Online surveys with 260 US hospital Revenue Cycle
leaders highlight the growing need to drive patient delight.

Key Findings

Hospitals recognize the importance of patient satisfaction and the role that patient financial services play.

Despite this, hospitals struggle to address patient financial services due to cultural and measurement challenges.

Driving exceptional patient financial services leads to improved satisfaction and improved business and patient outcomes.

Key Recommendations

Make patient experience an organization wide obsession.  

Seek partners that who can help overcome both the technology and strategy challenges.

Link your investments in experience to driving and measuring patient satisfaction.

Hospitals show a shift toward patient obsession, putting health outcomes and experience at the top of their objectives.

Effective Patient Financial Services Means Everyone Wins

“Which of the following patient benefits would you expect your organization to see/has your organization seen as a result of improving its patient financial services system?”

HOW PATIENTS WIN: IMPROVED PFS LINKED TO BETTER PATIENT SATISFACTION AND CLINICAL OUTCOMES

62% Improved overall patient satisfaction
46% Improved overall patient outcomes (clinical outcomes, patient satisfaction, etc.)

HOW HOSPITALS WIN: PFS IMPROVEMENTS DRIVE MORE EFFICIENT REVENUE PROCESSES

53% Faster patient payment/more on-time patient payment
46% Better efficiency/cost reduction per patient
43% Improved net collection rate

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