"Patients will behave in the way a Provider has trained them to behave." 

In the penultimate workshop of the Improving Patient Collections series with The Allegiance Group, COO & Presenter Anne Orrick made a statement that stopped me in my tracks. "Patients will behave in the way a Provider has trained them to behave."

The power behind that expression really hit me when she expanded further, explaining that where collections are inconsistent or staff is not marching in lock step on their company's collection policy, and moreover are not executing the policies well; the result will be inconsistent or unprioritized payment from your patients.

If you've not participated in the series up to now, and would like to catch the last session on dealing with "Patients that don't pay", sign up here.