This week we heard from Suraj, who contacted us seeking advice about his private treatment plan. Suraj, who is covered by a medical insurance scheme where his private provider pays 70% of medical costs and he pays 30%, was surprised to receive an invoice from a private hospital following treatment. Suraj was invoiced £1,400 for a blood test that would have been free of charge on the NHS. Suraj was unhappy with the charge and contacted our helpline to find out whether he was entitled to make a complaint.
Our helpline adviser informed Suraj that any charge levied by a private healthcare provider is at their discretion. Our adviser also said that, as the private healthcare sector is a marketplace, we advise patients to consider the likely cost of tests, procedures and treatments ahead of their decision to go with a private provider.
We advised Suraj to raise his concerns about the charge informally in the first instance with the hospital. Our adviser checked the Independent Sector Complaints Adjudication Service (ISCAS) website, and found that the private hospital was a subscriber of the adjudication service. We signposted Suraj to ISCAS, and to their leaflet on making a complaint, which has been reviewed and supported by the Patients Association. We also directed Suraj to the complaints resources on our website, and recommended that he share his experiences with the Care Quality Commission.
We asked Suraj to keep us updated with developments and to get in touch if he required any more information. If you need health or care advice, call 0208 423 8999 between 9.30 and 5pm on weekdays, or email helpline@patients-association.com
*Name has been changed
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