Health care efficiency in the U.S.: strep throat test
A friend from graduate school visited this weekend with his three kids. Before they departed, I began to feel my throat getting sore. Yesterday the parents called to say that one of the children had tested positive for strep throat. I called my primary care physician to find out what I should do. His assistant returned my call three hours later, referring me to a lab affiliated with a local hospital. I visited the lab, handing over a health insurance ID card (required by law now in Massachusetts). I would have expected the hospital’s IT system to be able to grab my address and phone number from the insurance company’s IT system, but instead I was asked to hand-write a one-page form with this information. Meanwhile the clerk searched among a stack of 30 or so FAXes that had come in that day, trying to find one from my doctor with my name on it. After she’d found the test order, she started entering my contact and insurance information into the hospital’s IT system. She made multiple transcription errors, necessitating two reviews by me. I was presented with a full page of fine print in which I signed away various legal rights to privacy. The clerk said that without this they would not be able to disclose the test results to my doctor. Nor do they ever disclose test results to a patient. So a patient who refused to sign the form would end up getting tested and the results would never be useful to anyone. The paperwork took about 30 minutes to complete.
The strep test itself was done fairly quickly after the paperwork was done and I walked out, having been told to call my doctor’s office the next day for the results.
I called the doctor today and the phone menu said “Press 1 if you are having a medical emergency or need to talk to your doctor’s office”. I pressed 1 and got a busy signal, then was disconnected. I called again and repeated the process. I was disconnected again. I called a third time and pressed 0 for the operator and explained the situation. She said that my doctor was out today and I should call again the next day. I explained that I had been told to expect this and that anyone else in the office should be able to retrieve the test results and read them. She said that someone would call me back. About 20 minutes later, a different physician’s assistant called me back to say that the “quick strep” test was negative but that they were still waiting on the throat culture test, which had been started in parallel. I asked how long the quick strep test actually took. She said that she had no idea. I looked it up on the Web and the answer turns out to be less than 15 minutes. So it took 21 clock hours to get the results of a test that takes 15 minutes. Two FAXes were sent and at least three additional pieces of paper were consumed; six voice phone calls were placed.; roughly 60 minutes of patient time was consumed, not including driving to/from the lab.
I would say that this incident demonstrates one point from my health care reform plan: “As the health care industry has never been competitive, nor had any incentive to control costs, we have no idea how much American health care could or should cost.”
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