender, age, and region.

5 Public Knowledge, Engagement, Support for EHRs But, they believe just 34% of Canadians have an EHR 50% think an EHR regime exists in their province believe EHRs will improve health care 90% in favour of their province moving to EHRs exclusively 89% believe they currently have an EHR 46% 52% feel 2016 is the right deadline

6 The Current Hurdle: Privacy/Security Concerns & Demands 85% concerned that EHRs will allow personal health info to fall into wrong hands uncomfortable with insurance & employer access, respectively 65% & 83% comfortable with various health care providers having EHR access 98-62% Uncomfortable granting access to other gov ministries 72% concerned that EHRs will allow personal health info to be lost 75% comfortable with provincial & federal health ministry access, respectively 60 & 64%

7 Public Demand for Control over EHR Access is High Importance of having say in who has access to eHealth record 72% Very Important 25% Somewhat Important

8 But, it Relaxes if it Means… 72% Very Important 25% Somewhat Important Slower Access to EHR in Emergency 42% Very Important 38% Somewhat Important

9 But, it Relaxes if it Means… 72% Very Important 25% Somewhat Important Slower Implementation of EHRs 38% Very Important 44% Somewhat Important

10 But, it Relaxes if it Means… 72% Very Important 25% Somewhat Important Increased Costs 37% Very Important 45% Somewhat Important

11 81 % of respondents said it’s the Patient’s responsibility to take care of their own healthcare needs Who should be primarily responsible? Almost 50% of respondents said that they did not trust any one of their doctors to have a full understanding of their overall health

12 Who should be primarily responsible? Trust is Key to Consumer buy-in

13 Are Consumer Expectations Disconnected from our eHealth investments?

14 Conditions for EHR Success Building Foundational Components (i.e. registries, standards, etc.) Are we ready for the future of Healthcare? Awareness and Engagement Trust Consumer-focused technology (e.g. smartphone penetration)

15 Increased Consumer Demand for healthcare apps Demand for 2-way interaction (not just read only for information sharing) Shift towards personalized care What should we expect to see?

16 Concluding Remarks

17 Contact details KPMG LLP Bay Adelaide Centre 333 Bay Street, Suite 4600 Toronto, ON M5H 2S Aaron Berk Director, IT Advisory ABCD KPMG LLP, a Canadian limited liability partnership. Pollara Inc Bay Street, Suite 900 Toronto, ON M5R 2A x 2235 Craig Worden SVP, Public Affairs