customer story

Trinity Health – Growing Patient Loyalty by Offering Affordable Financing

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Trinity Health System is one of the largest multi-institutional Catholic healthcare delivery systems, encompassing 94 hospitals, 107 continuing-care locations, and 133,000 colleagues — including 7,500 employed physicians and clinicians in 22 states.

Since forming in May 2013, when Trinity Health and Catholic Health East officially came together to strengthen their shared mission, Trinity has sought to help every patient lead their healthiest life through affordable access to needed care.

the problem

Rising out-of-pocket expenses and high deductible health plans (HDHPs), with annual deductibles as high as $6,550 for individuals and $13,100 for families, are impacting patients everywhere, regardless of their location or financial situation. Alarmed by these trends, Trinity launched a search for a patient financing program with the following goals:

  • Improve the patient experience by offering an affordable method to pay out-of-pocket medical expenses over an extended period of time
  • Accelerate cash flow through immediate funding of patient accounts
  • Offering a 12-month / 0% interest payment plan to build patient loyalty

the solution

In 2013, Trinity partnered with AccessOne to streamline and accelerate patient access to financing by:

  • Creating standardized scripting to discuss the advantages of the financing program
  • Allowing payments to be adjusted when unforeseeable financial issues arise
  • Improve patient satisfaction survey results and grow patient loyalty

The need for accessible patient financing is still as prevalent today as it was when Trinity Health first began its search. According to research from the Economic Well-Being of U.S. Households, 40% of Americans can’t cover a $400 emergency expense.

“As patients’ out-of-pocket costs increase, it was important to find a resolution that helped us manage their costs while not financially burdening our organization. AccessOne met that need perfectly! Our staff can now focus on other areas and our patients can make reasonable monthly payments.”
– Steve Early, Director of Central Operations

the result

Together, Trinity and AccessOne are ensuring patients get the care they need, when they need it, regardless of financial circumstance: In fact, all patients qualify for the program with no credit reporting or negative outcomes.

In 2017, Trinity Health’s patient financing program recognized strong results. AccessOne’s program helped 37,651 households manage their out-of-pocket medical expenses. Today, the average patient balance is $790.94, and the average term length is 25 months, marking a significant improvement over previous years. The program funded nearly $57 million in loans, and 97% agreed that having AccessOne made them more likely to use their healthcare provider for future healthcare needs.

Through this partnership, patients can achieve better health without breaking the household budget.