Table 1.
Descriptive summary of patient reported complaints for LARC* removal from the Zika Contraception Access Network (Z-CAN) post-program, September 2017–February 2020.
| Complaint characteristic | Total N = 63 n (%) | Implant N = 44 n (%) | IUD N = 19 n (%) |
|---|---|---|---|
| Clinic type | |||
| Private practice/other± | 62/63 (98.4) | 44/44 (100.0) | 18/19 (94.7) |
| Community Health Center | 1/63 (1.6) | 0/44 (0.0) | 1/19 (5.3) |
| Patient complaint reported | |||
| Potential LARC removal charge§ | 48/63 (76.2) | 36/44 (81.8) | 12/19 (63.2) |
| LARC removal charge§ | 7/63 (11.1) | 5/44 (11.4) | 2/19 (10.5) |
| Z-CAN physician not available for LARC removal | 8/63 (12.7) | 3/44 (6.8) | 5/19 (26.3) |
| Determination after patient complaint investigation | |||
| Appropriate charge for other services | 5/63 (7.9) | 4/44 (9.1) | 1/19 (5.2) |
| Inappropriate charge for LARC removal | 45/63 (71.4) | 33/44 (75.0) | 12/19 (63.2) |
| Z-CAN physician relocated, closed clinic/practice, changed scope of practice | 11/63 (17.5) | 7/44 (15.9) | 4/19 (21.1) |
| Z-CAN physician not available for timely LARC removal | 2/63 (3.2) | 0/44 (0.0) | 2/19 (10.5) |
| Recommended actions by Z-CAN program# | |||
| Follow-up call with physician to review Z-CAN protocol and Memorandum of Agreement | 52/63 (82.5) | 39/44 (88.6) | 13/19 (68.4) |
| Refund patient for inappropriate charge | 6/63 (9.5) | 4/44 (9.1) | 2/19 (10.5) |
| Refer patient to another Z-CAN physician for LARC removal | 7/63 (11.1) | 6/44 (13.6) | 1/19 (5.3) |
| Refer patient to Z-CAN safety net physician for LARC removal | 20/63 (31.7) | 11/44 (25.0) | 9/19 (47.4) |
| Resolution | |||
| Patient not charged for LARC removal | 29/63 (46.0) | 23/44 (52.3) | 6/19 (31.6) |
| Patient reimbursed for LARC removal from Z-CAN physician | 6/63 (9.5) | 3/44 (6.8) | 3/19 (15.7) |
| Patient received LARC removal from another Z-CAN physician | 6/63 (9.5) | 5/44 (11.4) | 1/19 (5.3) |
| Patient received LARC removal from Z-CAN safety net physician | 22/63 (34.9) | 13/44 (29.5) | 9/19 (47.4) |
*
Long acting reversible contraception includes intrauterine devices (IUD) and implants.
§
A potential LARC removal charge was when clinic staff informed the patient that there would be a cost for LARC removal.
¶
A LARC removal charge was when the patient was charged and paid for LARC removal.
#
Proportions do not add to 100% since more than 1 recommended action may have been appropriate for some patient complaints.
±
Other clinic type includes academic and public health clinics.