Mystery shopping: Healthcare Travel Costs

Healthwatch mystery shoppers phoned GP surgeries and visited local hospitals to see how easy it was to make a claim for reimbursement under the Healthcare Travel Costs Scheme.
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Summary

We found that the scheme was not well known or understood at the GP surgeries we spoke to, and not all hospitals made the claims process accessible.

  • GP reception staff in particular need to be informed about the scheme and when it might apply to patients using their services.
  • Messaging should stress that the scheme is for patients on benefits or low income (rather than those with limited mobility).
  • Only University College Hospital included a prepaid envelope with their postal claim form. All hospitals should adopt this practice.

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Healthcare Travel Costs Scheme

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