Patients’ complaints about fees are on the up
By Douglas Shepherd
Issues over consultants’ fees are a continued increasing trend in the number of formal complaints being made by private patients.
According to the Independent Sector Complaints Adjudication Service (ISCAS) the rising dissatisfaction relates to a lack of transparency about what people will be charged for consultations, tests, investigations and/or surgery.
In a new report it is sending for dissemination to consultants at independent hospitals, clinics and other providers, it underlines the need to follow the existing ISCAS Position Statement on Fees.
It highlights these requirements to:
Provide patients with written information about the amount being charged, the associated method of payment prior to outpatient consultations and the commencement of the services;
Be transparent about the costs of any proposed care or treatment;
Explain to patients the reason for any proposed tests or investigations and provide details of any associated costs prior to them being carried out;
Advise patients to check the terms of any insurance policies, where relevant, to enable them to determine their level of cover regarding any proposed tests, investigations or procedures;
Where alternative treatments are available, but the appropriate treatment can only be decided during surgery, to provide a written estimate of costs setting out relevant options and associated fees.
Sally Taber
Director Sally Taber said: ‘Over recent years, there has been an increase in the number of complaints made about consultants, doctors and the medical care provided, which ISCAS analysed under seven separate headings that range from giving of consent to information about fees.
‘I want to ensure that the learnings are highlighted to all clinicians and thus help to improve patient satisfaction with their treatment.’
ISCAS said its Position Statement on Fees stated at 22.5 that ‘for tests or treatment given on the same day as the consultation, the information may be given orally rather than in writing’.
‘ISCAS seeks to remind consultants that in cases where this information has been given orally, full details of the discussion must be documented in the patient’s clinical records.’
The ISCAS Code covers complaints about doctors and other healthcare professional staff working in subscribing organisations, even if not directly employed by the organisation but have practising privileges.
Other issues identified in complaints about consultants, doctors or medical care include consent, managing expectations, information and advice about procedures, record-keeping and documentation, communication and apologies.
ISCAS said it hoped that following its guidance would lead to a downward trend or reversal in the number of complaints about consultants and their medical care.
A full report will appear in Independent Practitioner Today’s September issue.