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The most unexpected hospital billing development ever: Refunds
Washington Post

At Geisinger Health System in Pennsylvania, hospital officials want to keep their customers happy. So when patients are upset about a long wait in the emergency department, or a doctor’s brusque manner, or a meal that never arrived in a room, Geisinger is doing more than apologizing.

It’s offering money back on their care, no questions asked.

The hospital system is the first in the country to adopt what has long been a basic tenet of retail business: customer refunds. This focus on customer satisfaction is a relatively new concept for health care, in which doctors have typically called the shots. And it’s one that Geisinger’s staff questioned when president and chief executive David Feinberg came up with the refund idea last fall.

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