Patient Friendly Billing Project

The Patient Friendly Billing® project promotes clear, concise, and correct patient-friendly financial communications.

Purpose & Philosophy

After conducting extensive research and focus groups among patients and healthcare providers, the consensus was clear: Patient billing is a significant problem for patients and providers. Consumers want a healthcare financial communications process that is clear, concise, correct, and patient-friendly.

Clear: All financial communications should be easy to understand and written in clear language. Patients should be able to quickly determine what they need to do with the communication.

Concise: The bills should contain just the right amount of detail necessary to communicate the message.

Correct: The bills or statements should not include estimates of liabilities, incomplete information, or errors.

Patient Friendly: The needs of patients and family members should be paramount when designing administrative processes and communications.

Patient Friendly Billing® is based on the following philosophy:

  • The needs of patients and family members should be paramount when designing administrative processes and communications.
  • Information gathering should be coordinated with other providers and insurers, and this collection process should be done efficiently, privately, and with as little duplication as possible.
  • When possible, communication of financial information should not occur during the medical encounter.
  • The average reader should easily understand the language and format of financial communications. 
  • Continuous improvement of the billing process should be made by implementing better practices and incorporating feedback from patients and consumers.

Patient Friendly Billing® is a proprietary trademark of Healthcare Financial Management Association, Copyright© 2019, Healthcare Financial Management Association, all rights reserved.

Reconstructing Hospital Pricing Systems

Consumerism in Health Care

Patient Friendly Billing Projects: Case Studies in Customer Service

Additional Resources

Healthcare Dollars & Sense resources on price transparency, patient financial communications, and medical debt resolution.

Patient financial communications adoption best practices

HFMA’s patient financial communications training program for patient access staff

HFMA’s educational guides for consumers