All PlansAdministrativeLow impact
Improve office visit effectiveness: Help patients understand what to expect
Cigna·General
Effective date
Apr 1, 2024
We identified it
Jun 19, 2026
Summary
Cigna Healthcare has issued guidelines to help healthcare practices improve office visit effectiveness by establishing clear patient expectations before, during, and after appointments. This administrative guidance aims to reduce patient phone calls and improve visit productivity through better communication protocols.
Action Required
By April 1, 2024: Front desk staff should implement patient communication protocols to inform patients about visit expectations when scheduling appointments. Update appointment reminder scripts, emails, or letters to include pre-visit instructions, what to bring, and what to expect during the visit. Consider adding preventive care billing disclaimers to patient communications.