What to change
Place a short inclusion statement beside the amount. Use the billing team's approved description and keep possible additional items separate from what every booked visitor receives.
A worked example
Illustrative example
An illustrative £90 appointment includes the consultation and an agreed written summary. A separate report requested for another organisation has its own fee information, rather than being hidden under extras may apply.
Put it into practice
Ask the team to compare this explanation with the quotation and receipt wording. If someone asks whether a letter or follow-up is included, the answer should come from the agreed offer rather than from how generously the marketing paragraph happens to read.
Where a separate fee may apply, explain when it is discussed. The patient needs a decision point, not merely a footnote saying that additional charges might exist somewhere in the process.
What to agree before publishing
Make the quoted amount and its inclusions one clear piece of information. Ask the fees owner to identify any reports, letters or later appointments that are separate, and explain when those costs are discussed. Compare the service page with the quotation or booking message people receive. An attractive package list should not expand the promise beyond the actual offer. Patients need to understand what this fee covers before taking the next step, not discover a different interpretation only when requesting something after attendance.
How to check the result
Someone can explain what the amount buys without needing to interpret a general terms document.
A mistake to avoid
Avoid making a fee look comprehensive by omitting a commonly necessary item that is routinely charged separately.
Turn reading into a next step
Your action checklist
Work through these checks with your team or supplier. Tick the ones you have resolved and leave unknowns open.
Record what you know, what is still missing and the answer you need from your team or supplier.
Use project decisions only, without personal, patient or confidential details. Entries stay in this page and are not submitted to Kay & Co. Copy or download before leaving; this page does not save your notes.
Further reading
These sources provide background for the topic. The practice examples and checklist are illustrative planning suggestions from Kay & Co.
Related guides
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