Shortly after forty-six-year-old Karen Hull had elective disc surgery at one of our hospitals, she used a new Geisinger app to request a refund for $150 of her $2250 financial responsibility. The problem wasn’t with the surgery – that went well. But Karen was unhappy with a phone call she’d received earlier from a hospital representative who had requested a “good faith payment” – making her feel as if we didn’t trust her to show up for her surgery. She was also unhappy that she’d been kept waiting for a meal after surgery when she had not eaten all day. The $150 itself wasn’t especially significant to her, but the request, she explained, was symbolically important; she wanted to be sure we understood what didn’t go so well about the experience.
Why This Health System Offers Refunds to Dissatisfied Patients
It improves quality of care.
November 16, 2016
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Learn how to keep your customers—and their most important needs—front and center.