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Dan Hinmon, MCSMN Director
@DanHinmon

Posts: 2322
Joined: Apr 13, 2011

Why This Health System Offers Refunds to Dissatisfied Patients

Posted by @DanHinmon, Nov 17, 2016

In November 2015 Geisinger Health System launched its ProvenExperience program – a wide-ranging cultural and process reengineering initiative whose long-term goal is not just to assure the best customer experience in healthcare, but to offer the best customer experience of any industry. At the center of the program lies a “no questions asked” refund policy for patients’ financial responsibility.

This article explains the reasoning behind the decision – improved patient care – and shares experiences.

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