Survey: 21% of Patients Fully Satisfied With Hospital Billing Process

Only 21 percent of patients engaged with the business office after discharge are completely satisfied with the hospital billing process, according to Connance's 2011 Consumer Impact Study.

The survey received responses from 500 healthcare consumers who had received hospital services within the past two years, and they rated several billing processes on a 1-5 scale, with 5 being the top score. Fourteen percent of respondents were uninsured, and 86 percent were insured. Of the insured respondents, 31 percent had high-deductible health plans.

Other results from the survey include the following:

•    Consumers with balances due of less than $100 tend to be less dissatisfied, as 36 percent gave the billing process a "5."
•    People in good health were also more satisfied with the hospital billing. Of those who rated themselves to be in "excellent" health, 52 percent gave hospital business office procedures a "5."
•    People highly satisfied with hospital billing are more than five times as likely to recommend the hospital to a friend, compared with those who were less than satisfied with the billing process.

Related Articles on Hospital Revenue Cycle:

Denver Health CFO Peg Burnette: 6 Strategies to Stay Lean and Mean

The Healthcare Tsunami: How to Fund Future Initiatives Through the Revenue Cycle

5 Common Accounting Blunders Hospitals Can Avoid

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