I have had several recent examples where the patient has expected to have 100% coverage for inpatient or post acute coverage because it was information they received as an inpatient from the case manager, social worker, or other clinician who had reviewed the notes in Healthlink. Once the patient is discharged, we receive feedback from the patient/family that they are being asked to pay higher charges and co-pays…and they are refusing to pay or wanting UWHC to be accountable in some way.
I have asked the Resource Center staff to begin documenting this disclaimer in Healthlink when they are quoting benefits to you - so all clinicians are aware. I would encourage you to also include this message when you are discussing benefit information with patients/families. Let me know if you have questions/concerns.
"The insurance coverage noted is the patient's benefit as explained to us by the patient's insurer. Please inform the patient this is not a guarantee of benefits. The patient should be encouraged to contact their insurance company if they want to verify their benefits and any patient responsibility for the services provided."