The Girl Who Beat an $8,000 Hospital Payment

Hospital facility charges. They’ll really feel like a cost only for strolling within the door. Hospitals say they go towards overhead on amenities with plenty of specialised gear and employees, like emergency rooms.

However these charges have grown and change into extra frequent in recent times. And as hospitals purchase up outpatient amenities, sufferers are beginning to get charged facility charges for routine exams, procedures, and visits to the physician’s workplace.

On this episode of “An Arm and a Leg,” host Dan Weissmann speaks with Georgann Boatright, a retired speech pathologist from Oxford, Mississippi, who was informed by her native hospital that she wanted to pay an $8,000 “working room charge” for a routine take a look at. She was decided to not get overcharged, even when it meant driving hours out of state to get the take a look at someplace cheaper.

Dan Weissmann

@danweissmann

Host and producer of “An Arm and a Leg.” Beforehand, Dan was a employees reporter for Market and Chicago’s WBEZ. His work additionally seems on All Issues Thought-about, Market, the BBC, 99 P.c Invisible, and Reveal, from the Heart for Investigative Reporting.

Credit

Emily Pisacreta
Producer

Claire Davenport
Producer

Adam Raymonda
Audio wizard

Ellen Weiss
Editor

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Transcript: The Girl Who Beat an $8,000 Hospital Payment

Word: “An Arm and a Leg” makes use of speech-recognition software program to generate transcripts, which can comprise errors. Please use the transcript as a software however verify the corresponding audio earlier than quoting the podcast.

Dan: Hey there! A few months in the past, we requested you to assist us report on a kind of charge that appears to be sneaking onto increasingly more medical payments. They’re usually known as “facility charges.” It’s like a canopy cost only for strolling within the door. And these sorts of charges are acquainted to a number of people from locations like emergency rooms, which do have a LOT of specialised gear and employees within the facility behind that door. That’s mainly the case for a canopy cost: When you get within the door, there’s a number of stuff there. However in some circumstances, with facility charges, the door is simply the doorway to a physician’s workplace. As a result of facility charges– they’re usually charged by hospitals. And hospitals personal a number of docs’ places of work today. And as soon as they take over, there’s no regulation that claims they will’t simply name that physician’s workplace a part of their facility and begin charging. 

We requested what you’d been seeing. A bunch of you despatched us tales, and copies of your payments, and your insurance coverage statements. And once we known as to observe up, you took our calls. You had A LOT to say. 

Teresa: Oh, it made me so mad, so mad. Anne: I imply, it’s a 10-minute appointment for a prescription. 

Amanda: I don’t perceive any of it. The place did this quantity come from? 

Dan: We discovered a bunch. Particularly from these of you who usually are not new to this sort of factor. 

Francesca: It was a working joke with my husband and myself that like, okay, it’s time for my weekly, one-to-two hour cellphone name with Cigna. 

Dan: Individuals who’ve been contending with the well being care system for some time, coping with power diseases, or going to the physician for monitoring, or having some type of ongoing remedy. 

Anne: I see her annually. I’ve seen her annually for 18 years on the time. After which they began charging the ability charge. 

Dan: And I’ve at all times stated right here, we now have rather a lot to be taught from one another. And what we discovered right here is much more than is gonna slot in one episode. So we’re gonna begin right here with one story that basically stood out. Partly as a result of it concerned the largest greenback quantity we noticed: An eight-thousand greenback facility charge. And partly as a result of the particular person we heard from … didn’t find yourself paying it. And partly due to what it took for her to keep away from paying it. She had what I’d name a lifetime of preparation– together with classes I feel a number of us can be taught from. And he or she has the type of grit that not all of us have. However I’m hoping that a few of it would rub off. So let’s meet her. 

Georgann Boatright: My identify is Georgann Boatright, and I’m a retired speech pathologist. 

Dan: Georgann lives in Oxford, Mississippi. She works for the college there, Ole Miss, coordinating particular occasions. 

Georgann Boatright: It’s plenty of enjoyable. By no means a uninteresting second. Every part from weddings to conferences. 

Dan: The day we talked, she had made espresso for 500 folks. Earlier than eight am. And right here’s how she describes her response to that eight-thousand greenback cost. 

Georgann Boatright: I used to be like, that’s insane. And naturally, being the obnoxious human being that I may be at instances, and a bit of bit pushy, you understand; typically you bought to do this. I’ve at all times been that advocate for everyone else, so typically I’ve to advocate for me.

Dan: Georgann pushed again– we’ll discuss how far she needed to go. And amongst different issues, we’re speaking about precise miles she needed to journey. It was not simple. Nevertheless it was value it. Let’s take a experience. 

That is An Arm and a Leg– a present about why well being care prices so freaking a lot, and what we are able to perhaps do about it. I’m Dan Weissmann. I’m a reporter, and I like a problem. So the job we’ve chosen right here is to take one of the enraging, terrifying, miserable elements of American life, and produce you a present that’s entertaining, empowering, and helpful. 

Georgann Boatright grew up in Oxford, went to Ole Miss– the College of Mississippi, proper on the town. And after a decade and alter in locations like Huntsville, Arkansas, and cities close to Springfield, Missouri, she moved again to Oxford about 15 years in the past. 

Georgann Boatright: My mother got here in poor health. And so I moved again to Mississippi to be together with her for the tip. 

Dan: Georgann herself had a well being scare not lengthy after– it turned out to be a non-cancerous tumor. Her native docs couldn’t work out the issue, however she discovered good remedy at West Most cancers Heart in Memphis, about an hour and a half away. After which, in 2022, an precise breast most cancers analysis. She went again to the West Most cancers Heart in Memphis for remedy. And whereas she was being handled for breast most cancers, her docs discovered a thyroid drawback. 

Georgann Boatright: However they had been type of like, okay, we’ll put that on a again burner for proper now as a result of we bought to maintain this primary. 

Dan: So, they did! And you understand, that took months, after all. As soon as she was performed– and no proof of most cancers for just a few months!– they picked up the thyroid thread. Her endocrinologist on the town recommended what’s known as a needle biopsy: no incision, simply pulling a pattern with mainly a syringe, guided by ultrasound. And Georgann was a lot conversant in the process as a result of she’d had two of them for her breast most cancers.

Georgann Boatright: Nicely, after all, having simply performed all this different stuff, I used to be type of like, oh, okay, simply one other biopsy. No huge deal. 

Dan: Her endocrinologist recommended the native hospital, Baptist Memorial, North Mississippi. And began getting her scheduled there. 

Georgann Boatright: I used to be simply sitting in my workplace doing my factor and, you understand, answering emails, attempting to get folks to enroll and do a marriage. So, they known as me and stated, “Hey, you understand, we want a thousand {dollars} up entrance.” And I’m like, why? I’ve already met my deductible. Da, da, da. You understand, and so they’re like, Oh, effectively, that is simply that is simply your copay.” 

Dan: None of this sounded proper to Georgann, based mostly on her expertise. 

Georgann Boatright: I’d had two biopsies performed previously yr, simply within the strategy of doing the breast stuff. And I used to be like, that’s not regular. 

Dan: On the most cancers middle in Memphis, a thousand {dollars} was within the ballpark for the entire process, like earlier than insurance coverage paid something. And Georgann’s share, after insurance coverage, was like a fraction of that. 

Georgann Boatright: And I went, excuse me, due to course I used to be anticipating, you understand, below 100 bucks, you understand. And so they acted very offended that I questioned. She was like, “Nicely, that is customary.” And I used to be like, “However I’m confused,” and, you understand, and the extra questions, she bought type of defensive. 

Dan: Georgann says she rapidly developed a bit of sympathy for the lady on the opposite aspect of the decision. 

Georgann Boatright: I used to be like, this particular person has no clue. That is their job. They’re given this data. They’re given my cellphone quantity. They’re informed to gather a thousand {dollars} from me. You understand, I imply, it’s not her fault. 

Dan: So, Georgann rapidly made a brand new plan. First step: get a line-item model of that estimate, in writing. And subsequent: discover any individual else to speak with. 

Georgann Boatright: I used to be like, “Nicely, hey, how about you simply do me a printout and I’ll come by the hospital and choose that up. In the event you’ll simply go away it with any individual close to the desk …” 

Dan: … Then Georgann figured she will truly see what these prices are for and you understand, perhaps speak to any individual who’ll know a bit of extra. She went that very same day. 

Georgann Boatright: I wished to get the biopsy performed. I wished to seek out out what was occurring. You understand, when you’ve had most cancers, it type of, that C phrase simply doesn’t sit effectively together with your mind. You type of, it begins consuming at you and also you’re like, I actually need to know. 

Dan: And he or she wished to know why the hospital wished a thousand {dollars} from her. She bought that printout– the road merchandise estimate. It confirmed 13 thousand {dollars} in prices. And the only largest cost– greater than half of the entire invoice– eight thousand {dollars}– was for an “working room” cost. It wasn’t labeled “facility charge,” however that’s precisely what it was. Georgann despatched us this line-item estimate. We confirmed it to a medical-bill coding skilled; she confirmed– this can be a facility charge. And I’ll simply point out once more: Of all of the individuals who despatched us payments with facility charges on them, this was the best by a LOT. Alot rather a lot. And seeing this “working room” cost actually set off alarm bells for Georgann. As a result of Georgann had simply had TWO needle biopsies. And so they certain as heck had not taken place in an working room. 

Georgann Boatright: It’s a needle aspiration. It’s ultrasound-guided. So it’s performed in radiology. This isn’t in an working room. 

Dan: When she bought to Baptist, Georgann did get to speak in particular person with a billing specialist. It wasn’t a satisfying heart-to-heart, but it surely gave Georgann the readability she wanted. 

Georgann Boatright: At a sure level within the dialog, I used to be simply type of like, “You do understand that there’s not an working room concerned on this?” And he or she stated, “Nicely, after all, there may be.” I used to be like, “No, there actually isn’t.” “Oh, effectively, that’s simply our customary process.” And so she caught with that. And so I used to be like, okay, effectively, because you’re going to simply stick to this, I’m going to simply let this go. As a result of if I can’t appear to get you to know that I’m not going to pay you 8,000 {dollars} for an working room that I’m not going to go in, we’re not going to get wherever. 

Dan: And Georgann knew she had another: She may return to the most cancers middle in Memphis. It was a little bit of a drive, however she trusted them to do good work and to not overbill her. In order that’s what she did. Her out of pocket price was eighty {dollars}. We requested Baptist all about Georgann’s expertise, and what was behind this eight-thousand greenback cost. Particularly since medical and surgical provides had been listed as separate line objects. 

A hospital spokesperson wrote again: “The value a affected person sees on the hospital invoice additionally displays all of the individuals who take care of them and preserve the hospital working, not simply the companies offered, resembling nurses and caregivers on the bedside, pharmacists, lab technicians, meals service employees, environmental service professionals and safety personnel who, amongst many others, preserve the hospital working 24/7. We consider we cost honest and cheap costs for our skilled care.” 

After all, we additionally requested Baptist why there could be an working room cost in any respect, when the affected person didn’t count on to be seen in an working room. The spokesperson wrote again: “I’m unsure why there was a discrepancy. However, on the whole, the pricing data we share with sufferers is just an estimate, and the ultimate invoice can fluctuate. We encourage sufferers to contact us with any questions.” OK, then. And I simply need to say: I feel– effectively, I KNOW– that I’ve undersold what it took for Georgann to make that call. I imply, yeah, we’ve seen, Georgann confirmed a number of initiative, and savvy, and decisiveness, and a specific amount of grace in navigating a few conversations together with her native hospital’s billing division. However we haven’t seen EXACTLY what made her so ready for these conversations, and to make her choice so rapidly. And if we’re gonna be taught from Georgann’s instance, we’ve gotta take a look at that. That’s coming proper up. 

This episode of An Arm and a Leg is a co-production of Public Highway Productions and KFF Well being Information. Public Highway is the group I based to make this present. The identify comes from Walt Whitman; I’ll let you know about it someday. KFF Well being Information is a nonprofit newsroom overlaying healthcare in America. Their journalists do superb work– win every kind of awards, yearly. I’m honored to work with them. So, what allowed Georgann Boatright to navigate these conversations together with her hospital billing division so skillfully? And to rapidly determine to drive to a different metropolis for care? Nicely, let’s begin together with her outdated job as a speech pathologist. You would possibly keep in mind, when she did that job, she was dwelling in locations like Huntsville, Arkansas. Or, as Georgann describes it … 

Georgann Boatright: … Completely the center of nowhere, Arkansas. 

Dan: It’s not like a speech therapist is gonna have a ton of purchasers on the town. Georgann labored for an company that despatched her in every single place. 

Georgann Boatright: I used to be driving about three- to five-hundred miles a day once I retired. 

Dan: A day! 

Georgann Boatright: Yeah, effectively, they’re unfold a bit of skinny in that space. 

Dan: Yeah. Yeah. Proper. How briskly had been you driving? Like, what number of hours are we speaking about being on the highway? 

Georgann Boatright: I used to be often on the highway 12 to 14 hours a day. 

Dan: Oh my god. 

Georgann Boatright: Yeah, however that’s as a result of, you understand, I used to be bouncing out and in all over the place from Liberty, Missouri, which is outdoors of Kansas Metropolis, all the way in which down into Arkansas. 

Dan: So, we begin to get the concept that driving an hour and a half from Oxford to Memphis is, you understand, not such an enormous deal to Georgann. However there’s this different factor. Which is what Georgann spent all these hours in her automobile truly doing. As a result of she was not listening to podcasts, I can let you know that. She was coping with medical insurance. On behalf of her colleagues and her sufferers. 

Georgann Boatright: I used to be the particular person in our firm that might do all of the appeals. I bought actually good at getting Medicare, Medicaid, Blue Cross Blue Defend– all of the insurances to pay. 

Dan: Georgann did all this by cellphone, with any individual again on the house workplace transcribing for her. It was a part of her gig– as a result of she had all that point within the automobile. The company she labored with additionally employed bodily therapists and occupational therapists, sending them out to nursing properties. And people colleagues would have a number of appointments a day on the identical spot. 

Georgann Boatright: I’d solely have like, perhaps one or two sufferers through the course of the day, after which I’d find yourself doing paperwork the remainder of the day or serving to another person do paperwork. 

Dan: As a result of not solely did Georgann have time with all these hours within the automobile. She had one thing else: language abilities. 

Georgann Boatright: The crew that I labored with, they had been largely from the Philippines, and we partied very effectively. And I ate a number of good meals, and I gained weight. And no fault of their very own, English wasn’t their first language. In order that was a part of my job was to ensure that the language barrier wasn’t the issue for the bodily and occupational therapists getting paid. 

Dan: So for 5 years, she spent most of her lengthy workday coping with insurance coverage. 

Georgann Boatright: That was what I did, and I used to be actually, actually good at it. You understand, whenever you get on a primary identify foundation with the reps in your space, you understand that you just’re a thorn of their aspect. Once they would see my identify, they’d be like, “We would as effectively simply go forward and pay this one as a result of she’s going to discover a technique to get it via.” 

Dan: So when Georgann ended up speaking with these people at her native hospital’s billing workplace– the oldsters who had been attempting to inform her that an eight-thousand-dollar operating-room charge was simply customary– she had a fairly good thought of what their jobs had been: Simply getting the hospital’s cash. 

Georgann Boatright: I get that. And I perceive that, however you understand, it’s a must to perceive whenever you’re calling folks and asking them for cash that it’s a must to know why they’re paying you cash and whether or not or not you’ll be able to justify how a lot they’re paying you. 

Dan: So, simply to recap: When Georgann was in these conversations with the native hospital billing division, she had years and years of expertise in medical billing. She was, by her account, actually actually good at it. It doesn’t seem to be a stretch to guess that when she talked with these people on the native hospital’s billing division, she knew much more about medical billing than they did. And he or she knew that this hospital wasn’t her solely possibility. She had simply performed most cancers remedy at West Most cancers Heart in Memphis. She trusted them, and so they hadn’t overbilled her. And he or she wasn’t afraid of a highway journey. That 300-mile, 500-mile-a-day job was some time in the past, however simply within the final yr she’d made the trek to Memphis for most cancers remedies, a number of instances. In actual fact, the story of the wrap-up to that remedy gave me actual appreciation for Georgann Boatright’s model of cheerful grit and willpower. For greater than a yr, Georgann had been planning an enormous household reunion for Christmas: Her youngsters, their youngsters, gathered from throughout the nation, to a lodge close to her husband’s mother. 

Georgann Boatright: I wished his mother who has been getting on in age to get an opportunity to see the nice grands and this sort of stuff. 

Dan: Georgann had made the reservation for the lodge months earlier than her most cancers analysis. After which, the final day of her radiation remedy bought scheduled for December 23. The reunion was scheduled to start out that very night time. In Branson, Missouri– a five-hour drive from Memphis. 

Georgann Boatright: And I used to be like, I’m not canceling this. Everyone’s like, “Mother, you don’t have to do that,” blah, blah, blah. I used to be like, “No, I’m going to be wholesome and performed with this remedy. By the point of this reservation.” I stated, “I don’t care what occurs!” 

Dan: The process that final day was to take away a tool that had been delivering focused radiation doses. And when the day got here, an ice storm knocked out the ability at West Most cancers Heart. The medical employees recommended, you understand, rescheduling. 

Georgann Boatright: They’re like, “Nicely, do you need to come … No! I need this performed. I’m not coming again tomorrow. 

Dan: Wow. 

Georgann Boatright: I’m going to make this reservation. I’m going to spend the night time in a really good place in Branson, Missouri and play within the snow. 

Dan: It wasn’t gonna be simple. 

Georgann Boatright: There was no energy. There was no lights. There was solely the little emergency generator lights that come on in a hospital. 

Dan: However they made it work. 

Georgann Boatright: I had it taken out that day. By the flashlights of the nurses 

Dan: The flashlights on the nurses telephones! Georgann says she slept within the automobile whereas her husband drove them to Branson that day. Mission achieved. 

Georgann Boatright: It was an amazing journey, and everyone was there, and it was great to type of have fun on the finish of that. I used to be performed with radiation. I used to be like, I’m going to get effectively now and simply preserve kicking most cancers’s butt. As a result of I used to be like, I’m not giving up. 

Dan: I stated proper on the prime: This story is epic, proper? And I stated that no matter’s powering Georgann Boatright, I hope just a bit little bit of it will possibly rub off on us– on me. So, when Georgann talked with the oldsters within the billing division at her native hospital, she knew simply what she was able to. Additionally, it’s value mentioning, she knew she had another issues that not everyone has: She knew she had wonderful insurance coverage as a result of she’d seen it at work when she bought the payments for her breast most cancers remedy. And he or she knew she had somebody to drive her to Memphis and again. Uber? That may’ve price a LOT. Really, Georgann says she priced it not too long ago for her job. 

Georgann Boatright: It’s 145 {dollars}, and I used to be like, you bought to be kidding me! 

Dan: I consider I may fly to Memphis from Chicago for 145 {dollars} a method. 

Georgann Boatright: I may get a flight to Southwest for 120. Imagine me, I do it. That’s my factor. If I do it through the week, I can go from right here to Halfway. Yeah. 

Dan: Wait, why is flying to Chicago’s Halfway airport Georgann’s factor? Nicely, the reply truly pertains to yet one more factor Georgann had going for her on this entire state of affairs. One thing– somebody– I omitted earlier than. 

Melissa McChesney: My identify is Melissa McShesney. I reside in Chicago, Illinois. 

Dan: Melissa is Georgann’s daughter. She is the mother of two of Georgann’s grandkids. Melissa’s brother– dad to a few extra grandkids– he additionally lives in Chicago. These youngsters and grandkids are, all of them, the explanation Georgann has that airfare on the tip of her tongue. Nevertheless it’s Melissa who performs a job on this story. As a result of Melissa works for CMS, the Facilities for Medicare and Medicaid Companies– the federal company that oversees Medicaid and Medicare. So medical insurance is her job. I imply, at the least government-funded insurance coverage. 

Melissa McChesney: I solely know sufficient to be harmful on the personal aspect. However, you understand, I’ve colleagues that know much more. 

Dan: Melissa and her mother– two health-insurance specialists– can again one another up. 

Melissa McChesney: It’s at all times nice to have one other set of eyes. So, typically I name her, typically she calls me. 

Dan: This time– after these conversations with the hospital billing division– it was Georgann who did the dialing. 

Melissa McChesney: She known as me to say, “This doesn’t make any sense. Why is that this the most costly process I’ve seen in a yr once I simply went via breast most cancers remedy? At the least from the out-of-pocket price. And I fairly frankly didn’t absolutely know both. 

Dan: So some poking round led Melissa to a narrative from the Invoice of the Month sequence our buddies at KFF Well being Information do with NPR. 

NPRHost: For our September invoice of the month, we’re taking an in depth take a look at facility prices … 

Dan: And this story was a fairly precise match with Georgann’s scenario: An working room cost for a needle biopsy. NPR’s web site even had a PDF of the unique invoice, with the billing codes.  

Melissa McChesney: Which was very useful, truly, as a result of I used to be capable of see the charge that the article was targeted on. And I used to be like, “That is the very same factor, mother.” 

Dan: And that little bit of context? It confirmed for Georgann that she may belief her preliminary impression: That this “working room” charge appeared out of whack. And that she may do higher. So she had that biopsy at West Most cancers Heart in Memphis earlier than the week was out. And excellent news: She’s OK! The biopsy got here again benign. Her native endocrinologist has been monitoring her bloodwork. 

Georgann Boatright: And so proper for the time being, my thyroid ranges are all staying regular. In order that they’re not involved that it’s throwing off every thing except it turns into like an enormous factor that grows in my neck. 

Dan: And he or she will get an occasional ultrasound at a neighborhood clinic. No needle, no hospital, no facility charges– and keeping track of the payments. 

Georgann Boatright: They’ve been very cheap. That’s why I used to be like, okay, effectively I’ll proceed doing this so long as y’all don’t screw me over anymore. 

Dan: One last item I ought to let you know about Georgann and the way she dealt with that eight thousand greenback cost the hospital had wished: That is one thing she did after her daughter Melissa despatched her that NPR story– you understand, the one which helped her determine she was undoubtedly going to Memphis. Melissa’s bought this a part of the story. 

Melissa McChesney: She despatched the NPR article and her estimate to her endocrinologist and stated, “Simply so you understand, that is what occurs whenever you refer people to this hospital. And you understand, it will price them some huge cash.” I used to be so happy with her for doing that. it simply speaks to my mother and attempting to be an individual who’s not simply apprehensive about her personal expertise, however the expertise of others in her neighborhood.

 Dan: I’m telling you, all of us need a few of Georgann Boatright to rub off on us.An ArmandaLeg Season 12, Episode 1 July, 11, 2024 p.14 You despatched us SO MANYstories about facility charges. I hope you’ll be able to see why we wished to deliver you this one first, however we aren’t performed. We talked with a bunch of you– and we talked with some specialists who gave us some insights … and a few classes. 

Shelley Safian: Typically you speak to the doctor, typically you speak to the ability, typically you bought to go to the president and say, “You understand what? This isn’t proper.” 

Dan: And we talked to specialists who gave us a take a look at what coverage makers everywhere in the nation are doing– or attempting to do– about these charges. As a result of they’re undoubtedly paying consideration. As a result of lots of people are recognizing: You shouldn’t must be Georgann Boatright to discover a method round charges like this. Most of us aren’t. 

Christine Monahan: There’s bipartisan curiosity on this situation. We’re seeing these reforms bubble up throughout the states. 

Dan: So over the subsequent couple of months, we’ll be sharing a LOT extra of what you’ve been serving to us be taught. In the meantime, since you’ve been so extremely useful right here, I’m going to return again to you quickly asking for extra assistance on a special story. That’s coming subsequent time. Until then, maintain your self. 

This episode of An Arm and a Leg was produced by Emily Pisacreta and Claire Davenport, with assist from me, Dan Weissmann, and edited by Ellen Weiss. Adam Raymonda is our audio wizard. Our music is by Dave Weiner and Blue Dot Classes. Gabrielle Healy is our managing editor for viewers. Gabe Bullard is our engagement editor. Bea Bosco is our consulting director of operations. Sarah Ballama is our operations supervisor. 

An Arm and a Leg is produced in partnership with KFF Well being Information. That’s a nationwide newsroom producing in-depth journalism about healthcare in America and a core program at KFF, an unbiased supply of well being coverage analysis, polling, and journalism. Zach Dyer is senior audio producer at KFF Well being Information. He’s editorial liaison to this present. 

And because of the Institute for Nonprofit Information for serving as our fiscal sponsor. They permit us to simply accept tax-exempt donations. You possibly can be taught extra about INN at INN.org. 

Lastly, thanks to everyone who helps this present financially. You possibly can take part any time at https://armandalegshow.com/help/. Thanks a lot for pitching in in case you can– and, thanks for listening.

“An Arm and a Leg” is a co-production of KFF Well being Information and Public Highway Productions.

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