Consumers are more frustrated over financial matters in health care than they are over the diagnostic process and enduring medical tests. (Photo: Shutterstock)
They're looking for the best deals elsewhere, so why shouldn't consumers also expect to be able to seek out the best deals on their health care?
An Experian study finds that the health care experience is increasingly being subject to consumers' evaluation and being found wanting. In addition, providers are learning that consumers aren't just sitting back and taking it; according to the report, “people want to be treated not only as patients, but as valued customers. Providers are recognizing that patient satisfaction can make or break a business.”
Related: Free-market health care solutions
And increasingly, consumer dissatisfaction with the “financial and administrative aspects” of care is growing, particularly among those 45–54 over the difficulty of making sure that a provider's bill for services is paid on time and among those with annual incomes between $25,000–$49,000 over their inability to avoid being surprised by medical bills.
But dissatisfaction is certainly not confined to those two “pain points”; the report adds that consumers are more frustrated over financial matters in health care than they are over the diagnostic process and enduring medical tests. Not only is the process just getting to the doctor's office for diagnosis and treatment complex, but estimates consumers get for the cost of care don't adequately prepare them for the actual costs once they are receiving care.
There are financial-assistance resources available to consumers, but that just adds another level of confusion: 30 percent were stymied by trying to figure out what means were available to pay for their care (payment plans, government grants, hospital charity care programs) and 62 percent of bankruptcies arose out of medical debt–72 percent of those bankruptcies were for people who had health insurance.
Experian Health consumer study revealed the top pain points for consumers during their healthcare journey are related to financial matters. (PRNewsfoto/Experian)
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Marlene Satter
Marlene Y. Satter has worked in and written about the financial industry for decades.
