What to change
Review each fee together with its inclusion and payment explanation. Have a competent reviewer check the whole decision a patient is making, not just currencies or numeric formatting.
A worked example
Illustrative example
A consultation fee includes the appointment but not an additional third-party report. Both language versions explain this distinction beside the amount and direct report questions to the same billing route.
How to check the result
A patient reading either language can identify the same cost boundary before booking.
A mistake to avoid
Do not treat numeric agreement as proof that a price translation is complete or accurate.
Your action checklist
Use these checks to prepare a discussion with your team or supplier. Tick a check when you have recorded the decision or evidence, rather than when a feature has simply been promised.
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Further reading
These primary sources provide additional context for the project decisions above.
Related decisions
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