Health care is crucial for health. But it is not always easy to get health care and there are disruptions in seeking it. Patients in Asia want minimal disruption to their daily lives when seeking medical care. This is according to the research from Economist Impact commissioned by Prudential plc. “Patient voices: experiences of healthcare access in Asia”, examines 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 4,302 patients in Hong Kong, Indonesia, Malaysia and Singapore and interviews with leading experts. The report reveals that thousands of people believe getting health care is a hassle.
Asian patients, as per the study, highlight three main “pain points”. First, getting medical help is confusing. The majority (55 percent) don’t know where to access care when they have health concerns. There are difficulties with booking appointments, long wait times, and complex payment processes. Second, costs are high and unclear. The cost of healthcare is often higher than expected for many (one-third). Nearly five in ten turn to social safety nets such as family, charities, loans, or crowdfunding to manage heath care costs and most (80 percent) get care at a delay mostly due to the fear of becoming a financial or care burden on loved ones. Finally, patients do not get the information they need. The majority (55 percent) don’t have the right information to make decisions about their medical treatment, with almost 40 percent using digital tools including artificial intelligence (AI) for treatment guidance after initial diagnosis.
The Prudential commissioned study indicates that patients need clearer help to find the right care and that various causes lead to peace of mind among patients. To the patients, the number one factor that brings them peace of mind when seeking care is minimal disruption to daily life. Yet the majority (nearly 60 percent) find visiting a general practitioner (GP) inconvenient and hard to get an appointment and find billing and insurance confusing. As per the study, patients delay care because of unexpected costs and financial risk taken on by families.
The second most important factor for peace of mind among Asia’s patients is knowing they will be able to pay for their care. Yet many are caught off guard by hidden or unexpected charges, for example, for specialist consultations and administrative fees or medication. As the commissioned study further reveals, such unexpected costs are among the top five barriers to accessing care. Formal payment mechanisms, such as government-subsidized 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 medical care bills. Others may delay care because they are worried about losing earnings or becoming a financial burden on their families. In Indonesia — for example — more than nine in ten (93 percent ) patients in Asia delay care.
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But, moreover, patients increasingly trust digital sources to guide treatment decisions after diagnosis in Asia. As per the study reports, following a diagnosis, many (almost 40 percent) of patients turn to digital sources, such as AI, when making decisions about their care. This reflects the desire of patients to fill gaps in their knowledge and highlights a crucial need for trustworthy online resources.
But addressing the concerns is vital to improving access to health care services. Putting importance on the hassle-free healthcare services, Arjan Toor, the CEO, Health at Prudential plc, says, “Asia’s patients want healthcare systems that work for them — that feel simple and easy to access, and capable of providing timely care…By making healthcare worry-free and hassle-free for people across Asia, we can help patients focus on what matters — getting better.”
But improving access to health care services 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.
Prudence Plc
Kowloon
Hong Kong
Email:kho.hui.yi@prudential.com.hk
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