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The Consumer Council has warned against malpractices in health test laboratories, such as medical conditions being exaggerated by their staff to increase sales.
The council issued the warning after receiving received
complaints, “such as inaccurate gynecological tests due to staff’s misadvice
that the tests could be performed any time even during menstruation;
inconsistent breast ultrasound results from 2 centres raising concerns about
report accuracy; and staff suspected of exaggerating health conditions to
upsell extra test items, and rejecting the complainant’s cancellation request
afterwards.”
It urged the sector to “make serious improvements to safeguard
consumer confidence and right to be informed.”
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In its latest issue of CHOICE, the council “urges the
industry to bear in mind that medical examinations are professional services
that must adhere to high ethical and professional standards, with an obligation
to provide consumers with clear and accurate test results and analyses.
Exploiting inaccurate results and diagnoses, or exaggerating issues to boost
sales is highly questionable.”
It cited cases which ended with the laboratories making refunds
after the council intervened.
In the first case, the complainant purchased an ovarian
examination plan from Health Check Centre A for $980 that included the
Anti-Mullerian Hormone (AMH) test, which is regarded as an indicator of ovarian
function, and the CA125 blood test for ovarian cancer markers.
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“Before making the purchase, she specifically inquired
whether she should avoid her menstrual period for the test. The staff assured
her that it was not necessary, so she scheduled the tests during her
menstruation. Upon reviewing her report, the staff pointed out that her AMH
level was only about one-third of the normal range for her age, and that her
CA125 level was significantly higher than normal. Therefore, the staff
recommended her to perform immediate additional testing for a more thorough
checkup, warning that she could face future health risks if she did not proceed,”
the council said.
“Due to the staff’s poor attitude and suspected
scaremongering, the complainant chose not to purchase any additional tests on
that day. Instead, she immediately arranged to consult her family doctor, who
informed her that such test should not be conducted during menstruation, as
this could lead to elevated results. The family doctor also pointed out that
the centre had used an incorrectly high AMH reference level for her age, and
that her AMH level was actually normal,” it added.
In the second case, the complainant spent $7,800 on gynecological
examination services at Health Check Centre B, which included multiple tests
such as a breast ultrasound and cancer marker screenings for women.
“As the ultrasound report revealed 8 hypoechoic nodules, the
largest measuring 5.7cm in diameter, the staff recommended the complainant to
undergo further testing,” the council said. Instead, the complainant had a
second breast ultrasound at another center, which showed only three similar
nodules, with the largest measuring 3.4cm in diameter.
“Noting the significant discrepancy between the two reports,
the complainant suspected that Health Check Centre B might have exploited
consumers’ health concerns to sell additional test items. Consequently, she
sought assistance from the Council and requested a refund,” the council said.
In the third case, the complainant received a basic check-up
worth $500 at Health Check Centre C, which included a liver ultrasound.
“Following the scan, he was informed that he had 2 liver
cysts (also known as hepatic cysts) and was advised to undergo further cancer
marker tests. As he hesitated, the staff reassured him that the results would
be consistent regardless of where the tests were conducted, and offered him a
50% discount for being over 60 years old. Consumed by anxiety and panic, the
complainant paid $800 on the spot for a liver cancer test,” the council said.
“Soon afterwards, he consulted a doctor and learned that
liver cysts, which are fluid-filled lesions, typically only require regular
monitoring and are rarely cancerous. Thinking that the staff of Health Check
Centre C had intentionally misled him, he sought to cancel the additionally
purchased cancer test. However, the Centre refused his request, stating that
the blood samples had already been sent to the laboratory,” it added.
“The primary purpose of routine health checks is to detect
potential health issues at an early stage and address them promptly. Inaccurate
examination reports not only compromise consumers’ rights to be informed about
their health condition, but can also postpone necessary medical intervention,
consequently impacting their health.
The council gave consumers the following advice when selecting
a health check plan:
- Before undergoing any health check, it is recommended to
consult with a doctor for an informed evaluation and guidance on selecting the
appropriate tests for specific needs. This can prevent unnecessary or invasive
testing procedures, saving both time and money, while also reducing unwarranted
distress;
- When selecting checkup items, make sure to note whether
the tests would be conducted by a doctor or a healthcare practitioner. After
purchase, retain all receipts and examination reports as evidence for any
future claims;
- Test results may occasionally yield “false positives” or
“false negatives”. Therefore, it is important to seek a doctor’s interpretation
of health check or laboratory reports, so as to incorporate clinical diagnosis
and comprehensive evaluation to recommend the appropriate follow-up, treatment
or referral.
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