This is not addressed by the HCAHPS survey, but HealthStream Research has conducted custom studies to measure the effect of the billing experience on patient satisfaction.  HealthStream Research analyzed results from patients who had not received their bill prior to being surveyed and patients who had received their bill.  The results are shown below. 

HealthStream Research concluded that the bill does negatively impact inpatients’ satisfaction with their hospital experience.  Similar patterns were found with outpatient and inpatients, but not with the significance seen with inpatients.  The impact is most likely more prevalent for inpatients due to the high cost and complex bills that follow an inpatient stay.

Hospitals should be aware of the effects of the hospital bill as a dissatisfier, especially among inpatients.  For those who want to avoid this negative impact, the only solution is to survey inpatients as soon as possible following their visit.  The best way to do this is to survey real-time after patients are discharged.  This can be done most effectively by telephone surveys instead of through mail methodologies, which often increase the lag time by a substantial amount.

Do you have a question you’d like to send to our team of experts?  Send an email to researchinfo@healthstream.com, and our interdisciplinary team of experts will provide you with a detailed answer.  Specify if you wish to remain anonymous.