Presentation from HIMSS17 shares introductory findings from Navicure's first Patient Payment Check-Up™. Conducted by HIMSS Analytics and fielded in January 2017, the national survey reveals key differences in attitudes and behavior between those billing for healthcare and those paying for it.
Current State: Three Quarters of Organizations are Able to
Provide a Cost Estimate, but Patients Do Not Ask
Is your organization able to provide patients a
cost estimate upon request?
0% 10% 20% 30% 40% 50% 60% 70% 80%
After I left; before I was
After seeing the provider,
but still in the office
When I checked in
After scheduling appt
Prior to scheduling appt
N = 861
Did you request a cost estimate for your last
visit or procedure, and if so, when?
N = 553
Of the 25% of Providers Not Providing Cost Estimates, 44%
Have No Plans to Provide
0% 10% 20% 30% 40% 50%
Yes, within the next 6 months
Yes, within the next two years
Yes, within the next year
No current plan
N = 140
Do you currently have plans to offer cost estimates to improve your
organization’s patient experience?
Providers Believe Patients are Less Comfortable Submitting
Their eMail Address than Patients Report to Be
1.3% 1.6% 5.4%
1 2 3 4 5 6 7
How comfortable are you with submitting your email address to your providers when
Patients (N = 1,000) Providers (N = 553)
If we can accurately predict
costs, how do patients
want to pay for services?
Current State: 90% of Organizations Send Paper Bills Through
the Mail; Half of Patients Would Prefer Some Form of eBilling
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Electronically via text with link to view
bill on a mobile device
Electronically via e-mail and text to
view bill wherever I am
Electronically via e-mail linked to
Electronically via e-mail with
attachment to view bill
Paper bills via the mail
How do you (would you) prefer to receive bills from your providers?
How does your organization send bills to patients? (select all that apply)
Patient Preference (N = 1,000)
Provider Billing (N = 553)
Patients Report Paying Their Full Balance Much Faster than
Provider Organizations Report Receiving Full Payment
0% 10% 20% 30% 40% 50% 60%
Never paid any of what is owed
Never paid some of what is owed
I have not been billed yet
More than 3 months
Between 2-3 months
Between 1-2 months
Less than one month
How long did you take to pay the full balance of what you owed?
On average how long do your patients take to pay the full balance of what they owe?
Patients (N = 96)
Provider (N = 553)
78% of Participants Would Authorize a Credit Card Payment
of $200 or Less
0% 10% 20% 30% 40% 50%
I would refuse to provide my healthcare provider with my debit
or credit card to be charged one time for what I owe, up to
$200, even if it meant that I could not see my provider
I would provide my card to be charged one time for what I owe
up to $200 if required to see my provider; however, I would not
feel comfortable doing it
I would feel comfortable submitting my debit or credit card to be
charged one time for what I owe, up to $200, after my
insurance company pays its portion. The rest would be billed or
paid via an automated payment plan.
N = 1,000
In order to see the provider, if the office required you to securely store your debit/credit card in its system and
charged your card for actual charges up to $200 one time only after insurance pays its responsibility, how
comfortable would you feel?
Providers: Online Bill Pay and Securely Storing Patient Card
Information would Reductions in Cost of Collections
0% 5% 10% 15% 20% 25%
Secure credit card on file, charging one time up
to $200 once patient responsibility is known
Online bill pay
Consumer credit line, e.g. CareCredit
Automated payment plans
What payment option do you think would be the most likely to create reductions in
Cost of Collections?
N = 549
Patient Cost Estimates
• Provider organizations claim to be able to provide a cost estimate upon request, yet less than 25% of
patients requested one
• Over two-thirds of patients would find an estimate within 10% or more of their actual cost helpful.
• Providers believe patients are less comfortable providing email addresses than patients report to be.
• Over half of all patients (52%) surveyed would prefer to be billed electronically vs. paper.
• Providers and patients disagree on how long it takes patients to pay.
• Among payment methods that a provider organization can provide its patients, patients view credit card-on-
file (CCOF) as their preferred method for charges of $200 or less.
• Over three-quarters (78%) of patients say they would provide their debit or credit card number to be charged
one time up to $200 after claim adjudication if asked by their provider.
• Credit card-on-file (CCOF) is viewed by providers as the best way to improve patient collections.