Member Issue Brief: Improving the Patient Billing Experience: A Strategic Imperative for Hospitals and Health Systems
America’s hospitals and health systems are committed to providing quality and safe care to all individuals, as well as delivering a care experience that meets patients’ needs and expectations, from scheduling through payment. Patients’ medical bills are an important part of their care experience. Yet, patients routinely identify the billing process as the worst part of their engagement with the health care system. This issue brief discusses the key challenges with the patient billing experience today, based on national surveys and consumer research, and identifies opportunities for hospitals and health systems to improve the patient billing experience.