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- McIndoe Surgical Centre
- Patient Journey
- General Patient Information
General Patient Information
Payment information
Who is responsible for the payment?
Whether insured or paying for your own treatment. responsibility for the settlement of the consultant's, anaesthetists and hospital charges always remains with the patient.
If insured, payment will be made by your insurance company following discharge. However, it is your responsibility to ensure that they approve payment in advance of admission. If you are in any doubt about the type or level of your cover, please contact them to ensure that your cover is valid for the treatment planned. In the event of any shortfall, the hospital will require settlement from you.
Personal items such as telephone charges, newspapers, alcoholic or soft drinks, visitors' refreshments and meals are not covered by health insurance or by any self pay scheme and you will be billed separately by the hospital for such miscellaneous items. These charges are payable or discharge.
What is an admission agreement?
A form, to be signed by you on admission, confirming that payment for your hospital treatment will be made either by yourself or your insurance company.
Insurance cover and exclusions
These depend on your level of cover and the insurance company that you are insured with. Your insurance company may exclude certain medical conditions, they may have a limit on the treatment your consultant has prescribed or on the reimbursement for accommodation or other services. We cannot emphasis enough the importance of contacting your insurance company before admission to check that you are adequately covered.
Your insurance company will also advise you if you need to complete one of their standard claim forms. If so, your consultant or in some cases your GP, must complete and sign this document giving details of your treatment. Without this signed form. your insurance company will not make payment to the hospital and you will be liable to settle the bill.
Please ensure your insurance claim form has been completed and returned to your insurer prior to your admission, and please keep a copy yourself as the details will be useful to the hospital on admission.
Some insurance companies no longer issue claim forms, and will pre-authorise treatment over the telephone confirming details in writing to you prior to your admission. Please bring this authorisation number with you to the hospital.
What is direct settlement?
This is an agreement that the hospital has with an insurance company to settle an account directly with the hospital. Some insurance companies also agree to settle directly with the consultant, or other provider of services, with the patient's permission.
The completed hospital account will be sent to the insurance company for payment. Your insurance company will formally notify you in writing that reimbursement is to be made.
A number of insurance companies now operate a direct settlement scheme for outpatient treatments. Please check with your own insurance company for advice. If this is not the case, payment will be required upon receipt of invoice.
Do I pay for take home drugs?
Most health insurance agreements do not cover take home drugs. and therefore you will be asked to pay for these separately on discharge. Once drugs have been taken from the hospital premises they cannot be returned for a refund. Please remember that NHS exemptions do not apply in private hospitals. If you have any queries, please talk to your nurse before you are discharged from hospital.
Payment for your health care may he made by:
- Bank draft
- Building Society cheque
- Personal cheque covering the appropriate amount 7 days in advance of admission
- Creditor debit card
If you have any queries or need further information regarding payments. please contact the hospital on 01342 330300 and ask to speak to the Business Office.
Additional information
Your medical records
Under the Data Protection Act and the Caldicott Report, confidentiality of patient records is maintained at all times. Your records will only be made available to necessary health care workers.
If you wish to see your medical records at any time. application to access them may be made in writing to the Executive Director who will obtain your consultant's consent. A nominal fee may apply if you require copies.
National Care Standards
The hospital is regulated and inspected by the Healthcare Commission. One of their requirements is that we produce a patient's guide, which is available for inspection by every patient, You will find a copy in the patient information folder in your bedroom. or you may ask at reception if you would like to see a copy.
Patient satisfaction survey
We continually monitor patient satisfaction in all areas of our service delivery and really appreciate your feedback. You will be asked to complete a surrey form at the end of your stay.
Complaints
We aim to delivery the highest levels of care and service and hope you enjoy your stay at McIndoe Surgical Centre. However, should we not meet your expectations we would like you to tell us. Please speak to either the nurse in charge or we have aleaflet called ‘Expressing your views’ in our patient information folders which can be found in all bedrooms.
Electrical items
For your safety. all electrical items should be brought to the attention of your admitting nurse who will ensure that they are safe to use during your stay.
Newspapers
A complimentary daily newspaper will be ordered by or reception for you.
Parking
Limited parking s available for patients and visitors in the hospital grounds. Please note that the hospital cannot accept liability for any loss or damage to vehicles or their contents whilst on the hospital premises.
Pets
There is a 'no pets' policy in the hospital but this does not apply to guide dogs.
Smoking
There is a no smoking policy in the hospital.
Telephones
A telephone is available in all patient rooms. A small charge is applicable for the use of the telephone and will be payable upon discharge.
Mobile telephones must be switched off whilst in the public areas of the hospital as they may interfere with medical equipment.
Visiting
Visiting hours and the number of visitors you can have are flexible, but this may depend on your medical condition. For security reasons. please ask your visitors to report to reception on arrival and departure.
Before your admission, have you...?
- contacted your insurance company to ensure your cover is valid and to request a claim form if necessary?completed the insurance company's claim form, if necessary and brought it with you (or brought pre-authorisation details with you)?
- completed and returned the hospital's questionnaire and registration form including your insurance membership number and your level of cover?
- brought any relevant x-rays with you and / or any medication you are currently taking plus repeat prescription form?
- brought all the items listed under the section 'What to bring in to hospital'
Before your discharge, have you...?
- contacted relatives/friends to inform them that you are being discharged?
- arranged for someone to take you home?
- booked a taxi if needed?
- requested a medical certificate?
- been given details of aftercare?
- been given a follow up appointment?
- been given your medication to take home?
- been given a discharge letter for your GP?
