A Guide to Patient Loyalty

A GUIDE to Patient Loyalty Is syour business ofice helping your business grow? TWICE AS LIKELY TO RETURN TO THE PATIENTS WHO ARE HIGHLY SATISFIED with a hospital's BILLING THAN PATIENTS WHO ARE LESS THAN SATISFIED with a hospital's BILLING TO THE SAME HOSPITAL for non-emergent care ONLY 25% of patients WORD OF MOUTH... GAVE BILLING A TOP SCORE OF 5 1/3 OF PATIENTS SAID THEIR HOSPITAL BILLING EXPERIENCE DIRECTLY AFFECTED THE LIKELIHOOD OF REFERRING A FRIEND HOW DOES YOUR BUSINESS OFFICE TREAT THOSE MOST IN NEED? Percentage of patients who were FULLY SATISFIED with the hospitaľ's billing PATIENTS WHO ARE DISSATISFIED WITH BILLING ARE MORE THAN TWICE AS LIKELY TO BE IN FAIR OR POOR (OVER THE PAST 3 YEARS) HEALTH 20% 21% 25% 2010 2011 2012 Patients were asked “Are you LIKELY TO RETURN TO THE SAME HOSPITAL for a future elective service?" CONSUMERS WHO CONSUMERS WE VERY DISSATISFIED NO WHO COMPLETELY SATISFIED 100% 64% SAID SAID WITH THE HOSPITAL BILLING PROCESS YES WITH THE HOSPITAL BILLING PROCESS FOR BILLS GREATER THAN $100 OF RESPONDENTSWie 79 WHO WERE OF CONSUMERS WHO WERE only "VERY SATISFIED" 31 "LESS THAN SATISFIED" PERCENT PERCENT PAID THEIR BILLS IN FULL PAID THEIR BILLS IN FULL "Would you recommend this hospital to your friends?" CONSUMERS CONSUMERS COMPLETELY VERY SATISFIED 81 yes no 64% DISSATISFIED yes no WITH BILLING WITH BILLING ***** LOOKING TO IMPROVE PATIENT FINANCIAL EXPERIENCES? presented by connance Get more from your revenue cycle CONNANCE.COM DEVELOPED BY N NOWSOURCING Information from Connance Consumer Impact Study August 2012