Achieving greater value for veterans through full cost transparency in primary care

Area of Science:

• Healthcare management
• Health economics
• Patient-centered care

Background:

• The COVID-19 pandemic accelerated the adoption of virtual healthcare modalities, altering patient cost structures.
• Traditional face-to-face visits differ from virtual encounters in terms of cost-sharing, travel, and time expenses for patients.
• Transparency in healthcare costs is crucial for patients to derive maximum value from primary care.

Observation:

• A 12-week pilot project at VA Ann Arbor Healthcare System assessed the feasibility and acceptability of personalized cost estimates.
• Personalized estimates of out-of-pocket, travel, and time costs were made available to patients and clinicians before and during visits.
• The study focused on the period when Veterans Affairs (VA) copayments were temporarily waived.

Findings:

• Generating and delivering personalized cost estimates in advance of healthcare visits was feasible.
• Patients found the personalized cost information acceptable and helpful when used during clinician visits.
• Patients indicated a desire to receive such cost information again in the future.

Implications:

• Transparent cost information can empower patients to make informed decisions, enhancing the value of healthcare encounters.
• Healthcare systems should continue developing methods to provide transparent cost data and patient support.
• Minimizing financial toxicity and maximizing access, convenience, and return on healthcare spending are key goals.