Healthcare providers invest in a wide array of digital payment options, for example online bill pay, card-on-file, digital wallet, to give patients a more retail like payment experience. Despite overwhelming evidence in favor of digital healthcare payments, 65% of small healthcare providers are still concerned about patient adoption. However, there’s a significant disconnect: 77% of patients believe digital payment options would benefit them.
Why the Disconnect? Awareness Is the Missing Link
What’s likely causing this disconnect is a lack of clear communication.
A recent TrustCommerce survey of U.S. healthcare consumers uncovered a surprising disconnect. Nearly 80% of respondents reported being unsure whether their provider accepts mobile or digital payment methods. That uncertainty matters. When patients don’t know how to pay, it can delay collections, increase administrative friction, and erode patient satisfaction.
Digital Payments are the Norm Everywhere Else
Your patients are more than just healthcare consumers; they’re also everyday consumers who use digital payments daily. From grocery stores to gas pumps, mobile wallet payments have increased by more than 105% since 2019. However, healthcare may still be catching up. A recent survey on generational use of digital applications found that 69% of Gen Z patients have reported at least one issue with making digital payments for healthcare services, and importantly, believe that limited digital payment options are a failure. This aligns with the more than 56% of patients who would switch providers for a better payment experience.
Patients Want Simplicity, Flexibility, and Confidence
The preference for digital payments extends across every generation. More than 63% of older adults already use digital payments for doctor visits, and nearly as many pay digitally for prescription medications. Notably, just 2% of them would still prefer to pay for healthcare services by check. Yet, if patients don’t know that their provider accepts digital payments, they’re unlikely to use them.
Promoting Awareness Boosts Adoption
According to the TrustCommerce 2024 Healthcare Payment Trends and Future Outlook Report, four out of five healthcare providers identified updating billing and payment systems and expanding payment options as a top priority. Of those who’ve been offering online bill pay for more than five years, more than 94% have seen increased patient adoption. The takeaway: awareness drives results.
6 Easy Ways to Improve Patient Awareness
The good news is that awareness is relatively easy to achieve. Just a few minor changes in how you communicate with patients about their options can go a long way.
- Post signs in your waiting room and at the front desk
- Mention accepted payment types in appointment and payment reminders
- Add callouts to patient newsletters or email communications
- Offer text message payment reminders that link directly to the payment portal
- Highlight payment options in the online portal and on bill pay screens
- Encourage staff to let patients know what options they have for payment
The Bottom Line
Digital payments aren’t a future feature. When patients know their preferred payment options are available, they’re more likely to pay promptly and return with confidence. Healthcare providers that prioritize communication and convenience will see stronger patient relationships and improved collections.
