Tag: Patient Experience

Why upfront financial discussions are the compassionate thing to do

By: Jerica Hopkins, Noelle Wysocki
Date: June 25, 2020
Category: Revenue Cycle
Filed under: Patient Experience, Patient Satisfaction, soft skills

With healthcare leaders focused on complying with balance billing requirements set forth by the CARES Act and being compassionate during a time of uncertainty and stress for many Americans, those leaders who are HBI members continue to report that collection often is not attempted prior to or at the point of service. Discussions surrounding patient […]

Avoid Surprises: Out-of-Network Provider Bills May Shock Your Patients

By: Enrique Bakemeyer
Date: March 19, 2020
Category: Revenue Cycle
Filed under: Patient Consumerism, patient estimates, Patient Experience, Price Transparency, surprise billing

Patient experience is currently a high priority for healthcare leaders – not to mention regulators – and organizations are focused on initiatives to improve price transparency, accurately estimate patients’ out-of-pocket expenses, and prevent surprise billing. There will be multiple bills aimed at protecting patients from surprise billing presented to Congress as it begins its 2020 […]

Top 5 Healthcare Quality Priorities in 2020

By: Leah Bilitz
Date: March 4, 2020
Category: Cost & Quality
Filed under: chronic conditions, harm reduction, Patient Experience, patient falls, readmissions, Sepsis, social determinants

Healthcare Business Insights, Part of Decision Resources Group, is a community of more than 1,900 hospitals across 50 U.S. states. Each year, HBI surveys our members on their top priorities. The findings of this survey allow our members to see the planned initiatives of peers and confirm that their strategic plans are not missing any […]

Audit the Patient Experience and Learn Where to Focus Training

By: Enrique Bakemeyer
Date: February 18, 2020
Category: Revenue Cycle
Filed under: customer service, Patient Experience, Patient Satisfaction, Revenue Cycle Training, secret shopping

The goal of healthcare organizations is to provide excellent services to patients, but how can leaders be sure they truly understand the end-to-end patient experience? Organizations typically use surveys such as HCAHPS to measure patient experience, but these surveys do not tell the whole story. The HCAHPS survey focuses primarily on clinical care, and does […]

How Well Does Your Organization Provide Price Transparency?

By: Kelli Jenkins
Date: November 20, 2019
Category: Revenue Cycle
Filed under: CMS, CMS Final Rule, Patient Consumerism, Patient Engagement, Patient Experience, price estimation, Price Transparency, Price Transparency Report, Revenue cycle

HBI’s newly released 2019 Price Transparency Report seeks to help answer this question. It features two independent studies that show how organizations’ performance with price transparency is not yet where it should be. In one study, HBI examined the websites of 272 hospitals and found that approximately 49% are not fully compliant with CMS’ 2019 […]

How the Healthcare Supply Chain Can Impact the Patient Experience

By: Brittni Straseske
Date: November 4, 2019
Category: Supply Chain
Filed under: Disaster preparedness, environmental services, EVS, Patient Experience, Supply chain

At first glance, the impact supply chain has directly on the patient experience may seem more obscure than unequivocal. Certainly, the supply chain often plays an important role in ensuring positive clinical outcomes—through proper vetting of new devices and holistic value analysis efforts, for example—and containing care costs, but these factors are often not characterized […]

You Changed My Mind – Empathy Can be Taught

By: Noelle Wysocki
Date: July 2, 2019
Category: E-Learning
Filed under: custom, customer service, empathy, experience, face-to-face, Healthcare, Patient Experience, respect, Revenue cycle, satisfaction, training, workshop

How HBI is helping one organization communicate with empathy, internally and externally. “Word of mouth says that our staff don’t treat each other very well. And we’re slowly losing patients to competitors.” This is what one client said to us over a year ago. And we’ve heard similar statements from so many other organizations across […]

That Was Terrible! I’m Going to Tell Everyone!

By: Samuel DePaz
Date: June 27, 2019
Category: Custom Services
Filed under: Learning, Patient Experience, Patient Satisfaction, RC Management, Revenue cycle, Social Intelligence, training

Think about the worst visit to a healthcare professional you have ever experienced. Did it involve getting a surprising and large bill several months later? Rude staff members on the phone? Lack of empathy and caring throughout your care? Who did you tell about it? Your friends? Your Facebook Friends? Your Twitter-verse? Right now, the […]

Pulse Check: Price Transparency

By: Andrew Minten JD
Date: January 2, 2019
Category: Custom Services
Filed under: CMS, financial assistance, Patient Experience, Payers, Price Transparency, Pulse Check

Now that the CMS has stated that prices for all items and procedures must be posted online, it is important to ensure patients understand what these prices mean to them. We’ve seen healthcare organizations be effective creating a financial assistance committee that can partner with the community to determine the most efficient way to communicate […]