Taking Steps Toward Improved Customer Experience
Healthcare providers are on their way toward meeting patients’ expectations for digital payment convenience and cost estimates before the time of service, according to the second annual Patient Payment Check-Up survey by Waystar and HIMSS Analytics. In addition, more providers are encouraging timely payment by offering automated payment plans, electronic statements, and charging preauthorized credit cards on file.
The January 2018 study polled more than 1,000 patients and 900 healthcare finance leaders to compare their thoughts on cost of care and payment options. The study reveals that patients feel as obligated to pay healthcare providers as they do other service providers, but their understanding of what they owe, when they owe it, and their payment options are far less clear.