“Geisinger’s Bold Move: Give Refunds to Dissatisfied (Surgery) Patients”

Details: Under Geisinger's ProvenExperience program, surgery patients can use a Geisinger-developed app to rate their experience using a sliding scale. Those who felt unfairly treated by office staff can use the app to determine the amount of their refund, from $1 to $2000, depending on their copay amount. Refunds are processed within three to five business days.

Read the full article to see how Geisinger President and CEO David T. Feinberg, MD, positions this move.

I'm imaging the marketing team's discussions: Should we market this? Do we really want everyone to know about it? Are we just going to attract a lot of deadbeat patients who ask for refunds? Maybe we shouldn't say anything...

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