Consumer Research Finds Hospital Billing Processes Impact Patients? Longer-Term Satisfaction with Hospital and Clinicians

Waltham, MA (PRWEB) December 13, 2011

According to the 2011 Connance Consumer Impact Study, an annual survey of Americans who received hospitals services within the last two years, only 21% of patients engaged with the business office after discharge are fully satisfied with hospital billing and those less satisfied are less likely to recommend either the clinician or hospital to their friends. This survey was first conducted in September 2010 and then repeated a year later, in the third quarter of 2011. Results in terms of satisfaction and referral rates were virtually unchanged from 2010 to 2011. The influence business offices can have on recommendation patterns among consumers is a strategic opportunity as the insurance market moves to high deductible plans and hospitals add more physicians to their organizations.

The 2011 survey was conducted online and engaged 500 healthcare consumers. Respondents were from 49 different states, 14% of whom were uninsured and 86% of whom were insured. Among the insured respondents, 31% had high deductible plans. Highlights from the 2011 survey include: