Case Study

Investing In A Successful Patient Journey

How Lancaster General Health Improved the Patient Experience with Revenue Cycle

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


increase in total collections
(self pay, post service)


increase in self service payments
growth since launch


cost to collect

Patient Impact

“Enables patient confidence at every stage in a patient’s medical journey. Patient satisfaction improved dramatically…”
"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.”
“Empowering is really about letting patients choose how they want to pay, and allowing them to use different methods.”

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Happier Patients

LG Health Details

  • 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
  • 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
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