TMCnet News
Salucro's New Report Shows Provider Loyalty is Heavily Influenced by the Patient Financial ExperienceSalucro Healthcare Solutions, a leading healthcare payment technology company, today released the results of its 2021 Patient Payment Technology Report, a follow-up to the company's 2019 report designed to measure the degree that the patient payment and billing experience impacts brand loyalty and patient turnover. The full report can be downloaded on salucro.com. In a survey of 1,095 U.S. healthcare consumers the report highlights that, even amidst rapid development of digital patient engagement in response to COVID-19, the patient financial experience continues to have a monumental impact on a patient's loyalty to their healthcare provider, and the increasingly high standards from consumers around their provider's billing process remains an area in need of ongoing improvement for healthcare providers. Now more than ever, patients feel comfortable with online payments as shown by a 72% decrease in those who said they would refuse to pay bills online when compared to 2019 results. But paired with that willingness comes high expectations for a quality financial experience. When those expectations aren't met, healthcare providers experience increased collection costs and ultimately patient turnover due to a variety of negative financial experiences, including:
While patients flagged issues such as incorrect bills and ease of payment as barriers that they've faced, similar to our 2019 survey, patients also highlighted unique digital experiences that would influence whether they would choose to return to a particular healthcare provider, including:
"Healthcare providers have taken great care to ensure a quality clinical experience for patients, but when that attention to detail doesn't follow through to the billing experience there can be a profound impact on patient loyalty," said Rebecca Truscott, Senior Vice President of Strategy for Salucro. "Ensuring that patients are provided a quality, personalized experience from pre-service, to the point of care, and through the entire post-service billing process will be key to the success of healthcare providers as digital-native brands like Amazon and Microsoft (News - Alert) begin to enter the healthcare space, offering the more engaging experience that consumers have come to expect." The full 2021 Patient Payment Technology Report can be downloaded on salucro.com. About Salucro Salucro is a healthcare financial technology company exclusively focused on patient payments and billing. From online bill pay solutions to provider-facing payment integrations, the Salucro platform brings cohesive payment experiences to healthcare providers, patients, and third-party collection agencies. As a PCI (News - Alert) DSS Level 1 Service Provider, Salucro belongs to an elite group of organizations worldwide that have earned HITRUST CSF Certified status, proving Salucro's continued commitment to managing risk and improving payment security and compliance. To learn more, visit salucro.com.
View source version on businesswire.com: https://www.businesswire.com/news/home/20211206005752/en/ |