Posts Tagged healthcare

The Value is Falling!!!!!

The Value is Falling!!!!!

It’s been recently reported in the NYTimes and by the AARP that drug prices have suddenly increased by as much as 9% on average since the beginning of the year. The increase is such a turnaround in trends that the pharmaceutical industry’s largest market surveillance organization had to re-issue its guidance for the year. This is while more and more drugs are being ADDED to the generic formularies, and retailers are implementing competing programs to WalMart’s $4.00 generic extravaganza. I was pleased to find my local Hannaford Brothers Pharmacy not only with a cheap generic program, but offering a list of oral antibiotics that are now FREE! We know that nothing is free so I dug further.

And, I wasn’t surprised when I randomly took one family member’s prescription to the test to see what I could find in pharmaceutical value.  The news may not be surprising to to the NYTimes, but let me just confirm for all of you value-conscious shoppers, it is becoming a “shell game”…even with the alleged transparency on pricing. Where is the value going?

The sample prescription is Accutane, a popular brand medicine for the treatment of acne. Anyone with a teenager might know this one. It comes in several generics, and is typically expensive they tell me because of the safety and compliance rules surrounding its use. The patient must agree to monthly blood tests, take a monthly on-line pledge screening and show their special membership card to prove they remain in compliance. Only then can the patient get the prescription. I’ll pay for that safety, because it is part of the value of what I get.  But what has changed recently to influence the price of that?

The retail price in the last 4 months has gone from $294.99 to $650.01 for a typical 30-day supply and the generic has gone from $222.78 to $412.21 for the same. That’s a whopping 200% increase!!! Wow!

I asked the pharmacists what was going on and they said that “prices were now changing daily, faster than they had ever seen”. So much so I found  that Web sites that once posted prices, now have the typical insurance company disclaimer that “prices are valid only at the time of dispensing, and subject to change”. One pharmacy chain is having so many people question the prices in their Healthy Saver Plus program that they won’t tell you the price until the drug is dispensed! Are we going backwards with pharmaceutical transparency and value?

I checked my trusty Canadian pharmacy and the Accutane brand was one half the US price and the generic was 40% of the US cost. Same products, same manufacturers delivered to my door via the U.S. Postal Service, now that is value!

I am not the only one who thought it was curious that the Pharmaceutical lobby was so quite on the new pharmaceutical industry tax imposed as part of the legislation moving through the House. I also thought it was interesting that the conditions the pharmaceutical industry would be placed under for price negotiations under health reform were also surprisingly without discord. So, the Secretary in her infinite wisdom is going to get the best price from the pharmaceutical industry? Right!

The pharmaceutical industry is shooting itself in the foot with this kind of behavior. It has recently echoed around Washington that “there are few statesmen when it comes to health reform”, and this is just one more example of how value is falling in healthcare. Shame on the pharmaceutical industry for being so callous, you are anything but statesmen, maybe our only real hope is WalMart.

John Morrow

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Intended consequence of the recently passed House Bill

Over the past month, the leadership in the House had to accept one significant change to their concept of healthcare reform; the public option will now have to act more like a private insurer at least in regards to how it will negotiate rates with providers. Instead of accessing the Medicare rates, the revised Bill calls for the government plan to pay the average of prevailing provider rates with private insurers (obviously the formerly confidential agreements between payers and providers will no longer be confidential at least as far as the government is concerned) .

At first glance, this would appear to be a significant and positive change for the future financial stability of hospitals. Under the old bill, the government plan would have had such an enormous advantage over private insurers in terms of what it paid providers in general and hospitals in particular that it was hard to see how the private insurers could survive. Their decline and eventual demise would have eventually reset provider rates across the country to Medicare rates, which do not cover the cost of operating hospitals by today’s standards.  Furthermore, the Health Choices Commissioner (HCC) was given power to restructure the payment methodology for providers that potentially could have caused even more havoc in the industry (the Bill still allows for experimentation with the Medicare payment methodology).

However, after reading the new House Bill that just got passed by the House, it appears there really is not much of a reprieve for providers if this Bill or something like it becomes law. The (HCC) was given even more powers to regulate the private insurance industry than the previous bill. These new powers in essence make all the private insurers de facto government run plans. The single most important new power is to approve annual premium increases. This gives the HCC the same power that the States have over their public utilities. There are several big differences however.  In my state, the Corporation Commission that has control over the public utilities rates is governed by an elected Board. They are not accountable to the State’s governor. The decisions of the Corporation Commission also do not significantly affect the State budget. As expensive as utilities can be, they do not make or break the State budget. By this bill, the HCC will be accountable only to the President and will have a powerful voice in how much the federal government pays for healthcare. The federal budget for this program will be significant and it will be very politically sensitive. 

The future HCC is going to face the inevitable squeeze of being between a rock and a hard place. As premiums continue to increase faster than inflation (as there are no cost reducing measures in this bill), the cost of the government provided affordability credits (subsidies to low income individuals and families to buy insurance) will rise as well. This will increase the pressure of the program on the government budget at a time when deficits are already projected to be high. One way to mitigate this budgetary pressure will be to fix the value of the affordability credits. If this is done however, the share of the premiums that lower income people will have to pay out of their own pocket will become unaffordable. This will be politically unacceptable. The other alternative will be to just tell the insurers that they cannot raise their rates as much as requested. This will be much more politically acceptable and reduce the pressure of the program on the government deficit.

By the time the above occurs, the insurers will also be restricted by the government’s target of maintaining at least an 85% medical loss ratio. As a result, they will not have the resources (or power) to implement tough new utilization standards that could help them reduce costs. They will not have any choice but to deny providers’ rate increase requests, the only cost they will be able to control (the government also dictates the benefit structure of each plan). Providers will not really have any alternative to accepting what the insurers offer because all the insurers will be forced to operate almost exactly alike. Providers could receive a double punch at this time. In recent years, providers have negotiated new rates with insurers to not only cover their increasing costs, but to also make up for the inadequate increases of Medicare and Medicaid. If the federal and state governments are limiting increases to providers through these programs at the same time, providers will feel enormous financial stress.

Eventually insurers and providers may again choose to experiment with capitation contracts (it is likely such a change would require government approval). Powerless insurers will want providers to take more risk for utilization and prices. Providers may prefer to take risk rather than accept pricing limits hoping that they can implement effective utilization and cost controls on their own. It seems that no matter what eventually occurs with healthcare reform, hospitals will have to become very innovative in lowering their costs.

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The Unintended Consequences of Healthcare Reform

The Unintended Consequences of Healthcare Reform

(that are never properly considered)

Two healthcare reform proposals have dominated the debate to date; the public option and how to finance the additional cost for universal coverage. However, there are some other significant changes in the House Bill that the general public would find hard to understand that would nevertheless dramatically change the healthcare system if passed.

The new Health Commissioner that will oversee the Health Choices Administration will have enormous powers over the new healthcare exchange and private QHBPs (qualified health benefit plans). The healthcare exchange will act much as the Massachusetts Connector and provide a marketplace for individuals and small employers to purchase insurance. In essence, it will allow individuals and small employers to increase their purchasing power by forcing insurers to put them into large risk pools.

Some of the requirements in the House Bill for QHBPs are as follows:

  • May not consider pre-existing conditions
  • Guaranteed issue and renewability
  • Premium rate variability:
    • Age – limited to 2-1 ratio from most expensive age group to least expensive
    • By area
    • By family make-up; ratio to individual premium must be consistent
  • Parity in mental health and substance abuse benefits to medical benefits
  • Must meet minimal medical loss ratio established by Commissioner; if does not meet it must make a refund to subscribers
  • No annual or lifetime limitations
  • No deductibles or co-pays for preventive services
  • Limit to annual out-of-pocket expenses; $5,000  per individual, $10,000 per family
  • Basic plan benefits must cover 70% of the expected cost of healthcare for the population; enhanced plan must cover 85% and premium plan must cover 95%

Some of the powers of the Health Commissioner are as follows:

  • Commissioner has right to determine adequacy of network and force an insurer to pay in-network rates where their contracted network is deemed inadequate
  • Commissioner can adjust premiums revenues among plans to adjust for adverse selection
  • Under the public option, the provider payment mechanisms and policies may be changed from the Medicare methodology to include patient-centered medical home and other care organizations, value based purchasing, bundling of services, differential payment rates, performance or utilization based payments, partial capitation, and direct contracting with providers.

 

                The Unintended Consequences of Healthcare Reform – #1
                The Unintended Consequences of Healthcare Reform – #2
                The Unintended Consequences of Healthcare Reform – #3 Part 1
                The Unintended Consequences of Healthcare Reform – #3 Part 2
                The Unintended Consequences of Healthcare Reform – #4

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A Response to President Obama’s Call For Good Ideas

On Wednesday night, President Obama called for ideas to improve the proposals in Congress to reform healthcare. Taking him at his word, I propose the following for healthcare (not simply health insurance) reform.

My Foundational Premises:

Let me first state the two critical foundational premises that inform my proposals.

First, I don’t think that personal health records or electronic medical records will bring any cost savings to the system. I note that some of President Obama’s advisors agree. In any event, absent 100% inter-operability, PHRs and EMRs will always hit the “End of the Line”, to quote the Traveling Wilburys, most likely when a physician is in urgent need of the information. The only entity in the U.S. that can guarantee anything approximating 100% deployment is the Federal government, the most obvious example of which is the Social Security account.

Second, I think the HSA concept is a good one. Consumerism pervades every aspect of the American economy except for those health care services for which Medicare has established a fee. In contrast, consider how Americans shop for plastic surgery, cosmeceuticals, alternative therapies, and organic foods. I believe that training consumers to make unique value decisions in health care purchases is a good and necessary idea. Even when the tax-deductibility of employer-sponsored health benefits inevitably crumbles (the only real way to pay for reform), I think a tax-advantaged Health Savings Account is good policy.

My Plan:

I know that a good political plan should be summarized in three points, but healthcare merits a few more. Hence, the following eleven points represent a direction that the Federal government could take that would at once be palatable to a majority of working Americans, reap long-term cost-savings and other benefits such as allowing Americans to retain decision-making power over personal healthcare decisions and immediately incentivize the healthcare financing and delivery system to deliver far more value for the money.

  1. Couple the issuance of a Social Security card to newborns with a tax-advantaged HSA and a PHR.
  2. Similar to Senator Kerry’s proposal in the 2004 Presidential election, purchase a 25-year term catastrophic insurance policy for the child at birth.
  3. Deposit $2,000 per year into the HSA for preventive care.
  4. Marry SCHIP reform/expansion with those HSAs to deliver preventive care, specifically to incorporate CDC guidelines. Between preventive care and catastrophic coverage, we can cover the vast majority of every child’s healthcare needs.
  5. At age 18, allow the child to convert the balance of the HSA into a 529 account for college expenses.
  6. At age 24, “sweep” the balance of the account, if any, into the now-adult’s Social Security account and purchase a new 40-year catastrophic policy.
  7. For adults, a call for personal responsibility is critical – the healthcare delivery system is only 10% of the issue, while behavior and genetics are each more than 30%. For the 30%+ that is behavioral, ERISA should be amended to allow employers flexibility to provide incentives, but not penalties, for improved health behaviors. For the 10% that is related to healthcare purchasing, knowledge is power, and price/cost transparency is necessary to allow consumers to evaluate the value of the care that they need.
  8. The hardest issue, but perhaps most crucial, is the need to address the employer-sponsored tax benefit in a rational fashion so that the consumer/patient is incented to control the costs. The most likely positive unintended consequence of reform is the behavioral change that price/cost transparency would bring.
  9. Repeal of the McCarran-Ferguson Act is essential to health insurance reform. It is widely cited that Medicare’s administrative costs are lower than those of commercial insurers. CMS obviously has the benefits of scale that allow a lower administrative cost as a percentage of dollars paid. The critical fact in comparing CMS to United or Aetna or Wellpoint is that CMS does not have to follow state insurance regulations, which allows it to administer a global budget with one adminstrative team. In contrast, insurers with multi-state operations have tremendous duplication of the same essential function, which is required to comply with differing state requirements. It may seem counter-intuitive to Republicans to federalize the oversight of the insurance industry to eliminate the barriers presented by state-to-state regulation. In a sense, it is a restriction of state authority; in another sense, it is deregulation. Wise regulation can level the playing field across states for private players to compete at an administrative cost level with each other and with CMS.
  10. Address the issue or pre-existing conditions.  Whereas the President seems to believe his version of the reforms will make them a non-issue, Republicans must address this one issue that resonates with most tax payers. If federal oversight is in place, and barriers to interstate competition lowered, wider risk pools will be available to the average consumer, thereby spreading the coverage cost over a larger base. In any event, pre-existing conditions cannot be allowed to prevent Americans from obtaining affordable insurance coverage.
  11. To date, Washington has focused almost no attention on the healthcare delivery side, which is the most complicated aspect. For starters, carefully analyze the 747 hospitals celebrated by The Hospital Value Index™, which should rightfully be the models of healthcare delivery reform, not just Mayo, the Cleveland Clinic and Intermountain. These examples routinely cited by the White House as models of reform cannot be replicated, mostly because they are geographic or demographic outliers. There are literally hundreds of hospitals delivering great value — go find them, find their commonalities, and start there.

A few concluding thoughts:

The White House, and particularly Peter Orszag at the OMB, are fixated on Dartmouth Atlas, which uses 2005 Medicare data as a prescription for reform. As we have demonstrated in our analysis, a “GPS” approach that evaluates the most recent all-payer data is much more insightful than an Atlas.

Elements of this plan do not provide immediate coverage for all uninsured, but it could be adapted to “grandfather” in every person in the U.S. who is under 18 at the effective date of the plan. It would, however, provide a much more targeted program than SCHIP, presumably at a lower cost. My belief is that the combination of a distinctly Democratic concept (Social Security) and an equally distinctly Republican concept (HSA) would allow a truly bipartisan solution.

I keep waiting for a call for shared sacrifice from Washington; instead, all of the bills or proposals shelter labor from any sacrifice in insurance reform. Health reform for all must mean ALL, not everyone except organized labor. As George Will suggests, we will all be much better off when 7% of the workforce stops making all the rules.

All of this requires more thought and discussion, but I think it is fairly reasonable.

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Thoughts on the Healthcare State of the Union

I will give the President his due – he is a magnificent speaker, on par with Clinton, Reagan, Kennedy and Lincoln as one of the greatest orators in American history. However, the task before the country is to reorganize almost 20% of the United States economy in 90 days to preserve our economic stability, so extraordinary oratory is not enough. With that, a few thoughts from a healthcare businessman, not a politician, on tonight’s speeches:

  • Is it possible for Republicans to be more tone deaf than to have a cardiac surgeon from Louisiana give a response to the President’s address? Maybe they thought Dr. Kevorkian would give a rebuttal. Is malpractice reform really the best Republican idea? At best, it is a 1% solution to the issues before us. As to rationing, it already happens, even if subtle ways. Cardiac surgery is not one of those subtleties – cardiac surgeons are not famous for performing bypasses on indigent patients.
  • President Obama spoke for almost an hour and talked almost exclusively about health insurance reform. Does it concern you to think that it takes an hour tonight, in addition to most of August, to talk about insurance reform? Insurance reform is the easy issue for the American citizens – perhaps no other issue in the history of polling is so heavily slanted as it is against the insurance industry. If it takes all year to address the low-hanging fruit, how will Congress ever understand healthcare delivery? For a guess, see the first bullet above.
  • As to the insurance reform suggestions, it sure sounds poll-tested – no caps on lifetime coverage (who pays for that?), no denials for pre-existing conditions, etc. Do Congress and the White House really think that the insurance companies will fail to pass the proposed taxes and incremental costs onto the policyholders?
  • We will discuss in much more detail next week our “747 concept”. For now, we beg the White House to expand their search for examples of what is right and replicable about healthcare value. Professor Nicholas John Spykman once said, “Geography is the most fundamental factor in the foreign policy of states because it is the most permanent. Ministers come and ministers go, even dictators die, but mountain ranges stand unperturbed.” The theory of geography as destiny applies to healthcare, too, as does demography. Intermountain Healthcare has done some really innovative things, and Brent James, M.D. is well-regarded, but much of Intermountain’s success is due to a largely homogenous, if not teetotalling, population.
  • When did the cost of health insurance for Congress become the benchmark for “affordable”? Is that compared to plans for union members?
  • The President firmly stated that the public option has to be self-sustaining from premiums? History suggests how that works – lower premiums=fewer benefits. The public example is CoverTN; the private examples are often fined by insurance regulators for misleading consumers on the amount of the benefit. History also suggests that government sponsored plans are subject to lobbying for increased benefits, which usually become unfunded mandates. If the public option has to pay for itself from premiums, and Congress establishes minimum benefits, then premiums increase, right?
  • In speaking on healthcare for an hour, the President mentioned value only once.
  • In speaking on healthcare for an hour, the President never mentioned individual behavior or personal responsibility, except for the proposal to require everyone to obtain healthcare coverage like auto liability coverage. Anyone notice that was one of the three times (the others being malpractice caps and no federal funding of abortion) that the Democratic side of the chamber sat on their hands?
  • The President called out Alabama as the example of a state in which a single insurer dominating a market, with the clear inference that less payer competition is worse for Americans. The Hospital Value Index™ study suggests just the opposite of what the President stated  – higher value markets are usually characterized by less competition on the payer side, whereas lower value markets are often characterized by more competition on the payer side.
  • Finally, the President finished with a predictable appeal to Senator Kennedy’s legacy. Two things come to mind: First, watching Speaker Pelosi glowing while hearing the stirring tribute to Senator Kennedy was ironic, given that she appears to have failed to grasp his legislative genius. History suggests that Senator Kennedy would take as much ground on healthcare reform as he could get this year, and return next year to fight for more. That stands in stark contrast to Speaker Pelosi’s stance that there is no bill without a public option. Second, as to the President’s remarks regarding Senator Kennedy’s appeal to morality, if we have learned anything in this country, isn’t it that morality as the foundation for government policy is built upon sand? Wasn’t morality the underlying justification for the idiocy regarding death panels? We might be better off if both parties left morality to the church, as the separation of church and state suggests.

So, now the hard work begins. The good news is that there are 747 hospitals that are exemplars for healthcare reform, and next week, Washington will know who they are.

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The Value Decision in the US and Canadian Healthcare Systems

The focus of the public healthcare debate has predominantly been about the pros and cons of the “robust public option”. Critics say that it will turn the US healthcare system into a Canadian like government run healthcare system (single payer – private providers).  They go on to describe long waiting lines for tests and surgeries that eventually are performed in old inadequate facilities.

Native defenders of the Canadian system are firing back at American critics. These Canadians defenders refute the allegations that there are long waiting lines for elective services, that many Canadians come to the US for care they cannot get or wait to receive in Canada, and that Canadians are unhappy with their system. They have some impressive statistics from a government study (Healthy Canadians: Canadian government report on comparable healthcare indicators) that back their arguments.  

  • The median wait time in Canada to see a specialty physician is a little over four weeks with 89.5% waiting less than 3 months.
  • The median wait time for diagnostic services such as MRI and CAT scans is two weeks with 86.4% waiting less than 3 months.
  • The median wait time for surgery is four weeks with 82.2% waiting less than 3 months.
  • The median wait time in Canada to see a specialty physician is a little over four weeks with 89.5% waiting less than 3 months.
  • 85.2% of Canadians reported that they were “satisfied” or “very satisfied” with the way health care services are provided in their country and an even higher number (89.8%) rated their physician in the same way though slightly lower ratings were awarded to hospitals (79.9% being “satisfied” or “very satisfied”).
  • Only an estimated .5% of Canadians get their care in the US (Canadian National Population Health Survey Study).

 

People in the US may be able to get services faster than described above, but for many people getting insurance authorization for different procedures increases the waiting time closer to what Canadians experience. It is also doubtful that the extra wait times in Canada are significant to their clinical outcomes.

In the hyperbole of the debate however, the real difference in the US and Canadian systems is being missed. A 2005 report  by the Canadian Institute for Health Information (Medical Imaging in Canada) comparing MRI and CT utilization in the US and Canada highlights the real differences in the two systems.

The U.S. performed more than three times the number of MRI exams, reporting 83.2 MRI exams per 1,000 population in 2004–2005, compared to 25.5 in Canada and 19.0 in England. When comparing CT exams per population, the U.S. performed nearly double the exams, with 172.5 CT exams per 1,000 population, compared to 87.3 in Canada (Medical Imaging in Canada; Canadian Institute for Health Information).

 A very old study shows a similar pattern for coronary artery bypass surgery (Use of coronary artery bypass surgery in the United States and Canada. Influence of age and income; Institute for Clinical Evaluative Sciences, Ontario, Canada 1993)

There is little doubt that there would be similar findings with other clinical services. The real debate then should be about the value of the “extra” tests and procedures being done in the US, who should decide what is valuable, and who is going to pay for those decisions? Currently, physicians and their insured patients decide what is valuable and then send the bill to the government or their employer who have little to no say in the decision. This is the most untenable of situations. Demand for services far outstrip the value they produce. A popular number in the literature is that 30% of all healthcare services provided in the US are unnecessary.

 In a single payer system run by the government, the government is going to decide what is valuable. In a true free market system, the patient decides with advice from his or her doctor and then pays for that decision. As employers cut back on insurance benefits for their employees and in the absence so far of a significant government takeover, the US is moving toward the free market approach by default.  No matter whether the US moves toward a free market system by default or a single payer system by law, the utilization of elective healthcare services per capita is going to eventually decline and that is something providers better start considering in their long term future plans.

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2009-2010 HospitalValueIndex™ Findings – TeachingHospitals

Headline: For Routine Care, U.S. Teaching Hospitals Provide Similar Value to Non‐Teaching Hospitals

 

pdf   2009-2010 HospitalValueIndex™ Findings

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The Wheelchair Chronicles, Part III: Why Price Is a Component of Value

In response to our post Lost in D.C. with The Dartmouth Atlas, Jonathan Skinner of Dartmouth responded in part that “patient charges…, unlike Medicare payments, are imaginary – no one actually pays them.” I responded,“Nothing could be farther from the truth”.

The mere thought that price is irrelevant is a curious one, especially coming from an economist. Price always matters in a value discussion, whether you are in Tiffany or a Turkish bazaar.

As it relates to healthcare, price matters a great deal. The number of consultants advising healthcare providers on setting charges, aka price, would rival the army of a Nordic country. If price does not matter, then there would not be any managed care agreements based on a percentage of charges. If price does not matter, there would not be differences of as much as 1,000% between markets for the same basket of healthcare goods.

Not only does price matter, but it also tragically has a disproportionate impact on the uninsured, who do not have the benefit of group purchasing to negotiate a lower price. Regardless of your view of the politics of healthcare reform, it is stunning that a Democratic White House and Congress do not grasp this elementary principle. Equally stunning is that Republicans advocating for a free-market economy do not realize that price transparency is a fundamental requirement.

What is inexplicable in my experience of the wheelchair is that there can be more than one “price” and that it can be higher at the distributor level (WheelChair Professionals) than at the retail level (MobilityCo). For more musings on that concept, see Part IV.

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A Call for Sacrifice by the People, for the People

I had the opportunity to spend a few minutes with a United States Congressman yesterday and discuss healthcare reform. From that discussion, as well as numerous media accounts, I think it is clear that the American people are frustrated in a deeply authentic way with what is happening, or not, in Washington D.C.

Is healthcare reform central to the long-term fiscal and economic health of the United States? I am sure it is – $37T (present value) of unfunded Medicare liabilities is simply unfathomable. Yet today’s healthcare debate in Washington, D.C. is focused on “just” $1T.

Maybe the American people don’t understand the intricacies of healthcare reform, and maybe they don’t even care. However, I believe that they are smart enough to know that fixing a problem as big as healthcare will require that everyone make sacrifices.

Maybe the American people do know in their hearts and in their expanding guts that they are to blame, and maybe they want to be inspired by someone who can help them to remedy their mistakes. Maybe the American people know there is no free lunch on healthcare reform, and maybe they know that they could skip a meal or two anyway. Maybe they are really angry because the Government of the People is not being candid with the People.

Maybe the anger and anguish of August is that the American people know that the medicine of healthcare reform does not come in grape or bubblegum flavors or in a tablet that dissolves on the tongue. Maybe they know the medicine will be very hard to swallow, and maybe it will make some people sick. Maybe they simply want leaders in the White House and Congress to tell the truth, the whole truth, and nothing but the truth.

What if they are prepared for that? What if, as citizens of the greatest nation in the world, they just need to be asked?

Have we had the discussion of whether healthcare is an unalienable right? No. Should we? Probably. Will we? Probably not.

Even so, in the history of this great nation, when called to sacrifice for the greater good, the American people have proven to be without peer. Do we still have it in us? Do we possess the character of the “Greatest Generation”?

I am not certain, but I won’t ever know unless someone calls the question. Where are the leaders? When will they call for sacrifice by the People, for the People, and for this great nation?

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The Wheelchair Chronicles, Part II

Is It Worth It?® – The $39,952.80 Wheelchair

As referenced in Part I, I was a bit of a Pollyana in thinking that dealing with United would be merely difficult. In hindsight, I was wrong.

Going in to the process, I had reviewed my policy, and I knew that the benefits were limited to $2,500. It was with great trepidation that I accompanied my wife and son to the wheelchair clinic on September 15, 2008.

As you will see in the Delivery Ticket, the company that delivered the wheelchair (referred to herein as MobilityCo) said that my estimated co-pay was $0. To say that I was surprised was an understatement, but I happily signed. You will also see that the total retail price for the wheelchair was $22,466. More on that later.

In October and November 2008, United denied the claims for the wheelchair because “under the plan, notification was required but not received” and, as a result, “the patient may not be billed for the declined amount”. This would appear to be contrary to the Authorization Letter from United stating that “you have met the notification requirement and no further action is needed at this time”.

 The attached and redacted Explanation of Benefits contains the heart-warming words “This is not a bill”. You will also see on page 1 that United instructed me to “Pay your provider(s) when they bill you” a total of $24,409.34, for three separate claim numbers. On page 3, you will see that United paid $2,500, which was what I had expected. In the column titled “Originally Billed by the Provider”, you will see that the total of the three claims comes to $39,952.80.

 So, for those keeping score at home, the tally is as follows:

  • Delivery Ticket Retail Price: $22,466
  • Per the December 2008 EOB, my portion after United pays its $2,500 benefit: $24,409.34
  • Charges billed to United: $39,952.80

 The mind reels as the process of deciphering the puzzle begins. How can it be that, after United has paid $2,500 toward a Delivery Ticket retail price of $22,466, I owe $24,409.34?

As this happened during the holidays, I decided to wait until someone from MobilityCo called me to discuss how I could owe them more money after United had paid $2,500 than I did before. Imagine my surprise when they did not call in January…or February.

In March, I called MobilityCo. I spoke with three different people before being directed to a man I will call John (not his real name). I told John that the EOB from United indicated that I owed about $24,000 and inquired whether I could set up a payment plan. You can imagine my shock when John told me that I did not owe anything.

I asked John if he was sure, and he said that he was. When I asked John who else I might owe, he assured me that I did not owe anyone, including WheelChair Professionals. I had not heard of WheelChair Professionals and inquired about them. John told me that they handled the claim with United. More on that later…

 A bit perplexed, I hung up and thought, fleetingly, that I had won the equivalent of the lottery, but I still had nagging doubts. So, I called John back a few days later. Once again, John told me that I did not owe anything. On this call, John mentioned that MobilityCo had been paid about $9,000 in December, and they were happy with that. I asked again about WheelChair Professionals and whether I might owe them, and John once again assured me that I did not.

I remained perplexed, so much so that I shared the story with a couple of friends. One of them suggested that I call John back and get a copy of the invoice. As you see, the Statement shows a zero balance.

At this point, I should mention that I had not said anything to my wife about this, from the October EOB to the receipt of the invoice from MobilityCo showing a zero balance. As you might imagine, it would be awkward for a healthcare executive to explain to a spouse that the family might owe $24,409 or $0 or something in between for a wheelchair. Someone in the industry should be able to figure that out, right?

Even so, after three conversations with John and receipt of the invoice showing a zero balance, I broached the subject with my wife over dinner on a Friday in March, telling her that MobilityCo had repeatedly assured me that we owed nothing. In hindsight, I spoke too soon.

The following Monday, John called my wife at home demanding payment for the wheelchair. John then called me, demanding immediate payment of $16,758.20. I reminded John that he had told me three times in the previous 15 days that I owed nothing. He responded that United had discovered that it overpaid WheelChair Professionals and had then recouped it. In turn, WheelChair Professionals had recouped the overpayment from MobilityCo. Notice that the EOB says United had paid $2,500, but WheelChair Professionals had initially received at least $16,000 more than that.

My suspicions aroused, I asked John who had actually bought the wheelchair –MobilityCo or WheelChair Professionals? John answered that he thought that WheelChair Professionals had, but WheelChair Professionals said that MobilityCo had to buy the chair. I asked how MobilityCo could be in the wheelchair business and not know whether or not they bought the wheelchair. John answered that MobilityCo had just begun working with WheelChair Professionals and had not figured out how everything worked. So, I asked John, did MobilityCo think that they had received payment of $9000 in December to order the wheelchair and deliver it to us? After a too-long silence, John admitted that they did. No wonder, I told him, that they were so happy – getting paid $9,000 to order a wheelchair and spend 2 hours delivering it sounds like a good business.

To date, MobilityCo has received $18,500 of the $19,258.20 that they billed me (after they billed me $0) – $2,500 from United, $2,000 from MDA, and $14,000 from me. I have been blessed to have the resources to pay 95% of the bill that I received, even though that bill is different from the Delivery Ticket that I signed or the EOB detailing what I owed or the charges that WheelChair Professionals submitted to United. I have also been blessed with a platform to describe the abuses or incompetence or both (your choice) of the system in the hopes that reform might really occur.

Is It Worth It? In an economic sense, clearly not. Perhaps my experience is a twisted version of the laws of supply and demand, but it is obviously not an example of value principles operating in a market. In an emotional sense, yes. The freedom that the wheelchair gives my son is priceless to him.

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