Arizona AG questions Gilbert Hospital's use of 'always in-network' slogan

Gilbert (Ariz.) Hospital faces inquiries from Arizona's attorney general following consumer complaints of billing practices, including the hospital's previous use of the catchphrase, "always in-network" for emergency services, according to The Arizona Republic.

Gilbert, which has fewer than 24 inpatient beds and focuses on emergency services, said it discontinued the motto in 2015. Because the ACA requires insurers to cover emergency care at out-of-network facilities, Gilbert has not contracted with many health insurers in recent years, according to the report. However, co-payments, coinsurance and deductibles may be higher for emergency services for out-of-network plans.

Arizona Attorney General Mark Brnovich investigated a "handful" of consumer complaints regarding Gilbert's billing. The Arizona Republic previously reported on one complaint involving a family who received a bill totaling roughly $5,000 for emergency services rendered to a 12-year-old girl last year. Veronica Ellis, the girl's mother, told the publication Gilbert officials said they accepted the family's insurance plan. Ms. Ellis also referenced a saying on the hospital's website – "You are always in-network at Gilbert Hospital" – which appeared in another version on the family's bill.

However, Ms. Ellis' Golden Rule Insurance plan was out-of-network with Gilbert, and as a result the plan's $5,000 deductible doubled to $10,000, the report states. The hospital agreed to pay half of the family's bill due to the confusion.  

In response to consumers' complaints, a Gilbert attorney sent a letter to Attorney General Brnovich last month stating the hospital's slogan was "neither misleading nor deceptive," but may have "contributed to unnecessary confusion," according to The Arizona Republic

The hospital has started contracting with commercial payers, including Blue Cross Blue Shield of Arizona, the report states.   

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