A healthcare provider’s payment system can directly influence patient satisfaction and loyalty. Here’s why, according to new research.

Catalyzed by post-pandemic shifts across the healthcare industry, providers have worked to innovate their payment systems. Consumers interact with these systems whenever they make a payment at a doctor’s office, hospital or for any healthcare service not covered by insurance. Are healthcare payment options meeting patient expectations?

To learn more about evolving payment preferences in healthcare, American Express and Forbes Insights asked consumers to evaluate their experiences making healthcare payments over the past six months.

Here are five key findings:

1. Having Choice of Payment Method is Important

87% of consumers said it’s important for their healthcare provider to offer their preferred payment method, and 24% said they would consider switching to a different healthcare provider if they couldn’t pay with their preferred payment method.

2. The Majority Prefer to Pay by Credit Card...

54% of consumers prefer to pay for healthcare expenses by credit card, the most popular option by far.

3. ...And They Are Likely To Become Frustrated When They Can't

48% of consumers said they feel frustrated when credit card payment options are not offered, when paying healthcare expenses.

4. Offering Digital Methods May Improve Consumer Satisfaction

33% of consumers experience frustration when modern payment solutions are not offered, indicating they would like the option to pay using a digital wallet or mobile payment system.

5. Digital Reminders Are Most Popular But Some Consumers Prefer Paper

68% of consumers prefer an email notification when their healthcare payment is due, and 54% would like a text notification. Nearly half would still like a mailed statement.

What The Data Tells Us

The survey shows that consumers want convenience, and they expect choice when making a healthcare payment. When they have a choice, the majority prefer to pay with a credit card.