Of course, complaints about outdated provider lists and delays in getting a doctor's appointment were common long before the healthcare law was enacted. But some experts worry the influx of newly insured patients and the cost-cutting strategies of health plans may further strain the system.
Maria Berumen, a tax preparer in Downey, was uninsured for years because of preexisting conditions. The 53-year-old was thrilled to find coverage for herself and her husband for $148 a month after qualifying for a big government subsidy.
She jumped at the chance in early January to visit a primary-care doctor for long-running numbness in her arm and shoulder as a result of bone spurs on her spine. The doctor referred her to a specialist, and problems ensued. At least four doctors wouldn't accept her health plan — even though the state exchange website and her insurer, Health Net Inc., list them as part of her HMO network.
"It's a phantom network," Berumen said.
It was no surprise to her family doctor, Ragaa Iskarous. She has run into this problem repeatedly with other patients in the last month, the doctor said. "This is really driving us crazy."
Berumen said she was seen by a neurosurgeon Thursday — after state regulators intervened on her behalf.
Insurers say they are working hard to resolve customers' problems as they arise, and they continue to add physicians to augment certain geographic areas and medical specialties.
"Any huge implementation like this comes with a lot of moving parts," said Health Net spokesman Brad Kieffer. "There is a learning curve for everyone, and we expect as time goes on these issues should dissipate."
Looking to head off potential problems, government regulators and patient advocates are pushing for tougher rules to ensure health plans provide timely access to care.