/ en Sat, 26 Apr 2025 10:24:56 -0500 Wed, 03 Jul 24 14:41:36 -0500 /concord/case-studies/cedar-novant <div></div><div> /* Banner_Title_Overlay_Bar */ .Banner_Title_Overlay_Bar { position: relative; display: block; overflow: hidden; max-width: 1170px; margin: 0px auto 25px auto; } .Banner_Title_Overlay_Bar h1 { position: absolute; bottom: 40px; color: #003087; background-color: rgba(255, 255, 255, .8); width: 100%; padding: 20px 40px; font-size: 3em; box-shadow: 0 3px 8px -5px rgba(0, 0, 0, .6); } @media (max-width:991px) { .Banner_Title_Overlay_Bar h1 { bottom: 0px; margin: 0px; font-size: 2.5em; } } @media (max-width:767px) { .Banner_Title_Overlay_Bar h1 { font-size: 2em; text-align: center; text-indent: 0px; padding: 10px 20px; } } @media (max-width:530px) { .Banner_Title_Overlay_Bar h1 { position: relative; background-color: #63666A22; } } /* Banner_Title_Overlay_Bar // */ .Banner_Title_Overlay_Bar h1 { color: #fff; background-color: rgba(255, 255, 255, .0); box-shadow: none; } @media (max-width:530px){ .Banner_Title_Overlay_Bar h1 { background-color:#000; } } <header class="Banner_Title_Overlay_Bar"><img src="/sites/default/files/2023-06/Concord_Investing_banner1_1170x250.jpg" alt="Banner Image" width="1168" height="250"><div><h1>Novant Health improves patient satisfaction and payment experience in 12 months</h1></div></header></div><div class="raw-html-embed"> /* CntMenuSub */ .CntMenuSub{ margin:20px 0px; padding-bottom: 5px; color: #afb1b1; letter-spacing: 1.5px; font-weight: 400; font-size: 11.2px; } .CntMenuSub a{ text-decoration:none } .CntMenuSub .CntMenuBar{ border-bottom: 1px solid lightblue; } /* if includes a logo */ @media (min-width:361px){ .CntMenuSub.CntMenuSubLogo .CntMenuBar{ margin-top: 10px; float: left; width: calc(100% - 425px); } } @media (max-width:767px) and (min-width:361px){ .CntMenuSub.CntMenuSubLogo .CntMenuBar{ float: left; width: calc(100% - 0px); } .CntMenuSub.CntMenuSubLogo img{ width: auto; } } /* // */ .CntMenuSub .CntMenuBar a:after{ content: "|"; padding: 0 3px 0 6px; color: #555; } .CntMenuSub .CntMenuBar a:last-child:after{ content: ""; } .CntMenuSub .CntMenuSubHome, .CntMenuSub .CntMenuSubParent{ text-transform: uppercase; color: #555; opacity: .9; } .CntMenuSub .CntMenuSubParent{ } .CntMenuSub .CntMenuSubChild{ } .CntMenuSub .CntMenuSubCurrent{ opacity: .7; } .CntMenuSub .CntMenuSubHome:hover, .CntMenuSub .CntMenuSubParent:hover{ text-transform: uppercase; color: #d50032; } /* CntMenuSub // */ <div class="container CntMenuSub"> <div class="col-md-1">   </div> <div class="col-md-10 row CntMenuBar"> <a class="CntMenuSubHome" id="CntMenuSubHome"></a> <a class="CntMenuSubParent" id="CntMenuSubParent" href="./"></a> <span class="CntMenuSubChild" id="CntMenuSubChild"></span> </div> <div class="col-md-1">   </div> </div> var url = window.location.pathname; var path = url.split('/').slice(-3, 2).join('/'); var pathreplace = path.replace(/-/g, " "); document.getElementById("CntMenuSubHome").innerHTML =(pathreplace); var url = window.location.pathname; var path = url.split('/').slice(-2, 3).join('/'); var pathreplace2 = path.replace(/-/g, " "); document.getElementById("CntMenuSubParent").innerHTML =(pathreplace2); var url = window.location.pathname; var path = url.split('/').slice(1, 2).join('/'); var pathreplace2 = path.replace(/-/g, " "); document.getElementById("CntMenuSubParentOnly").innerHTML =(pathreplace2); var y = document.getElementsByTagName("h1"); document.getElementById("CntMenuSubChild").innerHTML = y[0].innerHTML; </div><div class="row sp_Resource1"> .sp_Resource1 { /*padding: 25px 0 0px 0;*/ } .sp_Resource1 h2 { margin-top: 0px; } .sp_Resource1 h3 { margin: 10px 0 0 0; color: #555; font-size: .7em; text-transform: uppercase; font-weight: 400; letter-spacing: 3px; } .sp_Resource1 h4 { color: #002855; line-height: 1.2em; font-size: 30px; margin: 10px 0 15px 0 } .sp_Resource1 p, .sp_Resource1 ul li { font-size: 16px; } .sp_Resource1_holder { background-color: ; padding: 0; overflow: auto } .sp_Resource1 .sp_Resource1_holder img { margin: auto; display: block; box-shadow: 10px 10px 14px -6px rgba(0,0,0,0.75); -webkit-box-shadow: 10px 10px 14px -6px rgba(0,0,0,0.75); -moz-box-shadow: 10px 10px 14px -6px rgba(0,0,0,0.75); } @media (max-width:767px) { .sp_Resource1 .sp_Resource1_holder img { width: 100%; max-width: 150px; } } .sp_Resource1 .btn { margin-top: 20px; } .sp_Resource1_holder h2 span { color: #d50032; display: block; position: relative; font-size: .8em; } <div class="col-md-10 col-md-offset-1 sp_Resource1_holder"><div class="text-align-center col-sm-4 col-md-3"><a href="/system/files/media/file/2024/07/Cedar_Novant_Casestudy_2023_AHA.pdf" target="_blank" title="Novant Health improves patient satisfaction, dramatically streamlines payment experience in 12 months with Cedar Pay"><img src="/sites/default/files/2024-07/cedar-novant-casestudy-247x320.jpg" alt="Cover image" width="247" height="320"></a> </div><div class="col-sm-8 col-md-9"> Scan </h3> --><h2><span>Case Study</span> <a href="/system/files/media/file/2024/07/Cedar_Novant_Casestudy_2023_AHA.pdf" target="_blank" title="Novant Health improves patient satisfaction, dramatically streamlines payment experience in 12 months with Cedar Pay">Novant Health improves patient satisfaction, dramatically streamlines payment experience in 12 months with Cedar Pay</a></h2><p>Novant Health wanted to make bill payment easy to navigate for patients and help them understand how payments work and insurance benefits apply. After implementing Cedar Pay, Novant Health saw a significant rise in patient satisfaction with the billing process with scores now at 90%. In one year, Novant Health added $30M in patient revenue, while time to payment resolution has dropped by 43%. Digital self-service now accounts for 87% of all patient payments.</p><p><a class="btn btn-wide btn-primary" href="/system/files/media/file/2024/07/Cedar_Novant_Casestudy_2023_AHA.pdf" target="_blank" title="Novant Health improves patient satisfaction, dramatically streamlines payment experience in 12 months with Cedar Pay"><span>Read Case Study</span></a><span> </span></p></div></div></div> /* y-hr3 */ .y-hr3{ clear: both; } .y-hr3 div:nth-child(2) { border-top: solid 2px lightgrey; margin: 50px 0px; height: 0px } /* y-hr3 // */ <div class="row y-hr3"><div class="col-md-3"> </div><div class="col-md-6"> </div><div class="col-md-3"> </div></div><div class="row spacer"><div class="col-sm-8 col-md-offset-2"><div><a href="https://www.cedar.com/novant-health/?utm_source=aha&utm_medium=web&utm_campaign=aha-concord-portcos&utm_term=2024&utm_content=casestudy" target="_blank" title="Cedar "><img src="/sites/default/files/2024-07/cedar-logo-834x313.jpg" alt="Cedar logo" width="417" height="157"></a><h3><a href="https://www.cedar.com/novant-health/?utm_source=aha&utm_medium=web&utm_campaign=aha-concord-portcos&utm_term=2024&utm_content=casestudy" target="_blank" title="Cedar">Cedar</a></h3><p>Cedar is committed to improving the healthcare financial experience for all. With an innovative platform that connects providers and payers, Cedar empowers healthcare consumers with an optimized journey—all powered by data science and interactive design. For Cedar clients, this leads to increased payments, more efficient operations and greater consumer loyalty. To learn more about why leading U.S. healthcare organizations trust Cedar to manage the end-to-end consumer experience from pre-registration to post-visit billing, visit <a href="https://www.cedar.com/?utm_source=aha&utm_medium=web&utm_campaign=aha-concord-portcos&utm_term=2024&utm_content=casestudy">cedar.com</a> and join us on <a href="https://www.linkedin.com/company/cedar-inc./">LinkedIn</a>, <a href="https://twitter.com/CedarNY">Twitter</a>, <a href="https://www.facebook.com/CedarNY">Facebook</a> and <a href="https://www.youtube.com/channel/UCrIA5mF8AiiN5E2_qNFfNOw">YouTube</a>.</p><p>To learn more about Cedar <a href="mailto:kvazquez@cedar.com?subject=I%20would%20like%20to%20learn%20more%20about%20your%20solution&body=I%20would%20like%20to%20learn%20more%20about%20the%20work%20your%20company%20is%20doing%20with%20hospitals%20and%20health%20care%20providers." title="contact Katrina Vazquez">contact Katrina Vazquez</a>.</p></div></div></div> /* y-hr3 */ .y-hr3{ clear: both; } .y-hr3 div:nth-child(2) { border-top: solid 2px lightgrey; margin: 50px 0px; height: 0px } /* y-hr3 // */ <div class="row y-hr3"><div class="col-md-3"> </div><div class="col-md-6"> </div><div class="col-md-3"> </div></div> Wed, 03 Jul 2024 14:41:36 -0500 Patient Satisfaction /aha-center-health-innovation-market-scan/2024-06-11-4-things-health-consumers-want-now <div class="container"><div class="row"><div class="col-md-8"><p><img src="/sites/default/files/inline-images/4-Things-That-Health-Consumers-Want-Now.png" data-entity-uuid="93df3b61-fbd4-48e6-8889-be855081e327" data-entity-type="file" width="100%" height="100%" alt="4 Things That Health Consumers Want Now. An outstretched hand holding a question mark."></p><p>Satisfying today’s health care consumer is no simple task. Yet, amid the multitude of challenges health care executives face today, none may be more foundational to their organizations’ future growth, reputation and ability to serve and compete in a rapidly changing environment.</p><p>The recently released third installment of the <a href="https://jarrardinc.com/resources/2024-strategic-positioning-consumer-survey-request/" target="_blank" title="Jarrard Inc.: Consumers’ Choice: Connection, Cost, Convenience">2024 National Consumer Survey Series</a> from Jarrard Inc., a Chartis Company, explores what leads patients to choose providers, how patients want to access care and what they want in their relationship with providers.</p><p>The <a href="https://jarrardinc.com/jarrard-insights/quick-think/2024/05/survey-five-takeaways-on-healthcare-consumer-preferences/" target="_blank" title="Jarrard Inc.: Survey: Five Takeaways on Healthcare Consumer Preferences">findings and analysis</a> provide insights on how consumers define and assess quality and how executives and marketing/communications leaders can position their organizations locally and within the wider health care landscape.</p><p><img src="/sites/default/files/inline-images/Patients-are-split-on-preferred-scheduling-method.jpg" data-entity-uuid="b42d0e27-2e1f-4f67-a329-ea9e63c78de1" data-entity-type="file" alt="Patients are split on preferred scheduling method. If all options were available, what would be your preferred method for scheduling, rescheduling, or canceling routine appointments? Phone call: 50%. Computer: 22%. Smartphone: 18%. Walk-in: 19%." width="100%" height="100%"></p><h2><span>4 Takeaways from the Survey</span></h2><h3><span>1</span> <span>|</span> Don’t talk past patients on quality matters.</h3><p>Providers often highlight awards and rankings in their messages to the community even as they simultaneously place a consistent internal focus on quality metrics as defined by the Centers for Medicare & Medicaid Services.</p><p>Both are important, but patients have a different view of quality, the report states. To patients, quality is simply a physician who listens to their concerns and a staff that is friendly, caring and provides a clear vision for how to improve their health.</p><h4>Takeaway</h4><p>Awards, ratings and the organization’s brand name were at the bottom of the list in how patients view quality. This suggests that highlighting external accolades may be useful within a wider marketing strategy, but it should not be the central focus, notes <a href="https://jarrardinc.com/team/pattie-cuen/" target="_blank" title="Jarrard Inc.: Pattie Cuen biography">Pattie Cuen</a>, senior vice president at Jarrard and former health system marketing and communications leader. Instead, emphasize the caring, personal experience patients will have — and back it up with thoughtful operations and staffing.</p><h3><span>2</span> <span>|</span> Insurance acceptance and word of mouth are king in provider selection.</h3><p>Four out of five respondents said finding a provider who accepts their insurance is “very important” or “important.” About 70% said that a convenient location is important for finding a provider, with slightly more than half giving strong weight to good online ratings and reviews.</p><p>Among the 80% of respondents who have an established relationship with a primary care physician (PCP), one-third found them through a trusted friend or family member. Only about one in four found their PCP through a list provided by their insurance plan.</p><h4>Takeaway</h4><p>Word of mouth from a trusted source is key to making a final decision, meaning every function and individual within a medical practice or hospital must work to provide an outstanding experience for patients — who then can become an organization’s biggest advocates.</p><h3><span>3</span> <span>|</span> Explain virtual care options.</h3><p>Just under half the respondents had a virtual care visit within the past two years, and 90% said they were” very satisfied” or “somewhat satisfied” with the experience. But a significant portion of the respondents weren’t clear about their options: 30% said they weren’t sure if their health plan offered virtual care and about one in four didn’t know if their PCP or specialist offered remote options.</p><p>Meanwhile, of those who chose not to use virtual care, 55% said it was because they preferred in-person visits with their doctor, reinforcing the personal, relational nature of medical care.</p><h4>Takeaway</h4><p>Consider ways to draw more attention to and educate patients about your telehealth services. This will help meet some consumers' desire for more convenient ways to access care.</p><h3><span>4</span> <span>|</span> Meet patients’ scheduling needs.</h3><p>More than half of respondents have used an app or website to schedule a medical appointment in the last year. Half said that if all options were available (including an app or website), they would prefer scheduling routine appointments by phone.</p><h4>Takeaway</h4><p>Providers must continue offering digital and analog scheduling methods, while maintaining or strengthening phone support and expanding the availability of online tools. It is worth considering how to educate and equip patients to become more comfortable with digital scheduling tools. But none of this matters if the patient ends up unable to get a convenient appointment, the analysis states.</p></div><div class="col-md-4"><p><a href="/center" title="Visit the AHA Center for Health Innovation landing page."><img src="/sites/default/files/inline-images/logo-aha-innovation-center-color-sm.jpg" data-entity-uuid="7ade6b12-de98-4d0b-965f-a7c99d9463c5" alt="AHA Center for Health Innovation logo" width="721" height="130" data-entity- type="file" class="align-center"></a></p><p><a href="/center/form/innovation-subscription"><img src="/sites/default/files/2019-04/Market_Scan_Call_Out_360x300.png" data-entity-uuid data-entity-type alt width="360" height="300"></a></p></div></div></div>.field_featured_image { position: absolute; overflow: hidden; clip: rect(0 0 0 0); height: 1px; width: 1px; margin: -1px; padding: 0; border: 0; } .featured-image{ position: absolute; overflow: hidden; clip: rect(0 0 0 0); height: 1px; width: 1px; margin: -1px; padding: 0; border: 0; } Tue, 11 Jun 2024 06:15:00 -0500 Patient Satisfaction /aha-center-health-innovation-market-scan/2024-05-28-survey-without-top-notch-consumer-experience-expect-patient-flight <div class="container"><div class="row"><div class="col-md-8"><p><img src="/sites/default/files/inline-images/Survey-Without-a-Top-Notch-Consumer-Experience-Expect-Patient-Flight.png" data-entity-uuid="5ed14256-5d7f-4270-9baf-5f594454677d" data-entity-type="file" alt="Survey: Without a Top-Notch Consumer Experience, Expect Patient Flight. A satisfaction meter made out of and arch of blocks with colored dot and facial expressions from sad to happy. The meter goes from dissatisfied/red on the left to satisfied/green on the right. The needle is pointing to satisfied/green to the right." width="100%" height="100%"></p><p>As hospitals and health systems hone their focus on improving the patient experience, they may want to take a harder look at navigation challenges their consumers may be facing.</p><p>About one in five consumers switched providers in the past year and nearly 90% said they did so because the organization was hard to do business with, notes a recent <a href="https://www.accenture.com/content/dam/accenture/final/accenture-com/document-2/Health-Provider-Loyalty-Accenture.pdf" target="_blank" title="Accenture: How can providers drive patient engagement and loyalty?">Accenture report</a>. Issues like a bad experience with the administrative staff or front desk, and digital/online service and support solutions failing to meet their needs fed into many respondents’ decisions to switch providers.</p><p>The survey, which is a follow-up study to a 2021 report, assessed patient loyalty to providers and friction points in relationships. Accenture surveyed 8,000 U.S. adults who had sought or received care in the past 12 months to understand how health care providers perform across 10 key consumer touchpoints and key drivers of provider selection and switching behaviors.</p><p><img src="/sites/default/files/inline-images/Most-impactful-touchpoints-for-trust.png" data-entity-uuid="60c7cab6-ac44-42cd-b9b2-a823dfc9a3a2" data-entity-type="file" alt="Most impactful touchpoints for trust. Patient satisfaction across touchpoints impacts perceived experience and ability to trust and promote an organization. Received Services: 4.6x; Those who were satisfied with the services they received are 4.6 times more likely to trust their providers. Find a Provider: 4.0x; Those who were satisfied with finding a provider are 4 times more likely to trust their providers. Diagnostic Testing: 3.8x; Those who were satisfied with diagnostic testing are 3.8 times more likely to trust their providers. Decide Treatment: 3.7x; Those who were satisfied with deciding on treatment were 3.7 times more likely to trust their providers. Source: Accenture, 2024." width="100%" height="100%"></p><p>Other key factors that led respondents to change providers included:</p><ul><li><span><strong>Clinical experience/expertise (44%).</strong></span> Reasons cited include a bad experience with a physician or member of the care team and found someone with more expertise for my clinical needs.</li><li><span><strong>Access (13%).</strong> </span>Common reasons cited include inconvenient appointment hours, inability to get an appointment quickly and locations were not convenient in proximity to where the respondents live or work.</li><li><span><strong>Value (10%).</strong></span> Respondents felt the cost of care was not a good value for the services they received.</li></ul><h2><span>4 Takeaways from the Survey</span></h2><h3><span>1</span> <span>|</span> Access may not be everything, but it’s close.</h3><p>Some 70% of consumers who switched providers cited access as a deciding factor when selecting a new provider. They want to be able to get appointments quickly, expect convenient locations and hours and they value digital tools that make navigation easier.</p><h4><span>Takeaway</span></h4><p>Patients have come to expect digital, mobile or social media interaction. They want to know their options for telehealth and virtual care appointments and want a direct connection to customer service.</p><h3><span>2</span> <span>| </span>Trust matters.</h3><p>More than half the respondents (53%) chose their new provider based on a recommendation or referral from a trusted primary care physician, specialist or friend.</p><h4><span>Takeaway</span></h4><p>Be proactive in how you engage patients in communications. Done well, promotions, marketing tools and advertising can help build trust in the community.</p><h3><span>3</span> <span>|</span> Take it easy.</h3><p>People who find that their providers are easy to work with are 84% more likely to stay with those providers than providers who aren’t.</p><h4><span>Takeaway</span></h4><p>Involving patients in your consumer experience improvement efforts can yield powerful insights to help your team prioritize areas that need to be addressed.</p><h3><span>4</span> <span>|</span> Highly digital people are the most likely to be loyal.</h3><p>The data found that these people also are most likely to find their providers easy to work with and trust them.</p><h4><span>Takeaway</span></h4><p>People in this group make digital access part of all areas of their life and are likely to have a digital-first approach to engagement — only falling back on traditional channels when digital methods fail or are unavailable. They can be a tough group to satisfy, but when you meet their expectations, they will stay and trust your organization.</p></div><div class="col-md-4"><p><a href="/center" title="Visit the AHA Center for Health Innovation landing page."><img src="/sites/default/files/inline-images/logo-aha-innovation-center-color-sm.jpg" data-entity-uuid="7ade6b12-de98-4d0b-965f-a7c99d9463c5" alt="AHA Center for Health Innovation logo" width="721" height="130" data-entity- type="file" class="align-center"></a></p><p><a href="/center/form/innovation-subscription"><img src="/sites/default/files/2019-04/Market_Scan_Call_Out_360x300.png" data-entity-uuid data-entity-type alt width="360" height="300"></a></p></div></div></div>.field_featured_image { position: absolute; overflow: hidden; clip: rect(0 0 0 0); height: 1px; width: 1px; margin: -1px; padding: 0; border: 0; } .featured-image{ position: absolute; overflow: hidden; clip: rect(0 0 0 0); height: 1px; width: 1px; margin: -1px; padding: 0; border: 0; } Tue, 28 May 2024 06:00:00 -0500 Patient Satisfaction