Case Study

Patient experience obsession provides win-win

Online engagement drives self-service payments, increases loyalty while lowering cost to collect

Executive Summary

St. Luke’s University Health Network (SLUHN) leverages Simplee’s online engagement platform to augment their core EHR system’s gaps which drives self-service payments, increase in patient satisfaction and lowers cost to collect.

Financial Impact

41%

increase in
self-service payments

40%

payments via
mobile device

33%

reduction in
cost to collect

Patient Impact

St Lukes NPS Score with Simplee
StLukes NPS relative to major brands after Simplee
"We leverage Epic functionality where possible, but our patients were telling us they wanted a better bill payment experience and greater financial price transparency. Simplee is allowing us to meet this need with a seamlessly integrated patient experience."

INTRIGUED?

Happier Patients

Fantastic, quick and EASY!  Thank you!

Patient
SLUHN

Easy, convenient, patient-centered. Thank you for offering installment plans, they help a lot!

Patient
SLUHN

I’m very happy with St. Luke’s. I love the ease in setting up a payment plan and viewing my bill.

Patient
SLUHN

Easy to set up a payment plan.

Patient
SLUHN

Clearly a better and easy process for the elderly!

Patient
SLUHN

In the past I had issues trying to pay online. This is the first I have since you changed it and it was so much better!

Patient
SLUHN

St Luke’s University Health Network Details

Snapshot
  • Serving communities of Lehigh, Northampton, Carbon, Schuylkill, Bucks, Montgomery, Berks and Monroe counties in Pennsylvania and Warren and Hunterdon counties in New Jersey
  • 10 campuses
  • 65,000+ annual admissions
  • 14,000+ employees
  • 1,400 physicians & providers
  • 300+ outpatient facilities
  • 250,000+ annual emergency room visits
  • http://www.slhn.org/
Challenges
  • Better patient experience
  • Price Transparency
  • Bill consolidation
  • Convenience
Highlights
41% increase in self-service payments
40% payments via mobile device
33% reduction in cost to collect
High patient satisfaction

  • 4.5 out of 5 stars
  • 42 NPS