The average healthcare consumer experience in America is right up there with going to the DMV or having to endure the holidays with relatives you cannot stand. For patients, the process is confusing and frustrating due to a lack of transparency, consumer knowledge, and an inability to get answers from a single entity.
The confusing (and sometimes conflicting) flow of information from the provider, insurance company, clinical site, and hospital to the patient makes for an extremely unpleasant healthcare consumer experience. For many, the financial aspect of the healthcare customer experience is frustrating and confusing that they give up. This results in debt collection for patients, a lack of revenue for providers, and the patient not getting the care and treatment they need.
FinPay can help. With our automated solutions, we improve the healthcare consumer experience by enhancing the patient's financial journey through pre-care engagement, expanding healthcare financial literacy, advocating for cost transparency, and offering affordable payment options, all while restoring consumer trust in the American healthcare system. To learn how we can help your healthcare facility or treatment center provide a better healthcare consumer experience, contact us at info@finpay.com today.
For most Americans, interacting with the healthcare system is unpleasant. A study by the Commonwealth Fund found that only 27% of U.S. adults said they were "satisfied" with the healthcare system. In contrast, 72% of respondents in the Netherlands reported being satisfied with their healthcare system, followed by 58% in Australia and 56% in Canada.
When asked about specific aspects of the healthcare consumer experience, Americans were particularly dissatisfied with the cost of care, the quality of care, and how health insurance works. In fact, nearly half (49%) of respondents said they "somewhat" or "strongly" agree that they are worried about being unable to pay for a major unexpected medical bill.
The healthcare consumer experience in America is further complicated by the lack of a single "healthcare system." Instead, there is a patchwork of public and private insurance plans, providers, and clinical sites. This lack of coordination often leads to confusion and frustration for patients.