Top-tier healthcare is within reach. Why do Singaporeans still hesitate?

WHEN a healthy 18-year-old woman recently discovered a small breast lump, she did what many in Singapore have been conditioned to do: she rationalised it away.

She was busy, the lump was small, her check with Dr Google and Dr AI (artificial intelligence) told her that a small lump is not a concern for an 18-year-old, and that it would resolve on its own. She gave it no further thought.

By the time she finally sought help, the “nothing to worry about” had become something that called for major surgery.

Worryingly, such delays in seeking healthcare are not unique. A 2025 Economist Impact survey commissioned by Prudential found that 83 per cent in Singapore delayed medical care in the past year to prioritise work and avoid burdening the family.

This is the quiet paradox of modern life in Singapore. Our drive to power through our commitments to work or family can sometimes make it difficult to hit the “pause” button and prioritise our personal well-being.

Making the healthcare journey easy

When days are segmented into back-to-back meetings and evenings are spent caregiving for children or elderly parents, a “minor” symptom gets ignored. We tell ourselves we will wait to check it out.

But there are dual benefits to seeking healthcare early: we can either rule out serious issues for immediate peace of mind, or address a genuine concern before it escalates, which can result in more invasive procedures and significantly higher costs down the road.

This issue is reaching a tipping point as the population ages and healthcare demands increase. The National Population Health Survey 2024 Report noted that one in three Singapore residents have hyperlipidaemia and hypertension. With chronic illness becoming the norm rather than the exception, we can no longer afford a “crisis-only” relationship with our doctors.

Early engagement is most effective when the healthcare journey is easy, clear and intuitive for every patient. To this end, the government’s Healthier SG initiative is a vital step in the right direction.

By anchoring care to a single, trusted general practitioner, it helps to remove “navigation friction” and provide clarity on where and how to take the first step in the patient journey.

Still, even with clearer pathways, people who seek care also worry about whether they can afford to pay for the medical care they need, or having to wait a long time before getting an appointment, the Economist Impact study also found.

Confidence: the next frontier in healthcare

Residents in Singapore benefit from a world-class healthcare system offering high-quality care. Our public institutions provide a bedrock of accessible and subsidised medical services, and the private sector offers faster access and more convenience at a premium.

Despite these excellent options, people still hesitate due to uncertainty over where to seek help and worries about cost. When a patient is unsure of how soon they can see a doctor, or whether a visit will cost S$200 or S$2,000, they will not have the confidence to seek the care they need.

Confidence is the key driver to move patients from a reactive to a proactive approach to healthcare. It is knowing where to go when something feels wrong, being able to access care in a timely way, and having a clearer sense of what that care is likely to cost.

Without this clarity, even a well-functioning healthcare system can feel intimidating.

Closing the confidence gap

A collective effort is needed to truly move the needle on patient confidence and encourage timely care.

For organisations in the healthcare ecosystem, including insurers, the role is clear. Build confidence through clarity. Provide more predictable cost information, flexible care options and coordinated guidance from the very first step.

When insurers and healthcare providers work together, seeking care feels manageable rather than daunting. For example, insurers are collaborating with panel healthcare providers to offer more quality and affordable healthcare options for patients to choose from, and to better manage healthcare costs.

Financial representatives also play a vital role, as they are often the first point of contact in a medical crisis.

Beyond helping patients understand what medical expenses they are covered for in their policy or the gaps in their protection, they also act as navigators who can guide patients on where to go based on their coverage, and clarify what patients need to pay out of pocket.

They are also present to help patients through the claims process, and to help reduce administrative friction and uncertainty, so that patients have the confidence to proceed with the necessary treatment.

The recent passing of the Health Information Bill in Singapore is another step towards a more integrated ecosystem. Ensuring that patients’ medical history follows them even if they change healthcare providers enables continuity of care for the patient, but also creates a more efficient ecosystem.

This reduces the need for duplicate tests, which in turn lowers healthcare costs and leads to fewer claims over time.

Closing the confidence gap requires a more connected healthcare ecosystem.

By tapping technology and fostering more collaboration, our healthcare system can offer patients the guided care that is needed to simplify their patient journey.

For example, insurers and healthcare providers are already collaborating to streamline paperwork and make the claims process smoother through direct billing arrangements, to alleviate administrative friction for patients. This reduces worry and hassle for patients so they can focus on their health and recovery.

Collectively, such efforts will transform patients’ healthcare experiences from a place of uncertainty to confidence, where they feel supported to seek the right care at the right time and at the right cost.

A world-class healthcare system delivers its greatest value not when it is admired from afar, but when people feel confident enough to use it with complete peace of mind.

The writer is chief health officer at Prudential Singapore