If healthcare providers had big plans to implement an improved patient experience in 2020, it is highly likely they were derailed by COVID-19. Fortunately, all is not lost. The pandemic acted as a catalyst for innovation in patient communication, driven by the necessity to continue doing business, as well as changing patient expectations.
Yet, when measured against other industries, healthcare still does not fare well when it comes to customer service. Due to their exposure to great customer experience in other sectors, patients expect digital, secure, self-serve access to their healthcare information. Fulfilling these requirements, however, remains a challenge for healthcare providers. Strict regulations and complex workflow processes also impact their ability to focus on improving the patient experience.
Design patient communication with CX in mind
When it comes to patient communication, one of the most common complaints centers around billing and payment. Patients cite difficulties in interpreting the bills they receive, particularly the important facts, such as the amount due, the payment due date, and what the patient vs insurance provider is required to pay.
Not only are patients frustrated when this information is hard to find or not presented clearly, but it could also result in delayed payment.
It makes sense then to design patient communication in a way that helps guide them through the most important information, such as details around how to settle an account.
Create a statement that improves patient experience
It is true that healthcare communications are governed by strict regulatory requirements, and in many cases, also subject to the limited output a legacy system can provide. This makes enhancing the patient experience challenging, but not impossible.
Take patient statements for example – there are three components that are critical:
DATA
DATACreating a patient-centered statement begins with having access to the right data. This data has already been generated for other documents, so it is available. It is critical to have a strategy for handling sensitive customer data in a manner that is compliant and does not introduce risk of unauthorized exposure. This is due to the negative consequences of mismanagement of confidential information.
DESIGN
DESIGNThe design of the statement needs to answer the most important and common questions that patients have when it comes to managing or settling their accounts. A well- designed patient statement that provides information in a clear manner will prevent payment delays caused by a lack of understanding, and result in a better patient experience.
COMPLIANCE
COMPLIANCEThe entire process of generating, publishing and storing a patient statement has to comply with numerous regulations, including the protection of privacy, accessibility, interoperability, and more.
Remove friction from the patient experience
Patients should not have to read through reams of invoices, legal terms and supporting documentation in order to understand their financial obligations. This adds friction in an already frustrating process.
Providing a simple summary statement for a patient and making it available on a secure online portal removes a lot of friction in the patient experience.
Doxim’s patient statement solution enables you to deliver a modern patient experience, within a secure and compliant framework.
Improve time to payment, while allowing your patients to enjoy the benefits of receiving their statements securely online. SPEAK TO A CCM HEALTHCARE EXPERT TODAY
