FAQs

Q: “Patients often come to the receptionists at my hospital and ask for a quote for the cost of their impending surgery. What should I advise the receptionists to say?”

It is not advisable to give clients a ‘quote’ on what the cost of the procedure will be as there are too many variables related to different surgical techniques, time in theatre, use of endoscopic equipment, complications, co-morbidity and length of stay.

It is thus important to tell the client that only an estimated average price can be provided based on an average time in theatre plus an average length of stay, with no complications or co-morbidities. In the case of fixed fees per procedure or a daily or per diem rate it is easier to provide a more accurate costing estimation.

Explain very clearly that the estimated price does not include the surgeon’s fees, the anaesthetists’ fees or laboratory, physiotherapy and radiology fees. It also does not take into account a longer time in theatre or hospital and does not include the cost of any additional procedures or medication.

HASA receives frequent complaints from patients relating to quoted amounts having been exceeded. This situation can be avoided through better communication.

Often a problem arises when the surgeon neglects to inform the patient of the full details of the procedure or that the procedure will be performed endoscopically. It is always best to obtain the ICD10 Codes from the doctors before doing a costing.

Other important cost variables are the use of expensive skeletal fixators, vascular catheters and equipment.

Much unnecessary client dissatisfaction and negative word-of-mouth can be avoided by not giving quotes and by carefully explaining the basis used to calculate estimate costs.

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