Asia’s patients say healthcare accessis burdensome – Study
Complicated access to healthcare and a lack of guidance are keeping patients from receiving the care they need, when they need it, according to research from Economist Impact commissioned by Prudential, a life and health insurance and asset management company headquartered in Hong Kong.
Patients in Asia want minimal disruption to their daily lives when seeking medical care, according to the study Patient Voices: Experiences of Healthcare Access in Asia. The report looks at how people in Hong Kong, Indonesia, Malaysia, and Singapore access and experience healthcare services.
The study conducted between April-May 2025 draws on a survey of more than 4,200 patients and interviews with leading experts. The report stated that thousands of people in Hong Kong, Indonesia, Malaysia, and Singapore believe getting medical care is a hassle, with more than eight in ten people admitting they delay seeking care.
Pain points highlighted by Asian patients
Getting medical help is confusing: 55% of respondents say they do not know where to access care when they have health concerns. They report difficulties with booking appointments, long wait times, and complex payment processes.
Costs are high and unclear: One-third say the cost of healthcare is often higher than they expected. Nearly five in tenturn to social safety nets such as family, charities, loans, or crowdfunding. For the 80% of respondents who report they have delayed getting care, the fear of becoming a financial or care burden on loved ones was the most frequently cited reason for the delay, mentioned by 22%.
Patients are not getting the information they need: 55% of patients say they do not have the right information to make decisions about their medical treatment, with almost 40% saying they use digital tools including artificial intelligence (AI) for treatment guidance after initial diagnosis.
Arjan Toor, CEO of Health at Prudential, said patients across Asia want healthcare systems that are simple, accessible, and able to deliver timely care. He added that Prudential aims to support customers throughout diagnosis, treatment, and recovery by working with healthcare partners, making costs clearer, and reducing the stress of accessing care so patients can focus on getting better.
Inconvenient GP visits: Patients need clearer help to find the right care
Patients in the study said, the top factor that brings them peace of mind when seeking care is minimal disruption to daily life. Yet nearly 60% find visiting a general practitioner (GP) inconvenient. They reported that it is hard to get an appointment, and they find billing and insurance confusing.
Hidden charges: Delaying care due to unexpected costs, financial risk
Asia’s patients say the second most important factor for peace of mind is knowing they can afford their care. Yet many are caught off guard by hidden or unexpected charges, such as specialist consultations, administrative fees, or medication. The survey found these unexpected costs to be among the top five barriers to accessing care.
Formal payment mechanisms, such as government-subsidised care or public health insurance, are commonly used in Hong Kong and Singapore, while in Malaysia and Indonesia, many patients resort to alternative sources, such as loans and crowdfunding, to cover their bills. Others may delay care because they are worried about losing earnings or becoming a financial burden on their families. In Indonesia, for example, 93 per cent of patients reported delaying care.
Trustworthy info platforms
The study found that patients increasingly trust digital sources to guide treatment decisions after diagnosis. Following a diagnosis, almost 40% of patients turn to digital sources, such as AI, when making decisions about their care. This shows patients’ desire to fill gaps in their knowledge and highlights a crucial need for trustworthy online resources.
Shaping healthcare around what patients need
Improving access to healthcare will require providers, insurers, governments, technology innovators and public sectors to work together. The report outlines that creating more transparent pricing, clearer processes, and increased digital access to information will make accessing care easier and more personal so that patients feel supported every step of the way.
Category: Top Story
