In today’s healthcare industry, consumers are often bombarded with hospitals and specialists promoting industry leading care and expertise. Patients quickly realize the difference between the great care they receive from their medical provider and the experience leading up to and after their medical appointment. This bookend disparity can create disappointment in their healthcare experience, uncertainty in future experiences, and a lack of trust in their provider organization.
This disappointment compounds with rising costs, and patients are often left with a large account balance and lower levels of satisfaction.
As an industry, we need to be more attentive to the concerns of current and future patient’s perspectives, particularly with the journey they travel before and after they receive care. Patients are hoping to feel the same level of individualization and care they experience from their doctors and nurses, in every interaction with the organization.
Even with the best of intentions to provide an exceptional patient financial experience (PFX) for their current patients, the patients quickly recognize the steep learning curve of where to begin in their healthcare journey when they realize they are in need of medical care. Some common questions occur such as: “Is this facility or provider covered by my insurance policy?”, “How much will I be responsible for after my insurance coverage is applied?”
And then the patient receives their bill and is confronted with confusion of itemized services and supplies used in the care they received. Unfamiliar codes and phrases are met with increased frustration and reduced trust in knowing they are being billed 100% correctly, or that their insurance coverage was appropriately applied.
Patients don’t want to second guess and follow up with long phone calls and unanswered questions from billing departments and insurance representatives. Patients can be slower to pay the full account balance when they are not fully confident in the billing statement provided, which leads to unpaid accounts and the beginning of collection proceedings.
Gratefully, there is a better way. We’ve created solutions that address every common pain point with the PFX. Our software is simple to use, easy to access, and intuitive for both patient and revenue cycle departments. It offers a full digital ecosystem that can be customized to meet the unique needs of your organization.
This ensures that your patients’ satisfaction doesn’t diminish as soon as they leave the doctor’s office.
At the end of the day, patient’s and their ultimate satisfaction is what will ensure long-term success for your facility and employees. Together we can provide real-time solutions and results for you and your patients that will yield immediate and long-term success and satisfaction.
Feel free to contact us below to learn more about improving the bookends of your patients’ experience.