Patient cost-cutting shifts focus to tech and healthcare payments, says CommBank Health executive
A significant number of Australians are postponing healthcare appointments due to cost concerns, according to new CommBank Health research.
The study found that 71% of Australian patients have delayed or cancelled medical appointments in the past year, while 28% of patients are deferring routine check-ups and specialist consultations recommended by general practitioners.
According to the report, the trend is most noticeable among Generation X – those aged 44 to 59 – where 40% are particularly mindful of healthcare costs.
CommBank Health chief executive Albert Naffah (pictured right) commented on the report findings, noting the growing trend towards healthier lifestyles as a preventive measure, with 39% of respondents adopting better health habits to minimize the need for medical consultations. Again, this approach is most common among Generation X, with 43% taking proactive steps towards health.
The Patient Experience Insights report, which surveyed over 1,100 healthcare patients, also shed light on the financial difficulties faced by patients, including “bill shock” from unexpected healthcare costs and complications with insurance claims as approximately 65% of those surveyed encountered issues with payments and claims and one in three experienced unexpected charges and out-of-pocket expenses. Confusion over Medicare rebates and delays in insurance reimbursements also affected about 20% of patients.
These challenges have led to a strong preference for on-the-spot claims processing, with 78% of patients seeking more certainty and a smoother experience from healthcare providers.
“Affordability concerns and cost-cutting among patients are bringing technology and healthcare payments into greater focus with opportunities for providers to adapt to changing patient preferences,” Naffah said.
“Today, two-thirds of Australians say that technology enhances their healthcare experience. That broad endorsement by patients extends to technology that makes it simpler to find and book appointments, communicate with providers, and instantly process gap payments and insurance claims. These features are no longer nice-to-have but an expectation among most patients.
“Among healthcare providers leading the adoption of digital solutions, we’re seeing new applications of existing technology, such as SMS to manage appointments, as well as testing of emerging technology, including artificial intelligence where appropriate, to respond to patients’ needs.”
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