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Patient experience is tied to payment collections — 5 survey findings

Patients are more likely to pay their bills in full if they are satisfied with their business office experience, according to a Connance survey.

In July, Connance surveyed 500 random consumers about their last hospital encounter and experience with the hospital business office. Respondents were at least 27 years old and visited a hospital in the past year.

Here are five insights:

1. The net promoter score was 22.6 percent, up from 18.4 percent in 2017.

2. Patients who reported being "very dissatisfied" with business office interactions are less likely to pay their bills willingly.

3. Sixty-three percent of patients have called or would call the business office if they receive surprisingly high bills.

4. More than 50 percent of respondents said out-of-pocket costs would significantly influence provider choice.

5. Thirty-five percent of consumers with payment responsibility said they'd been called by the business office to receive an estimate before treatment. Patients with larger balances indicated they'd like to be contacted prior to service.

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