Healthcare Payments Pulse Survey 2026

Healthcare refunds are falling behind the rest of the digital patient experience—and patients are noticing. While providers have modernized areas like scheduling, telehealth, and bill pay, refunds often remain slow, manual, and confusing, with many still issued via paper check.

Onbe’s 2026 Patient Refund Survey highlights the growing gap between expectations and reality: most consumers prefer digital payments, yet many experience delays, lack of choice, and unclear communication when receiving refunds. These frustrations not only impact satisfaction but can drive patients to seek new providers.

• 81% of patients want to make and receive payments digitally
• 78% would consider switching providers after a poor payment experience
• Nearly 7 in 10 have experienced a delayed, lost, or incorrect refund

By modernizing refunds with faster, digital-first solutions that offer choice and transparency, healthcare organizations can reduce operational inefficiencies, lower risk, and turn a common pain point into a better patient experience.

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