Every patient access leader wants impressive satisfaction scores to share with hospital leadership. But unlike clinical areas, they face a daunting obstacle: Most people do not quite comprehend the patient access role. Some departments have taken proactive steps to make staff stand out and to educate patients.
Many issues come into play with patient satisfaction. Plenty of these are partly, if not totally, linked to other departments. Wait times, clinical care, cleanliness, and billing processes are just a few.
For virtually every hospital, the patient experience is a top priority. The same is true for point-of-service collections. For patient access, this presents quite a conundrum. The question becomes: How can registrars keep patients smiling while asking for money — sometimes, a great deal of money?
Back in the days when patients did not owe much more than a $20 copay, offering a payment plan would seem more an attempt at humor than a necessary solution. But with $5,000 deductibles the new norm, it is a different story.