When a practice has overcharged a patient for service, what should be issued?

• A. A patient refund.
• B. An additional charge.
• C. A collection letter.
• D. A new bill.

Answer: (A)

When a practice has overcharged a patient, the appropriate action is to refund the patient the amount that was charged in error. This directly corrects the billing mistake, puts the patient back to the correct balance, and helps maintain trust and compliance with refund policies.

Process this by first verifying the overcharged amount, issuing the refund promptly (using the patient’s original payment method if possible, or a check), and updating the patient’s account to reflect the correction. Provide the patient with a written explanation of the adjustment and keep documentation in the patient’s file, including the date, amount refunded, and reason for the correction. If applicable, adjust any related insurance postings and ensure the corrected balance is clearly shown on the patient’s statement.

Other options don’t fit because they either escalate the issue or misrepresent the debt. Issuing another charge would compound the error. A collection action is for unpaid balances, not for returning money owed. A new bill could confuse the patient and implies a new charge rather than correcting an overcharge.