A stunned doctor says she was interrupted mid-surgery by a health insurance provider demanding to confirm whether a cancer patient who just underwent surgery indeed qualified for an overnight stay, leaving the doctor baffled by the interaction.
“It’s 2025 and insurance just keeps getting worse,” comments Austin, Texas-based plastic surgeon Dr. Elisabeth Potter in the video going viral on X.
Dr. Potter goes on to explain she’d been performing surgical procedures on patients when she received a call inside the operating room from United Healthcare demanding he call them right now.
“I just did two bilateral DIEPs and two bilateral tissue expanders for patients, and I’ve never had this happen before, but during the second DIEP, I had a phone call into the operating room, saying that United Healthcare wanted me to call them about one of the patients who was having surgery today, who was actually asleep having surgery… and you know, said I had to call right now.”
“So I scrubbed out of my case, and I called UnitedHealthcare. And the gentleman said he needed some information about her, wanted to know her diagnosis, and whether her in-patient stay should be justified.”
The stunned doctor says she shot back, “Do you understand this? She’s asleep right now and she has breast cancer.”
“And the gentleman said, ‘Actually, I don’t, that’s a different department that would know that information.'”
Dr. Potter says she proceeded to approve the patient’s overnight stay, telling the rep, “you have all the information with you because I got approval for this surgery, and I need to go back and be with my patient now.”
“Insurance is out of control. I have no other words,” Dr. Potter concluded.
The breast cancer surgeon’s frustration comes as the nation grapples with ongoing concerns about skyrocketing health insurance costs and patient neglect following the recent assassination of UnitedHealthcare CEO Brian Thompson.
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