Private Healthcare Debt Collection Case Study 

Private Healthcare Case Study: How We Recovered 77% of a £760,000 Unpaid Medical Fees Book for a South of England Hospital Group in 2025

Private Healthcare Debt Collection Case Study: Key Facts

Medical Debt and Revenue Cycle Challenges

A well known private healthcare group with a network of hospitals and clinics across the South of England had built up a substantial book of unpaid medical fees, totalling £760,000. 

The group had already worked with two other recovery and accounts management companies prior to instructing Frontline Collections, but had seen little success in recovering the outstanding balances.

Many of the accounts involved evasive patients who were difficult to contact, along with a recurring pattern of disputed charges. A common complication was patients believing their treatment was fully covered by their private medical insurance, when in fact a balance remained owing directly from the patient.

Our Medical Debt Recovery and Account Management Approach

Frontline Collections applied a full, structured collection process and strategy, including:

1. Address verification at the outset, to ensure accounts were being pursued against accurate, up-to-date contact details
2. A multi-channel contact strategy combining letters, telephone calls, emails and SMS texts
3. Account reconciliation, to clarify genuine balances where disputes were raised around insurance cover
4. Liaison with relevant third parties, including insurers, where this helped expedite recovery
5. Ongoing, maximum professional collection effort on accounts that did not resolve immediately, rather than early write-off

Recovery Rates and Revenue Cycle Results

77% of the £760,000 owed has been recovered to date, with the work ongoing over a 12-month period. The majority of accounts that did resolve were settled within 3 months, with payment made in full either directly by the patient or via their insurer.

The client continues to use Frontline Collections’ services to recover unpaid medical fees on an ongoing basis, having previously seen limited results with two other recovery and accounts management providers.

Client Feedback on the Recovery Outcome

“We’d tried two other recovery companies before Frontline Collections and hadn’t seen the results we needed. This has made a real difference with the disputed and insurance-related cases in particular. We’ve continued to use them as a trusted part of our accounts process.”
— Private Healthcare Group, South of England

Related Medical Debt Recovery Services

Facing a similar challenge with unpaid medical fees? Get a free, no-obligation assessment from Frontline Collections’ Private Healthcare debt collection team. Call today 0333 043 4425