pricing and payment policy
pricing and payment policy
This is hygeia’s policy governing pricing, payments, debt collection and all matters concerned with financial transactions involving our customers.
private treatment only
Hygeia provides private treatment only. We do not provide services under the NHS.
openness
We operate a clear and open pricing policy; meaning we aim to ensure that everyone understands what we charge for our services. We do this in the following ways:
- We give clear verbal explanations of treatment costs.
- We provide costed treatment plans (IE estimates) to everyone.
- We always offer receipts and itemised statements when payments are made.
- We are happy to provide additional copies of treatment plans, receipts and statements on request.
- Our price list is on display in reception.
- Our price list is on display in each surgery.
- Copies of our price list are available on request (including a large print version).
- Our price list is published on our website.
- Sample prices are published on our Facebook page and on Google.
- Pages on our website that give details of treatments include guide prices.
methods of payment
We accept payment by:
- Cash;
- Cheque;
- Debit card;
- Credit card – excluding American Express;
- Apple Pay;
- Google Pay;
- Samsung Pay; and
- BACS transfer.
We can accept card payments in person and by telephone.
terms of payment
We ask that patients pay for individual treatments on the day they are completed. For example, where a filling is done, we would complete this at a single appointment and would ask them to pay for it the same day. This is true even when the filling forms part of a larger “course of treatment”: payment is due at the time the individual items of treatment are completed, not at the end of the entire course.
Where treatments involve more than one visit (eg crowns, inlays, veneers, bridges, dentures, some root canal treatments, etc) we ask that the patient pays an amount at the first appointment and the balance at the final appointment (approximately half the total cost each time).
receipts and itemised statements
We always offer receipts and full, itemised statements when payments are made. Patients can also request a copy of a receipt issued or a fully itemised statement at any time and we will be happy to provide this.
treatment plans (estimates)
When treatment is proposed, we provide a fully itemised, written treatment plan with a breakdown of costs. Itemised statements detailing treatment already done and charges for this are also available on request at any time (see above).
payment by instalments
Interest-free instalment payments are available on request (subject to approval).
We charge no fees in relation to credit facilities. Patients only pay for their treatment.
Our credit facilities are straightforward and informal. Credit is arranged directly with the practice and does not involve a third party credit provider / finance company. We do not make credit checks.
We agree a monthly amount that the patient is happy with and feels is affordable, subject to a minimum monthly payment of £200. However, the monthly payments may need to be more than this, as we insist that they be sufficient to repay the full amount of the agreed credit limit in 12 months or less. For example, if the total cost of the treatment a patient plans to have is £3,000, the minimum payment will be £3,000 ÷ 12 = £250 per calendar month.
Once the amount is agreed, the patient must set up a monthly BACS transfer direct to our bank account and begin making payments.
We set a credit limit that is twelve times the agreed monthly payment. For example, monthly payments of £500 allow a credit limit of up to £6,000.
The facility operates as a “revolving credit” arrangement, meaning that once some of the balance is paid off, the available credit (up to the agreed credit limit) can be used to fund other treatments.
If the credit limit is reached, treatment will be paused until the balance falls again (unless there is an unexpected urgent need for treatment).
Alternatively, the balance can be reduced by the patient making additional payments, or the amount of the monthly instalments increased so as to allow for a larger credit limit.
The amount and frequency of payments to be made must be agreed with the practice before treatment commences (this requirement may be waived at our discretion).
Patients are normally asked to settle any pre-existing balances in full before credit is agreed for further treatment.
As credit is provided entirely at our own risk, it is entirely at our discretion. We may ask to see a history of regular, prompt payment prior to agreeing a credit facility.
If the agreed payments are stopped for any reason, we reserve the right to defer any further treatment until either they resume or the full balance is paid off.
Where the agreed monthly payments are missed for 3 months or more (whether consecutive or not) we will consider the account to be in default and may notify the patient that we are cancelling the credit agreement. We then treat the full outstanding balance as an unpaid debt. We will not provide any further treatment (including emergency treatment) until the full amount is repaid. If the balance is not repaid within 2 months of us cancelling the agreement, interest will become payable on the outstanding amount from that point. Interest is added to the account monthly at the Bank of England base rate plus 2%. We may also take action to recover the debt.
Credit agreements are arranged verbally and recorded in the patient notes, then confirmed in writing.
Credit agreements may be cancelled at any time by letting the practice know and repaying the full balance on the account. There is no fee, nor any penalty, for doing this.
The practice is authorised as a consumer credit firm by the Financial Conduct Authority.
insurance
Where a patient has dental insurance (eg AXA or Simplyhealth) we will be happy to complete the necessary claim forms for them and to collate the supporting documentation required free of charge. We will also supply any necessary records and explanations to the insurer free of charge (subject to appropriate consent).
We are usually unable to submit claim forms until payment has been made in full. This is because many of the forms require us to certify that full payment has been received.
It remains the responsibility of the patient to make payment to the practice of any monies due, whether the insurer accepts that it is liable to reimburse the patient or not.
collection of outstanding accounts
In the rare event that we need to collect an unpaid account, we will attempt to reach the patient by telephone to request payment. Only where we are unable to do so (or the patient has expressed a preference for a different means of communication) will may use SMS text messages, emails or letters.
In the even rarer event that payment is still not forthcoming, we reserve the right to refer the matter to a debt collection agency of our choice (see also our Data Protection Privacy Notice).
We reserve the right to charge interest on any account that remains outstanding for more than one month without our prior agreement. Interest will be added to the total outstanding amount each month at the Bank of England base rate plus 2%
Version 9: 24.11.2022
Previous web versions: 27.8.2022; 25.5.2019 (reviewed 9.11.2019, 12.8.2020, 18.11.2021); 23.5.2013 (reviewed 19.6.2014); 5.6.2015; 25.2.2016; 1.8.2016; 23.11.2016; 1.9.2017 (reviewed 11.11.18)