Tag: Patient Experience

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Healthcare

Level Up Your Patient Engagement: What Healthcare Can Learn from Video Games and Social Media

What if managing your health was as addictive as your favorite video game or as engaging as scrolling through social media? Imagine a world where your healthcare app celebrated your progress, rewarded your healthy habits and connected you to a supportive community, all with the sleek, intuitive design of the digital platforms you use daily.

This isn’t just a far-off fantasy, it’s the key to unlocking a new era of patient engagement, and many healthcare organizations are implementing these concepts with impressive results. They’ve shown that by borrowing proven strategies from the gaming and social media worlds, healthcare providers can turn patient portals from overlooked tools into must-use resources that empower, motivate, and inspire healthier living.

Join us in this blog post as we explore five ideas that reveal this untapped opportunity to better bridge the gap between patients and their healthcare.

1. Leveraging Gamification for Deeper Engagement

The gaming industry has long been the benchmark for sustained user engagement. Gamification, or infusing game-like elements such as rewards, progress tracking, and challenges into non-game settings, has proven to be an effective way to keep users motivated. So why shouldn’t healthcare adopt this model?

Think of a patient portal where every interaction is an achievement. Whether it’s scheduling an appointment, tracking daily physical activity, or logging vital stats, each completed task earns a digital badge or progress point. Imagine a dashboard that celebrates small victories, like a week of consistent exercise or maintaining a prescribed diet, with virtual rewards. 

Actionable Insight: Take Kaiser Permanente’s Thrive Game as an example. This game rewards patients for engaging in healthy activities like step-counting or attending screenings, effectively mirroring the strategies of popular wellness apps.

2. Creating Personalized and Social Experiences

If you’ve ever been hooked by a social media feed tailored to your interests, you know how powerful personalized content can be. Healthcare portals have the potential to tap into this same allure by curating content that speaks directly to each patient’s unique needs.

A personalized portal could go beyond generic annual check-up reminders, offering tailored notifications that consider age, medical history, and health goals. For a 45-year-old patient with a family history of diabetes, this might mean specific nudges about lifestyle choices or timely blood sugar monitoring. Additionally, social features like patient forums or condition-specific support groups could build a sense of community, making users feel supported in their healthcare journey.

Actionable Insight: Central Valley Medical Center’s use of our Redde platform is a prime example, using patient data to send individualized reminders and health updates that make patients feel seen and cared for.

3. Ease of Use and Frictionless Design

The seamless interfaces of video games and social apps make it easy for users to keep coming back. Unfortunately, many healthcare tools are bogged down by clunky design and complex navigation, discouraging use.

Healthcare systems should focus on mobile-first, intuitive designs with streamlined processes for tasks like appointment scheduling and bill payment. If patients can manage their health as easily as they manage their social media accounts, they’re more likely to engage consistently.

Actionable Insight: Apple’s iPhone is a standout example, offering a user-friendly experience where User’s can intuitively navigate the platform with ease.

4. Real-Time Feedback and Progress Tracking

Immediate feedback is a powerful motivator. It’s what keeps players glued to their screens and social media users constantly checking for new interactions. Healthcare tools could harness this by providing real-time data updates and progress feedback, boosting patient motivation.

Wearable tech like Fitbit and Apple Watch already demonstrates the potential of real-time data to drive behavior change. Healthcare portals could build on this by integrating wearables and offering insights tailored to the data collected. For instance, if a wearable notices a drop in daily activity, a portal could suggest light exercises and reward compliance with motivational points or new “milestone” badges.

Actionable Insight: Platforms like Livongo provide immediate health feedback paired with actionable tips, offering patients instant support and increasing their engagement with their health data.

5. Continuous Engagement Through Notifications and Reminders

Push notifications have become a staple in keeping users tied to their digital lives. While healthcare must tread carefully to avoid overwhelming patients, well-crafted, personalized notifications can make the difference between engagement and disinterest.

The key lies in relevance. For example, notifications could be strategically timed to remind patients to take medications, view test results, or schedule preventive care. Ensuring that these alerts are actionable and align with patient preferences helps maintain a balance between helpfulness and intrusion.

Actionable Insight: Wearables like Fitbit, pair health tracking with notifications to help drive behaviors and making health management an ongoing part of a patient’s day.

Conclusion: Unlocking the Power of Patient Engagement

If healthcare systems begin to incorporate lessons from the gaming and social media industries, they can transform patient portals from passive tools into interactive health companions. By blending gamification, personalization, social features, real-time feedback, and streamlined design, healthcare can evolve from a reactive system to a proactive, patient-centered ecosystem.

With deeper engagement, patients are more likely to become active participants in their health, driving better outcomes and fostering stronger, more connected relationships with their providers. It’s time for healthcare to not only inform but inspire, turning patient care into an experience that’s as compelling as it is empowering.

Visit us at Wixcorp.com

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Healthcare

Beyond Broken Promises: How to Rebuild Trust in Healthcare

Businesspeople joining their hands in the sign of unity

Remember that time when someone broke their promise? Or the time when someone didn’t do what they said they would do? Or that time when someone deceived you into thinking something that wasn’t true?

Violations of trust have a way of being sticky in the worst ways. We tend to remember the people and organizations that violate our trust, and rebuilding that trust doesn’t happen overnight. 

One example occurred to Matt and Lucy, parents of a middle-school-aged boy named Tommy who loved to play games. This love of video games grew so much that Matt and Lucy came up with a rule that he could only play video games on the weekend. 

One day, not on the weekend, they found Tommy playing video games. Disappointed, they removed the device from his room and told him how sad they were that he had lost their trust. 

About an hour later, Tommy contritely approached them and asked: “What do I need to do to regain your trust?”

Matt and Lucy were pleasantly surprised by their son’s words, and together they all came up with a plan of action items that would lead to a restoration of trust and a reinstitution of video game privileges. 

While some violations of trust are universally more serious than a boy playing video games when he shouldn’t, there are still actions that can be taken to restore that trust.

In healthcare, patient trust in healthcare organizations is falling. According to one study, 68% of patients say their trust in healthcare has declined in the last two years. The top reason patients feel trust has eroded comes from the feeling that the “healthcare system acts out of their own self-interest rather than mine as a patient”. 1

Unfortunately, healthcare as an industry has provided countless reasons to justify that lack of trust. 

From criminal research practices that violated human rights, to pharmaceutical executives raising prices excessively, to re-writing of legal contacts to justify not having to pay severance packages right before massive layoffs, to the opioid pandemic fueled by unethical and deceptive marketing practices, to negligence in patient care that has resulted in lost limbs and lost lives, and adding on top of all that history the distrust of the oft-misaligned financial incentives that permeate healthcare as a whole, one doesn’t need to look far to identify why patients might have a time placing trust in healthcare organizations and professionals. 

The Trust Triangle

In the Harvard Business Review article titled “Begin With Trust”, the authors describe how they helped Uber rebuild it’s reputation by focusing on what they called the Trust Triangle. 2

The Trust Triangle has three points: Authenticity, Logic, and Empathy. When trust is lost, it can almost always be traced back to a breakdown in one of the tree points of this triangle. 

Authenticity is described as whether or not people feel they are experiencing the real you. Logic is how much people can trust you to do something well. And the Empathy triangle point is explained as other people believing that you care about them and their success. 

Applying this to healthcare, we can see how Authenticity can be equated to Transparency, Logic can be represented by Quality, and Empathy can be reinterpreted as the Patient Experience.

The article goes on to explain that organizations don’t always recognize how the information they’re broadcasting through their operations and policies may undermine their own trustworthiness. With that said, most organizations produce a “stable pattern of trust signals”, which means that even small improvements can lead to meaningful change. 

At times when trust is lost, it’s usually the same triangle point that goes “wobbly”. Or in other words, this is the point of the triangle of trust that you’re most likely to fail on. According to the article, everybody and every organization has a “trust wobble”, and a key to building or restoring trust is identifying what your particular “trust wobble” is.

The article then explains how helpful it can be to look at a pattern of “wobbles” across multiple incidents where you can identify that trust was compromised. By picking three or four interactions that stand out to you, for whatever reason, ask yourself the following two questions for each interaction:

  • What does your typical “wobble” point seem to be, Transparency, Quality, or the Patient Experience? 
  • Does the pattern change under stress or with different kinds of stakeholders? For example, do you “wobble” on one trait with your staff but on a different one with patients?

If you’re like most healthcare leaders, you’ve experienced or heard about how healthcare organizations have “wobbled” on each of the three Trust Triangle points.

Gratefully, as mentioned above, even small improvements in Transparency, Quality, and the Patient Experience can rebuild trust. There are even some simple practices that can be instituted quickly with little or no cost that bring substantial and almost immediate results.

Transparency

One method to increase Transparency would involve healthcare organizations publishing their prices in a way that makes it easy for patients to understand. Unfortunately, many healthcare organizations still try to bury their prices on the website in hard to find locations, and they often don’t provide the pricing in an easily consumable fashion. Both practices build frustration for patients in place of trust. To remedy this, utilizing tools like a Cost Estimation tool can make it easy for patients to understand their costs before their visit or procedure. 

Quality

In regards to Quality, there are many factors and resources and institutions that can support efforts to improve the quality and safety of healthcare organizations. The Leapfrog Group even has a website that gives out free safety grades for hospitals in your area that can be helpful when deciding where to receive healthcare. 3

When it comes to improving the quality of healthcare, utilizing tools like a safety checklist before surgery have shown to produce a significant reduction in both morbidity and mortality and decrease the amount of surgical errors. 4

Here is an example checklist created by the World Health Organization:

If these safety checklists were more frequently utilized, medical errors resulting in additional pain, the loss of life, or other tragic events could be better avoided. The horrifying case of a hospital performing an abortion on the wrong pregnant woman is a recent and devastating example of how vitally necessary these safety checklists are. 5

Patient Experience

A low-cost tool championed across multiple healthcare organizations around the country is called “Rounding on Patients”, as popularized by the healthcare consultancy Studer Group. This includes having nurse leaders round on individual patients asking them about what is going well and what could be going better. This feedback is then relayed to employees to help identify where and how the patient experience can be improved in their department.

Studer Group has said that “Nurse leader rounding on patients has proven to be the number one most important tactic in determining [clinical] patient experience. When nurse leaders round, patients feel important and leaders can review first-hand the outcomes from nursing behaviors to identify opportunities for coaching and recognizing top performers.” 6

It is also important to note that while providing clinical care is the reason the healthcare industry exists, only 4% of patient complaints are related to Quality of Care, 96% are from Customer Service. 7 While we are providing exceptional care, it’s often the processes accessing and paying for that care that impact a patient’s overall experience the most.

The Road Ahead

Trust is a delicate yet vital component in any relationship, whether it’s between individuals or between healthcare organizations and their patients. As illustrated by Matt and Lucy’s experience with their son Tommy, trust can be broken by even minor transgressions, but it can also be rebuilt through genuine effort and commitment.

The current state of healthcare, as highlighted by declining patient trust, calls for urgent action, and a renewed focus on the three Trust Triangle points of transparency, quality, and the patient experience. 

While the road to rebuilding trust may be challenging, even small improvements can yield meaningful results. By identifying and addressing their own “trust wobbles,” healthcare organizations can take concrete steps towards regaining the trust of their patients and ensuring a brighter, more trustworthy future for everyone.

Learn More about Patient Expereince at Wixcorp.com

  1. https://www.ipsos.com/en-us/news-polls/patients-trust-healthcare-declines 
  2. https://hbr.org/2020/05/begin-with-trust
  3. https://www.leapfroggroup.org/ratings-reports 
  4. https://www.who.int/teams/integrated-health-services/patient-safety/research/safe-surgery/tool-and-resources#:~:text=The%20WHO%20Surgical%20Safety%20Checklist,teamwork%20and%20communication%20in%20surgery. 
  5. https://nypost.com/2024/04/01/world-news/prague-hospital-performs-abortion-on-expecting-mother-in-horrifying-mix-up/ 
  6. https://www.huronlearninglab.com/hardwired-results/hardwired-results-13/rounding-for-outcomes 
  7. https://jamanetwork.com/journals/jamainternalmedicine/fullarticle/2530418
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Healthcare

Connecting Patient Needs with Local Resources: How Social Determinants of Health Enhance Healthcare Outcomes

Homeless men are begging on the street.

In an old fable, several blind men approach an elephant. They each touch different parts of the mighty beast and describe their limited perceptions. One grasps the trunk and perceives a snake; another feels the ear and senses a fan. They all make their unique contributions, but none of them grasp the full reality of the elephant. 

This parable clearly illustrates the fragmented nature of the healthcare system, which often focuses on isolated parts of a patient’s health without considering the holistic picture. To truly advance public health and promote well-being, it is imperative that we embrace the importance of social determinants of health (SDOH), which are the factors that shape our lives and contribute significantly to our overall health outcomes.

In the realm of healthcare, our attention has historically fixated on the immediate and tangible aspects of illness and treatment—such as symptoms, medications, and surgeries. These components, analogous to the blind men’s perception of the elephant’s parts, are absolutely essential. However, they represent only a fragment of the intricate web of factors influencing an individual’s health.

Just as the blind men’s perceptions were limited by their focus on isolated parts of the elephant, a healthcare system that fixates solely on symptoms and treatments neglects the broader determinants that shape an individual’s health. Factors such as economic status, education, housing, employment, access to nutritious food, and even the surrounding community all play pivotal roles in health outcomes. Research has even shown that a patient’s SDOH contributes to 30% to 55% of their overall health outcomes. 1

Source: Institute for Clinical Systems Improvement: Going Beyond Clinical Walls: Solving Complex Problems,
2014 Graphic designed by ProMedica.

To place added emphasis on the importance of identifying the SDOH in healthcare, CMS will require hospitals to screen for the following in all admitted inpatients in 2024: 2

  • Food Insecurity
  • Interpersonal Safety
  • Housing Insecurity
  • Transportation Insecurity
  • Utilities (electricity, water, A/C, phone, etc.)

Furthermore, The Joint Commission has added to the regulations by stating all of the following types of facilities must all also screen their patients for SDoH:

  • All critical access hospitals and hospitals
  • Ambulatory health care organizations providing primary care within the “Medical Centers” service in the ambulatory health care program (the requirements are not applicable to organizations providing episodic care, dental services, or surgical services)
  • Behavioral health care and human services organizations providing “Addictions Services,” “Eating Disorders Treatment,” “Intellectual Disabilities/Developmental Delays,” “Mental Health Services,” and “Primary Physical Health Care” services

They will also need to ask questions about:

  • Access to transportation
  • Difficulty paying for prescriptions or medical bills
  • Education and literacy
  • Food insecurity
  • Housing insecurity

While beginning to track and record the SDOH of patients is important, even more so is the ability to do something to address these needs. Some healthcare organizations may balk at the challenge of stepping in to influence a patient’s life outside of the hospital walls, but others will begin to see the whole elephant, and recognize this as an opportunity to bring long-lasting improvements to not only their patients’ health, but the health of their communities as well.

How can The Community Initiative and Wixcorp empower hospitals to successfully address a patient’s Social Determinants of Health?

Wixcorp is excited to partner with The Community Initiative (TCI) to provide hospitals with community resources that can help improve the social determinants of health for patients across the country. TCI leverages real-time interfaces with a dedicated team of analysts to maintain a comprehensive and accurate database of resources that can be targeted and personalized to meet individual patient needs.

Through this partnership, hospitals can now not only collect and report on patient SDoH, but can also automatically correlate individual patient needs with local community assets that can be beneficial.

Most health systems have processes in place to collect information from their patients regarding their health-related social needs and notify Social Workers and Case Management departments. Unfortunately, those processes are often subject to the pitfalls of manual data entry and can be very time-consuming for hospital staff.

To help improve SDOH tracking and trending, a new class of codes was added to the ICD-10 database in 2015. More recently, CMS released its recommendations on how the industry can leverage this new code set to help healthcare providers better identify the SDOH needs and outcomes of their patients. You can view CMS’s recommendations here.

To help connect patient needs with resources, The Community Initiative has built out a list of 500,000+ local and national resources that match SDoH needs. When connected with Wixcorp’s patient engagement engine, Redde, institutions can have access to intuitive texting and digital forms tools to help patients quickly and easily complete their own screening questions and be matched to personalized community resources from TCI. Patient responses are recorded with the appropriate Z-codes for easy reporting and billing.

Hospitals will also have access to real-time data to show the impact of the efforts you are putting into the community. For example, if a hospital donates a significant amount of resources to a local food bank, they can then track the data over time to track the impact of that donation on the food insecurity levels of the target patient population.

This new partnership between TCI and Wixcorp will allow hospitals to streamline patient access, track population health specifically, and incorporate community resources with discharge processes like never before. These technologically empowered solutions will not only meet the new SDOW compliance standards from CMS, but will, more importantly, quickly connect patients with personalized resources that will better support them on their road to better health.

Visit this site to learn more about how to successfully comply with this new CMS standard, and improve the SDOH metrics of your patients and community at the same time.

Learn more at Wixcorp.com

References: 

  1. World Health Organization – Social Determinants of Health
  2. HIMSS – Addressing Social Determinants of Health (SDOH) in Healthcare Part 2
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Creating Omni-Channel Experiences for Your Patients

Bangkok city at twilight top view

Remember the last time you were navigating to a new location in a busy city during rush hour traffic. You are already running behind, all the lanes are packed with vehicles, horns honking, construction cones all around you, and you suddenly realize the lane you’re driving in just forced you onto a bridge heading in the wrong direction and the traffic is so thick and hurried that there’s no way you can safely change lanes.

We’ve all been there, and I’ll wager your blood pressure is spiking just thinking about it. I’ve ended up on the Ben Franklin Bridge heading out of Philadelphia into New Jersey more than once because of situations like this. Trying to navigate busy and unfamiliar streets when you are already stressed is a harrowing experience.

Now imagine each of those multiple lanes of traffic represents a different communication channel in healthcare. Currently, patients navigate through a fractured multichannel experience, much like maneuvering through a chaotic traffic junction without clear direction. With multiple communication channels available, such as phone calls, text messages, emails, patient portals, mailed letters, and social media, patients often find themselves navigating a fractured multichannel experience. This leads to confusion and a lack of continuity in their healthcare journey.

However, healthcare consumers are increasingly seeking an omnichannel approach, where these communication channels function together seamlessly, akin to a well-synchronized traffic system that ensures smooth and efficient flow. 

In this blog post, we’ll explore the current state of patient communication, and what can be done to remedy its shortcomings.

Current State

As previously discussed, a fragmented approach to patient engagement and communication often leads to inefficiencies, gaps in care, and frustration for both patients and healthcare providers.

A study published in the Journal of General Internal Medicine highlights that patients reported difficulties in accessing their health information through different channels and expressed frustration with the lack of coordination among these channels.1 This fractured multichannel experience can result in communication breakdowns, delayed responses, and a lack of continuity in care.

The topic of data sharing and interoperability is also a challenge. Different communication channels may store patient information in separate systems, making it difficult to access and share critical data in real-time, especially if the data was collected via a paper form. This can hinder care coordination and limit the ability to provide personalized and timely healthcare services.

Consequently, many patients struggle to remember their care plan, forget about appointments, and don’t understand when or how to pay for their care. One study even found that between “40-80% of medical information provided by healthcare providers is forgotten immediately.”2

So what can be done?

To address these challenges, there is a growing recognition of the need for an omnichannel approach in patient communications. An omnichannel approach aims to seamlessly integrate communication channels and provide patients with a consistent and personalized experience across various touchpoints. This approach allows patients to engage with healthcare providers through their preferred channels while ensuring that information is readily accessible and shared among different systems.

A recent survey found that 77% of patients believe it is important for healthcare providers to offer a seamless experience across different communication channels.3 Healthcare consumers increasingly expect a unified and connected experience, where communication channels work together to provide consistent information, enhance care coordination, and improve patient satisfaction.

While it can be tempting to chase after new technologies like chatbots, AI, and blockchain methodologies, improving digital engagement and communication between patients and healthcare provider organizations requires a focus on the basics. The legendary basketball coach John Wooden famously taught his players at the start of every season how to put their socks on, and how to tie their shoes. To the untrained observer, and to many of the new players, this seemed foolish and like a waste of time. But in reality, he was helping his players learn how to put socks on and tie shoes so as to avoid blisters and injuries. This philosophy of focusing on the basic principles permeated everything John Wooden taught his players about how to play basketball, and his unbelievable winning record and championships won are clear evidence that this approach works.

Focusing on the Basics

Many healthcare organizations come to Wixcorp for help with enhancing their digital patient engagement strategies with new services like text-to-pay and online scheduling and texting communication with patients. And while those features are exciting and wonderful, it is our focus on the basics that truly helps our partners find success with our tools.

Technology in and of itself is not a silver bullet and won’t solve all your engagement problems. The magic happens only when technology is in sync with business processes. We like to use a simple framework for focusing on the basics of improving digital patient communication:  

Assess Current State: We start by evaluating the existing digital engagement and communication channels within your organization. We then identify the strengths and weaknesses, as well as any gaps in the patient experience. In this process, we create a Patient Journey Map that helps us define your current patient financial experience and accurately articulate your desired future state.

Patient-Centric Approach: Understanding the needs, preferences, and expectations of your patients is crucial, especially when it comes to how they experience your digital ecosystem. This can be done through conducting surveys, interviews, or focus groups to gather valuable insights from patients about their communication preferences and how they would like to engage with your organization digitally. This often comes in tandem with the Patient Journey Map session.

Simplify and Streamline Processes: We then ensure that digital communication processes are streamlined and user-friendly. Aspects like simplifying registration, appointment scheduling, prescription refills, and other routine tasks through intuitive interfaces and user-friendly platforms. Our platform automates most of the communication processes and simplifies the manual ones so they are intuitive and easy to manage.

Implement Secure Communication Channels: Patient privacy and data security are of utmost importance. Our software uses secure and encrypted communication channels, such as patient portals or secure messaging platforms, to facilitate confidential communication between patients and healthcare providers.

Training and Support: Throughout the process, we provide training and support to healthcare staff to ensure they are comfortable and proficient in utilizing digital communication tools, and train them on effective digital communication practices to optimize patient interactions.

By focusing on these basics, putting on the socks and shoes of digital engagement, healthcare organizations can lay a strong foundation for improving the patient’s experience outside of the hospital. This can turn a rush-hour-like digital patient experience journey into a seamlessly smooth, stress-free thrill ride on the autobahn. 

If you’d like to learn more about how your organization can transform the digital patient experience, feel free to contact us at information@wixcorp.com, and we’d be happy to give you a free consultation.

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References

  1. https://www.ncbi.nlm.nih.gov/pmc/articles/PMC6697140/
  2. https://www.ncbi.nlm.nih.gov/pmc/articles/PMC539473/
  3. https://cms.doctor.com/wp-content/uploads/2020/03/cxtrends2020-report-final.pdf
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Digital Tools to Improve the Patient Financial Experience

Fashionable man with mobile phone

Healthcare is an essential service that everyone needs at some point in their life. However, it can also be quite expensive, and the financial aspect of healthcare can be stressful and confusing for patients. The good news is that new technology is emerging that can help improve the patient financial experience and make the process more transparent and efficient. In this blog post, we will explore some of the ways that healthcare providers can leverage technology outside their EMR patient portals that can help improve the patient financial experience.


Digital payment options: Healthcare providers can offer digital payment options to make the payment process more convenient for patients. This includes payment methods such as credit card payments, mobile payment apps, and online payment portals. By offering a variety of payment options, patients can choose the method that works best for them and make payments from anywhere, at any time. This reduces the need for patients to come into the office to make payments or mail in paper checks.

Automated payment plans: Another way that healthcare providers can improve the patient financial experience is by offering automated payment plans. This allows patients to spread out the cost of their healthcare over time, rather than paying everything up front. Patients can set up a payment plan that automatically deducts a certain amount from their bank account or credit card each month. This reduces the financial burden on patients and makes it easier for them to budget for their healthcare expenses.

Price transparency tools: Price transparency has become a hot topic in healthcare, with patients demanding more information about the cost of their healthcare services. Healthcare providers can leverage new technology to provide price transparency tools that allow patients to compare prices and make informed decisions about their healthcare. This includes tools such as price comparison websites, cost estimator tools, and price transparency apps. By providing this information upfront, patients can make more informed decisions about their healthcare and avoid surprise bills.

Digital insurance verification: Insurance verification can be a time-consuming and frustrating process for both patients and healthcare providers. However, new technology is emerging that can streamline this process and make it more efficient. Digital insurance verification tools allow healthcare providers to quickly and easily verify a patient’s insurance coverage and benefits. This reduces the time spent on administrative tasks and ensures that patients receive accurate information about their insurance coverage.

Automated payment processing: Automated payment processing is a technology that can help to improve revenue cycle performance by reducing the amount of time and resources spent on manual payment processing. This technology can automate payment processing tasks, such as payment posting and reconciliation, and reduce the likelihood of errors. Automated payment processing can also help to reduce the time spent on follow-up tasks, such as sending payment reminders and making collection calls.

Artificial Intelligence (AI) chatbots: AI chatbots can provide patients with quick and accurate responses to common questions, reducing wait times and improving the patient experience while reducing the workload on employees. Additionally, AI chatbots can help healthcare providers to triage patient needs and identify areas for improvement in the patient experience.

Automated payment reminders: Automated payment reminders can help patients stay on top of their medical bills, reducing missed payments and improving the patient financial experience. Additionally, automated payment reminders can reduce the time and resources spent on manual payment processing.

Virtual patient financial counseling: Patient financial counseling can help patients understand their medical bills and insurance coverage, reducing confusion and improving the patient financial experience. Additionally, patient financial counseling can help patients identify potential cost savings and reduce healthcare costs overall.

Today’s consumer is becoming ever more engaged through digital tools. As they become more adept at navigating technology in other industries, they expect similar tools and resources available from their healthcare providers. Improving the patient financial experience with new technology is making it easier than ever before for patient’s to engage with their healthcare providers. By leveraging digital tools like those mentioned above, healthcare providers can make the financial aspects of healthcare more transparent and convenient for patients. This not only improves the patient experience but also frees up staff time and reduces administrative tasks. As technology continues to advance, we can expect even more innovations that will further improve the patient financial experience in healthcare.  

Learn more at Wixcorp.com
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Patient Experience for 2023: Part 3 – Four Trends to Plan for Now

Our previous post discussed some of the impacts and takeaways the COVID-19 pandemic had on the consumer experience and lessons we can learn from other industries that have gone through this digital disruption already. In this, our third and final post of the series, we will look at four trends around patient experience that you should keep in mind as you consider your 2023 initiatives.

Research has shown that 66% of customers across all industries want at least three different digital engagement channels with the businesses they seek services from.1 The first was the internet, the second most popular was through the phone (apps/texting/calling), and the third top preference was the ability to go to the business in person. While many in healthcare would be quick to say that each of those different options are plentifully available across the healthcare landscape, one report still shows an enormous gap between the digital engagement that is provided and what the patients expect.2

To create the best patient experience and prepare for this continuing disruption and evolution of healthcare digital engagement, there are four trends you should be mindful of heading into 2023. 

Number 1: A Shifting Competitive Landscape

The digital health solutions that are coming out mean that we’re no longer competing only by geographic boundaries. Healthcare providers don’t get nearly as much leverage as they used to by being one of the only players in town. Instead, the ability to attract and retain patients and to stay relevant in the marketplace is becoming more and more vital. Going into 2023, one of the most important questions for healthcare providers is how to ensure that we stay relevant and top of mind for our patients.

So, how do you do that? Here are a few things to keep in mind as you evaluate how to engage with your patients.

  • Ensure your information is current online for voice assistance like Alexa, Siri, and Google Assistant so that your services can be recommended if a patient asks which healthcare provider to go.
  • If you have a social media presence, make sure you are active on it regularly. You want to make sure you are quick to engage with patients active on those platforms.
  • Make sure that your website is able to do more than just inform your patient. Patients are looking for digital tools that allow them to self-service their needs rather than having to call you (more on this later).

Number 2: Telehealth and Remote Care Will Change…A Lot

Telehealth is an option that an increasing number of patients are turning to, with some large healthcare organizations pioneering novel approaches to prescribing and delivering care remotely. However, many providers still rely on siloed apps like FaceTime and Zoom, two solutions that don’t offer integration into the EMR or typical healthcare processes. They also can’t address issues such as payment and consent. With an estimated $60B3 in new digital health investment since the pandemic started, expect a lot of changes to the telehealth landscape.

That means you can’t get comfortable with your current digital engagement and telehealth channels. The consumer marketplace changes quickly, and you don’t want to get left behind as novel solutions are introduced. You should also watch and prepare now for new engagement channels to emerge beyond just traditional telehealth solutions like video appointments and virtual chats. As connected medical devices become more prevalent, you will want to have them integrated into your telehealth solutions.

Number 3: Customers Expect More Functionality with Fewer Logins from Digital Health

Logging in and using multiple portals has created unhelpful barriers to health literacy, patients understanding their care and results, and healthcare organizations receiving payments. This occurs because patients don’t want to remember how to access or navigate a multitude of digital engagement tools from their healthcare providers. By deploying bundled solutions or immersive platforms, healthcare organizations can offer their patients a more streamlined and simplified digital experience that can improve patient loyalty, decrease appointment cancellations, increase patient revenue, decrease AR, and much more. 

This shift is not just happening in healthcare. Consumers, in general, are getting app and login fatigue. this is driving many organizations to reinvest in their customer experience strategies to try and streamline access and expand functionality. A recent study by Forrester found that 82% of CX leaders anticipate an increased budget to work with in 2023. For those brands looking to increase CX spending in 2023, 65.1% plan to allocate those funds on CX technology.4

Number 4: Patients Becoming More Involved in their Care and Paying for Care

As referenced previously, patients are paying more out of their own pockets for their healthcare. Consequently, they are beginning to want more influence in the decisions of how and when they pay for their care, how they communicate with their healthcare providers, and even how and where they receive that care.

In general, today’s consumer is also more comfortable engaging with digital solutions than ever before. With platforms like Amazon, Google, and Netflix creating strong digital experiences for consumers to self-service, they are setting the standard and expectation for all other digital experiences. So rather than sit on hold waiting for a representative to speak with, they would rather just do it on their own. Interestingly enough, with the current economic forces and staffing trends, it will help you as the provider as well if the patient takes on some of those processes you used to have to staff for.

Patients increasingly want digital solutions that give them options. Providers who can offer flexible options through self-automated payment plans, pay by text, easy communication through texting, mobile registration, and telehealth or home visits, will attract and retain more patients. 

These trends and others, like patient collaboration via text, self-scheduling, and patient-driven RCM solutions, will expand in the coming years. However, as new product reviews, case studies, and white papers come out highlighting these enhancements, there will also be the potential for perception conflicts. So it’s important to understand and recognize these potential pitfalls in advance.

As a classic example of perception conflicting with reality, in World War II a plane called the B-17 bomber was flying over Europe for the US. Very early in the war, many of these planes were getting shot down. The government hired a group of individuals to come together and figure out what could be done to improve the survivability of planes and their crews. 

The group began counting and pinpointing every bullet hole in the planes that were coming back to put together a grid to show where the planes were getting shot. After looking at the data, they realized that the broadest, biggest areas of the plane are where the bullets are hitting, which made complete logical sense. These are the spots with the most bullet holes, so they decided to reinforce those areas with additional armor.

However, a mathematician on the team named Abraham Wald looked at the same data and said no, that conclusion was incorrect. He said that the bullet holes they were studying were all on the planes that made it back. Instead, the team should focus on where the holes aren’t, because that is where the planes that didn’t make it back were shot. This observation and the ensuing changes led to the B-17 bombers to be eventually known as the Flying Fortress because they became so difficult to shoot down.

One example of how data can be misinterpreted in healthcare is apparent in that 75% of surveyed health systems feel that they are doing an excellent job of providing personalized patient experiences and that they should just continue what they’re doing. The reality is that more than half of surveyed patients disagree with that assumption. And only 14% report being happy with how health systems communicate with them.5

Another example is that, currently, 88% of healthcare appointments are created by phone. Many experts are saying that because of this, healthcare providers should invest more in their phone services because that’s how patients want to engage with us. However, studies have shown that 85% of customers hate over-the-phone experiences, but they use it because it’s the only reliable option to make an appointment.6 Other industries have begun to recognize this trend, and by 2025 it is expected that $9 out of $10 will be invested in digital engagement tools outside of phone and voice.7

With patient engagement as the new competitive landscape, healthcare organizations need to be mindful of the temptation to sit in our Ivory Towers and deliver what we believe to be the perfect solution. Instead, by going and sitting in the patient experience perspective, decisions and solutions can be implemented that ensure that the patient’s needs and expectations are truly being met. 

  1. Microsoft
  2. Twilio
  3. Rock Health
  4. Forrester
  5. MIT Sloan
  6. Salesforce
  7. ClickZ

About Wixcorp

Wixcorp is a patient engagement and experience company. We help healthcare organizations around the country provide a consistent and strong digital patient experience throughout the care journey. Through our digital solutions, patients can self-service getting an estimate, requesting an appointment, registering prior to their appointment, completing clinical forms and consents, verifying their insurance, paying for their care before and after their visits and much more.

For more information about Wixcorp and our patient engagement platform, Redde, visit www.wixcorp.com

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Patient Experience for 2023: Part 2 – Transitioning to a Digital Patient Experience

Man holding smart phone making online shopping and banking payment. Blurred background .

Our previous post discussed some of the market forces that brought healthcare to the consumer-centric focus it is transitioning to. Today’s post will look at the impacts and takeaways the COVID-19 pandemic had on the consumer experience and lessons we can learn from other industries that have gone through this digital disruption already.

The COVID-19 pandemic forced everyone to go digital almost overnight, and some healthcare organizations were able to pivot well, while others struggled with the transition. Today, many digital solutions aren’t sufficiently coordinated with revenue cycle business processes, and this can result in a patient financial experience full of friction and pain points.

In spite of a somewhat hastily prepared digital experience, 75% of patients who used a digital tool to engage with their healthcare organization said they would do it again even after the pandemic. This illustrates that patients are ready and eager to use more digital tools to engage, connect with, and pay for healthcare services.1

Even though we’re still delivering phenomenal care, even though our outcomes are fantastic, the financial experience around that care can be frustrating to patients, and they are ready to try something better.

While healthcare was focused on the insurer back in the 1980s, other industries were focusing on the consumer. For example, banking and financial services previously went through a period of deregulation, so by the 80s they started offering new services and expanded from brick-and-mortar locations by opening ATMs. Then, in the 90s, they added online functionality, and they incorporated mobile apps as soon as it was a possibility. They were very early adopters into customer-facing solutions, and today they have phenomenal, customer-centric solutions. A person can go online to a bank’s website, download an app and engage through their phone, or go in person; and regardless of the channel, all the data and information is in sync in real-time. These digital engagement opportunities make sense and make it easy for consumers to access and transport their finances in what used to be a far more complicated process.

When it comes to healthcare, because of the relatively late adoption of digital engagement channels, a high amount of friction can occur for patients whether they’re trying to access a patient portal, pay bills online, or electronically communicate with their provider. This friction is especially obvious to patients who enjoy seamless digital experiences with other industries.

The importance of figuring out a better patient digital experience is magnified when considering that a local hospital’s competition isn’t just the other big hospital down the street. These days, it’s beginning to be more and more of the massive, nation-wide organizations like Walmart, CVS, Amazon, and others. These national brands have one thing in common, and it’s not just that they are moving into healthcare delivery. They all have incredibly engaging, user-friendly, and easy-to-use digital ecosystems that, if applied to their burgeoning healthcare offerings, will provide them a significant competitive advantage.

This discrepancy signals one among a multitude of pressures facing the healthcare industry. The pressures of government compliance, competitive marketplace, new legislation, patient experience, workforce shortages, and more check all the boxes of an industry primed for disruption. These forces match up with every other industry that has been foundationally disrupted ahead of healthcare. And when healthcare comes through the other side of this disruptive process, it will be the organizations that successfully leverage technology to improve the model of patient engagement.

As an industry, healthcare is beginning to compete predominantly on patient experience. To understand what this means, it can be helpful to explore the customer experiences in other industries. For example, today someone could go to a Best Buy store to buy a television, and talk with one of their their well-trained associates who will explain all the details, the ins and outs, what makes this or that television different than the others. This would be a personally tailored experience to help guide them through that shopping process.

Or, someone can go to Amazon and buy a TV online, sight unseen. The TV will show up at their house in a day or two, the exact same one they could have bought at Best Buy for likely the same price. The primary difference between these two examples is the customer experience, and neither of those experiences is better than the other. It just depends on the customer. And the customer can decide what experience they would rather have. Scenarios like this are happening today in healthcare, and are just on aspect of the patient experience battleground.

Healthcare is obviously not as simple as buying a TV, and there are challenges and dangers of prioritizing the patient experience over everything else (look to the opioid epidemic and CMS’ ‘pain is a fifth vital sign’ serves as a stark reminder of how damaging misaligned incentives can be). For the most part, a patient can get high-quality care at a comparable price from many different healthcare providers. The main differentiator is the patient’s experience of the entirety of their care. Studies show that across all industries, 81 percent of businesses don’t compete primarily on price, quality, or even location. Instead, they compete on customer experience.2

Whether healthcare is ready for it or not, a consumer-driven disruption is happening. For healthcare providers to remain relevant in the market, they have to be able to compete on experience. That doesn’t necessitate that all healthcare moves to telehealth or an app. But it does mean that healthcare providers must be able to articulate their customer experience strategically and why it will draw patients to seek care from them.

Our third and final post in the series will discuss the patient experience trends and engagement opportunities for 2023 and beyond.

  1. Medallia
  2. Gartner
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Patient Experience for 2023: Part 1 – Market Forces

Colleagues meeting to discuss their future financial plans, only silhouettes being viewed

This is the first in a three-part series of posts discussing the patient experience trends for 2023. Today’s post will discuss the market forces that brought healthcare to the precarious position it is in today, and how consumer power is primed to reshape the industry.

In 1980, only about 5% of health system revenue came from the patient, and 95% came from third-party payers, insurers and other payers who insulated the healthcare revenue stream. This allowed healthcare providers to operate without having to think too much about the patient experience and how patients are engaging throughout their care experience, especially from a financial perspective. But today, about a third of all healthcare revenue is coming from the patient. (1)

One of the primary mechanisms of why it’s happening now is because of the pressures of economic inflation over the years. The graph below shows the inflation for several markets from 2000 to 2021.

As we can see, the cost of Health Services has continued to skyrocket to more than 200% inflationary growth, and has grown to be the most expensive category across the US economic landscape. (2)

For those looking to blame hospitals or health insurers for the current state of the cost of healthcare, there really isn’t a single bad actor driving up this inflation (although some stakeholders may bear more responsibility for this than others). 

There are many, many drivers behind these cost increases. Ultimately, what it means is that there are rising costs for the patients, who are stuck between hospitals and insurers negotiating between who will pay for what and how much. And the patients don’t get a seat at that table.

Hospitals are left to collect the patient responsibility portion of the bill, and they are unfortunately often left out to dry. Since 2000, hospitals have lost $620 billion in unpaid patient debt. (3)  While that can make it sound like people just need to pay their medical bills, today 100 million (almost one out of three) Americans have medical debt, with 12 million of them having more than $10,000 in medical debt. (4) 

That is a heavy burden, and it can be incredibly challenging to try and figure out how to pay for it all. Many individuals just choose not to. As a result, hospital accounts receivable numbers continues to climb and climb. And as a consequence of these ever-growing ARs, approximately 1 in 5 rural hospitals in the US are in danger of closing, while urban hospitals are also struggling. So much so, that it is no longer unusual to read about a hospital bankruptcy in the news. (3)

As an industry, we are struggling to find a solution to this problem. One important lever to moving this mountain is focusing on improving the patient financial experience. Traditionally, patient engagement was primarily done through an EMR or third party patient portal that served as the primary mechanism for patients to digitally engage with their healthcare providers. 

But when we look at usability of those systems, only about 15 percent of patient populations access those portals. And of that 15 percent, only 13 percent came back a second time.(5)  Clearly, not much patient engagement was occurring. These patient portals and EMRs were not meeting patient needs or expectations. When we talked to patients about why they aren’t using it and four key frustrations became apparent: (6)

  • It takes too much time and effort to try and set up
  • It’s cumbersome and not easy to find or access that information
  • Once they do get into it they can’t understand how to use it, because it’s often all using medical terminology and lingo and is laid out in ways that make sense for a clinician but not necessarily for a patient end user.
  • If patients do find the information they’re looking for, it often doesn’t match the invoices coming through the mail. 

One of the primary drivers of these issues is the fundamental divide between paper and digital processes. While much of the documentation and billing functions are now digital, many of the supporting business processes are still manual and paper-based. While many platforms and companies are trying to tackle this, they tend to focus on single pain points or processes. This has created siloed processes and fragmented experiences.

Next week’s post will dive deeper into that transition to digital patient experiences and what we can learn from other industries that have gone through similar disruption already.

  1. McKinsey
  2. Chart of BLS data from the American Enterprise Institute
  3. American Hospital Association
  4. Kaiser Family Foundation
  5. US Government Accountability Office
  6. US Office of the National Coordinator for Health Information
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Patient Experience

WHITE PAPER: Engaging Patients Through Texting

Cropped photo of young dark skinned man using his cellphone on the street.

Many hospitals today are facing significant financial challenges. So are their patients. While both of these parties share a similar struggle, what they don’t often share is a quick and easy way to communicate about paying for healthcare given and received. 

This is especially true now, as co-pays and high deductibles continue to rise and patients are shouldering more and more of the healthcare bill. When patients have a hard time paying their bills, this can put hospitals in the unenviable position of becoming a bill collector. And while most people love their doctors, nobody loves their bill collectors. 

The traditional methods of trying to help patients pay their bills online aren’t as effective as they used to be. Most organizations will send letters and leave voicemails, but these often result in months of delay as hospitals wait for a patient to respond to the first, second, third, maybe even the fourth attempt.

That antiquated process vacuums up a vast amount of time and resources for everyone involved. What if there was a way for hospitals and patients to dramatically simplify and improve the effectiveness of their patient outreach efforts, especially when it comes to collecting payments?

Today, hospitals across the country are finding great success in shifting their patient engagement and bill collection efforts to the patient’s phone. Not through emails, because the average person only opens about 20% of the emails they receive. But this same average person opens 98% of their texts. (1)

Consequently, hospitals that move from emails and letters to text messages are finding new success in patient retention, patient satisfaction, reduced AR, and increased revenue. This also means that fewer patients have to experience the “bill collector” side of their favorite hospital.

The patients of these texting hospitals love the simplicity of safely and securely paying their bills with a text. They can even set up payment plans and receive reminders without ever having to leave their messaging inbox.

The billing teams of these hospitals also love the self-service nature of text-to-pay, and find that they have much more time to focus on other tasks, instead of chasing patient payments.

Healthcare organizations using our texting platform can send bulk messages, create custom templates, have robust reporting and analytics around their communication efforts, incorporate texting patients and payments received through texting into their revenue cycle, and can respond to patients when they text back. 

Here’s what our hospital partners have to say about using texting to help their patients pay on time:

What have your patients said about text to pay?

I have seen a lot of people who we’ve had trouble with in the past. They just they keep forgetting to pay their bills. But we’ve had many, even today, where they’ve they got the text and they paid it immediately. Whereas before it would usually take three or four or five letters, or the threat of collections to get them to pay.

Teresa – Patient Billing Specialist

It has reduced the amount of workload on my billers on sending and chasing low amounts of money. It’s been freeing up their time to work on higher dollar claims or more sophisticated claims, that’s been very beneficial. I know that I’m saving a ton of time in the billing office, not sending statements for $3 or just wasting time sending statements, because the majority of them are going out in a text message and then we’re seeing a percentage of those being paid from the text messaging service. Somebody told me that it’s about $25 to send a billing statement to a patient by the time you calculate all the costs that go into the process. So anytime we can save one statement from going out the door, that is a win. And Redde is doing that for us over and over on a daily basis.

Farley, CFO

We’ve got a lot more payments coming in than we did before. Especially credit card wise. We used to send a lot of bills through the mail, but now we get a lot more money faster than we did before.

Mindy, Billing Manager

I’d be one to fight and argue and say our population is too rural, too old, too. Whatever you wanna call it to fully jump in and utilize technology. But I’ve been 100% wrong. But I’m wrong because we tried it before with a lesser application to text and to reach out to patients, but the functionality with the texting was so limited that it just didn’t work. So now we have patients, you know, 80 years plus and age that are willing to respond to an appointment reminder or willing to make payments or willing to set up a radiology visit because of the text message they received and again the patient population that we serve is extremely rural. But even to that market, this is important and they’re utilizing it. So as far as what it’s done for our business, it’s made the work that our receptionists are doing quicker because they’re no longer looking through and finding phone numbers, making phone calls, not getting people to answer worrying: Can I leave a voicemail? Can I not? Is this a secured inbox? To now we can go through and do 50 patients in 15 minutes and they all have messages and we get a response back. Even those that we don’t contact, they’re texting us saying hey, we’re coming or no, we need to reschedule. So it’s been a win from our patient side and also staff.

Farley, CFO

I have a couple of people on autopay and I’ve called them and their voicemail says I don’t do voicemail, text me. And we didn’t have that capability before. I’ve found that for a lot of our patients that are in the younger demographic, they don’t want to deal with voicemail and really don’t want to deal with calling someone over the phone. But they’ve been a lot more responsive with text messages.

Teresa, Patient Billing Specialist

It’s been wonderful. We can just text patients and say, hey, the letter we sent you came back, we need a better address. We can also text patients to ask about medical or auto or any kind of insurance information. It’s been a great benefit.

Kelly, HIM Director

Overall, everybody’s been really happy with it. We had a patient who signed up and said “I’ve been waiting for you guys to get something like this for ages.”

Teresa, Patient Billing Specialist

Have your daily and weekly financials changed since the implementation of red, if so how?

We have gotten payments and we’re seeing payments from people that have historically been very, very, very delinquent or wouldn’t pay at all. For some reason getting a text message to say, ‘make a payment’ means more than getting a letter that I can throw in the dash of the truck and never open again. The payment process is smoother and a whole lot easier for getting payments from folks that historically wouldn’t make them.

Farley, CFO

We’re seeing a quicker turn around from patients with how easy it is and accessible it is to submit a payment. We’re seeing patients pay who have not paid in the past. We’re definitely seeing an increase of money and a rise in the number of payments coming in on a regular basis.

Mindy, Billing Manager

Hospitals and patients alike love this text-to-pay process. Partly because Redde helps hospitals bring their patient billing processes into the 21st century. 

Texting with Redde is

  • Cloud-based
  • Safe, secure, HIPAA compliant
  • No character limits
  • No limits on number of texts sent
  • Includes inbound and outbound messages
  • Automated sending of messages for reminders, etc.
  • …and so much more

If you’d like to learn more about how to use texting to simultaneously decrease your accounts receivable, increase patient engagement and retention, and make life easier for your patients and billing teams, check out this link below:

Learn more at Wixcorp.com

You can reach out if you have any questions, and contact us at information@wixcorp.com.

1. Source: https://mobilemonkey.com/blog/sms-marketing-statistics

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Engaging Patients with Transparent Pricing and Bundled Services

abstract blue background
Photo by ROMAN ODINTSOV on Pexels.com

In one of her popular songs, Alanis Morissette sang about having “ten thousand spoons when all you need is a knife.” 

Paying for healthcare can feel that way sometimes. There are plenty of messy, less-than-ideal methods for patients to pay their bills, whether it’s health insurance copays, deductibles, coinsurance, or cash payments, that’s a lot of spoons to keep straight. If only someone could provide a knife, a tool that made paying and receiving payment for healthcare as easy and simple as possible.

Gratefully there are organizations and companies who can do just that. Recently, MDsave and Wixcorp joined together to present a webinar on how their technology helps patients easily pay for healthcare, and helps providers quickly and easily receive that payment.

MDsave

MDsave offers patients a chance to search for elective procedures across the country, and find providers who offer their services for a bundled payment. A bundled payment means that the prospective patient can pay one lump sum to cover all the bills that would typically arise from a healthcare service. For example, in surgery, there are often costs associated with the facility being used, the anesthesiologist, the pathologist, potential out-of-network providers being involved in the surgery, and of course the surgeon.

The patient would traditionally receive multiple bills from these different sources asking for separate payments, which can be surprising and even detrimental if patients aren’t able to afford it. But with MDsave, it’s a transparent, up-front cost that is easy for everyone to understand. Patients can shop around and prepay for a healthcare service (often at a discount), and then MDSave will quickly distribute that money to the different providers and facilities after the service is delivered. 

A physician who has partnered with MDsave shared that it “has been vital for the uninsured and the underinsured in our practice. It is great that it is bundles and patients don’t receive any bills after the procedure. This is a win-win for everyone.” 

Wixcorp

With Wixcorp, we offer a full suite of RCM solutions and tools that create a patient financial experience that patients and provider organizations love. Our software includes tools such as price transparency/estimation, insurance verification, pre-pay collection, self-automated patient payment plans, text reminders, pay-by-text options, full integration into the EHR, linking family accounts, and much more.

Typically, when a hospital or clinic begins using our software, their AR churns faster, their insurance denials decrease, their bad debt lowers, and their accounts sent to collections are drastically reduced. In addition to that, Wixcorp also provides technology that makes scheduling and registration easy for the patients and the providers and modernizes patient communication and bill payments through responsive texting. With our software, patients are even able to pay their bills by just sending a text message. After quickly and easily integrating Wixcorp’s technology into their EHR, hospitals and clinics often find that they’re able to discontinue up to four other vendor solutions they were using previously. 

One partner hospital’s billing manager recently shared her experience with Wixcorp, and said “as we were launching this I asked “What response can I expect from the patients?” and exactly what he told me was true. He said they’re going to love it. And they do love it. We have patients daily that call us saying “Oh I love this new system. I love that I can see the details of what my charges were and that my insurance is paid. Wherever I go in town, people are telling me how much they enjoy it and how easy it is to just pay their bills online. One of the funniest things I heard was “You’re finally up with the times!”” 

Conclusion

The traditional methods of paying for healthcare aren’t functioning as well as they used to. More and more of the financial responsibility for care is being placed on patients, but many of the existing tools and frameworks of paying for healthcare can contribute to confusing, frustrating experiences for everyone involved. 

But the process of sending and collecting healthcare payments can be a simple, beloved process for both patients and providers. Partnering with MDsave and Wixcorp makes this possible. They allow patients and providers to finally put the spoons down and experience how quick and easy paying for healthcare can be.

For more information on these technologies and to schedule a free consultation to learn about bringing your care delivery organization “up with the times”, links are provided below:

If you’d like to learn more about purchasing bundled healthcare services through MDsave, you can visit their website here. 

And to learn more about bringing your revenue cycle process and patient financial experience to the 21st century, you can visit Wixcorp’s website here.