Clinics in Maputo expose patients during confirmation process with insurance companies

The process of confirming insurance claims at private clinics in Maputo has been causing embarrassment and undue exposure for patients. Receptionists loudly detail names, illnesses, and insurance codes, often in front of other patients. According to sources interviewed for this report, the situation violates the privacy and dignity of patients, especially during vulnerable moments.

According to a source who spoke to our reporters, the service at facilities like Clínica Care and Instituto do Coração has become embarrassing. This is because, upon arriving for an appointment, patients are forced to listen aloud as the receptionist confirms with their insurance company not only their name, but also the illness that brought them to the healthcare service.

Furthermore, the source described feeling "stripped and exposed" upon realizing that other patients were listening to details of their medical condition. "I think the clinic's reception should find a more decent way to approach insurance companies and patients, without exposing our identity and our illnesses," they lamented.

On the other hand, the same source acknowledges that the services provided by insurance companies have been a valuable asset, especially in a context of financial difficulties. "I like to benefit from the different services, which have facilitated access to the units even without money," she stated. However, as soon as she arrives at the clinic, the relief of having guaranteed care turns into discomfort upon hearing the call in an audible voice with all the details.

The situation becomes even more delicate considering that her partner is on a service mission in Cabo Delgado. “This type of service has helped my family because illnesses often arise at a time when we don't have the money to afford proper hospital services, given the current state of the National Health Service,” she explained. However, the source concludes that, despite the advantages, the way the process is conducted ends up “exhausting the exclusivity” and unnecessarily exposing her privacy.

The news outlet attempted to contact Clínica Care and the Heart Institute for comment on the procedure, but received no response by the time of publication. Experts in medical ethics and data protection remind us that confidentiality is a patient's right and must be guaranteed even in administrative processes.