Tag: patient intake

The digitization of healthcare hasn't necessarily translated to better patient access, according to recent findings. Shockingly, almost half of healthcare providers and a fifth of patients have reported that gaining access to care has actually become more challenging in the past two years. Despite significant technological investment, it appears there is still room for improvement when it comes to ensuring patients receive the care they need in a timely, efficient manner. Experian Health’s latest investigation into the state of patient access reveals that patients and providers are enthusiastic about maintaining the digital momentum, but still see room for improvement. The State of Patient Access 2023 – the Digital Front Door is the third in a series of reports that began in 2020. This survey looks at trends, challenges and priorities when it comes to patient access. The new report reveals findings from a survey carried out in December 2022 – which involved more than 1,000 patients and more than 200 healthcare providers across the U.S. As patients become increasingly tech-savvy, their expectations for a streamlined healthcare experience are evolving. It's no longer enough for healthcare providers to offer traditional services - patients now expect digital patient access services to be standard. Providers recognize the advantages of digitalization but remain sensitive to the operational challenges. This article highlights three areas of opportunity for providers to not only open their digital front door, but also secure a competitive advantage for years to come. The State of Patient Access 2023 report is based on a new survey, fielded in December 2022, that gathered responses from 202 healthcare professionals responsible for patient access and 1,001 patients who engaged in care for themselves or a dependent in 2022. It is the third survey in a series fielded by Experian Health since 2020. Opportunity 1: continue to expand digital options in patient access 56% of patients want more digital options for managing their care 69% of providers agree that mobile access is important to patients Both patients and providers want access to be streamlined and efficient. Providers recognize that patients are looking for more digital options, though some are concerned about their current technology’s ability to meet demand. This perhaps explains why nearly half intend to invest in digital technology in the next six months. Providers that leverage technology to reduce friction at patient intake will secure a competitive edge. Beyond delivering a better patient experience, providers see digitalization as a route to operational efficiency, increased capacity and better resource management. 36% of respondents are more optimistic about the state of patient access in 2023, thanks to technology offsetting ongoing staffing shortages. Opportunity 2: implement online self-scheduling to remove barriers to care 78% of patients who think patient access has worsened say the biggest challenge is seeing a doctor quickly 40% of providers have implemented self-scheduling within the past year Speed is the greatest access challenge for patients. In fact, “Seeing a practitioner quickly” has stayed at No. 1 on the patients’ “most challenging” list for the past three years, trending up every year. Patients that think access is worse blame slow scheduling processes, while those that think access is better attribute this to faster scheduling. Meanwhile, providers say that getting patients to engage with digital services so they can see a doctor quickly is their top priority. This points to a huge opportunity for providers to implement scheduling technology that closes this gap, since 56% of patients who think access is worse would switch providers because of this issue. Online self-scheduling gives patients the freedom to book and cancel appointments at their convenience, eliminating the hassle of picking up the phone or waiting on hold. Providers benefit from reduced administration errors, no-shows, and denied claims. With smart integration into scheduling protocols, every timeslot can be filled so patients can see their doctor sooner. Opportunity 3: simplify the financial experience for patients 26% of patients say paying for healthcare is worse than previous years 63% of providers believe patients frequently postpone care due to the cost of care A third opportunity encompasses the patient’s financial journey. Giving patients more power over their payment options is becoming increasingly vital. This is particularly true for younger generations who prioritize digital payment solutions. As these demographics continue to seek more convenient, flexible, and varied payment methods, it will be critical for healthcare providers to address these concerns in order to foster long-term patient satisfaction. Simplifying the experience with accurate pre-care estimates, early payment plans, digital payment options and patient portals means patients will find it easier to pay their bills. Price estimates, in particular, have become increasingly important to nearly 90% of patients; however, the survey reveals that less than a third of patients are actually receiving it before their appointment. This highlights the urgent need for healthcare providers to prioritize transparency and provide clear pricing well in advance. By adopting frictionless payments, healthcare providers can reap many benefits. One major perk is that patients are less likely to put off medical care when the payment process is simple and smooth. Not only that, but providers can expect to see faster collections and a boost in their bottom line. Plus, leveraging digital technology can streamline mundane back-office tasks, leaving staff with more time to focus on other important work. Embrace digital patient access to secure long-term patient loyalty Navigating the pandemic, staffing shortages, and economic volatility has been a bumpy ride for healthcare providers. But amidst the turbulence, one silver lining has emerged: the power of digital technology to enhance patient access. Experian Health’s three surveys show that providers have worked hard since 2020 to reduce friction in patient access, and are seeing the pay-off in higher patient satisfaction. But there’s still work to do. Providers that leverage technology to deliver convenience, transparency and potentially reduced costs to patients will be rewarded with loyalty, and better financial performance in the long run. Download The State of Patient Access 2023 – the Digital Front Door to see the full results.

Hospitals continue to face a capacity crisis as COVID-19, flu and respiratory syncytial virus (RSV) converge. Staffing shortages in both clinical and administrative teams further constrain the delivery of optimal care, with consequences for patient satisfaction and provider cash flow. With this challenge still ongoing, providers must find ways to maximize operational efficiencies and maintain patient flow. Accelerating patient intake with automated patient registration is a good place to start. Too often, registration requires patients to spend hours in a waiting room, filling out forms on a clipboard and conjuring up insurance information and medical history details from memory. These clunky processes cause delays, errors and stress for both patients and staff. In the current climate, healthcare providers should leverage digital tools that allow patients to complete registration easily and efficiently before they come in. Pitfalls of paper-based patient intake During registration, patient access teams must put considerable effort into collecting and checking patient information, documenting medical history and medications, verifying insurance eligibility and making sure the patient knows the details of their appointment or referral. Often, these checks are completed manually, with patients filling out paperwork in person when they arrive. It’s a slow and tedious process for patients and staff, made worse when there aren’t enough staff available. Unfortunately, manual processes also open the door to errors, creating additional work for staff members. If a patient’s address is inputted incorrectly, they may not receive important communications about appointments or billing, causing delays and confusion further down the line. In The Digital Healthcare Gap, a report by Experian Health and PYMNTS, Experian Health President Tom Cox says the “waiting room experience” is a common pain point for patients: “Having to schedule appointments at exactly 8 a.m. when the office opens isn’t convenient or efficient. Filling out paperwork that one has completed several times as a prerequisite to seeing a care provider aggravates just about everyone. And finding out how much the doctor visit and treatment costs long after the visit is complete is an experience unique to healthcare.” It's not an ideal first impression for patients, and it only compounds the pressure on short-staffed teams. Accelerate patient intake with advanced registration In The Digital Healthcare Gap, one-third of patients surveyed said they filled out registration forms from home. Enabling patients to complete registration in advance can greatly speed up patient intake. Patients can fill out forms in their own homes, with all their medical details at hand. It’s a more comfortable experience for patients and saves staff time by reducing the risk of errors. Shifting registration out of the waiting room can also help protect patients and staff from infection. But these survey results suggest that many patients are still completing registration in person. Providers should consider offering faster alternative options to those that want them, especially as waiting rooms fill up. With Experian Health’s Registration Accelerator, patients can complete intake forms from their mobile devices, anywhere and anytime. Details can be pre-filled automatically to save time and reduce errors, resulting in an easier intake experience with fewer issues for staff to resolve. By reducing administrative overhead, self-service tools can help providers manage unpredictable patient numbers and avoid bottlenecks during busy times. Automated patient registration for a more streamlined patient experience The current crisis magnifies the need for automated patient intake solutions, but patient access is already evolving. More than 8 in 10 providers say their patients prefer an online registration experience, according to Experian Health’s State of Patient Access 2.0 survey. In another report, 6 in 10 patients said they’d switch providers to one that offers a patient portal. Providers must open their digital front door or risk losing patients to competitors. A seamless patient intake experience that integrates scheduling, registration and payment systems will make patients feel taken care of. With user-friendly interfaces, automated appointment reminders and pre-filled insurance information, Registration Accelerator offers patients the speed and convenience that today’s consumers have come to expect. Patients can initiate registration with one click, then upload photos of their driver’s license and insurance card. Optical character recognition technology captures the necessary identity and insurance details, so patients and staff don’t have to fill it out manually. Patients can check their details and confirm appointments before completing authorization and consent forms. They don’t have to spend a minute more on registration than necessary and are less likely to miss appointments, leading to faster care. Maximize operational efficiency with automated patient registration solutions Registration Accelerator integrates with other automated patient-facing intake tools, such as Patient Scheduling and Patient Financial Advisor, to create a frictionless experience. Giving patients more control is not only more satisfying and convenient for them, but it also helps drive efficiency – which is increasingly important as hospitals reach capacity. Using digital systems instead of manual processes also enables easier integration with other data management systems, such as electronic medical records, hospital information systems and eCare NEXT®. Data need only be added once, which reduces the burden on staff and helps to avoid errors arising from ineligible handwriting. In addition to having greater confidence in the integrity of their data, providers can also use patient intake software to generate performance reports, revealing further opportunities to improve efficiency. Providers can allocate staff to high-priority tasks and use customizable workflows to maintain operational standards. The impact on the bottom line can be significant. Automated registration solutions reduce administrative costs. But perhaps more importantly, they prevent delays in reimbursement by avoiding time-consuming errors and inefficiencies. In this way, faster registration leads to earlier care, with better outcomes for both patients and providers. Find out more about how Registration Accelerator can ease the pressure on providers by speeding up patient intake during the busy winter period.

This is the third in a series of blog posts highlighting how the patient journey has evolved since the onset of COVID-19. Explore how digital patient intake solutions are transforming the registration process - presenting patients with self-service options and providers with an automated and more efficient process. To read the full white paper, download it here. Registration is a familiar pain point in the patient journey, but COVID-19 has pushed both patients and providers to embrace digital patient intake processes and solutions. These new solutions move registration out of the waiting room, reduce errors and inefficiencies, automate billing, payments and create an enterprise-wide approach to data. Digital patient registration, once considered a “nice to have,” is now a widespread priority. A reveals that 88% of providers plan to invest in patient intake capabilities as a result of the pandemic, up 15% over a year ago. Patients lead the way on post-pandemic digital experiences COVID-19 marked a tipping point in the digital patient experience. Contactless care in the form of telehealth, along with increased use of patient portals and self-service scheduling tools, helped patients access care from a distance. Now, even though 81% of patients say they believe their provider has made on-site facilities safe, many still prefer online and mobile registration options. The study also revealed that 64% of patients prefer an online or mobile-enabled registration experience. “There’s an ‘ick’ factor,” explains Spiro Kalapodis, Director of Product Management for Registration Accelerator and Patient Financial Advisor at Experian Health. Patients actively dislike filling out paper forms, using registration kiosks and handling iPads set out for public use. “I don’t blame them,” says Kalapodis. “Even though the initial wave of COVID-19 restrictions has passed, I would prefer completing the registration process from the comfort of my car, rather than fill out forms in a crowded waiting room.” Simplifying a difficult process with digital registration and digital patient intake solutions One reason automated registration can be such a relief is that manual processes are notoriously difficult for providers to manage. Manual patient registration has always been labor-intensive and subject to human error; COVID-19 magnified these limitations. Paper forms are inefficient – they require design, printing, paper, clipboards, pens, secure storage and disposal. So many things can go wrong: receiving illegible responses, inputting data incorrectly, misplacing forms, the list goes on—and each step consumes valuable staff hours, with questionable results. Meanwhile, patients moved, visited new providers, changed jobs and switched insurance companies which meant there was more information needing capture. At the same time, providers are struggling to recoup revenue that was lost when patients deferred care during the pandemic. Optimizing both human and digital resources is key to delivering on an improved patient experience and regaining consistent profitability. “Patient intake solutions automate everything so data can be used consistently across the patient journey,” says Kalapodis. “For example, when a patient scans their insurance card and submits it through Experian Health’s Registration Accelerator, we leverage technology behind the scenes that can automatically indicate the patient’s insurance provider, policy details, and correctly return the patient’s subscriber details —information that staff members otherwise have to figure out for themselves. By automating this process, we’re saving time and resources, reducing misunderstandings and preventing data entry errors, which can be costly for providers and confusing for patients.” With the right data, providers can also create accurate estimates and even invite patients to pay their bills as part of the registration process. The patient receives a text message with a link to their estimate, along with the opportunity to pay online or on their mobile device. “Not only does this streamline the billing and collection process for providers, it creates a frictionless experience and increases greater transparency for the patient,” says Kalapodis. Getting to a single view of the patient Maintaining accurate data records can help providers deliver smooth patient experiences, better care, simpler payment processes and allows for better communication. Unfortunately, COVID-19 created another challenge on this front. During the pandemic, many patients signed into patient portals to schedule vaccine appointments. In their hurry to secure a shot, many inadvertently created duplicate accounts—and now have duplicate records. Obviously, multiple vaccine logins are not the only source of duplicate, inaccurate and incomplete patient data. But thanks to COVID-19, providers have this additional problem to contend with. Automation can make fast work of data issues. A universal identity manager creates a single view of the patient using unique patient identifiers, which prevent duplicate data records. The result: fewer billing errors and reduced associated costs, better care and a more frictionless patient experience. Patient intake can be painless Digital patient registration was a good idea even before COVID-19. Paper forms, entry errors, fragmented data, duplicate records, slow billing, and a lack of transparency made the registration process costly and inefficient. But COVID-19 made the need for digital more acute. Providers that hope to re-engage patients and recover profitability in the post-COVID-19 era need the power of data and automation. Learn more about how Experian Health can help you deliver a patient registration experience that fits post-pandemic expectations while improving efficiency, reducing errors and leveraging patient data. Download the white paper to learn how digital patient intake solutions are revolutionizing healthcare.   Missed the other blogs in the series? Check them out: 4 data driven healthcare marketing strategies to re-engage patients after COVID-19 How 24/7 self-scheduling can improve the post-pandemic patient experience

The delta variant is still surging – and flu season is about to begin. How can healthcare providers leverage innovative technologies to streamline care and prepare for a potential “twindemic?” The summer of 2021 has not been kind to healthcare professionals.  After a brief period of hope that the worst of the COVID-19 epidemic was over, the delta variant started its march across America, flooding hospitals and physician practices with a new wave of seriously ill patients. Autumn and winter look like they might be trouble, too, as delta joins forces with the seasonal flu to form a potential “twindemic.” After a mild season in 2020, many experts are predicting that the flu will reemerge with a vengeance this year as people return to in-person work and school. The combination of the two illnesses could easily overwhelm providers who aren’t prepared with technologies and workflows that allow them to serve patients efficiently and remain responsive to fluctuating demands. As providers look to navigate the coming months, they will need to make sure that they have self-service tools in place to keep patients safe and relieve strain on staff.  With a few key digital solutions, resources can be maximized, unpredictable patient volume can be managed effectively, and difficult circumstances won’t slow down operations. Online self-scheduling can improve experiences for patients and staff Online self-scheduling is in high demand because it provides flexibility. patients want to move on with their busy lives without having to sit on hold with a representative. In Experian Health’s recent survey, the State of Patient Access 2.0, more than seven out of ten patients wanted to take the appointment-making process into their own hands, citing the speed and convenience of choosing their own appointments. Providers and physician groups appear eager to oblige.  More than 70 percent of providers responding to the survey stated they are planning to offer online appointment tools to improve experiences and manage complex operations as the pandemic continues. The benefits for providers are significant.  Online self-scheduling can measurably reduce administrative burdens on staff, allowing practices to reallocate their people power to other high-priority tasks. Giving patients the tools to make appointments may also help to reduce patient no-show rates, which can drain billions of dollars each year from provider organizations. Using self-scheduling tools, patients with transportation issues or concerns about exposure risks may be able to opt for telehealth visits, as opposed to unplanned visits to urgent care centers or the emergency department. This can help protect other consumers and staff from illness while allowing them to manage their own calendars. Mobile patient registration keeps patients safe from exposure during a "twindemic" Shifting patient registration from the clinic to the home can also be beneficial for patients and providers.  When patients fill out new forms or update existing information in person, they increase their exposure risk by staying in the waiting room longer than necessary. In contrast, a digital registration accelerator solution offers a quick, touchless, and convenient intake experience on the patient’s own mobile phone.  Patients can complete the process in their homes (where they are more likely to have all their personal information at hand), or in the parking lot while waiting for clearance to enter the building. On the provider’s side, automating patient intake improves operational efficiency and avoids errors that come from illegible handwriting and verbal information communicated through masks and plexiglass.  Data integrity algorithms and real-time feedback for patients can correct mistakes quickly to ensure high accuracy of patient data – a crucial competency for treatment and reimbursement. Patient portals boost convenience, communication, and security As providers prepare to battle two illnesses instead of just one, practices shouldn’t forget to leverage one of the most important parts of the digital arsenal: the patient portal. Portals are instrumental for staying connected with patients, particularly with the 40% of patients who skipped medical care in the early months of the pandemic. As a complement to necessary in-person care, patient portals offer a convenient way to communicate with providers, complete administrative tasks, and access personal health information at their leisure. Providers must be certain, however, that their portals don’t become avenues for medical identity theft.  Healthcare organizations must maintain tight security policies that simultaneously deliver an optimized patient experience. A patient identify-proofing and authentication solution that automates patient portal enrollment while adhering to the high standards of HIPAA and other industry requirements is key.  Solid security can reassure patients that sharing digital health information with their trusted providers is safe - fostering more open relationships and leading to better care. Hopefully, fears of a “twindemic” will fizzle as communities continue to take sensible precautions against the spread of COVID-19.  However, if the flu does roar back into life, providers must be prepared. Self-service technologies and robust security measures can safeguard practices against the strain of higher-than-expected patient volumes and supporting the continued delivery of high-quality patient care. Learn more about how Experian can help your organization incorporate these new technologies and prepare for a potential "twindemic."

  Consumer-led care hit its stride during the pandemic. COVID-19 unlocked healthcare’s digital front door, giving patients more control over how and when they schedule and manage appointments. Unfortunately, while digital patient access has made navigating the healthcare system more convenient and flexible in many ways, consumers are discovering that one of the more frustrating aspects of the healthcare experience has failed to keep pace with scheduling, payments and other digital advances: registration.   Waiting rooms. Paperwork. Misplaced insurance cards. Confusing copays. More paperwork! A hassle before the pandemic, registration has become even more challenging for staff and patients in the context of “contactless care.” With more patients starting to come back through the door as a result of vaccination programs and rescheduled elective procedures, there’s an opportunity for providers to smooth out the kinks in the registration experience.     Vaccine “hesitancy” has exposed wider issues in patient registration Headlines suggest that large numbers of patients are fearful of being vaccinated against COVID-19. But dig a little deeper, and the issue is more complex. Many patients do want to be vaccinated, but struggle to navigate complicated registration websites, and therefore aren’t showing up for their shot. The Kaiser Family Foundation reported in January that two thirds of patients were unsure of how to access the vaccine. The high volume of patients having trouble getting the information they need is shining a light into the dark corners of the registration process, where improvements have long been needed.   Improving the patient registration process isn’t just a pandemic problem   While it’s true that COVID-19 is driving the push for online patient registration, improving the overall experience offers wider, longer-term benefits to patients and providers:   A convenient and consumer-friendly registration experience Online registration is easier, faster and simpler for patients. With 73% of consumers saying they want to manage their healthcare admin through patient portals, convenient self-service solutions are a trend that’s here to stay. (Find out more about consumer attitudes to patient access in Experian Health’s Patient Access Survey.)   More accurate patient data and fewer duplicate records When consumers are the ones responsible for entering their patient information, and when they can do it in a time and place that suits them best, that data is far more likely to be accurate. Not only does this create a better patient intake experience, it also reduces the risk of patient identity errors and duplicate records.   With a text-to-mobile registration tool, patients can begin the process with one click, and then easily verify and edit information to make sure their records are up to date and correct.   Operational efficiencies and better claims recovery Beyond the customer experience, improved registration can reduce the risk of denied claims, because the data is processed more accurately and quickly, and can be automatically verified against comprehensive datasets.   Patients can also choose to pay copay amounts upfront through online registration tools, which makes bad debt far less likely, and improves the overall revenue flow.   Safer and smoother registration during flu season COVID-19 put unprecedented pressure on registration processes. But more streamlined systems with remote, mobile-friendly registration tools will make a typical flu season more bearable for patient access staff and patients too.   Patients and staff have suffered through cumbersome registration processes for years. Perhaps one unforeseen benefit of the COVID-19 pandemic is that the days of sitting in busy waiting rooms, filling out multiple forms, will be a thing of the past? Discover how Experian Health’s patient intake solutions could help your patient access department create a registration experience that matches today’s consumer expectations.

for our upcoming webinar with Banner Health, where attendees will gain insights into the organization's workflow and processes.  It is estimated that 30-50% of denied claims occur on the front end during the patient access process, namely during registration, authorization and eligibility. Unfortunately, manual patient intake processes contribute to these denials, and ultimately, the bottom line, staff productivity and the patient experience take the hit. Banner Health chose to automate its patient access processes with eCare NEXT from Experian Health. The solution, which integrates directly with Banner Health’s acute and ambulatory electronic health records (EHRs), automates the organization’s preregistration workflow, including medical necessity and financial clearance. This improves registration accuracy, provides more accurate patient estimates and reduces the number of denials on the front end. Banner Health has benefited by incorporating a mix of Experian Health products that integrate directly and collaborate with other technologies and workflows already in place: Decrease in eligibility errors. With eCare NEXT, initial denials due to eligibility errors have been reduced by $30M in the first quarter alone since going live with Experian Health. Significant cost savings. With more accurate estimates, Banner Health has seen significant cost savings on the front end from more efficient coverage discovery. The system is consistently finding 30+% unique or new coverage in the patient access workflow. Improved staff engagement and satisfaction. Automation has greatly reduced manual inputs, enabling staff to focus more on the patient rather than systems and logins required for patient intake. Our partnership with Experian Health helps Banner Health's revenue cycle team deliver on its mission of “getting it right, at the right time, every time."  — Becky Peters, Executive Director of Patient Access Services, Banner Health