2021 Healthcare Consumer Experience Study

Medical bills are a mystery to most patients. They can cause anxiety, frustration, even anger. But this doesn’t have to be the case.

To make sense of the current state of healthcare billing, we went straight to the source, surveying over 1,500 U.S. adults. Our goal was to reveal their biggest pain points, and more importantly, find out what providers and payers can do to improve the healthcare experience.

The good news:

Patients offered very clear feedback on what helps them pay their bills on time and in full. For example, 93% of consumers say that the quality of their billing experience is an important factor in whether they’ll return to a provider. Our new research offers a treasure trove of useful data that can guide healthcare leaders as they look to grow.

Cedar’s new customer experience research includes:

  • Data on ways to increase patient satisfaction, retention and referrals 
  • Insight about bill transparency that would benefit consumers and healthcare providers
  • Guidance for better alignment between providers and payers
  • Recommendations from six industry experts about how to improve healthcare billing