Bills Cancellation & Refund Process
Bills Cancellation & Refund Process
IPD/OPD Bills Cancellation & Refund Process
Policy Information
| Policy Title | IPD/OPD Bills Cancellation & Refund Process |
| Prepared By | Internal Auditor, HOD Billing |
| Effective Date | Immediate |
| Review & Revised Date | As and when required |
Purpose
To ensure smooth processing of IPD/OPD bill cancellations and refunds based on valid justifications and approved procedures.
Policy Elements (IPD Bills Reopen & OPD Bills Cancellation)
Re-open / Cancellation: The following process must be followed for IPD bill reopening, cancelled bills, and advance receipt cancellations.
Recommendation mail must be sent by the respective Centre Manager to obtain approval from HOD Billing along with the reason for cancellation.
OPD Bill Cancellation Guidelines
- Approval from the Centre Manager (CM) is required before cancelling an OPD bill.
- After approval, the patient's signature must be obtained on the cancelled bill.
- The reason for cancellation must be clearly documented.
- The original cancelled bill and the revised bill copy must be attached (except refund-only cases) and maintained for records.
- If the Centre Manager is unavailable, approval may be granted by the respective Operations Regional Head.
- OPD bills should be cancelled on the same day. Backdated cancellations require approval from HOD Billing.
- All OPD/IPD refunds (such as enhanced TPA approvals or security refunds) require approval from the Operations Regional Head.
- Refunds related to surgery cancellation due to clinical reasons require approval from Management.
- Refunds should be processed through the same payment mode used by the patient. Cash refunds should be avoided. Any exception requires prior approval from AVP – Finance.
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