digital trust | accenture · 2017. 12. 15. · q990 following the breach in your digital healthcare...

ACCENTURE 2017 CONSUMER SURVEY ON

CYBERSECURITY AND DIGITAL TRUST

ENGLAND REPORT

OVERVIEW

• Accenture commissioned a seven-country survey of 7,580 consumers ages 18+ to

assess their attitudes toward healthcare data, digital trust, roles and responsibilities, data

sharing and breaches.

• The online survey included consumers across seven countries: Australia (1,000), Brazil

(1,000), England (1,000), Norway (800), Saudi Arabia (850), Singapore (930) and the

United States (2,000).

• The seven-country survey was conducted by Nielsen on behalf of Accenture between

November 2016 and January 2017. (The US survey was conducted online between and

November 15-28, 2016).

• The analysis provided comparisons by country, sector, age and use.

Copyright 2017 Accenture. All rights reserved. 2

METHOD: Sample, Recruitment and Representativeness

With whom did Accenture work to conduct the quantitative survey?

Accenture worked with Nielsen, who was responsible for the entire project including recruitment, screening

of respondents, questionnaire development, analysis and report development.

Who was surveyed?

1000 consumers, age 18+.

How did Accenture recruit study participants?

Respondents were contacted through direct email invitations and notifications; respondents followed a

unique link to the survey and completed it anonymously.

Are we confident in the quality of the respondents and that they meet the

study criteria?

All participants are consumers, ages 18+, residing in England, specified and nationally representative.

Participants’ details are double verified and were rescreened for this study to ensure participant quality.

What did we do to ensure balance and a representative sample?

In England, data were weighted by age by sex, education, region, hours online and household composition


RESEARCH

RESULTS:

KEY FINDINGS

3%

4%

4%

4%

5%

6%

9%

13%

16%

13%

16%

17%

19%

21%

25%

31%

28%

42%

54%

56%

52%

58%

58%

52%

51%

47%

37%

30%

24%

27%

19%

16%

17%

10%

12%

5%

My physician(s) or other healthcare providers

Labs that process my medical tests

Hospitals I visit

My pharmacy

IT support for my physician's office or other medical site

Urgent care or walk-in retail clinics I visit

Non-medical staff at my physician's or healthcareprovider's office

The government

Tech companies (i.e., for wearables or health apps Iuse)

English consumers trust their physicians, labs, and hospitals

more than trust of the government or tech companies to

keep their digital healthcare data secure.

BASE: ALL QUALIFIED ENGLAND RESPONDENTS (n=1,000)

Q615 Overall, how much do you trust each of the following people or organizations to keep your digital healthcare information secure?

Not at all Not very much Somewhat A great deal

Degree of Trust in Organisations to Keep Digital Healthcare Data Secure

TOP 2 BOX


84%

80%

79%

77%

74%

69%

61%

59%

42%


Slightly more than two-thirds of English consumers have at

least some confidence in the digital data security measures

taken by their providers and less than half by the companies

that make health apps or devices. Relatively few have high

confidence in either of these organisations.

Confidence in Security Measures to Protect Privacy and Security of Health Data

BASE: ALL QUALIFIED ENGLAND RESPONDENTS

Q525/Q560 How confident are you that your healthcare providers/health app/device company’s security measures will protect the security and privacy of your digital healthcare data?

69%Top 2

Box

46%

5%13%

25%

41%

58%

40%

11%5%

Provider(n=1000)

Health App/Device Company(n=871)

Very confident

Somewhat confident

Not very confident

Not at all confident

43%

29%

21%

7%

Very involved

Somewhat involved

Not very involved

Not at all involved


English consumers want to be more involved in keeping

their healthcare data secure than they currently are.

Involvement in Keeping Digital

Healthcare Data Secure

BASE: ALL QUALIFIED ENGLAND RESPONDENTS (n=1000)

Q727 Overall, how involved are you in keeping your digital healthcare data secure?

Q730 Overall, how involved do you want to be in keeping your digital healthcare data secure?

Top 2

Box

27%

9%

23%

45%

23%

68%

Involvement Want to Have in Keeping Digital

Healthcare Data Secure (Slide 3 of 7)

One out of eight English consumers has experienced

a breach of their digital healthcare data. More than

half of those were a victim of medical identity theft.

BASE: ALL QUALIFIED ENGLAND RESPONDENTS (n=1000)

Q903 To the best of your knowledge, how many times, if at all, have you experienced a breach of your digital healthcare data? By breach we mean any scenario where your healthcare data might be accessed, viewed, or manipulated by someone who is not authorized to view it.

BASE: EXPERIENCED A BREACH (n=118)

Q990 Following the breach in your digital healthcare data, were you a victim of medical identity theft (as in, after a data breach, your information was used in a fraudulent way by someone else)? If you were a victim more than once, please answer for the most recent time a breach occurred.

BASE: EXPERIENCED MEDICAL ID THEFT (n=64)

Q995 You mentioned you were a victim of medical identity theft. How was your identity used? Please select all that apply.

Q1000 Did you have to spend money as a result of the theft of your medical identity?

BASE: SPENT MONEY DUE TO MEDICAL ID THEFT (n=51)

Q1005 How much did you spend as a result of the theft of your medical identity?

Identity was used to…

13% experienced a breach

(1 time, 4%; two times,

3%; 3-9 times, 5%)

Of those, 56% were a

victim of medical

identity theft

As a result, 77%

spent an average

of £172


82%

42%

35%

25%

15%

24%

4%

Fraudulently (net)

Fraudulently fill prescriptions

Fraudulently receive medical care

Fraudulently bill for care

Purchase items

Access or modify my health records

Something else


Among those who experienced a breach, over one-third

said it occurred in a pharmacy and almost 30 percent

said a hospital and 20 percent an urgent care clinic.

35%

29%

21%

19%

14%

12%

11%

11%

11%

Pharmacy

Hospital

Urgent care clinic

Physician's office

Retail clinic

Laboratory

Employer

A tech/app company

Government

BASE: EXPERIENCED A BREACH (Global, n=1487; Australia, n=139; Brazil, n=179, England, n=118; Norway, n=107, SA, n=289; Singapore, n=192; US, n=463

Q945 You said you experienced a breach of your digital healthcare data. What type of company or organisation was holding your data where the breach occurred?

Type of Company Where Breach Occurred


Among those in England who experienced a breach, more

than one-third found out about it themselves or learned

about it passively. Further, one in three received a notice

proactively.

36%

34%

31%

18%

Error noticed by respondent (Net)

Learned about it passively (Net)

Was notified proactively by entity/government (Net)

Some other way


Q955 How did you find out about the breach of your digital healthcare data?

How They Found Out About Breach

Among those who experienced a breach, seven in ten

had some type of medical information breached.

70%

25%

20%

18%

16%

16%

39%

39%

11%

Medical Information (Net)

Health insurance ID number

Electronic medical records

Biometric identifiers

Medical record numbers

Data from a health or medical condition tracking app

Personal Information (Net)

Contact information

Other

BASE: EXPERIENCED A BREACH (Global, n=1487; Australia, n=139; Brazil, n=179, England, n=118; Norway, n=107, SA, n=289; Singapore, n=192; US, n=463)Q960 What data were compromised in the breach of your digital healthcare data? Please select all that apply.

Data Compromised in Breach


In response to the breach of their healthcare data,

more than nine out of ten took some action to protect

their data with changing passwords or other

credentials topping the list.

94%

27%

22%

22%

19%

18%

14%

13%

13%

6%

Steps personally took in response to breach (Net)

Got legal help

Changed passwords or other credentials

Subscribed to identity protection service

Added additional security software to my computer

Involved the police

Reported it to the organisation holding my data

Changed healthcare providers

Other

None of these

BASE: EXPERIENCED A BREACH (Global, n=1487; Australia, n=139; Brazil, n=179, England, n=118; Norway, n=107, SA, n=289; Singapore, n=192; US, n=463)

Q965 What steps, if any, did you take in response to the breach of your digital healthcare data? Please select all that apply.

Steps Personally Took in Response to Breach


In response to the breach, almost all respondents

reported that the company holding their data took

some action.


Q970 What steps did the company holding your digital healthcare data take in response to the data breach? Please select all that apply.

Steps Company Took in Response to Breach


95%

29%

23%

22%

20%

18%

16%

13%

10%

9%

6%

6%

3%

Steps company took in response to breach (Net)

Explained how they fixed the problem causing breach

Explained how they would prevent future breaches

Explained consequences/potential consequences of…

Helped me find more security-oriented healthcare provider

Added new security protocols

Covered/reimbursed me for any expense/damage from…

Informed me there was a breach

Provided identity theft protection

Contacted law enforcement

Other

Not sure

Did not take any steps

Of those that experienced a breach, 68% felt the

breach was handled somewhat or very well.

15%

53%

26%

6%

BASE: EXPERIENCED A BREACH (Global, n=1487; Australia, n=139; Brazil, n=179, England, n=118; Norway, n=107, SA, n=289; Singapore, n=192; US, n=463) Q975 In your opinion how well was the breach handled overall?

How Well Breach was Handled


Not well at all

Not very well

Somewhat well

Very well

The consequence of the breach varied with over a

third gaining trust in the organisation, a third

remaining the same and over a third losing trust.

10%

26%

29%

26%

9%

How Breach Impacted Trust of Company

BOTTOM 2 BOX

35%

BASE: EXPERIENCED A BREACH (Global, n=1487; Australia, n=139; Brazil, n=179, England, n=118; Norway, n=107, SA, n=289; Singapore, n=192; US, n=463)

Q985 How did the data breach impact your trust of the organisation holding your digital healthcare data when the data breach happened? Do you trust them…?


Much less

A little less

About as much as before

A little more

Much more

TOP 2 BOX

36%

digital trust | accenture · 2017. 12. 15. · q990 following the breach in your digital healthcare...

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