Standards › Standard 31 › Policies
Policy · DEN-POL-004 · Version 1.0 · Approved by the ASF Expert Committee
Supports: 31.19
At a glance
- Fees are published and shown before any treatment starts.
- A written estimate is given for planned treatment (DEN-FRM-007).
- Invoices match the estimate or the change is agreed in writing.
- No charge is made that was not estimated or agreed.
- Stop and get help straight away if: a patient is charged for treatment that was never estimated or agreed.
1. Purpose
To make sure patients know what treatment costs before it starts, and are not charged for anything they did not agree (31.19).
2. Scope
| Applies to | Clinical and support staff in the hospital |
| Locations | All wards, clinics and departments of the facility |
| When | Whenever the activity described is carried out |
| Does not apply to | Activities covered by another document listed in section 15 |
3. Definitions
| Term | Meaning |
|---|---|
| Clinical lead | The doctor or nurse in charge of the area at the time |
4. Background
Patients who receive a bill far above what they were told often feel cheated, and may refuse to return. Fees published and a written estimate before treatment prevent surprises.
5. Responsibilities
| Role | Responsibility | Competence |
|---|---|---|
| Clinic manager | Publishes the fee list and checks the invoices | Clinical director |
| Clinician | Gives the estimate before treatment | Clinic manager |
6. Materials and equipment
| Item | Requirement | Condition |
|---|---|---|
| Records and forms named in this document | Current version | Checked before use |
7. Safety
- Stop and call for help if a patient is at immediate risk. Do not delay urgent care to complete paperwork.
8. Before you start
- Confirm the forms and equipment named in this document are available and current.
9. Procedure
Step 1. Show fees.
- Show the published fees before treatment starts.
Key point: Shown.
Step 2. Estimate.
- Give the written estimate and record the patient’s agreement (DEN-FRM-007).
Key point: Estimated.
Step 3. Invoice.
- Check the invoice against the estimate before it is issued.
Key point: Invoiced.
10. Decision points
- No decision points in this procedure.
11. Special situations
| Situation | Action |
|---|---|
| Out of hours | Follow the same steps. Use the on-call contact on the wall of the area. |
12. Escalation
- Any serious problem goes to the duty clinical lead at once and to the clinical director the same day.
13. Monitoring
| Measure | Target | Frequency | Owner | If not met |
|---|---|---|---|---|
| Invoices matching the agreed estimate | 100% | Monthly | Clinic manager | Escalate to the clinical director |
14. Records
| Record | Kept in | Retention |
|---|---|---|
| Record named in this document | Patient record or the area file | the period set by the facility’s records policy years |
15. Training
- Staff are trained in this document at induction and refreshed each year, with a recorded competency check.
16. Related documents
| ID | Title | Use |
|---|---|---|
| DEN-FRM-007 | Written treatment estimate and fee agreement | Record |
17. Evidence
| Reference | Note |
|---|---|
| E-009 | Based on the CDC guidelines for infection control in dental health-care settings (Kohn et al., 2003), ISO 17665 for moist-heat sterilisation, the Minamata Convention on Mercury (2013), IAEA Specific Safety Guide SSG-46 (2018), Council Directive 2013/59/Euratom, and the ADA guidelines on sedation (2016). |
| E-006 | ASF Policy Framework v1.2. Adapted. |
| E-009 | ASF Expert Committee consensus. |
18. Change history
| Version | Date | What changed | Approval |
|---|---|---|---|
| 1.0 | the date of approval | First version | set Expert Committee approval |
E-learning for this document
References
- Accréditation Sans Frontières (2026). ASF Policy Framework v1.2. (E-006)
- Accréditation Sans Frontières (2026). ASF Expert Committee consensus on Standard 1. (E-009)