In fall of 2008, APEX partnered with one of the largest medical groups in the nation. The Client partnered with APEX to improve their patient experience. Their challenge was making their primary communication vehicle, their statement, facilitate clearer patient communication, accelerate cash flow, increase staff efficiency, and most importantly create positive patient experience.
Identifying Goals
The healthcare organization needed to improve patient communication and the patient experience in order to meet the following goals:
- Decrease number of incoming patient correspondence (complaints and questions).
- Decrease number of statements demanded.
- Increase dollars collected per statement.
- Decrease percent of self-pay accounts receivable at 90 days or greater.
Setting Benchmarks
To ensure all improvements made would aid in meeting their goals, APEX and the Client began by conducting one-to-one patient interviews, tracking and evaluating metrics related to patient statements, set design parameters using the HFMA Patient Friendly Guidelines®, and benchmarked statements from other healthcare organizations.
Implementing Change
Using the data APEX and the Client collected, APEX created a statement design that maximized the Client’s branding with the use of full color. It also provided a more visible amount due, highlighted account numbers, organized a clear data layout, updated backer based on patient feedback, and highlighted online bill payment options.
Results
Following the January 2009 launch of the redesigned statement, detailed data showed the following improvements:
- 93% decrease in multiple page statements printed
- 40% decrease in incoming correspondence
- 7% decrease in statements demanded
- 3% decrease of AR at 90 days or greater
- 5% increase in online payments
By working with APEX, a consultative business partner, the Client was able to meet their stated goals and improve both the patient experience and the bottom line.
Request a Demo
See APEX services in action when you request a demo.
