AZ Alma achieves 86% digital invoicing adoption in four months with POM

The results are evident across three key areas. The billing team processes invoices more efficiently, the finance department has continuous visibility into payment status, and patients retain full freedom to choose their preferred communication channel. As a result, AZ Alma has successfully combined operational efficiency, greater financial control, and high-quality patient communication.

A paper-based billing process created additional work every month

AZ Alma sends an average of 25,000 invoices each month to both outpatients and inpatients. Until December 2025, the entire process was paper-based and handled through an external print provider. The billing department prepared the invoice files, the print partner produced and mailed the letters, and from that point onward the hospital had little visibility into what happened next.

In practice, this created a steady stream of interruptions. Address changes submitted shortly after invoices were sent required urgent corrections. Letters occasionally went missing in the postal system. International patients and other exceptions had to be invoiced manually by email. Most importantly, the billing department had no direct insight into the invoice lifecycle once it left the printer.

At the same time, AZ Alma had set broader sustainability objectives aimed at reducing internal printing. Introducing a digital delivery channel aligned perfectly with those ambitions, provided patients could continue choosing how they wished to receive their invoices.

"We process around 25,000 invoices every month. At that scale, small manual tasks quickly add up - a changed address, a letter that doesn't arrive, or an exception that has to be invoiced manually. We wanted full visibility into what happens after an invoice leaves our department."

Veronique Ghekiere - Head of Billing, AZ Alma

Invoices arrive directly in the patient's inbox, complete with a payment button and QR code

Employees from several departments across AZ Alma worked together to evaluate the available market solutions and assess their impact on the organisation. The hospital also consulted other healthcare providers already using POM. Based on these findings, a business case was prepared and presented to the executive management team.

Two factors ultimately determined the choice of POM. The first was its strong price-to-value ratio. The second (and decisive) factor was the way POM delivers invoices to patients.

With POM, patients receive their payment request directly in their own inbox. From the email, they can either pay immediately using the payment button or securely view their invoice first. Every invoice also includes a QR code, allowing patients to complete their payment quickly and easily. No account registration is required, ensuring the relationship between patient and hospital remains entirely with AZ Alma.

"The ease of payment for patients was the deciding factor. Patients receive the payment request directly in their inbox, can easily review their invoice, and pay online immediately without having to create an account first. That approach perfectly matched how we want to serve our patients."

Emile Vermeire - Nomenclature Expert, AZ Alma

A dedicated project manager and on-site support during go-live

Together with POM, AZ Alma redesigned its invoice templates and implemented a fully multi-channel billing process. Its existing print partner, Symeta Hybrid, remained responsible for paper invoices, now managed through the POM platform. Throughout the implementation, AZ Alma worked with a single dedicated POM project manager.

The collaboration was smooth from start to finish. The POM team responded quickly to questions and actively considered the hospital's operational requirements. On the day of the go-live in December 2025, POM's team was present on-site to closely support the transition.

"We always felt there was someone we could turn to with our questions. Having one dedicated project manager throughout the project - including on the day we went live - made a real difference and gave us confidence during the transition."

Emile Vermeire - Nomenclature Expert, AZ Alma

Digital adoption increased from 66.7% at go-live to 86% after four months

Together with POM, AZ Alma had set an objective of achieving at least 50% digital adoption after one year. That target was already surpassed before the platform went live, thanks to an intensive campaign to collect patients' email addresses and communicate the upcoming change internally and externally.

When the solution officially launched in December 2025, digital adoption had already reached 66.7%. By April 2026 - just four months later - it had increased to 86%.

• Digital adoption target (after one year): 50%
• Digital adoption at go-live (December 2025): 66.7%‍
• Digital adoption after four months (April 2026): 86%

"Our shared goal with POM was to reach 50% digital adoption after one year. By the time we went live in December, we were already at 66.7%. Four months later, we had reached 86%. Our patient population proved to be more than ready for this transition."

Emile Vermeire - Nomenclature Expert, AZ Alma

Real-time payment visibility for finance and fewer interruptions for the billing team

Every department involved has experienced the benefits in its own way. The billing team now works with far fewer interruptions. When a patient calls to ask whether a payment has been received, staff can answer immediately. There is no longer any need to contact the finance department, as payment statuses are visible directly within the POM platform.

For the finance team, this provides continuous visibility into incoming payments while significantly reducing ad hoc requests from the billing department. The hospital has gained greater control over the entire collection process, while patients who prefer paper invoices continue to be fully supported.

"The financial benefits for the hospital are tangible, while our patient communication remains at the high standard we want to maintain. From a financial perspective, this was a very logical step for us."

Jelrik Borms - Head of Finance, AZ Alma

"My team can now see payment statuses directly in the platform. When a patient calls about an invoice, we can provide an immediate answer without having to check with the finance department first. That saves several minutes on every call."

Veronique Ghekiere - Head of Billing, AZ Alma

Digital by default, with paper available for those who prefer it

Patient choice was a core design principle throughout the project. Patients who prefer to receive paper invoices can continue to do so. AZ Alma records their preference, after which the POM platform automatically instructs Symeta Hybrid to print and mail paper invoices for those patients.

In practice, only a very small number of patients choose this option. More than 99% consent to receiving their invoices by email, and the hospital has received only around one hundred requests to continue receiving paper invoices.

Continuing the digital transformation of patient billing

Now that its multi-channel billing process is fully operational, AZ Alma is looking ahead to the next phase of digitalisation. Together with POM, the hospital continues to expand and optimise its billing processes.

POM remains the foundation of both the invoice delivery and payment journey, providing the flexibility to introduce further digital improvements at a pace that aligns with the hospital's internal processes.

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About AZ Alma‍

‍AZ Alma is a modern regional hospital with 171 physicians, 1,430 employees, and more than 150 volunteers, all committed to delivering care under the motto "Care with a Heart."

• ‍Sector: General Hospital‍
• Location: Eeklo, East Flanders, Belgium‍
• Live with POM since: December 2025‍
• Volume: Approximately 25,000 patient invoices per month‍
• Solution: Multi-channel invoice delivery, QR payment codes, email consent management