Vulnerable Consumer Finance Policy

The purpose of this policy is to provide clear guidelines on how to handle financial matters for vulnerable consumers, ensuring that they are treated fairly and compassionately when paying for dental services. It also aims to ensure that vulnerable consumers are not exploited due to their financial circumstances and are provided with clear, accessible, and flexible payment options.

This policy applies to all financial interactions between Greenside Dental Care and its patients, particularly those who may be considered vulnerable due to financial hardship, illness, age, or other factors that may impair their ability to manage their dental care costs.

Vulnerable consumers are those who, due to various circumstances, may struggle to manage the costs associated with their dental treatment. This may include, but is not limited to:

• Low-income patients or those facing financial hardship
• Elderly patients on fixed incomes or pensions
• Patients with disabilities or long-term illnesses affecting their ability to work
• Patients experiencing mental health challenges or other conditions that make managing finances difficult
• Patients experiencing temporary financial hardship, such as job loss, or those facing unexpected life events (e.g., family crises, medical emergencies)
• Young people or students without stable income

The following principles guide our approach to managing financial matters for vulnerable consumers:

• Transparency: All financial terms and conditions will be communicated clearly and without ambiguity. Patients will be informed of the costs of their treatment, payment options, and any potential financial assistance available.
• Flexibility: We will offer flexible payment options to ensure that financial barriers do not prevent patients from receiving necessary dental care.
• Compassion: We understand that financial hardship can be distressing, and we aim to treat all patients with empathy and respect.
• Non-judgmental Care: Financial difficulties should not affect the quality of care provided. All patients will be treated fairly and with respect, regardless of their ability to pay.
• Confidentiality: Financial matters will be handled with the highest level of confidentiality. Only authorised personnel will have access to sensitive financial information.

• Financial Screening: During the initial consultation or when new treatment is proposed, dental staff will inquire about any financial concerns or challenges the patient may have. This may include asking if the patient requires assistance in understanding treatment costs or managing payments.
• Assessment of Financial Hardship: If a patient indicates financial difficulty, the dental practice may ask for supporting information (e.g., proof of income, benefits, or any financial aid they are receiving) to assess eligibility for financial assistance or flexible payment plans.

We offer various payment options to ensure that vulnerable patients are not excluded from receiving necessary care due to financial barriers:

• Payment Instalments: Allowing patients to accumulate the amount required on account over a period suitable to that patient before booking in for treatment.
• Third-Party Financing: We may work with third-party financing companies to offer patients the option to spread the cost of treatment through a loan. This may include options with low-interest rates or no-interest periods for qualifying patients.
• Assistance with Insurance Claims: We will assist vulnerable patients with insurance claims and ensure they are fully informed of the coverage available to them.

• Clear Breakdown of Costs: Prior to treatment, patients will be provided with a clear, itemised estimate of the costs for the proposed dental services, including any expected out-of-pocket expenses.
• Explanation of Payment Options: We will discuss payment options with patients before treatment begins, including explaining any available financial assistance programs.
• Transparent Billing: All billing will be transparent, and patients will be provided with detailed invoices that outline treatment costs and payment history.

If a vulnerable patient is unable to meet their financial obligations or disputes any part of their bill, the dental practice will:

• Review the Situation with Sensitivity: We will engage in an open and respectful dialogue to understand the patient’s concerns and work together to find an acceptable solution.
• Consideration of Alternatives: If appropriate, we may offer alternative payment options, or a revised treatment plan that is more affordable.
• Referral to Financial Counselling: If needed, we may refer the patient to financial counselling services that can assist them in managing their dental expenses, or help them access additional financial resources.

• Training: All dental staff will receive training to understand the financial needs of vulnerable consumers, how to assess financial hardship, and how to offer appropriate financial options.
• Confidentiality and Sensitivity: Staff will handle all financial discussions with sensitivity and respect for the patient’s privacy. All financial information will be handled confidentially and securely.
• Providing Clear Information: Frontline staff, including receptionists and office managers, will provide clear information to patients about their payment options and financial assistance availability.

This policy will be reviewed annually to ensure it remains effective in supporting vulnerable consumers in managing their dental care costs. Any changes to the policy will be communicated to staff and patients as necessary.

Patients who need assistance with financial concerns should contact the practice’s designated financial coordinator at [email protected] or [email protected] for support.