Health
Surgeon shares story of insurance provider calling during patient's surgery
A surgeon in Austin, Texas, was in the middle of surgery when she was notified of a phone call from the patient’s insurance provider.
Dr. Elisabeth Potter is a board-certified plastic surgeon who specializes in reconstruction for women who have had breast cancer. Last year alone, she did about 520 surgeries for cancer patients.
She recently shared a video of herself talking about the experience.
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“I just performed two bilateral DIEP flap surgeries and two bilateral tissue expander surgeries,” she said in the now-viral video.
(In DIEP flap surgery reconstruction, skin, fat and blood vessels from the patient’s abdominal area are used to rebuild breasts.)
Dr. Elisabeth Potter, a Texas surgeon, recently shared a video of herself talking about a phone call that came in from an insurance company during a patient’s surgery. (Dr. Elisabeth Potter; @drelisabethpotter)
During one of the DIEP cases, while the patient was asleep on the operating table, the doctor was interrupted by a nurse supervisor informing her that a call had come in from UnitedHealthcare, the patient’s insurance company, Potter said.
The nurse who took the call said that Potter was in surgery and not available.
“And they said, I need to get her a message because we need to talk to her about this patient,” Potter told Fox News Digital. “So they wrote a note and brought it into the operating room and I took a picture of it, because I’m like, I can’t believe this is happening.”
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The note indicated the name and number of the person to call at UnitedHealthcare, along with the patient’s name and Dr. Potter’s name. (The note did not state that the caller had requested an immediate response.)
“The nurse at the front desk of the OR who took the call and wrote this note said that the person on the phone first asked for the patient and then for me,” Potter told Fox News Digital.
“I made that judgment call and I stand by that — I think it was the right thing to do for the patient.”
“He was told I was scrubbed in[to the] OR and he asked the nurse that I be contacted in OR and given the message.”
Added Potter, “The nurse manager said she had never in her career received a call like that before. She thought it must be important and brought the message to the OR.”
Dr. Elisabeth Potter, a surgeon in Austin, Texas, was in the middle of surgery when she was notified of a phone call from the patient’s insurance provider. (Dr. Elisabeth Potter; @drelisabethpotter)
It was odd, Potter said, that the insurance company had called the front desk of the hospital, where she is not an employee.
“They didn’t call my office. They didn’t call my cell phone. They didn’t send me an email. This wasn’t the billing department of the hospital.”
Afraid that the insurance company might deny the patient’s service, Potter made the decision to scrub out mid-surgery to return the call to United.
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The surgeon stated to Fox News Digital that UnitedHealthcare did not require her to leave the operating room or threaten to deny coverage.
The patient was safe with another surgeon and the anesthesia team, who were finishing up the procedure.
Dr. Elisabeth Potter is a board-certified plastic surgeon in Texas who specializes in breast reconstruction for women who have had breast cancer. (Dr. Elisabeth Potter)
Potter was “scared” that the patient would wake up and find out that the insurance company said they didn’t have the information they needed and would deny the claim, she said.
“I’ve seen it before, when people get stuck with bills that are $80,000 or $100,000,” she said to Fox News Digital. “And so I said to my partners, ‘I’m going to make this call real quick.’” (See her video here.)
“Dealing with insurance is a really important part of taking care of patients affected by breast cancer, because the diagnosis is financially devastating.”
“If it had been at a critical moment during the surgery, I wouldn’t have,” Potter clarified. “But I made that judgment call and I stand by that — I think it was the right thing to do for the patient.”
On the phone, the insurance company stated that they needed to know the patient’s diagnosis and the justification for the inpatient stay, something Potter had already communicated, she said.
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“And I was like, wait a minute, we got authorization for the surgery. We submitted all of our clinical documentation. We’ve done all the paperwork, the phone calls, all the stuff. You have her diagnosis codes, you have all of it,” she went on.
“And they said, ‘Actually, I don’t, another department has that, but I need this right now,’” Potter said. “There was a sense of entitlement to my time and to the information in that moment,” the surgeon added.
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Potter also noted that the person on the line didn’t have access to the patient’s full medical information, despite the procedure already being pre-approved.
“I’m not sure that person even understood that they had an impact on those patients I was operating on,” Potter told Fox News Digital. “They were just thinking about money and numbers and were not understanding at all.”
Potter was “scared” that the patient would wake up and find out that the insurance company said they didn’t have the information they needed and would deny the claim, the surgeon told Fox News Digital. (iStock)
“It’s beyond frustrating and, frankly, unacceptable,” she told Fox News Digital. “Patients and providers deserve better than this. We should be focused on care, not bureaucracy.”
Potter noted that she has always been “devoted” to providing care in-network through insurance.
“Dealing with insurance is a really important part of taking care of patients affected by breast cancer, because the diagnosis is financially devastating,” she told Fox News Digital.
“I’ve found that I really have to engage directly and think about insurance and whether they’re covering treatments and what my patients are experiencing.”
Potter emphasized that she doesn’t think insurance is “evil,” noting that there are some “really good things” about businesses that take care of people.
It was odd, the surgeon felt, that the insurance company called the front desk of the hospital, where she was not an employee. (iStock)
“But this has developed into something that no longer is devoted to patient care. This is just a machine that’s running and making money, and they don’t care about me as a provider,” she said.
Many physicians have given up and refuse to deal with insurance companies, opting to stay out of network and let the patient pay upfront and deal with getting reimbursed, Potter noted.
“Patients and providers deserve better than this.”
“I’ve gone to Washington, D.C., I have fought to protect access to [breast] reconstruction,” she said. “I have testified in the state legislature about these issues.”
She added, “It’s just getting undoable. And this moment, this week, was like, we’ve crossed a line — they’re actually in the operating room.”
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Fox News Digital contacted UnitedHealthcare for comment. The company sent the following statement.
“There are no insurance-related circumstances that would require a physician to step out of surgery and it would create potential safety risks if they were to do so.”
It went on, “We did not ask nor would ever expect a physician to interrupt patient care to answer a call and we will be following up with the provider and hospital to understand why these unorthodox actions were taken.”
Separately, the head of UnitedHealthcare group said on Thursday that the company remains “focused on making high-quality, affordable health care more available while making the health system easier to navigate for patients and providers.” (iStock)
Separately, the head of UnitedHealthcare group said on Thursday that the company is confident it will be able to grow its business in fiscal year 2025.
“The people of UnitedHealthcare remain focused on making high-quality, affordable health care more available to more people while making the health system easier to navigate for patients and providers, positioning us well for growth in 2025,” CEO Andrew Witty said in the company’s earnings report on Thursday.
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His optimism comes shortly after the head of its insurance unit was gunned down in New York City, inciting a heated conversation about the role of the health insurance industry in the United States.
Fox News Digital’s Daniella Genovese contributed reporting.
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The New York State Department of Health reported a record surge in influenza activity, with 71,123 positive flu cases recorded statewide during the week ending December 20.
Health officials said the figure represents the highest number of flu cases ever reported in a single week since influenza became a reportable disease in New York in 2004.
State health data show the weekly total reflects a 38% increase from the previous reporting period, signaling a rapidly intensifying flu season.
There have been 189,312 reported positive flu cases so far this season, while influenza-related hospitalizations rose 63% in the most recent week.
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New York reported the highest weekly total of cases ever recorded since influenza became reportable in 2004. (iStock)
“We are seeing the highest number of flu cases ever recorded in a single week in New York state,” Health Commissioner Dr. James McDonald said in a press release.
There have been 189,312 reported flu cases so far this season, with influenza-related hospitalizations increasing 63% in the most recent week. (iStock)
Earlier this month, the department declared influenza prevalent statewide, a designation that requires unvaccinated health care workers to wear masks in patient care settings.
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Health officials continue to emphasize that vaccination remains the most effective way to prevent severe illness and hospitalization from influenza.
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New Yorkers who have not yet received a seasonal flu shot are still encouraged to do so, with experts saying vaccination can offer protection even later in the season.
Health officials continue to urge New Yorkers to take preventive steps, including vaccination and staying home when sick, to limit further spread. (iStock)
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To help limit further spread, the department advises individuals experiencing flu-like symptoms — including fever, cough, sore throat, or body aches — to stay home. State health officials also recommend frequent handwashing, using hand sanitizer, and avoiding close contact with sick individuals.
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For those who become ill, officials say antiviral medications are available and are most effective when started within 48 hours of symptom onset.
Health officials also added that people at higher risk for complications should contact a health care provider promptly for evaluation and possible treatment.
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The department noted that flu activity typically peaks in January, meaning case counts could continue to climb in the weeks ahead.
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If the stress of the holidays wreaked havoc on your gut, you’re not alone — 76% of Americans experience gastrointestinal distress during the holiday season, according to a recent national survey from Oshi Health and YouGov.
Digestive problems can be triggered not only by holiday overeating, but also by stress. Financial worries, disrupted routines, fatigue and interpersonal dynamics rank as some of the top causes.
“I see an uptick in psychiatry-related GI issues during the holiday season,” Dr. Claire Brandon, a gastrointestinal psychiatrist based in New York City, told Fox News Digital. “When you are undergoing stress, your body produces more corticotropin-releasing hormones, which sets off a cascade of the inflammatory system.”
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Stress hormones can act directly on the gut, leading to more digestive distress and pushing the body out of “rest-and-digest mode,” Brandon said.
“Stress activates the sympathetic — fight, flight, freeze — nervous system, which slows digestion,” added Dr. David Clarke, an Oregon-based gastroenterologist and president of the Association for the Treatment of Neuroplastic Symptoms. “That can lead to bloating, cramps, nausea and sometimes abdominal pain.”
Stress often plays a bigger role in digestive issues than overeating alone, experts say. (iStock)
The good news, doctors say, is that a few simple, realistic steps can help reset the digestive system after the holidays.
No. 1: Reset your sleep
Sleep plays a major role in gut health. Research shows that insufficient or disrupted sleep can change the composition and function of the gut microbiome, potentially affecting metabolic and immune factors that influence overall health.
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“When I travel and get derailed, my main focus is to reset my sleep,” Brandon said. She recommends reestablishing wind-down routines like deep breathing and progressive muscle relaxation.
No. 2: Eat balanced, fiber-rich meals
Fiber helps keep digestion moving and supports healthy gut bacteria, which can aid post-holiday recovery, experts say.
“The usual principles for supporting digestion apply here,” said Clarke. “Consuming a balanced diet emphasizing fruits, vegetables, whole grains and legumes; avoiding highly processed foods; and moderating alcohol will keep your gut microbiome happy.”
Digestive symptoms like bloating and discomfort often spike during the holidays due to stress, travel and disrupted routines. (iStock)
No. 3: Stay hydrated
Staying hydrated will also aid digestion, Clarke said, noting that light-colored urine is a good indicator of hydration.
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Traveling can be particularly tough on the gut, experts say, especially during flights where low cabin humidity causes the body to pull water from the bowels, leading to constipation.
Drinking water before, during, and after flights — and limiting alcohol and caffeine — can help counteract dehydration-related digestive slowdowns. Experts also recommend sipping water consistently throughout the day.
No. 4: Resume regular movement
Both doctors agreed that exercise supports digestion and stress regulation, which are both key to gut recovery.
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“Going on walks can be enough to help with this, but if you have space to do more, including some gentle stretching, that can be a huge help,” Brandon advised.
No. 5: Reduce stress gradually
Stress management plays a critical role in gut health, and experts say that small, consistent habits can help ease gastrointestinal symptoms.
Brandon recommends calming the nervous system with breathing or grounding exercises and slowing down at meals.
Light movement can help support digestion and regulate stress, experts say. (iStock)
“If you’re constantly running on fumes, on a layover in the airport, eating high sugar and doing things off your routine, expect a few disruptions with your gut,” she said. “Reframe it as something that you can reset when you get home.”
No. 6: Skip cleanses and detoxes
Clarke says that detoxes and cleanses are not necessary and can actually be harmful. Instead, he recommends sticking to the basics — including hydration, balanced meals, regular sleep and movement.
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Doctors say the gut is designed to recover on its own in response to consistently healthy practices rather than extreme resets.
Experts recommend returning to balanced, fiber-rich meals instead of intense cleanses. (iStock)
While short-lived symptoms can improve within hours and are usually temporary, experts say lingering or worsening issues shouldn’t be ignored.
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“If you are back home and struggling to feel your usual baseline while back on your routine, it’s probably worth checking in with your physician,” Brandon advised.
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Regular exercise may do more than strengthen the heart. It could also reprogram the nerves that control how the heart beats, new research has found.
The discovery could eventually help doctors better treat common conditions such as irregular heart rhythms, chest pain, angina and stress-related “broken-heart” syndrome, according to scientists at the University of Bristol in the U.K.
The study, which looked at lab rats trained over 10 weeks, found that moderate exercise does not affect the heart’s nerve control system evenly. Instead, it produces distinct and opposing changes on the left and right sides of the body. a split researchers say has gone largely unnoticed until now.
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“The discovery points to a previously hidden left–right pattern in the body’s ‘autopilot’ system that helps run the heart,” Dr. Augusto Coppi, the study’s lead author and a senior lecturer in veterinary anatomy at the University of Bristol, said in a statement.
Regular exercise may “rewire” the nerves that control the heart, the new study found. (iStock)
“This could help explain why some treatments work better on one side than the other and, in the future, help doctors target therapies more precisely and effectively,” Coppi added.
After 10 weeks of aerobic exercise, the researchers examined the animals’ heart control nerves and found left–right differences that did not appear in inactive rats, according to the research published in the journal Autonomic Neuroscience in September.
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On the right side, the nerve hub that sends “go faster” signals to the heart developed many more nerve cells, suggesting increased wiring. On the left side, however, the number of nerve cells did not rise as much. Instead, the existing cells grew significantly larger, indicating a different kind of adaptation.
The findings could help explain why some heart treatments work better on one side than the other. (iStock)
The findings show that exercise reshapes the heart’s nerve control system in a side-specific way rather than affecting both sides equally, the researchers said. Understanding that process could help doctors better target treatments, especially for patients who cannot exercise or whose symptoms persist despite lifestyle changes.
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Researchers compared the nerve clusters, known as the stellate ganglia, to a “dimmer switch” that fine-tunes how strongly the heart is stimulated. That fine-tuning is important because overstimulation of these nerves is linked to chest pain and dangerous heart rhythm problems.
Scientists caution more studies are needed to determine whether the same effects occur in humans. (iStock)
The findings are early stage and based on animal research, however. So, they do not prove the same effects in people. More studies are needed before they could affect patient care.
Researchers say future studies will explore whether similar left–right nerve changes occur in people and whether they could help explain why some heart treatments work better on one side than the other, potentially paving the way for more precise, personalized care for angina and heart rhythm disorders.
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The study was conducted in collaboration with researchers from University College London, the University of São Paulo and the Federal University of São Paulo in Brazil.
Researchers discovered distinct left-right changes in heart-control nerves after 10 weeks of aerobic exercise. (iStock)
The findings add to growing evidence that regular, moderate exercise benefits the heart in ways scientists are beginning to understand better.
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Fox News Digital has reached out to the study authors for comment.
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