SEATTLE - Thousands of Group Health members are discovering they can't pay cash for their co-pays or prescriptions. It's caused by a glitch in a new computer system that was launched November 1.
The problem affects more than 600,000 Group Health Cooperative members visiting the 26 clinics and health care centers around Washington.
Peggy Love is frustrated after being told she could not pay for her prescription at Group Health's Capitol Hill campus.
"I said can I pay now because this is the second time this week I have been in there. They said 'no, not yet,'" she said.
She is not alone.
More than 600,000 Group Health members are unable to pay their co-pays or medication bills in person due to a glitch in a new software system.
"They don't have it aligned yet and so I said this is getting kind of ridiculous because the bills are starting to pile up," said Love.
On Nov. 1, Group Health launched the last phase of a seven-year, $60 million technology upgrade.
The new system includes online medical records and internet appointment booking.
One key element - the new billing system has a problem. Group Health officials are well aware of it.
They spent the past few months testing a new computer software system. The computer upgrade involves allowing patients to view their medical records online and a new web-based appointment system. Officials say everything is working as planned but they had to delay the bill paying system because they discovered a glitch during the testing process.
"One part of the system wasn't ready," said Dr. Matt Handley, who's in charge of quality and information systems for Group Health.
So for now, patients have to wait.
"We have had to send a bill in the mail and we are sorry for that. We recognize it's an inconvenience for the patient. We are working hard to fix that," he said.
Still, some members say they'll keep a close eye on any Group Health bills, just in case.
"Do you think they will get it all right, they will bill the right people the right amount? This is sort of like the government, does the government ever get it right?" said Love.
Group Health says the new system will help simplify bills and cut costs. Health officials are working with the software developer to come up with a permanent fix. Until then, they promise patients that they will get accurate bills in the mail.
