NHS Lothian ordered to apologise after failing to explain cost of treatment to tourist

An NHS health board has been reprimanded for failing to explain the cost of treatment before charging a tourist after an accident.

NHS Lothian charged an overseas patient for non-urgent treatment at a hospital but did not inform them of the cost beforehand, despite being repeatedly asked for the information.

The patient’s partner submitted a complaint to the Scottish Public Services Ombudsman (SPSO) about the health board, which was upheld on all counts.

The decision determined that NHS Lothian did not explain the cost of treatment properly before charging the tourist and did not properly record their overseas address at the first opportunity.

The watchdog said that any treatment costs should have been explained from the outset, and stated that patients should be asked to sign an agreement, ideally before treatment begins.

It found “no evidence” that the guidance was followed in this case.

“We acknowledged that the board had taken significant steps to improve their service following C’s complaint,” the Ombudsman added.

“The patient’s insurer had also settled the outstanding sum. Therefore, we made no financial recommendation.”

NHS Lothian nurse director Alison Macdonald said: “We have apologised to the patient involved and fully accept the recommendations from the Ombudsman.

“Training has been enhanced for our clinical teams to ensure they are fully aware of the guidance and how to provide more information to patients.”