Consumer-oriented services necessary for healthcare providers to maintain patient loyalty

The healthcare industry is not immune to consumer demands for convenience. When consumers have bad experiences paying their bills, it may damage their loyalty to a provider organization. Eight out of ten patients said that lack of convenience factors would be enough to make them seek a new healthcare provider, according to InstaMed’s Trends in Healthcare Payments Ninth Annual Report: 2018.

When asked specifically about payment options, six out of ten patients said they would consider switching providers for an improved payment experience.

The report is based on quantitative data, processed between 2015 and 2018, from more than $396 billion in healthcare payments volume on the InstaMed Network. Data compiled for the survey represents more than 100,000 healthcare providers nationwide.