AMA January 19, 2022
While patients use a variety of search engines, doctor-rating websites and social media platforms to find physicians that suit their needs, they often turn to health-plan directories to make the final decision. Patients rely on directories to identify clinicians based on specialty, location, hours and health-plan participation. They also look to directories for information on languages spoken, special skills and experience, the availability of telehealth or LGBTQ+-friendly services.
But too often directories contain erroneous or outdated information. This can lead to patient frustration, delays in care, or unexpected out-of-pocket expenses. In fact, a 2020 Health Affairs study, “Incorrect Provider Directories Associated With Out-Of-Network Mental Health Care And Outpatient Surprise Bills,” showed that 53% of patients searching for such care...
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