Persistence of Provider Directory Inaccuracies After the No Surprises Act

AJMC November 7, 2024
Simon F. Haeder, PhD, MPA, Jane M. Zhu, MD, MPP, MSHP

Relying on a 2-stage secret shopper survey, the authors found that inaccuracies in provider directories often persisted for well over 1 year.

ABSTRACT

Objectives: Provider directory inaccuracies have important implications for care navigation and access as well as ongoing regulatory efforts. We assessed the extent to which identified provider directory inaccuracies persisted across 7 specialties (cardiology, dermatology, endocrinology, gastroenterology, neurology, obstetrics-gynecology, primary care) and 5 carriers in the Pennsylvania Affordable Care Act insurance marketplace.

Study Design: A secret shopper survey recontacted inaccurately listed providers (N = 1802) between 403 and 574 days after they were identified in an earlier secret shopper survey.

Methods: Descriptive analyses, with tests of proportion and t tests to assess whether differences across carriers, specialties, and geographic locations...

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