PATIENT PAYMENT CHECK-UP™ 2018
TOP 10 FINDINGS
Insights & Best Practices from our 2018 Survey
In January 2018, Waystar commissioned HIMSS Analytics to conduct the second annual Patient Payment Check-Up™ Survey of 1,000 patients and nearly 900 providers, to pinpoint differing perceptions of:
PROVIDERS
who bill for healthcare
+
PATIENTS
who are taking on more responsibility for a larger portion of their healthcare bill
The study focused on three key areas:
COST 
ESTIMATES
FINANCIAL 
COMMUNICATIONS
PAYMENT 
PREFERENCES
#10ESTIMATES ARE AVAILABLE, BUT UNDERUSED
87%OF
PROVIDERS
say they’re able to share a cost estimate, yet only 
10%of patients receive one without asking
60%OF
PATIENTS
plan to ask for one in the future.
#9ESTIMATES BRING CLARITY
86%OF
PATIENTS
understand what they owe with a cost estimate.
64%OF
PATIENTS
say the cost estimate should be within
10%of the final bill to provide value.
#8GIVE AN ESTIMATE, REAP REWARDS
Patients receiving a cost estimate are more likely to:
  • Pay more of their bill faster  (46%)
  • Return for future care (68%)
  • Recommend the practice to a friend (69%)
OPPORTUNITY
If you already have a cost estimation tool, start using it regularly.
Your patients will thank you, and you’ll improve your bottom line. 
#7Patients want to pay what they owe, but they need help
84%OF
PATIENTS
feel the same responsibility to pay for their healthcare services as other professional services, but
35%of patients say it is inconvenient to pay for them.
This is a
15%INCREASE
from 2017.
#6eBILLING FOR THE WIN
45%OF
PATIENTS prefer electronic billing methods
  • Email through the patient portal (17.9%)
  • Email attachment (20.3%)
  • Text (7%)
  • Younger patients show the highest preference for ebilling.
#5PATIENTS ARE HAPPY TO
SHARE THEIR INFO
80.5%OF
PATIENTS
are very comfortable sharing their email address
78.2%OF
PATIENTS
are very comfortable sharing
their cell phone number

Patients are less comfortable sharing their cell phone number than providers believe

(Patients rank 5.69 vs. Providers rank 6.47 on a scale of 1-7)
#4 CONFUSION AROUND AMOUNTS DUE - AND WHEN - COSTS PROVIDERS
75%OF
PATIENTS
say they pay the full amount owed to provider organizations
75%OF
PROVIDERS
say they pay somewhere between
half and all
of the requested balance
Patients report paying the full balance of their bills slightly quicker than providers receive payment 
(53.4% of patients say they pay their full balance within 3 months; 49.3% of providers say the same)
OPPORTUNITY
Improving financial communications by going digital can bring clarity to the billing process, reduce billing disconnects and improve patient AR.
#3DIGITAL PAYMENT PREFERENCES INCREASING ACROSS AGE GROUPS
83%OF
PATIENTS
prefer to pay a charge of less than
$200using a credit/
debit card
76%OF
PATIENTS
would agree to authorize
a one-time charge of
$200or less via a
credit card on file (CCOF)
Younger patients patients (aged 18-34) show greater preference for eBilling than older patients (aged 35-75) and have a higher preference for paying charges of $200 or less on a credit or debit card.
The number of respondents aged 75 and older who said they’d prefer CCOF jumped (32% in 2018 vs. 16.7% in 2017).
#2PATIENTS WANT TO HEAR WHAT THEIR PAYMENT OPTIONS ARE
FAR FEWER
PATIENTS
want to pay their next healthcare bill by check or via their bank’s website
16 .5% in 2018
vs. 24.7% in 2017
PLENTY OF
PROVIDERS OFFER
payment plans49.2%
credit lines21.5%
online bill pay42.2%
PATIENTS
say they were offered only a couple of these options at their last visit
Providers are increasingly keeping a credit card on file to cover small balances.
7%MORE PROVIDERS
are offering CCOF in 2018 than in 2017.
#1 Even more providers in 2018 think CCOF and automated payment plans are the best method to reduce:
  • The cost of collections
  • Patient AR days
  • Bad debt / write-offs
OPPORTUNITY
Patients are open to digital payment options. 
Add new digital payment options, tell patients about them, and watch your patient payments increase.

Learn how Waystar, the combination of Navicure and ZirMed, can help you address these challenges by requesting a guided tour today! 

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