{"id":49239,"date":"2021-09-21T04:00:31","date_gmt":"2021-09-21T11:00:31","guid":{"rendered":"\/us\/en\/blog\/?p=49239"},"modified":"2025-11-21T13:04:32","modified_gmt":"2025-11-21T21:04:32","slug":"7-takeaways-from-health-care-insights-survey-for-providers","status":"publish","type":"post","link":"\/us\/en\/blog\/7-takeaways-from-health-care-insights-survey-for-providers\/","title":{"rendered":"7 takeaways from Health Care Insights Survey for providers"},"content":{"rendered":"<p><b>Highlights:<\/b><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">The CVS Health Care Insights Survey revealed patients\u2019 knowledge gap regarding healthcare costs and insurance coverage<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Providers have the duty to fill those knowledge gaps<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">A unified communications platform makes it easier to share information with patients<\/span><\/li>\n<\/ul>\n<hr \/>\n<p><span style=\"font-weight: 400;\">CVS recently released its<\/span><a href=\"https:\/\/www.cvshealth.com\/news\/insights-innovations\/health-care-insights-study\/health-care-insights-study-2021.html\"><span style=\"font-weight: 400;\"> 2021 Health Care Insights Survey<\/span><\/a><span style=\"font-weight: 400;\">, in which it details what providers can learn from consumer insights about their healthcare journeys. There were some interesting takeaways regarding the cost of healthcare in the US, as well as patients\u2019 understanding (or lack thereof) of their insurance.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\t\t\t<\/p>\n<div class=\"rc-bottom-cta rc-bottom-cta__portrait\" style=\"background-color:#FF8800;flex-direction: row-reverse;\">\n<div class=\"bottom-cta-img\">\n\t\t\t\t\t<img decoding=\"async\" width=\"670\" height=\"856\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2021\/09\/patient-education-provider-tips.png\" class=\"responsive-image\" alt=\"4 PROVIDER TIPS ...\" \/>\t\t\t\t<\/div>\n<div class=\"bottom-cta-copy\">\n<div class=\"rc-bottom-cta__text\" style=\"color:ffffff;\">\n<h3\n\t\t\t\t\t\t\t\tclass=\"rc-bottom-cta__title headline-copy\"\n\t\t\t\t\t\t\t\tstyle=\"\"\n\t\t\t\t\t\t><\/span><b>4 PROVIDER TIPS FOR PATIENT EDUCATION<\/b><\/p>\n<p><span style=\"font-weight: 400;\">This free downloadable guide offers healthcare providers tips to educate their patients using healthcare communication tools.<\/h3>\n<\/p><\/div>\n<div class=\"rc-bottom-cta__btn-wrapper\" style=\"\">\n\t\t\t\t\t\t<a\n\t\t\t\t\t\t\t\tclass=\"btn btn-primary btn-lg rc-bottom-cta__link\"\n\t\t\t\t\t\t\t\ttitle=\"Get guide now\"\n\t\t\t\t\t\t\t\thref=\"https:\/\/netstorage.ringcentral.com\/documents\/provider_tips_patient_education.pdf\"\n\t\t\t\t\t\t\t\tdata-dl-name=\"Get guide now\"\n\t\t\t\t\t\t\t\tdata-dl-element=\"button\"\n\t\t\t\t\t\t\t\tdata-dl-additional-info=\"bottom cta banner\"\n\t\t\t\t\t\t\t\tdata-no-auto-dl=\"true\"\n\t\t\t\t\t\t\t\tstyle=\"\"\n\t\t\t\t\t\t\t\tonmouseover=\"\"\n\t\t\t\t\t\t\t\tonmouseout=\"this.style.backgroundColor='';this.style.borderColor='';this.style.color='';\"\n\t\t\t\t\t\t>Get guide now<\/a>\n\t\t\t\t\t<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<p>\t<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Which takeaways should be of greatest interest to providers regarding patients\u2019 comprehension of their insurance? Why should providers care?<\/span><\/p>\n<h3><b>Takeaways about healthcare affordability<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">There are some interesting (and saddening) takeaways about patients\u2019 perceptions of healthcare affordability:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Forty-two percent of patients haven\u2019t visited a doctor when they had a minor illness or injury because of the cost<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Fifty percent of 18-34 year-olds haven\u2019t visited a doctor because of the cost<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Thirty-one percent of patients don\u2019t have a primary care physician due to cost (the good news is that this number has dropped from 45 percent reported in 2020)<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Two-thirds of patients expressed moderate to high concern over their ability to afford treatment for severe or rare illnesses<\/span><\/li>\n<\/ul>\n<h3><b>How familiar are patients with how to pay for medical care?<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">The other set of takeaways that are equally (if not more) concerning have to do with patients\u2019 knowledge of paying for medical care. Here are some statistics from the CVS report:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">A quarter of respondents had low to no familiarity with how to pay for out-of-pocket costs they incur as a result of medical care<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Twenty-three percent said they couldn\u2019t understand how to interpret their healthcare plans when it comes to out-of-pocket costs<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">While 59 percent of consumers reported their primary care physicians do a very good or excellent job helping patients understand the costs of care, 61 percent noted their healthcare providers haven\u2019t asked them about the affordability of healthcare or discussed available resources to assist with these costs<\/span><\/li>\n<\/ul>\n<h2><b>Why should healthcare providers care about patients\u2019 understanding of healthcare and insurance costs?<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Healthcare providers can make the argument that it\u2019s the payers\u2019 job to ensure the patient understands what their plan covers. After all, payers are the ones who are insuring these patients.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">However, it\u2019s a healthcare provider\u2019s duty to ensure the patient has the appropriate level of health literacy.<\/span> <a href=\"https:\/\/www.cdc.gov\/health-literacy\/index.html\"><span style=\"font-weight: 400;\">Health literacy<\/span><\/a><span style=\"font-weight: 400;\"> is the degree to which an individual can find, understand, and use information and services to inform decisions and actions regarding healthcare for themselves and others.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Low health literacy, especially regarding health insurance coverage, can lead to negative effects for providers:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Patients won\u2019t come for follow-up appointments<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Patients might find another provider who will explain health insurance coverage to them<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Patients will put off receiving care until it\u2019s either an emergency or they succumb to their illness or injury<\/span><\/li>\n<\/ul>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-49240\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2021\/09\/healthcare-survey.png\" alt=\"RingCentral for healthcare\" width=\"930\" height=\"620\" \/><\/p>\n<h3><b>What can healthcare providers do to help patients understand healthcare costs and insurance coverage?<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Providers can take action to help patients understand healthcare costs and insurance coverage. Fortunately for them, technology is available to help them so the burden is lower for them and their staff.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">What kind of technology can providers leverage to assist their patients? Healthcare communication tools make it easier for providers and their staff to share information. Specifically, unified communications platforms offer a number of benefits.<\/span><\/p>\n<p><a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/what-is-ucaas\/\"><span style=\"font-weight: 400;\">Unified communications platforms<\/span><\/a><span style=\"font-weight: 400;\"> are a set of communication tools in a single platform, including:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Telephony<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Video conference<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Chat<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">File sharing<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Screen sharing<\/span><\/li>\n<\/ul>\n<h2><b>Leveraging unified communications platforms to educate patients<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Here\u2019s how providers can leverage unified communications platforms to educate patients about healthcare costs and insurance:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Creating a dedicated hotline to help patients<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Giving patients flexible communication options to reach out to providers<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Offering self-service options to patients to find information on their own<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Automating communications<\/span><\/li>\n<\/ul>\n<h3><b>Creating a dedicated hotline to help patients<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Unified communications platforms can be utilized to create a <a href=\"https:\/\/www.ringcentral.com\/contact-center.html\">contact center<\/a> within your office. You can set up a dedicated hotline to address patient concerns regarding health insurance. With a dedicated hotline, your patients have a \u201csafe\u201d place to turn to where they can find information about their healthcare insurance and costs.<\/span><\/p>\n<h3><b>Giving patients flexible communication options to reach out to providers<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Another benefit of unified communications is that they offer flexible communications to patients\u2014telephony, video conference, and chat. In a multi-channel world,<\/span> <a href=\"https:\/\/www.broadridge.com\/_assets\/pdf\/broadridge-cx-and-communications-survey-for-healthcare-infographic-april-2020.pdf\"><span style=\"font-weight: 400;\">40 percent of patients<\/span><\/a><span style=\"font-weight: 400;\"> expect providers to offer a variety of digital communications.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">With unified communications, patients can reach out to providers through the channel of their choice to receive the information they need about healthcare costs and insurance.<\/span><\/p>\n<h3><b>Offering self-service options to patients to find information on their own<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Forrester analysts report that<\/span> <a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/top-8-channels-for-payer-member-communication\/\"><span style=\"font-weight: 400;\">customers would rather use a knowledge base<\/span><\/a><span style=\"font-weight: 400;\"> than talk to a human being. Unified communications platforms allow providers to set up a knowledge base so that patients can find information about healthcare costs and insurance on their own.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">For patients who are tech-savvy but may lack health literacy skills, a knowledge base can be a low-pressure, welcoming way to find information on the subjects they need.<\/span><\/p>\n<h3><b>Automating communications<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">To show how unified communications platforms automate communications, we\u2019ll illustrate with an example. James goes to the doctor to discuss the results of a routine blood test. It turns out his white blood cell count is elevated, and the doctor wants to do more tests.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This news alarms James, and he\u2019s not in the right frame of mind to think about healthcare costs or insurance coverage after he leaves the office. However, he starts thinking about it when he gets home. To help James understand his costs, the provider sends an automated text message after the appointment with a link to more information about the next steps (including what it will cost him). James feels more confident about the process and the costs as a result.<\/span><\/p>\n<h2><b>Improve healthcare communications with RingCentral\u2019s unified communications platform<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">RingCentral\u2019s communications platform offers flexible communications options, self-service options, and automated communications to connect with and educate patients. To learn more,<\/span> <a href=\"https:\/\/www.ringcentral.com\/office\/industry-solutions\/healthcare-providers.html#SFForm\"><span style=\"font-weight: 400;\">get a demo<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Highlights: The CVS Health Care Insights Survey revealed patients\u2019 knowledge gap regarding healthcare costs and insurance coverage Providers have the duty to fill those knowledge gaps A unified communications platform makes it easier to share information with patients CVS recently released its 2021 Health Care Insights Survey, in which it details what providers can learn &#8230;<\/p>\n","protected":false},"author":292,"featured_media":49242,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[18674,33837],"tags":[1682,41792],"class_list":["post-49239","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-healthcare","category-telehealth","tag-healthcare","tag-united-communications-platform"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>7 takeaways from Health Care Insights Survey for providers | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"Research reveals many patients don\u2019t understand healthcare costs or insurance coverage; 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