Cleveland Clinic Doubles Back on Its Upfront Copay Policy

Ten days after a legal complaint accused them of violating state law, Cleveland Clinic decided this week to rollback a new company policy that would have required patients to pay copayments before, and not after, their hospital visit.

On May 13, the hospital system based in University Circle announced that all patients would have to pay copays upfront for non-ER related services. That is, save for Medicaid, cancer and some urgent care patients.

The following week, Cassandra McDonald, a local policy analyst covering civil rights issues, filed a civil complaint in Cuyahoga County Court that accused the Cleveland Clinic of both discrimination and for failing to notify its customers at least a month before the policy change was set to go in effect, on June 1.

Copays, McDonald argued, should be paid after that flu test or STI check are carried out.

“This policy is over zealous and disproportionately affects financially vulnerable patients, including low-income individuals, elderly patients, and those with chronic illnesses,” she wrote in the complaint, “creating unreasonable financial barriers to healthcare access.”

On Wednesday, the Clinic listened.

Although it kept the requirement, come Sunday, for nonemergency outpatient services—from therapy to lab tests and primary care—it added the option for customers to pay over the long run, with a “zero percent interest payment plan.”

Its reasons leaned on self-sympathy: more than “half of copays,” the company said in a statement, were not paid by patients throughout 2024.

“We are required to collect copays,” the statement reads. “Doing so maintains our ability to provide the highest quality care to every patient who needs our services and invest in the communities we serve.”

Cleveland City Council, fresh off of announcing $165 million of medical debt for hundreds of thousands of Cuyahoga County residents, lauded the decision to roll back what seemed a bit harsh from the get go.

Last week, Cleveland Clinic reps, including Chief Community Officer Vicki Johnson, sat at the table in Council Chamber to listen to grievances that echoed those in McDonald’s complaint.

“I had honest conversations with the executive team at the Cleveland Clinic about how this policy could hurt people in our community,” Council President Blaine Griffin said in a statement Thursday.

“I’m truly grateful they took the time to listen and made changes that help ensure folks can still get the care they need,” he added.