Understanding financial toxicity in health care: voices of patients, hospitals and NGOs – empowering recovery through financial support

Purpose The purpose of this study is to analyze the concept of financial toxicity from the point of view of multiple stakeholders, including hospitals, patients and nongovernment organizations (NGOs) in the health-care sector. Taking the context of patients suffering from long-term traumatic injuries, the paper tries to understand how the finance function of health care needs to evolve, considering the increasing presence and impact of financial toxicity. Design/methodology/approach The study adopted a multi-perspective investigation drawing on the experiences of various stakeholders using three different studies. Seventy-seven semistructured interviews (24 patients, 27 finance managers from hospitals and 26 representatives from NGOs in health care) were conducted to understand the extent of financial toxicity, its impact and the roles that finance managers can play in the health-care sector. Findings The research found a lack of clarity among patients regarding the cost and duration of treatment. Hospital financial managers do not think themselves capable or responsible for educating the patients about various alternatives for financial assistance. After the insurance coverage is exhausted, NGOs help patients cover their treatment costs, support them in returning to the job market and continue educating their kids. Originality/value Through the multistakeholder approach, the authors provide unique insights into the role of hospitals and NGOs in helping patients cope with financial toxicity. Since the study explores financial toxicity in a noncancer, more prevalent health-care concern, i.e. traumatic injuries, the implications for patients and health-care professionals are widespread.