Aetna's Patient-Friendly Culture Shift 

Healthcare finance leaders can take lessons from the health insurance industry, which has been focusing on improving patient health literacy for the past several years. Health literacy experts at Aetna believe that effective communication with patients cannot be accomplished solely by redesigning billing statements and form letters. It requires an organizationwide commitment to helping patients understand the information they need to make the best decisions about their health.

Related tools: 

Basic Patient-Friendly Writing Principles   

Jargon Alert Words   

Sample Aetna Employee Health Literacy Quiz Question 

Sample Aetna Explanation of Benefits Statement   


Learning from Zappos and Other Customer Service Stars 

Simplified Solutions from Our Sponsor

Effective approaches to customer service are relevant and translatable to any organization that provides services, no matter the industry. Hospital billing departments might consider adapting best practices used by three, Trader Joe's, and The Ritz-Carlton-to improve patient satisfaction, which could lead to more timely payments.








Publication Date: Wednesday, March 21, 2012