Tired of trying to increase patient satisfaction with no results? Embrace consumerism

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Healthcare spending is flat, yet costs have gone up. The symptoms are obvious. Healthcare has a high fever and it’s about to get the flu. The antidote? Embrace consumerism.

We’ve never met a hospital administrator who doesn’t focus on patient satisfaction. CMS reimbursements depend on it. How much money is spent on improving patient satisfaction scores? How much effort goes into staff training just around patient satisfaction? An entire organization, the Beryl Institute, exists solely because of patient satisfaction.

Want to hear a secret? Patient satisfaction starts with the wallet. All the warm fuzzies in the world aren’t going to help when a patient gets a surprise bill. Instead of paying big bucks to patient satisfaction experts, try focusing on giving people what they really want: true, upfront costs before they book and schedule procedures.

But you don’t have to take our word for it. Becker’s Hospital Review recently ran an article focused on increasing patient satisfaction. The author quotes Sarah Bird, vice president of service solutions at nThrive as saying: “Patient satisfaction and denials are interconnected. With the continued prevalence of high-deductible health plans, even patients with sufficient coverage are asked to pay significant costs out-of-pocket for their care. Patients will continue [to] expect more transparency with the costs incurred, and they appreciate when providers utilize charge capture audit to produce an accurate statement of services rendered while ensuring charges are billed appropriately.”[1]

Consumers demand more than accurate charges. They want price transparency before they buy.

And they aren’t getting it. Instead, they get estimates that can range in the hundreds of dollars. This is very stressful for people. Almost 2/3 of families worry about healthcare issues. According to a recent report published by the American Psychological Association, “60 percent of Americans report that personal health concerns or health problems affecting their family are a very or somewhat significant source of stress.”[2]

It’s no wonder that people are stressed out. From 2012 to 2016 healthcare prices grew each year across all service categories. Consumers were hardest hit with prescription drugs (up 24.9 percent) and inpatient services (up 24.3 percent), according to the 2016 Health Care Cost and Utilization Report as covered by Morgan Haefner in an article for Becker’s Hospital Review.[3] Haefner also noted that “while total healthcare spending grew in 2016, use of most healthcare services held still or fell. This happened year over year and during the 2012 to 2016 period.”[4]

It’s time to disrupt the archaic model that just isn’t working. It’s time to give people a medical marketplace. If providers would give consumers costs up front, true pricing, not just estimates, we’re willing to bet that people would find a way to budget for their healthcare. It’s how Amazon has become the retail giant. Give people true costs upfront and give them a way to shop for discounts. Give them power over their wallets and they’ll choose you. HealthQRS can help you.

HealthQRS has developed the only complete e-commerce medical marketplace platform on the market. We essentially created the “Amazon platform” for healthcare, and our solution can be used for virtually any healthcare model including hospitals, clinics, outpatient surgery centers, behavioral health and freestanding imaging centers. Including a regional consortium of community hospitals. Our solution is a Software as a Service (SaaS), so there is no capital investment, only a low monthly fee.

Just as simple, online retail shopping attracts consumers, a simple online medical retail experience will draw patients to you. We can help you win consumers with a retail application that allows people to easily find you, schedule services and procedures and pay with a few finger taps on their smartphones. HealthQRS has a complete retail application ready to help you market yourself. Our solution is a software as a service (SaaS), so you only pay a low monthly fee, with no capital investment.

It’s important to note that an e-commerce platform is not just a revenue cycle solution but is the strategic marketing tool that is needed for every hospital, clinic and service provider. We help you deal with the competition, disruption and other forces hitting you. Now is the time to provide true prices along with an easy-to-use shopping experience for consumers, businesses and their employees.

It’s easy to learn more about HealthQRS and our e-commerce medical marketplace and how we can help you be the disrupter. We have over 12 years of experience developing healthcare retail experiences for consumers and our founders have over 50 combined years of e-commerce experience. Our E-Commerce Medical Marketplace Flyer provides more information. Click here to download the flyer. We invite you to contact us right now for more information or click here to schedule a demo.

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[1] Kelly Gooch, “CM tip of the day: Provide patients with accurate charges,” Becker’s Hospital Review,” Jan. 23, 2018,

https://www.beckershospitalreview.com/finance/rcm-tip-of-the-day-provide-patients-with-accurate-charges.html

[2] “Stress in America: Uncertainty about Healthcare,” American Psychological Association, Jan. 24, 2018, http://www.apa.org/news/press/releases/stress/2017/uncertainty-health-care.pdf

[3] Morgan Haefner, ”Healthcare spending up 4.6%, while service use plateaus: 5 things to know,” Becker’s Hospital Review, Jan. 23, 2018, https://www.beckershospitalreview.com/finance/healthcare-spending-up-4-6-while-service-use-plateaus-5-things-to-know.html

[4] Ibid.

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