PHILADELPHIA, PA — A new survey by payments platform Onbe found that most patients prefer digital refunds from healthcare providers, citing faster delivery and improved satisfaction.
The Spring 2026 Patient Refund Survey found that 83 percent of respondents said faster digital payments would improve their satisfaction with a provider, while 79 percent said digital refunds would increase their confidence in that provider.
The survey also found that 78 percent of respondents would be more likely to seek a new provider after a poor payment experience.
According to the report, nearly 70 percent of respondents said they had experienced a delayed, lost, or incorrect refund.
Despite that, more than half of patient refunds are still issued by paper check, which respondents described as slow and inconvenient.
The survey found that 81 percent of patients said making and receiving payments digitally would improve their overall experience.
Two-thirds of respondents said they had received a refund check without understanding why it was issued.
Among the most common concerns, 41 percent cited slow delivery times, while 23 percent said they lacked options for how refunds were issued.
“Patients today expect the same digital convenience in healthcare that they experience in every other part of their lives,” said Tracy Monson, vice president of segment management at Onbe.
Monson said paper-based refunds can increase costs and operational challenges for providers.
The survey was conducted in February 2026 and included 564 respondents across the United States, according to the company.
Onbe said the findings highlight growing pressure on healthcare organizations to modernize financial interactions as part of the broader patient experience.
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