Here are five of the best practices for patient financial communications in all settings, issued by HFMA:
1. Provider organization should include the perspective of a patient when developing standard language used in patient financial discussions.
2. In all patient financial discussions, patient privacy should be respected and conversations should occur in a location and manner that are sensitive to the patient’s needs.
3. Where appropriate, provider organizations should utilize face-to-face discussions to facilitate one-time resolution.
4. Communication should include verification of patient information and the patients’ preferred methods for future communication.
5. Providers should have a toll-free number that is widely publicized that patients can call to receive assistance in financial matters and concerns they may have.
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