NHS trusts managing outstanding overseas-patient balances require a recovery approach that is compliant, sensitive, and operationally robust. Recovia provides essential support for NHS overseas visitor charging by assisting trusts with the recovery of eligible outstanding charges, following the completion of necessary internal debt management steps. This page is tailored for NHS providers in England. The relevant NHS body remains responsible for determining a patient’s chargeability and overseeing decisions related to charging, exemptions, vulnerability, data handling, and any referrals to government. Recovia’s role is strictly limited to authorised debt recovery compliance on the trust’s behalf.
Recovery that follows the trust’s process
We adhere to the client’s policies, approved scripts, information governance requirements, and escalation rules. Prior to initiating recovery, the case file must include all necessary information to pursue the balance accurately: the final invoice, account reference, correspondence, payment history, approved contact information, and confirmation that the required internal processes have been completed. Our communication is clear, respectful, and proportionate, focusing on engagement while offering practical solutions for resolving outstanding balances. We also report progress in a manner that aligns with the trust’s audit and governance needs.
Safeguarding, affordability, and sensitivity
Overseas-patient debt can present challenges such as vulnerability, financial hardship, or complex personal circumstances. A recovery process must acknowledge these issues and comply with the trust’s policy and applicable government guidance. Recovia highlights pertinent concerns to the trust and does not make decisions regarding clinical matters, immigration, exemptions, or chargeability. If a trust authorises a repayment arrangement, we ensure consistent follow-up. Any assessments of affordability, decisions to pause recovery, write-off decisions, or external reporting responsibilities remain with the relevant NHS body.
International debt recovery and approved partner support
When a trust has exhausted its internal processes and authorises a referral, Recovia can assist with proportionate contact verification and recovery communications for overseas patients who are no longer living at the address on file. All actions must adhere to the trust’s instructions, information governance controls, and privacy requirements. For cases with an international aspect, partner support is only coordinated when authorised, necessary, and appropriate. Recovia refrains from making decisions related to immigration, clinical matters, exemptions, chargeability, affordability, or assets on behalf of the trust, and does not conduct intrusive or speculative investigations into individual patients.
What Recovia can support
We provide professional follow-up of authorised, eligible outstanding balances; accurate, approved correspondence and payment reminders; case updates and management information aligned with trust requirements; agreed repayment-plan follow-up as authorised by the trust; and sensitive handling and escalation of vulnerability or data-quality concerns. Tracing or additional recovery support is provided where appropriate and authorised.
Governance and compliance
NHS overseas visitor charging is governed by specific regulations and guidelines. Trusts should refer accounts solely in accordance with their own policies and the current Department of Health and Social Care guidance. Recovia acts as an authorised recovery supplier and does not replace the trust’s overseas visitor, finance, safeguarding, data protection, or legal functions.
Frequently asked questions
Does Recovia decide whether a patient is chargeable?
No. Chargeability and exemption decisions remain with the relevant NHS body. Recovia only pursues accounts that the trust has authorised for recovery.
Can urgent or immediately necessary treatment be withheld because of debt?
No. Decisions about treatment are clinical and made by the NHS provider. Recovery activity must never interfere with the provision of urgent or immediately necessary care.
Can you help with repayment-plan follow-up?
Yes, where a trust has approved the arrangement and instructed us to manage the agreed recovery communications.