We Hear You - And Your Feedback Matters

posted on Thursday, July 7, 2016

We speak a lot about the importance of patient satisfaction and surveying patients to gain valuable feedback. We follow our own advice and do the same with our healthcare customers. The customer experience is just as important to us.

We survey with intention and purpose -- to see where we are hitting the mark, where we can improve, but also to keep current on industry challenges. We recently surveyed our customers who use our Patient Payment Services, specifically our statement processing services. And just as we encourage practices, we are marketing some of the results.

What did we learn?

  • POS is delivering a great product and service. Don’t take our word for it. See what our customers are saying.
  • Our services help practices collect up to 25% more of patient-owed balances.
  • 72% indicated patients ask to pay their bill online.
  • Only 7% of practices responding send digital past due notifications.
  • Practices are still slow to adopt e-statements.
  • The phones still ring, but not as much. Popular questions - Amount-owed, insurance, confusion about services and procedures, payment plans.
  • Our customers give us good feedback and suggestions to streamline their processes.

An interesting side note - less than 25% of these practices are surveying their patients to learn their feedback. Interesting.

  1. past due notices
  2. patient-owed balances