Improving the patient experience – why it matters

No matter how much the healthcare industry evolves — whether through new legislative priorities or advances in AI and automation — one thing remains constant: the patient experience matters. Patients expect quality care, quickly. For five years running, timely access has been a top priority for patients, according to Experian Health’s State of Patient Access surveys. But efficiency is just the start. In an uncertain world, patients also need reassurance, reliability and compassion.

For revenue cycle leaders, meeting these expectations isn’t just about good service. It’s a competitive advantage. A patient experience built on empathy, convenience and personalization fosters loyalty and trust, driving both satisfaction and financial performance. With the right digital tools, providers can take meaningful steps toward improving the patient experience.

What is patient experience and why does it matter?

The patient experience encompasses every step the patient takes while seeking and receiving medical care. It goes beyond the clinical aspects of care and includes all the systems and strategies that determine a patient’s access to care. From the moment they book their appointment through their clinical care and final bill payments, each interaction is an opportunity to make or break a patient’s satisfaction with their provider.

The patient experience can be a major driver of health outcomes. Inefficient systems lead to missed appointments, while confusing billing practices cause patients to postpone care. Adherence to care plans is more likely when patients are engaged and informed. And when patients feel positive about their healthcare experience, there are trickle-down effects for staff, who have more time to focus on priority tasks.

It’s also vitally important for an organization’s financial outcomes. A positive patient experience increases patient retention, reduces billing disputes and accelerates payments. Research shows this goes both ways: well-implemented revenue cycle management improves the patient experience, too.

What does a quality patient experience look like?

Alex Harwitz, VP of Product, Digital Front Door, at Experian Health, says that a high-quality patient experience should encompass three things:

“Choice, flexibility and convenience are themes that have come through strongly in our patient surveys. Patients are more mobile and more digitally active, so they expect services to be available on demand. They have a diverse range of schedules, responsibilities and preferences, and providers need to accommodate these variations so accessing care feels easy and convenient. Providers that leverage digital technology to deliver a patient-centered experience will see higher levels of patient engagement, better health outcomes, and a healthier bottom line.”

Key strategies for improving the patient experience

For healthcare providers, there’s always a new delivery challenge around the corner. But it’s also getting easier to improve the patient experience, thanks to digital technology. Here are five practical ways to make an immediate difference:

1. Reduce wait times

Long wait times frustrate patients and lead to last-minute cancellations, which hurt revenue. Online self-scheduling, pre-visit digital check-ins and automated appointment reminders help keep schedules on track and reduce no-shows.According to the State of Patient Access 2024, these tools are also a smart way to meet patient expectations: 89% of patients want the ability to schedule appointments anytime, via online or mobile tools.

2. Streamline administrative processes with technology

Manual data entry slows everything down. Patients dislike repetitive paperwork, while human error is a frustratingly common cause of denied claims, especially when that paperwork starts to pile up. Digital tools eliminate much of the hassle and allow staff to work more efficiently. Automated patient intake accelerates the admin tasks, so patients get the care they need without delay, and providers can keep revenue flowing without unnecessary roadblocks.

3. Improve communication between patients and providers

Confusing communications are a major pain point for patients, and billing is a prime example. With 43% of patients saying they may postpone or cancel care if they don’t get an accurate cost estimate, providers have an opportunity to stand out from the competition by offering clear and compassionate financial communications. Upfront estimates, proactive financial counseling, and digital payment options ease patients’ anxiety, prevent disputes, build trust and increase collections.

4. Increase healthcare access with automation and AI

Insurance hurdles are another source of frustration for patients. Uncertainty over coverage, eligibility and out-of-pocket costs can impede access, lead to billing disputes and increase the risk of claim denials. Manual verification is time-consuming for staff and often leaves patients waiting for answers. Automation and AI can eliminate these bottlenecks. For example, Patient Access Curator uses machine learning to verify and update all patient information with a single click.

Watch the webinar: Revenue cycle leaders from Exact Sciences and Trinity Health share how they use Patient Access Curator to redefine patient access

5. Personalize patient care

A key point to remember is that patients only care about what’s relevant to them: a one-size-fits-all approach is not going to increase patient satisfaction scores. Using data to anticipate patient needs, like flexible payment plans, personalized reminders, or a choice of payment methods, improves the patient’s experience and reassures them that they’re with the right provider.

How technology is revolutionizing the patient journey

Here are a few examples of how healthcare organizations are using digital tools to put these strategies into practice:

• Indiana University Health used Experian Health’s Call Center Scheduling solution to increase call center capacity and boost provider, staff and patient satisfaction by improving efficiency and reducing appointment-type scheduling errors. Guided scheduling led to a 114% increase in patient utilization in just one year.
• West Tennessee Healthcare replaced clipboards with clicks thanks to a modernized patient intake experience. Registration Accelerator simplified pre-appointment admin by allowing patients to complete intake forms anytime, anywhere, in response to an automated text. Patient feedback was extremely positive: “I love the new process, where all you have to do is register online and all the info is all ready for your appointment. Less hassle and faster in and out times.”
• UCHealth helped more patients qualify for financial assistance using Patient Financial Clearance, which automates presumptive charity screening. The tool disbursed $26 million in charity care and covered more than 1,700 patients.

Upcoming webinar: Using Experian Data to drive financial assistance automation – live webinar on Feb 26, 2025.

Prioritizing patient-centered healthcare

The way the patient experience is delivered may change, but its role as a driver of trust, loyalty and financial stability does not. As patients become more mobile and digitally active, they expect care that fits into their busy lives — available on demand and tailored to their needs. By using digital technology to offer choice, flexibility, and convenience, providers can make care easier to access, strengthen relationships and improve both health outcomes and financial performance. 

Find out more about how Experian Health’s digital solutions help healthcare organizations improve the patient experience.