What happened?

The consumer met with her GP, who advised her to get a specialist test done before leaving. The GP did not mention that there was a fee for this test. When the consumer received a bill in the mail, she rang her GP’s office to ask about it. She was told by reception she had to pay as she had received the service and it was her responsibility to ask about the cost.


What was the resolution?

With the support of an advocate, a letter was sent to the practice outlining the consumer’s concerns. Someone from the GP’s office called the consumer to apologise, and also sent a written response, acknowledging that the service she had received did not meet the expected standard. The additional fee was waived.
The incident also prompted the provider to meet with medical and nursing staff to remind them to inform consumers when tests will incur additional fees.