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Patient Satisfaction and Co-Pay Refunds

  • May 27, 2016|
  • 2 years ago

by News


Article excerpt

Pennsylvania hospital using app to give refunds to unhappy patients

That’s right: You tell them what went wrong and how much of your co-pay or deductible you want back, and you get that money back, up to about $2,000, no questions asked, Geisinger vice president of media Wendy Wilson said.

Our take

Money-back guarantees in healthcare?

Lands’ End, Craftsman, Hilton—all companies known for their generous money-back guarantees. Such guarantees are common among retailers and service brands, but in healthcare? Not historically. Patients unhappy with their care have long had few routes to reparation. Geisinger Health System is changing that with an app that allows patients to request refunds if they’re not satisfied with their care. Should you be considering a similar approach?

Competition in healthcare is heating up, with competitive pressure coming not just from the traditional providers across town, but from sources outside the industry. Partnerships are rapidly developing between a wide array of players in, or interested in entering, the market. Health organizations must find ways to stand out and stay ahead in an industry that is rapidly becoming “consumerized.”