Getting paid for care.
WHAT MAKES IT DIFFICULT
Care is frequently provided before payment is agreed Patients may be unable to pay Schemes dispute and delay
WHAT TO ESTABLISH
Clear pricing, displayed where appropriate What is payable before care, and what after What payment methods are accepted
WHY CLARITY MATTERS
Disputes about cost are common and damaging.
WHAT TO COMMUNICATE BEFORE ELECTIVE PROCEDURES
The cost, and what it includes.
WHY BEFORE
Afterwards, the patient has no choice and resents the cost.
WHAT TO ESTABLISH ABOUT EMERGENCIES
What care is provided regardless of payment.
WHY
There are professional and ethical obligations that override commercial ones.
WHAT TO PUT IN POLICY
That obligation, so staff are not deciding under pressure.
WHAT TO TRACK
Amounts billed, collected and outstanding.
WHAT TO MEASURE
Collection rate.
WHY
It is frequently far below what practices assume.
WHAT TO DO ABOUT OUTSTANDING AMOUNTS
Address them promptly and respectfully.
WHAT TO AVOID
Withholding records as leverage Discussing debts where others can hear
WHY THAT FIRST POINT
It may breach professional obligations.
WHAT TO ESTABLISH
An arrangement process for patients unable to pay at once.
WHAT TO RECORD
Every bill, payment and arrangement.
WHAT TO REVIEW
Which services are most often unpaid.
