The consumer was advised by her GP she should have an ECG done prior to leaving. Until she received a bill in the mail, she was not aware she would be charged for the ECG. When the consumer rang to question the charge, she was told by reception she had to pay as she had received the service and it was her responsibility to ask if there would be an additional charge.

 

With the support of an advocate a letter was sent to the practice outlining the consumer’s concerns. Upon receipt of the letter the consumer received a verbal apology by phone and then a written response. In addition to reiterating the verbal apology, the provider advised a meeting had been held with medical and nursing staff to remind them of their responsibility to inform consumers when tests will incur additional fees, and the receptionist had been spoken to.  The consumer was informed the service she had received did not meet the expected standard and the additional fee was waived.