A survey of health care leaders presented during the HIMSS Global Health Conference & Exhibition found most weren’t very satisfied with the technology they are offering patients.
A version of this article was originally published on Chief Healthcare Executive.® This version has been lightly edited.
Many health care executives say they want more from their health care payments technology, according to a recent survey.
About 7% of executives, or roughly 1 in 14, described themselves as very satisfied with the payment technology used by patients.
The survey was produced by Waystar, a provider of software for health payments and The Health Management Academy. Waystar officials discussed the findings during the HIMSS Global Health Conference & Exhibition meeting this week in Chicago, Illinois. The groups said they surveyed leaders from 35 health systems.
Nearly half of the executives surveyed (44%) said they are struggling with a lack of tools and automation capabilities in improving their payment processes.
More than half of the respondents (63%) also cited patient estimates and the prior authorization process (53%) as factors leading to dissatisfaction from patients. Health care executives and patients have derided the prior authorization process, which requires insurers to approve treatments and procedures.
“Today’s complicated and confusing healthcare payments environment frustrates both providers and patients,” Matt Hawkins, chief executive officer of Waystar, said in a statement.
Health systems must understand that patients won’t stick with providers who make paying bills a hassle, said Dave Willis, senior vice president at The Health Management Academy.
“Revenue from patient obligations continues to rise, and the consequences for health systems are very real. Studies have shown that 60% of consumers who received an inaccurate estimate or bill report a desire to switch providers for a better care experience,” Willis said in a statement.
“Amid that backdrop, it is vital for health systems to make improvements in their patient financial experiences as part of their efforts to drive financial stability.”
Hospital leaders have increasingly said they need to make it easier for patients to use all facets of the healthcare system, including technology to pay bills.
Emily Goldberg Shares Insights as a Genetic Counselor for Breast Cancer Risk Screening
October 30th 2023On this episode of Managed Care Cast, Emily Goldberg, MS, CGC, a genetic counselor at JScreen, breaks down how genetic screening for breast cancer works and why it is so important to increase awareness and education around these screening tools available to patients who may be at risk for cancer.
Listen
Examining Telehealth Uptake to Increase Equitable Care Access
January 26th 2023To mark the publication of The American Journal of Managed Care®’s 12th annual health IT issue, on this episode of Managed Care Cast, we speak with Christopher M. Whaley, PhD, health care economist at the RAND Corporation, who focuses on health economics issues, including the influence of the COVID-19 pandemic on health care delivery.
Listen
Beyond Insulin: The Impact of Next-Generation Diabetes Technology
April 17th 2024Experts explain how new diabetes technologies like continuous glucose monitors are transforming care beyond intensive insulin therapy, offering personalized insights and improving outcomes for patients of all treatment levels.
Read More