Patients encountered billing issues, long wait times and medication disruptions after UnitedHealth went on a physician practice buying spree in the Hudson Valley, according to results of a survey released Thursday by Congressman Pat Ryan.
The Democratic lawmaker, who represents parts of the Hudson Valley, launched an inquiry into UnitedHealth subsidiary Optum after getting complaints from constituents that health care went downhill when the company acquired multiple practices in the region. Optum bought CareMount Medical, which had 2,100 doctors, in 2022, and quickly snapped up Crystal Run Healthcare’s 400 physicians just one year later.
The mass acquisition led to worse access to health care and increased costs, according to the survey, which was conducted online among more than 1,800 patients. The report is limited in that it includes only voluntary responses and relies on testimony from anonymous patients. But its findings highlight concerns from federal officials related to UnitedHealth’s strategy of buying up scores of physician practices; the health insurance giant is facing an antitrust probe that opened last year over its acquisitions, which some say quash competition and worsen access to care.
“The volume of responses, the specificity of issues and the frankly heartbreaking stories involved are unlike anything I’ve seen in my time in Congress,” Ryan said in a statement. “I’ve heard from disabled children unable to get treatment. Mothers waiting almost a year for a cancer diagnosis. Families sent into debt because of overcharges for treatments never even received. All so the largest health care company in the world can continue to make record breaking profits.”
Dr. Jonathan Nasser, president and regional chief medical officer of Optum Medical Care, said that the company remains “dedicated to advancing health care in the Hudson Valley.”
“We understand the frustrations some of our patients have been experiencing and are working to make necessary improvements,” Nasser said, adding that the company is advancing telephone systems, billing processes and appointment availability and has teams dedicated to scheduling and medication refills. Optum has also ramped up its physician recruitment efforts, he said.
More than a third of survey respondents said that customer service has worsened under Optum’s management, with the most common complaint being that they couldn’t get a doctor on the phone. Patients said it can take weeks to get a doctor on the phone to answer questions about basic lab results or medication refills, and one said that they started scheduling appointments just to talk to a physician in person.
Additionally, 25% of respondents said they received an inaccurate medical bill since Optum took over, according to the survey. One patient reported waiting more than a year to receive a $660 refund for a billing mistake.
Ryan said he will submit the full survey results to the Department of Justice, the Department of Health and Human Services and the Federal Trade Commission for further investigation and immediate action.
“We look forward to reviewing the constituent survey information from Representative Ryan and continuing to work with policymakers at all levels of government to achieve our common goal of providing the highest quality patient care for the people and families we’re privileged to serve,” Nasser said.
