Cash flow is a constant worry for health care services. Wages go out every week or month, but income depends on invoices that are often late, queried or short-paid. Most disputes come down to one thing: the invoice does not match what the funder thinks was delivered.
Invoice from delivered visits, not planned ones
If you invoice from the rota, every cancelled, shortened or extended visit becomes a potential dispute. Invoice from the visits your care workers actually checked in and out of, with the actual duration, and your figures will match the funder’s monitoring data.
Get the charge rates right on every visit
Different funders pay different rates, and many pay more for weekends, bank holidays or double-handed visits. Set the visit type and charge rate on each visit plan so every visit carries the right rate from the start. Fixing rates at invoice time is where errors creep in.
Match your billing periods to each funder
Councils often want four-weekly invoices, private clients may prefer monthly, and some contracts require a specific format. Keep a billing schedule for each funder and produce invoices in batches on the right dates.
Check before you send
- Are there visits still waiting for a check-out?
- Have any visits been cancelled with less than the agreed notice, and are they chargeable?
- Does the total look right compared with last period?
Chase with facts
When an invoice is queried, answer with the visit record: date, times, care worker and tasks completed. Clear evidence settles most disputes in one reply.
Keep a clean record for every funder
Each council, NHS team or private client should have its own record with billing contact, payment terms, invoice format and any purchase order or reference numbers they need. Missing reference numbers are one of the most common reasons invoices sit unpaid.
Watch your aged debt every week
Look at unpaid invoices by age every week, not just at month end. A polite reminder at seven days overdue is far more effective than a stern letter at sixty. Note every conversation so anyone in the office can pick up the thread.
Review your rates every year
Staff costs rise every April when minimum wage rates change. Review your private rates and raise the question with commissioners well before the new financial year, with clear evidence of your costs per hour of care.
Frequently asked questions
Should private clients pay in advance?
Many services invoice private clients in advance for planned care and credit any cancelled visits on the next invoice. Put your terms in writing before care starts.
How do we handle cancelled visits?
Agree a notice period in your contract, often 24 or 48 hours, and record every cancellation with the time you were told.
CEVERO Care builds invoice batches from delivered visits and the charge rates on each visit plan. Book a demo to see it.