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)
#4CONFUSION AROUND AMOUNTS DUE - AND WHEN - COST 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. 16.5% 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 Navicure® can help you address these challenges.
Request a guided tour today.