Disputed signed quotes

Patients can sign quotes in a number of ways:

• through a staff member’s account, or
• through the patient portal, or
• by downloading a PDF of a quote, and sending it to your practice to upload

To mitigate fraudulent signings, Hugo Systems will label quotes signed or uploading through a staff member’s account as awaiting patient confirmation.

If a patient thinks a signing created via a staff member’s account wasn’t signed by them, they should contact your practice directly so that your team can investigate how the document was signed.

You may follow these steps to manage a dispute:

• once a patient notifies your team that there’s an issue with a quote signature, confirm with them that they didn’t sign the quote, or aren’t happy with it
• if the patient confirms they didn’t sign the quote:
  • find the signed quote
  • click on the dots menu
  • click the Update To ‘Disputed’ link
  • confirm the details in the prompt
• if the patient is happy with the signature, you can ask them to confirm it by logging into the patient portal, or by sending them a confirmation reminder