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Is Your Revenue Cycle's Lack of Digital Options Costing You?

Analysis  |  By Amanda Norris  
   February 06, 2023

A new survey highlights the importance of digital options in improving the patient experience.

Does your revenue cycle have poor digital engagement options? Well, it might be costing you patients, a new survey shows.

At a time when a positive patient experience is playing a heavy role in overall reimbursement, a new report from Accenture says patients are becoming more comfortable switching providers when their current one isn’t meeting their needs.

According to the report, many patients are finding it difficult to navigate their care journey.

78% of patients that switched health systems cite ease of navigation factors as the reason for leaving. These factors include difficulties in doing business, bad experiences with front-end staff, and inadequate digital solutions, the report says.

The report, which surveyed 10,000 US consumers between October and November 2021, also highlighted the need for technology in the revenue cycle as digital engagement played a large role in provider loyalty.

According to the report, nearly 80% of “highly digital” patients are likely to stay with their providers. This is more than 20% greater than all other digital engagement categories, the report says.

Although the report doesn’t cite specific digital engagement options, digital front doors, streamlined patient portals, and digital billing options have all been linked to a more positive patient experience within the revenue cycle.


Amanda Norris is the Revenue Cycle Editor for HealthLeaders.

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