Explaining the cost of treatment, consultant or procedures with patients can be daunting for consultants. We break down how best to discuss payments with patients.
Patients that are self-funding their treatment will want to know about the costs of consultations and procedures in out-patient clinics, and it’s natural for them to want clarity. But many consultants can feel uncomfortable discussing money during a clinical consultation.
How to discuss fees with patients
- Acknowledge the question
You can say something like: “That’s a really important question and I want to make sure you get the correct information.” - Redirect to the appropriate person
Let the patient know that you don’t handle billing directly. Explain that your medical secretary can provide accurate details about costs and payment options. - Keep the consultation clinical
Let the patient know that your role in the consultation is to focus on diagnosis, treatment options and their care. This maintains professionalism and avoids blurring financial and medical boundaries. - Follow up with signposting
Give the patient the contact details for your private secretary before they leave or ask your secretary to get in touch with them directly after the clinic. - Pre-empt the question
Let them know they will receive fee information from your medical secretary following the consultation.
What to tell your patient
A suggested phrase could be:
“I don’t have the exact details of costs, but my secretary will be able to provide that information following this consultation. I’ll ask them to contact you, or you’re welcome to reach out to them directly.”
Key principles
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Never feel pressured to provide financial details that you don’t know.
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Always redirect financial discussions outside the consultation.
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Ensure the patient leaves with a clear route to get the information they need.
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Maintain your role as a clinician, focusing on medical care and patient wellbeing.
MedMin provide a comprehensive invoicing and fee collection service so financial queries can be directed back to the office where they can be dealt with promptly.
When you don’t know the cost
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“I don’t have the specific details of costs, but my secretary can provide that for you.”
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“I’ll ask my secretary to contact you with the exact figures after this appointment.”
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“I focus on the medical side, but my secretary will be able to give you accurate information about fees.”
One-liners for when you do not feel comfortable discussing money in clinic
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“I prefer to keep our consultation focused on your care, so my secretary will handle the financial aspects with you.”
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“It’s best that you have the most up-to-date information, which my secretary will provide.”
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“To make sure you get accurate advice, I’ll connect you with my private secretary after this appointment.”
One-liners for reassuring the patient
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“I’ll make sure my secretary gets in touch with you as soon as possible, so you have everything you need.”
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“Please get in touch with my secretary in a day or two so that we can get you up to date with accurate costs.”
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“We’ll give you the right information outside of clinic, so you can take time to consider your options.”
Talking about private healthcare fees with patients doesn’t need to be difficult, especially if you’re clear about the distinction between fee discussions or collection and your medical care from the outset. If you choose Medmin for your total practice management, your medical secretary will take part of all fee enquiries and collection – allowing you to focus on providing the best patient care.