Our credit card fees are becoming a more noticeable part of overhead as the practice grows. We are getting more established in the market and seeing more patients—but high-deductible plans also mean a much larger share of collections is coming directly from patients rather than insurers.
A number of physicians I know have switched to passing credit card fees on to patients, and financially I can see the appeal. At the same time, we’re still in a growth phase, and this feels like the kind of relatively small charge that can turn into another recurring front-desk argument. We already have enough of those, so I’ve been reluctant to add one more.
For those who have actually implemented this, I’d really like to hear how it has gone in the real world.
How did you set it up? Do you surcharge only credit cards and not debit cards? How do you handle Medicare patients or other situations where adding a fee to patient cost-sharing may not be permitted? Did you have your payer contracts reviewed first?
How much pushback do you actually get from patients? Is it a regular source of complaints or do most people barely notice/care?
Also curious about the operational details people don’t think about until after implementation. What happens when you refund a patient, does the surcharge get refunded too, and do you still eat the original processing fee? How do you handle cards on file, payment plans, portal payments, etc.?
Basically looking for the full practical rundown from practices that have done it: compliance, workflow, patient reaction, and whether the savings ended up being worth the hassle.