What should a provider do to keep patients informed during the appeals process?

Informing patients about the status of the appeal is essential for maintaining transparency and trust during the appeals process. It helps patients understand how their case is progressing and what to expect in terms of outcomes and timelines. Regular updates can alleviate anxiety and prevent misunderstandings regarding the status of their claims.

While assuring patients that everything is fine may be well-intentioned, it lacks substance and may lead to mistrust if the outcome does not meet their expectations. Waiting until the appeal is resolved to inform patients can leave them feeling uninformed and anxious throughout the process. Delegating communication solely to the billing department may create a disconnect, as patients often prefer hearing updates from their healthcare provider who is directly involved in their care. Being proactive in communication not only helps patients feel valued but also enhances their overall experience with the healthcare system.