Investing In A
Successful Patient Journey

How Lancaster General Health
Improved the Patient Experience with Revenue Cycle

Case Study

Executive Summary

Lancaster General Health created an integrated multi-channel patient financial experience optimized for the customer that doubled patient satisfaction, loyalty and digital payments, and led to a 20% increase in net collections, all at a lower cost.

Financial Impact

20%

increase in total collections
(self pay, post service)

177%

increase in self service payments growth since launch

lower

cost to collect

Patient Impact

  • “Empowering is really about letting patients choose how they want to pay, and allowing them to use different methods.”

    Director, Strategic Acceleration - Penn Medicine, Lancaster General Health
  • "We've been driving larger and larger growth towards digital self-service… overall pool of our monthly collections is increasing too. So it really has had a double positive impact.”

    Director, Patient Access - Penn Medicine, Lancaster General Health
  • “Enables patient confidence at every stage in a patient’s medical journey. Patient satisfaction improved dramatically…”

    Director, Patient Access - Penn Medicine, Lancaster General Health

Happier Patients

I love this new pay online setup. Much better than before.
– Patient, LGH

LOVE that it let me set up a payment plan without having to call in.
– Patient, LGH

I just paid my bill in 10 seconds with confirmation, too. Excellent!
– Patient, LGH

I appreciated not having to use a username/password.
– Patient, LGH

LOVE that a family can customize their own payment plans.
– Patient, LGH

Very quick and far less complicated than most bill pay sites.
– Patient, LGH

LG Health Details

Snapshot
  • Serving the greater Lancaster County, PA community
  • 1+Million outpatient visits per your
  • 4,675 employees, including 300 physicians
  • 3 major hospitals
  • 12 outpatient locations
  • lancastergeneralhealth.org
Challenges
  • Empower the patient as a consumer
  • Unify the patient financial experience
  • Increase patient satisfaction and loyalty
  • Consumer friendly, self-service payment options
  • Lower cost to collect
  • Increase patient collections
Highlights

Integrated paper and online bills

  • 177% increase in self service payments growth since launch
  • 2X increase in digital payments (F2014 vs F2016)

Multiple ways to manage bills

  • 42% patients pay from email

Making mobile work

  • 29% payments paid via mobile device

Flexible payment options (including self-service payment plans)

  • 20% increase in total collections (self pay, post service)

Improved experience delight patients

  • 80% Very satisfied with their billing experience
  • NPS (net promoter score) of 40
  • Lower cost to collect
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