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Health care as seen from the other side

Clinic office assistant Joan Vest searches for a patient's misplaced medical file at the Spanish Peaks Family Clinic on in Walsenburg, Col.

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TEXT OF STORY

Kai Ryssdal: Today we're going to start an occasional series called The Cure. About the remaking of the American health-care system. Where the real costs are. And the savings, too. Up first, the inner workings of a typical medical practice. Did you ever wonder, for instance, what all those people on the other side of the counter are actually doing? And why there are so many of them? We sent Marketplace's Tamara Keith to find out.


TAMARA KEITH: It's one of the first questions a new patient hears when they come into a doctor's office.

DOCTOR'S OFFICE: May I go ahead and copy your insurance card and driver's license please.

These days, dealing with insurance is a huge part of any medical practice. A recent Cornell study found nationwide it costs doctors $31 billion a year to deal with insurance companies. That's about 7 percent of all spending on physician and clinical services.

At Ortho Bethesda, an orthopedic practice in suburban Washington D.C., there are eight doctors on staff, and 14 people in the business office.

SHARISSA DYKE: Hi Rob. My name is Sharissa, and I'm calling to verify medical benefits for a patient.

Sharissa Dyke is an insurance verifier at Ortho Bethesda. She basically spends every day checking whether patients have insurance and what their plans cover.

DYKE: Is authorization required for outpatient MRI?

OFFICE WORKER: No ma'am.

DYKE: And who do we send claims to?

Ortho Bethesda deals with more than a dozen different insurance companies. They all have different systems for filing claims. And each company has a bunch of different plans, each with varying co-pays and deductibles and rules about whether pre-approval is necessary. This keeps the business office busy and irritates doctors and patients.

DOCTOR: She's Aetna, and she had acute injury to her knee a week ago.

A doctor walks into the business office with a patient's chart and a sense of urgency.

DOCTOR: And she needs an MRI to evaluate for a PCL tear. And I'm not sure if her flavor of Aetna needs authorization.

The MRI will help determine whether the patient needs surgery. Sometimes it can take several days and lots of paperwork to get approval from the insurance company. Other times, it's 15 minutes on the phone, only to discover.

OFFICE WORKER: Based on the information provided this particular Aetna member's plan does not require pre-authorization for service at this time.

This drives Dr. Edward Bieber crazy. He is the managing partner at the practice and an orthopedic surgeon.

Dr. Edward Bieber: It's time consuming, it's expensive to our office, and it takes up a great deal of my time that I would like to spend giving care to the patients rather than shuffling their papers.

Bieber says he's never had an insurer deny an MRI, so why all the red tape. But insurance companies say requiring approvals cuts down on unnecessary tests. MRI's cost somewhere between 500 and a few thousand dollars depending on the type. Susan Pisano is with America's Health Insurance Plans, a trade group.

SUSAN PISANO: High-tech imaging is being greatly over used and misused. It affects out of pocket costs for consumers. It affects premiums. It affects quality and safety.

Pisano agrees doctors shouldn't have to deal with so many different billing systems. She says her industry is working on it. Later this year her group will test an online system where doctors can access information and use standard forms for all of the insurance companies in their region.

PISANO: The estimates suggest hundreds of billions of dollars could be saved if everybody is using the same rules.

The American Medical Association, which represents doctors, is trying to get some of that provision written into new health-care legislation.

But that alone won't eliminate a huge source of back-office costs: Dealing with a multitude of insurance companies who each have different rules for which procedures they will cover and how much they will pay. Until that changes, there will continue to be more office workers at Ortho Bethesda than there are doctors.

In Washington, I'm Tamara Keith for Marketplace.

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Daniel Woodard, MD's picture
Daniel Woodard, MD - Sep 19, 2009

Actually the VA has been found in multiple peer-reviewed studies to provide better care at lower cost than private insurance (see the URL). However the conservatives who oppose universal health care say that government-run health care is inefficient and poor in quality, and say it so often, that even reporters accept it without question.

http://www.ethics.va.gov/docs/integratedethics/IntegratedEthics-Closing_...

Stefanie Krantz's picture
Stefanie Krantz - Aug 25, 2009

I was referring to Medicare, Medicaid, and the insurance system for public employees. All seem to work very well. My understanding is that the VA and military hospitals are underfunded and do not function well. You have made an extremely valid point. I think that veterans may be better off receiving care via public insurance or via insurance exchanges. Thank you for bringing this up.

Richard C's picture
Richard C - Aug 18, 2009

Stefanie Krantz, if you're still checking this story, you said the government runs 3 efficient health care delivery systems. Can you be more specific? I could think of only two government- run providers: the VA hospitals and the military base hospitals. I seem to recall a bunch of stories in the last few years about sub-standard care bordering on the abysmal in both of those systems.

Richard C's picture
Richard C - Aug 12, 2009

Another comment, actually relevant to the segment, has occurred to me.

Much of the segment concerned itself with pre-approvals for procedures/tests such as MRIs. There seemed to be an expectation by the doctor interviewed, and by many of the commentators below, that with “reform” the pre-approval requirement would disappear. HA, HA, HA!

I can assure you that Medicare – some have characterized the “public option” as “Medicare for all” – requires pre-approval for many procedures.

Ken Lewis's picture
Ken Lewis - Aug 11, 2009

Let me be direct, you were way to easy on the insurance companies - where is your fact checking - MRI's don't cost the insurance companies $500 to $1000 - they pay less than $100 for an MRI - please don't be a mouth piece for insurance companies - you need to dig deeper - when they comment, you need to fact check. Health care in this country has been run by insurance companies for decades - it's clearly not working - 50 million un-insured - the highest per-capita expendures on health care in the world and yet we're ranked in the mid-30's in terms of medical performance. I say through the insurance companies out, they have had their change and haven't performed. As we've seen with banking, we're seeing with insurance - the free market is a mith it's all about greed and taking advantage of the american public.

I'm a small business owner who is sick of seeing my employee medical isurance premiums rise year in and year out at a much faster rate than inflation - when will it stop?

Ken

Richard C's picture
Richard C - Aug 11, 2009

Ho hum. Yet another effort at casting "insurance companies" as villains.

A lot of the paperwork required in doctors’ offices and hospital is a result of existing government regulations. Govt. wants to know this, that and the other thing. Someone has to tell them.

Not to suggest that the insurance carriers couldn’t work (anti-trust laws permitting) to streamline forms, claims, etc., so that clerical staff could go quickly and efficiently from a patient with Acme, to one with Aetna to one with BlueCare, to one with Medicare without having to change mental gears completely.

Although not part of this story, some of the prior commentaries suggest that patients go to doctors and say, “I feel like having an MRI today. Can your get one for me?” Maybe that happens, but I think in the real world people go to their doctor hoping that he or she can correctly diagnose what ails them and recommend something to get them to feel better quickly.

Cash payments. When uninsured, I did ask for, and receive, discounts form some providers. I was surprised to discover after getting insurance that even with the discounts I had been paying more for some services than the insurance carrier. And, yes, I do see what the provider gets, at least in some cases.

Andrew Holtz's picture
Andrew Holtz - Aug 11, 2009

Yes, our system is weighed down by the inefficiencies of the free-for-all of the fragmented private insurance system. The burden of all those billing people is also matched by the unmeasured burden on patients and families trying to manage payment for their claims.

However... and this is a big 'however'... even if we magically erased the 20% administrative cost... well, that's what my premiums rose just this spring. [As a small business owner I pay 100% of our family's health care premiums and other costs.] And I expect a similar jump next year, just like last year.

Streamlining administration is necessary... but it's a one-time saving. Unless we change how we develop and deploy health care itself, the upward arc will continue.

Jerry Garcia's picture
Jerry Garcia - Aug 11, 2009

One of the factors that needs to be considered is the number of physicians who have purchased high cost imaging equipment. The only physicians truly trained to interpret these exams are radiologists. Radiologists do not refer the patients to their own machines. Rather the patients are referred by primary care providers or specialists who feel the additional exam is necessary.

In this story, the orthopedic surgeon appears to be referring to his own MRI. That would seem to be a conflict of interest. Physicians are not allowed to own their own labarotories due to conflict of interest. There is a loophole allowing them to own expensive imaging equipment which they then are forced to pay for. Numerous studies show that physicians who own their own imaging machines refer a larger percentage of patients for expensive tests. This "self-referral" is a large contributor to exploding costs related to imaging. Yet Congress is doing nothing about it.

See this recent article from the Washington Post.
http://www.washingtonpost.com/wp-dyn/content/article/2009/07/30/AR200907...

Teddy Harrison's picture
Teddy Harrison - Aug 11, 2009

There are more reasons we need healthcare reform than just coverage for those who do not have insurance. There must be regulations and standards put into place to keep a health insurance carrier from killing a patient either by denial of benefits or using treatments that are economical rather than effective in an effort to make money. These things really happen, the killing, I mean, and they are more likely when your insurance carrier and your care provider are the same person (or people). I have a million horror stories, and I got them all when I worked as a utilization/care manager/discharge planner/geriatric case nurse for a Medicare-risk company (now called a Senior Advantage company), until I no longer could stand being part of a system so corrupt and homicidal. When I heard the opponents of healthcare reform shrieking that reform will dictate euthanasia, I decided I had to tell at least one of my stories because no one seemed to know that the big insurance companies and HMOs have been practicing euthanasia for at least 15 or 20 years already, right under their noses, and probably with their implied approval. (It might not be euthanasia; it might be homicide.) When I was working for an HMO that administered care for many, many "lives" in California, an elderly man was admitted from a skilled nursing facility to the acute care hospital for a urinary tract infection. Yes, he was really old, mid-eighties, and yes, he was demented, but those seemed to be his only diagnoses, neither of which should have been fatal. He was brought in by ambulance,and we put him to bed. His diagnosis was pretty straightforward, and he was put on IV antibiotics. He already had a catheter in place. We called his wife, and she came in with her sons. The doctor, The Hospitalist, whose job it was to get him out of the hospital as soon as possible, preferably prior to the time limit contracted between the hospital and the HMO that would be covered by a flat rate for everything done. It was partly my problem to get him discharged to a place where he would'nt cost any more money for the HMO/administrator. So, the Hospitalist was ordered to talk to the wife to persuade her she wouldn't want her husband to have any pain, so IV morphine could be administered, lots of morphine. Well, the Hospitalist was a young, pretty conscientious man, who had recently completed his residency, and he got really uncomfortable going in to convince the wife of a patient who happened not to be in any pain, to have IV MS. He refused to do it. So, his boss, the medical director of the HMO-Medicare Administrator came in and sat the wife down for a little chat. In only a few minutes he had her declaring she didn't want her husband to suffer (who would?). She agreed with his plan to administer morphine IV at a pretty good rate. It wasn't long before this little old guy's respiration center was depressed and his respirations rate slowed steadily down to nothing. He died in about 3 days, well within his allotted, capitated admission time. Plus, he didn't have to be discharged to a skilled nursing facility which would have been covered as a skilled need under Medicare--and thus would have been an expense to the HMO. During the admission, a surgical consult was accomplished. The surgeon, early in the admission, examined the elderly patient and determined he was not a surgery candidate. When he returned to re-examine him in a little follow-up visit, he saw the patient and his IV morphine and came flying out of the room, screaming at me that this was clearly euthanasia. He threatened all sorts of things, the last of which was an immediate trip down to hospital administration to complain. I wished him well, honestly. He returned to the floor not so long afterward, very subdued and apparently contented with the narcotic analgesia for the man whose only problems were a UTI, old age, Alzheimer's, oh, and an overdose of morphine. I guess the hospital administrator convinced the surgeon of how it is with this particular Medicare organization. The healthcare opponents are so incredibly misinformed about everything involved in this matter, but their accusations of a conspiracy to commit euthanasia are so stunningly ignorant I couldn't restrain myself from telling just this one story. After this horrible experience that, to me, represented the complete downfall of American health care (it was 1995)I had to get out of nursing for awhile, after a pretty wonderful 30-year career, but there are plenty more nurses who do just this same stuff for Medicare-risk companies and Senior Advantage companies (Kaiser, Secure Horizons, Humana, etc.). They get big bonuses when the HMO's hospital census is way down (when they are working the least, they make the most money). The doctors the same thing. Think of it this way, if at the first of the month Medicare gives you a million dollars to provide all the care your members need for that month following, wouldn't you want to keep as much of the Medicare money that's already in your pocket? And how would you do that? By denying or delaying as many procedures as you can get away with. Especially, when hospital costs are 75-80% of your expenditures, wouldn't you want to keep as many members out of the hospital as possible? And if you couldn't keep them out, wouldn't you want to get them out as soon as you could? Wouldn't you load your utilization committee with members all of whom benefit financially from the denial and delay of services? The hospitals and health care providers and insurance carriers are doing the same stuff Enron did only medicine seems nicer than public utilities. I even worked for an insurance company/HMO/provider that did amputations on patients to save money on chronic extremity care. Somebody has to listen to this. Certain HMOs, administrators, and Kaiser-like companies actually kill people.

Zach Robbins's picture
Zach Robbins - Aug 11, 2009

Health care in the United states is a joke, i can't beleive its even called health care, it's a scam, I don't even want to begin on how annoying insurance companies and the corruptness that goes on them is. Ever notice that like most of congress were head of HUGE corperations and some of them being insurance companies, ever notice that most of them are republican, ever notice that the republicans are fighting like hell to keep insurance from becoming free because it "wont work" Bull, the facts are plain. You cant deny them.

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