South Africa’s healthcare consumer sentiment during the COVID-19 crisis

Safety, cleanliness, and location proximity remain the most important factors in selecting healthcare providers.

South African healthcare consumers have declined their activity levels across most healthcare categories. Around 40 percent of consumers stated they have been willing to delay elective hospital visits for care. Safety, cleanliness, and proximity are the three critical factors for consumers when selecting healthcare providers during the crisis. At the same time, there is a strong shift towards digital health with a third of consumers using virtual care in the past two months, around 95 percent having a positive experience and around 90 percent saying they intend to continue using these services.

These exhibits are based on survey data collected in Q4 2020.

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