Getting More Out of Giving into Patient Demand

Typically, people resist change, especially when trying something new does not seem worth it. This wariness can make it difficult for healthcare providers to adapt. Often times, the disconnect for practitioners and their office staff is a not fully understanding the value in making necessary changes. While practices begin filling up their schedules, some shifts made during COVID-19 will remain. Patients though, will return with new concerns and expectations. Practitioners and staff must ensure they have the right tools in place to meet the needs of patients as they return to the office.

Resisting change that patients desire can have a negative effect on patient experience and satisfaction. In evaluating and adopting new healthcare payment tools, practices must balance the value of what they have versus what they may gain from implementing new methodologies.

Here are three important steps to consider when implementing a digital transformation into your practice:

  • Define “Contactless” at your Practice. Eliminating contact shouldn’t mean avoiding a conversation about collection of patient payments. Some practices have gone as far to forgo all touchpoints in order to eliminate contact, and they’ve completely avoided the discussion of collecting payments. If your practice has adopted this method or if you don’t require payment in full at the time of service, be sure your patients are aware of when and how they’ll need to pay.

  • Offer Flexible Payment Options. The strain of the economy and current environment has increased the likelihood of patients suffering financial hardships. Many patients may be in a vulnerable financial position and find it even more challenging to pay for services. There are ways to leverage payment options to support how your practice handles these situations. By training your staff, creating an effective payment policy, and giving patients flexible solutions to pay their bills, your practice can enhance the patient experience, while helping patients pay for services rendered.

  • Enable Digital Payment Tools. COVID-19 pushed us to expand our reach into digital tools that help manage our everyday life. Healthcare-centric digital payment tools, including card-on-file, contactless and mobile and online options, will help practices increase patient payments, retain current patients, and gain office efficiencies. “It’s all about meeting the needs of patients and how and when they want to pay for services. Patients like payment options that are convenient,” said Mike Peluso, Chief Technology Officer of Rectangle Health.

To learn more about incorporating healthcare technology into your practice, download our whitepaper, Embracing Change: From Adoption to Adaption, now.