Trust and transparency: how to help empower patients to feel confident moving forward with care

Use these three approaches to help lead patients—and your health system—through uncertainty and change.

The patient-provider relationship is essential to driving loyalty and improving the overall care experience. And just like in any relationship, trust is a foundational component. PYMNTS found that among surveyed respondents, trustworthiness was a key reason (75%) they felt extremely satisfied with their current provider—along with the ability to pay quickly and easily through preferred payment methods.¹ 

Patients want to know they can trust their providers to help them make the best payment and healthcare decisions—not only for themselves but also for their families. In turn, providers want to be able to help these patients get the care they need when they need it while also supporting their staff and reducing any pressure. A valuable way to do this is through cost conversations. Leading confident, transparent discussions about payment options can offer big benefits for your healthcare location, including driving strong patient satisfaction and helping reduce barriers that may prevent patients from moving forward with care.

Consider these strategies below. 

Meet patients where they are.

Today’s patients are going through some challenging times while facing rising out-of-pocket costs for their care. So it’s no surprise they prefer to approach their health and wellness decisions similarly to their retail purchases decisions. They want to know what to expect and be able to enjoy a seamless, convenient experience throughout their care journey and feel confident they have a way to pay. That’s why knowing accurate costs upfront is key as only 30% of patients report receiving estimates from their provider.¹ However, by taking the time to understand your patients’ needs and clearly define financial expectations, you can help them feel more prepared and in control of their own care.

Otherwise, they may feel overwhelmed and be inclined to delay care or even seek out a different provider. In fact, 49% of consumers said in a recent InstaMed study that they would consider switching providers for a better healthcare payment experience.²

Help keep patients at your location by providing transparency throughout the entire billing process. Be honest, provide personalized support and equip patients with the information they’re looking for to make their care decision.

Prioritize the payment conversation.

Although discussing patient financing may not be second nature or a high priority for your staff amid scheduling challenges and burnout, incorporating it into the workflow can help patients feel prepared and move forward with a convenient way to pay. No one enjoys receiving surprise medical bills, so understanding financial obligations clearly—and early—can empower your patients while also helping your health system stand out. Here are some helpful ways that can make cost conversations more comfortable for everyone involved: 

1. Build confidence among your staff.

• • Use training exercises and materials to help clarify and inform staff members.
  • Repeat training on a regular basis to help reinforce good habits, correct any misunderstanding and allow members to share ideas.
  • Develop checklists and/or mnemonic devices to help drive actionable steps.

1. Mention financing at all points of care.

• • Check in before or during scheduling to let patients know flexible payment options are available.
  • When discussing treatment and costs, help patients see how care could fit into their budget by calculating estimates. Consider posting costs on your website or patient portal as well.
  • Include payment information on client forms and on your social media and website to help drive awareness.

1. Explain how financing works.

• • Help patients understand it can help them access care they need while paying over time.
  • Offer all payment options and inform patients that they can use their healthcare credit card again and again for future appointments and procedures.
  • Answer all of your patients’ questions clearly and be sure to ask questions in return regarding their needs and challenges. Keep them engaged and show empathy.

Navigate a clear path forward.

By helping your patients make more informed decisions throughout their care journey, you can also help build a clear path forward and relieve concerns. Consumers welcome the opportunity to be involved and learn details about their treatment and payment options, plus they appreciate knowing their provider truly understands and cares about their specific needs. Keep patients engaged and make health plans and goals together. Be sure to also demonstrate confidence while discussing financing options because you can help your patients feel more confident and enjoy an easy way to pay and plan for their medical costs.

In fact, 41% of those using payment plans/third party financing for care report doing so because it allowed them to budget or pay other bills.¹

Plus, when patients aren’t burdened with cost concerns, this can help improve billing and collections for your staff and get paid quickly. Improving the financial experience for your patients and health system provides an opportunity to focus more on building connections and making more care possible.

Support your patients and your staff.

Another factor that ties into the patient-provider relationship is satisfaction. With the right third-party financing partner, such as CareCredit, your health system can help patients manage care costs for a better financial experience, plus help your staff enjoy a simplified billing process. It’s a solution that can help relieve pressures and overcome uncertainty on both sides.

To learn more about the benefits of offering financing with the CareCredit credit card or how to enroll, visit carecredit.com.

Disclosure(s):

¹PYMNTS, Consumers’ Healthcare Financial Experiences and Patient Loyalty

²InstaMed,Trends in Healthcare Payments Twelfth Annual Report: 2021, published March 2022