Taking Steps Toward Improved Customer Experience
The study reveals that patients feel as obligated to pay their healthcare providers as they do other professional services; however, their understanding of what they owe, when they owe it, and their options to pay are far less clear.
Undoing Siloes to Improve the Patient Experience
A health system has improved the patient experience with a variety of new processes and protocols, including the introduction of a new patient access center and tutoring by physician coaches.
Patient Friendly e-Bulletin: March 2018
Read the March 2018 issue of HFMA's Patient Friendly Billing e-Bulletin.
More Health Systems Focusing on Patient Experience
March 14—After years of work, a designer of MRI machines at General Electric was excited to see his cutting edge creation implemented at a hospital.
Sidebar: Protocol for Online Provider Reviews
At University of Utah Health, ratings are posted for providers for whom 30 patient satisfaction surveys have been returned in the past
Organizations See Benefits of Posting Patient-Generated Physician Ratings
Leading provider organizations are posting their own physician-specific ratings and reviews online, confident that the information is more accurate, more meaningful—and more positive—than that posted by independent review companies.
Simplee CEO Absolutely Critical to Optimize the Patient Financial Experience
In the following Q&A, Tomer Shoval, founder and CEO of Simplee, explains why discussions like those that took place at the Healthcare Consumerism Symposium should be happening at all provider organizations. In what ways is the patient experience becoming an
Change Healthcare: Accelerating Revenue Cycle Transformation
Jason Williams, vice president for strategy and business analytics, Change Healthcare, discusses the importance of technology and technology-enabled services in reinventing the revenue cycle.
How Providence Health & Services Created Patient-Friendly Statements
Providence Health & Services redesigned its billing statements so they are easier to understand. The change aimed to improve patient satisfaction and reduce calls to the health systems’ customer service contact center.
Patient Friendly e-Bulletin: January 2018
Read the January 2018 issue of HFMA's Patient Friendly Billing e-Bulletin.