The impact of healthcare cybersecurity on SAUDI ARABIAN consumersAccenture 2017 Consumer Survey on Healthcare Cybersecurity and Digital Trust

Source: Accenture 2017 Consumer Survey on Healthcare Cybersecurity and Digital Trust

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Saudi trust in digital health data security depends on who’s guarding it.Saudi consumers trust healthcare organisations to protect their digital data—but not tech companies or staff, and certainly not non-medical staff at care facilities.

Per an Accenture survey, healthcare consumers believe that healthcare providers are taking measures to protect their digital healthcare data, with half of Saudi consumers believing their healthcare provider has sufficient security and privacy protections.

However, nearly nine out of ten Saudi consumers are worried about a breach of their health information and one-third are worried about a breach of their contact information. When it comes to their health data, consumers in Saudi have more confidence in their government (79 percent) than any other country surveyed.

To better understand consumer attitudes toward healthcare data, ethics, digital trust, roles and responsibilities, data sharing and breaches, Accenture conducted a survey across seven countries. This report focuses on results from consumers in Saudi Arabia and on cybersecurity and digital trust for health records. By examining digital trust and the impact of breaches, the Saudi government and healthcare organisations can become better prepared to proactively manage risks when dealing with citizens’ healthcare data and the need to respond proactively in the event of a breach.

DIGITAL HEALTHCARE DATAPersonal health information that is stored electronically, such as in electronic health records maintained by a person’s doctor or healthcare provider, wearable health devices, mobile apps or health insurance records.

DIGITAL TRUST  The confidence placed in an organisation to collect, store and use the digital information of others in a manner that benefits and protects those to whom the information pertains.

Source: Accenture 2017 Consumer Survey on Healthcare Cybersecurity and Digital Trust

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A significant majority of consumers (79 percent) trust the government and hospitals (76 percent) to keep their digital healthcare data secure. In fact, 41 percent have “a great deal” of trust in the government with 32 percent trusting hospitals they visit. A high percentage of people trust their physician (75 percent), their pharmacy (74 percent) and labs that process their medical tests (71 percent). Far fewer trust urgent care or walk-in clinics (61 percent) or non-medical staff at their physician’s or healthcare provider’s office (52 percent) (Figure 1).

Who do Saudi consumers trust with their health data?

Not at all Not vey much Somewhat A great deal

My physician(s) or other healthcare providers

My pharmacy

Hospitals I visit

Urgent care or walk-in retail clinics I visit

IT support for my physician’s o�ice or other medical site

Non-medical sta� at my physician’s or healthcare provider’s o�ice

Tech companies (i.e., for wearables/ health apps I use)

Government

Labs that process my medical tests

79%

7%

7%

6%

7%

6%

9%

9%

8%

16%

14%

18%

18%

19%

23%

26%

30%

30%

32%

37%

44%

45%

44%

44%

44%

42%

43%

38%

41%

32%

31%

30%

27%

22%

20%

19%

14%

76%

75%

74%

71%

66%

62%

61%

52%

+

FIGURE 1. Healthcare consumers have varying degrees of trust in healthcare providers.

MOST TRUSTED

LEAST TRUSTED

52%

79%79++F100+F52++F100+F

The government

Non-medical staff at my physician’s or healthcare provider’s office

Source: Accenture 2017 Consumer Survey on Healthcare Cybersecurity and Digital Trust

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Physician's o�ice

Hospitals

Pharmacy

43%

25%

24%

Despite security measures, health data is still being breached A significant minority of consumers have personally experienced a breach of their healthcare data. While

breaches affect only a minority, it is a significant minority – with breaches in Saudi Arabia almost three times

higher (35 percent) than other countries surveyed. The three most common places for this to happen are the

hospital (43 percent), physician’s office (25 percent) and pharmacy (24 percent) (Figure 2).

FIGURE 2. The most common places where healthcare breaches happen are at hospitals and physicians’ offices.

Source: Accenture 2017 Consumer Survey on Healthcare Cybersecurity and Digital Trust

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Most breaches involve medical infoMedical information is far more commonly breached in Saudi than personal information, when it comes to healthcare data. Of those surveyed, some 75 percent of Saudis indicated that they have had their medical data breached, while just 32 percent indicated the same for personal data.

Electronic medical records (25 percent), medical record numbers (25 percent) and health insurance ID numbers (24 percent) are the most commonly reported as having been breached (Figure 3). In terms of personal data, the main data being targeted is contact details – 32 percent of consumers report that these have been illegitimately accessed.

Stolen IDs were also used for other fraudulent activities that include fulfilling prescriptions, receiving medical care and purchasing items.

17%Data from health/medical condition

tracking app

24%Health

insurance ID numbers

25%Medical

record numbers

25%Electronic

medical records

23%Biometric identifiers

FIGURE 3. More Saudi consumers have their medical data as opposed to their personal information breached.

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Source: Accenture 2017 Consumer Survey on Healthcare Cybersecurity and Digital Trust

FIGURE 4. Saudi consumers react to data breaches in various ways.

89% of Saudi consumers took steps in response to a breach

30%Got legal help

30%Changed

passwords or other credentials

19% 18% 17%16% 15% 11%

Involved police Added securitysoftware to my

computer

Subscribed toidentity protection

service

None of these

Other

5%

Reported it to the organisation holding my data

CHANGED HEALTHCARE PROVIDERS

In response to the breach of their healthcare data, nearly nine out of ten Saudis surveyed (89 percent) took action to protect their data. Changing passwords or other credentials (30 percent) and getting legal help (30 percent) were the two most common steps. Involving the police (19 percent) and subscribing to an identity protection service (18 percent) were the next most popular responses to healthcare data breaches (Figure 4).

In addition, more than nine out of ten (92 percent) Saudis surveyed indicated that the organisation involved took steps to address the data breach.

Saudis take action when faced with a health data breach

7

13%

Much more

26%

About as much as before

30%

A little less

13%

Much less

Overall breaches cause significant loss of trustFIGURE 5. After a breach, consumers report how it impacted their trust in the organisation.

19%

A little more

Of those that experienced a breach over half of the consumers in Saudi Arabia (55 percent) felt the breach was handled very or somewhat well.

The consequence of the breach varied. Overall, Saudis lost more trust in their healthcare organisation than they gained. 42 percent said they had a little less or much less trust in the organisation, 26 percent said their level of trust remained unchanged and 32 percent said they gained additional trust in their healthcare organisations (Figure 5).

Source: Accenture 2017 Consumer Survey on Healthcare Cybersecurity and Digital Trust

13+19+26+29+13

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Improving cybersecurity is the first step in building digital trustBreaches are inevitable. Healthcare providers can try to protect against them and they should establish digital trust with consumers early on to build a foundation that helps consumers to weather the storm of a breach.

Now is the time for healthcare providers and other organisations to strengthen cybersecurity capabilities, improve their defences, build resilience and better manage breaches. Most importantly, they can give consumers the confidence that their data is in trusted hands.

KEY ACTIONS TO BETTER SERVE SAUDI CONSUMERS: IMPROVE RESPONSE CAPABILITIES

Along with improving detection, handle breaches quickly and efficiently, in a way that limits damage.

VALIDATE DOWNTIME PROCEDURES

Strive to reduce recovery time to minimise impact on patient care and business operations.

SHARE THREAT INFORMATION

Act on learnings and share them with others. Communicate to consumers the actions you have taken.

RE-BOOT YOUR APPROACH

Embrace an end-to-end cyber defence that recognises a spectrum of threats, minimises exposure, and identifies and protects high-priority assets.

MANAGE YOUR RISKS

Make targeted cybersecurity investments that will deliver measurable returns and help you build digital trust with healthcare consumers who are increasingly security-aware.

Source: Accenture 2017 Consumer Survey on Healthcare Cybersecurity and Digital Trust

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Dr. Majid Altuwaijri majid.altuwaijri@accenture.com

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Accenture 2017 Consumer Survey on Healthcare Cybersecurity and Digital Trust

Accenture commissioned a seven-country survey of 7,580 consumers aged 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 survey was conducted by Nielsen on behalf of Accenture between November 2016 and January 2017. The analysis provided comparisons by country, sector, age and use.

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