Making an impact: Tackling NHS overseas billing errors in Reading
- Healthwatch Reading
- 2 days ago
- 2 min read
Most NHS care is free at the point of use, however, in some situations, people may be asked to pay for certain types of treatment. This is known as NHS overseas billing. The rules can be complicated, so any charges must be handled carefully and clearly explained. When there are billing errors, it can be confusing, distressing and upsetting for patients and their families.
People across Reading told us about being wrongly billed for NHS care at the Royal Berkshire Hospital (RBH). These mistakes caused serious distress, including panic attacks, repeated stress, and a loss of trust in the NHS. Some residents received multiple demanding letters, bills sent to children, and even letters wrongly stating they had just arrived in the UK, although they are UK citizens.
Healthwatch Reading listened to these experiences and gathered the evidence. We wrote to the Royal Berkshire NHS Foundation Trust (RBFT) to share the anonymous feedback and explain the impact these billing errors were having on patients and families.
To take action, we also organised a community conversation about NHS overseas billing. Around 30 people attended, including Steve McManus, CEO of RBFT, the RBFT overseas billing team, local voluntary organisations, and community leaders from across Reading. We shared residents’ experiences, presented our evidence, and worked together to find solutions.
Our work has helped improve overseas billing processes, staff training, and patient information, and continues to influence how the Trust listens to and supports patients.
You can read more about how our work has made a difference. Click below to download and read our impact statement.
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