RevCycle Intelligence: Healthcare Business Office Experience Impacts Patient Collections


Negative healthcare business office interactions result in consumers delaying patient financial responsibility payment in full, a new survey shows.

Consumers are less likely to pay their patient financial responsibility in full if they experience a negative healthcare business office interaction, a new survey shows.

The survey of 500 recent healthcare consumers conducted by Connance found that fully satisfied and satisfied individuals are the most likely to pay financial responsibility in full. And the chances of full patient payment dwindle as consumers rate their healthcare business office interactions as not distinctive, dissatisfying, and very dissatisfying.

Notably, consumers experiencing very dissatisfying healthcare business office interactions are the most likely to never pay their patient financial responsibility, while dissatisfied consumers are the most likely to pay in stages.

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