Are You Losing Patients?

ARE YOU LOSING PATIENTS because of your hospitaľ's billing process? PEOPLE HIGHLY SATISFIED WITH HOSPITAL BILLING ARE MORE THAN 5 TIMES AS LIKELY TO RECOMMEND THE HOSPITAL TO A FRIEND compared to those who are less than satisfied with hospital billing. YES 61% OF PATIENTS WHO ARE 61 DISSATISFIED WITH THE 39% BILLING OFFICE WOULD NOT percent RECOMMEND THE CLINICIAN. NO Of patients fully satisfied with the billing process, AROUND 91% WOULD RECOMMEND THE PHYSICIAN OR CLINICIAN ONLY 21% OF PATIENTS ARE FULLY SATISFIED WITH HOSPITAL BILLING WARNING: Poor billing office experiences may affect the patient's view of their clinical experience. AS PATIENT PERCEPTIONS OF THEIR HEALTH ERODES, SO DOES SATISFACTION WITH THE BILLING OFFICE. EXCELLENT HEALTH - dissatisfaction with the billing office FAIR /POOR HEALTH 13 39 percent percent 16% fair 46% HOW IS YOUR HEALTH? poor 4% дood excellent 6 81 will pay their bills in full 38 will pay their bills in full very good 29% AFTER BEING DISCHARGED FROM THE HOSPITAL, SATISFACTION RATE DROPS FROM 32% TO 22%. (the time when patients interact with the billing office) Billing problems are just as frequent AMONG UNINSURED PATIENTS, 75% WERE NOT CERTAIN THE AMONG INSURED PATIENTS, who have payment responsibilty after insurance 60% WERE NOT CERTAIN THE AMOUNT OF THE BILL WAS CORRECT. AMOUNT OF THE BILL WAS CORRECT. OF THOSE WHO HAVE HEALTH INSURANCE 68 those that had those that had 45 LOW HIGH percent percent paid their bill in full 18 27 out of pocket expenses out of pocket expenses percent percent were less than satisfied with their hospital billing experience AND 72% AND WOULD RECOMMEND THE PHYSICIAN WHO TREATED THEM 58% WOULD RECOMMEND THE PHYSICIAN WHO TREATED THEM Information from Connance Consumer Impact Study September 2011 LOOKING TO IMPROVE PATIENT FINANCIAL EXPERIENCES? www.connance.com presented by connance developed by nowsourcing.com Intelligence for the Business Office