A recent survey by TransUnion Healthcare of insured consumers found that those who had positive billing and payment experiences with their providers gave higher marks for care received than patients who had issues with their billing. The survey also found that consumers who experienced problems with healthcare billing used non-critical health services, such as regular check-ups and preventative cancer screenings, at a lower rate than consumers who did not experience negative billing issues.
These results make sense, from an intuitive standpoint, but it’s interesting to actually see survey data to support what many would have already assumed. In many cases the last point of contact with a care provider is the billing information provided to the patient. Often that information includes insurance information and if it’s what a patient is expecting then a positive glow is cast over the entire process. If it’s not what the patient was expecting, especially if there are problems where a patient is expected to pay more, or to contact the insurance company herself, then the patient is disappointed and would naturally feel worse about the entire process.
“Our research suggests that patient experiences with billing and payment play a critical role in their overall assessments of providers, the quality of care they receive, and even their decision [Read more…]