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To increase patient satisfaction, providers need to start talking about costs: survey

February 26, 2019 / Heather Landi

Even as health systems confront rising healthcare costs and declining margins, they are under pressure to improve the patient experience, retain customer loyalty and collect patient payments. But while two-thirds of patients said cost strongly influences their overall satisfaction with their hospital or physician, nearly 60% of health systems do not discuss costs with patients, according to a survey from VisitPay, a patient financial engagement platform. The majority of patients (67%) did not obtain cost estimates before receiving medical treatment. The survey is based on responses from 1,734 adults about their financial experiences at a hospital, health system or urgent care center in the past year to assess healthcare consumption habits, financial behaviors within and outside of the healthcare industry, and factors that influence satisfaction with a health system.