The prompt collection of fees is crucial to maintaining cash flow and keeping the practice operational. All members of the dental team are responsible for ensuring that patients are fully informed about the fees that they are likely to pay and when those payments will be due.
This policy describes the practice procedure for advising patients of the fees payable for their dental care and for collecting payments.
Information on fees
We are committed to ensuring that patients are given sufficient information about the costs associated with their care to allow them to make informed decisions. Where changes to treatment are agreed with a patient, we ensure that any cost implications are explained.
An indicative price list of treatments available at the practice is displayed in the waiting room and published on the practice website.
All new patients and patients who are returning to the practice are given information on patient charges and an indicative price list via the practice information leaflet. The practice information leaflet describes how patients can pay for their care.
Estimates and bills
Before any treatment is undertaken, the treatment options and associated costs are explained in full to the patient in a way that the patient understands. The patient is allowed time to consider the information provided and to ask questions.
A written treatment plan and estimate of the costs are provided for all dental treatment. Details of any fees incurred and payments made are recorded in the patient’s clinical records and checked at each visit. Payments that remain outstanding are also recorded.
Payments
The practice offers patients a range of payment options, including payment by cash and credit/debit card. Credit/debit card payments are processed by Tyl NatWest (merchant card processing provider).
Notices explaining this are displayed in the waiting room and reception. Patients are informed of the charge before any payment by credit/debit card is taken.
Our normal policy is to request the patient to pay in full for their treatment before starting the treatment. Patients are reminded about our payment policy when they make an appointment.
Fee paying NHS patients will be asked to pay a fail-to-attend or short cancellation fee if they miss an appointment or did not provide 24 hours’ notice of cancellation. No further appointments will be given until this is paid in full.
Whenever a payment is taken, the patient must be given a dated receipt.
NHS patients will be charged in accordance with the NHS dental charges regulations. Exempt patients must sign NHS forms and provide evidence that they are exempt.
Outstanding payments
A regular check of the treatments provided against the payments received is undertaken by any member of reception or associate dentist, and reminders sent to patients who have missed payments.
If no payment is received within 1 working day a reminder will be sent inviting the patient to contact the practice regarding payment options.
If, following the second reminder, no payment is received, a final reminder letter will be sent and the patient advised that further failure to make a payment may result in the practice instructing a debt collection agency or taking legal proceedings. Details of the agency will be provided to ensure that the patient knows who may contact them at a later date.
If, following the final reminder, no payment is received, Jose M. Gomez Gavilan (the practice owner) will consider how to progress the matter. Action may include the engagement of a reputable debt collection agency or formal legal action.
The patient will be informed that, for the purposes of collecting the debt, their details may be passed to a third party.
