Patients' payment communication preferences

For the report, Salucro surveyed 1,348 U.S. adults between the ages of 26 and 65 during the spring of 2023 who had paid a medical bill online within the last 18 months. Of the participants, 52% were female, 35% were between the ages of 45 and 60, and 34% were between the ages of 30 and 44.

According to the report, most patients (62%) are now using online portals to pay their medical bills. The same number of patients said that paying online is their preferred method, suggesting that the industry is shifting more towards digital, self-service payment methods. 

When it comes to receiving statements or payment reminders, 39% of respondents said the frequency and consistency of communication from their providers was the most important factor. Other important factors include the ability to choose the communication channel and personalization of communication.

In general, most respondents (62%) said they preferred digital payment notifications through text or email. In addition, over half of respondents said that receiving a payment reminder through text would prompt them to pay their bill faster.

According to the report, it's important for providers to focus "on enhancing patient satisfaction through effective billing and payment communication," which can strengthen patient loyalty, increase positive recommendations, and boost their overall reputation.

A poor billing experience can have a significant impact on how patients view providers, with 36% saying that it would make them consider switching providers altogether. Similarly, 32% of respondents said an inaccurate billing statement would cause them to leave a negative review for their provider. 

A lack of transparency about medical costs may also impact patients' experiences with providers. In the report, 41% of respondents said they felt their provider was not transparent about the costs of their medical care. 

"Ensuring that patients have a clear understanding of their medical expenses, access to resources for asking questions, and a thorough explanation of the billing process will help create a more positive patient experience and foster loyalty," Salucro wrote.

How to improve patient communications

To help providers adapt to patients' evolving preferences, Salucro offers five tips to improve patient payment communications going forward, including:

1.       Offer a variety of communication channels, which will allow patients to choose their preferred method of receiving statements and payment reminders

2.       Include digital communication options, such as online patient portals, email notifications, and text messages

3.       Make sure all billing statements are clear, accurate, and transparent since poor billing experiences can lead to decreased patient satisfaction and retention

4.       Offer several payment options, such as text-to-pay, automated phone payments, and more, to accommodate patients' difference preferences

5.       Routinely evaluate and update your communication strategies to make sure they align with patients' needs and expectations

(Asser, HealthLeaders, 5/26; Salucro 2023 Trends in Patient Payment Communications report, accessed 5/30)

Consumerism is in a state of constant flux in healthcare, and stakeholders must attempt to keep up with rapidly changing consumer behaviors and preferences. At Advisory Board Summits in 2022, we asked healthcare leaders to make predictions about consumer behavior and preference changes in five different future scenarios. Read  the full blog post to find out what they said.