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May 9--Lue Taff winces whenever it happens.
The son or daughter of an older person calls to ask how to apply for Medicare to help pay for nursing-home care.
"They just assume Medicare pays for long-term care -- I have to deliver the painful truth it doesn't," said the manager of the elder support program at the Senior Source in Dallas.
Everyone knows about Medicare, but few Americans understand its particulars.
That lack of understanding can affect the pocketbook. Every day, Dallas social service agencies and the regional office of Medicare field hundreds of questions about the federal health care program for older adults and people with disabilities.
Social workers say the calls are increasing.
Jewish Family Service has received many inquiries about the new drug-discount cards this year and expects even more questions about Medicare's prescription drug coverage when enrollment begins in November.
"Many people are likely to be confused about the new benefit, so we'll help them through the process," said Sue Reed, a social worker and gerontologist for Jewish Family Service.
The busiest local agency answering Medicare questions is the Dallas Area Agency on Aging, where state-certified benefits specialists on a 24/7 "infoline" take calls from beneficiaries and caregivers.
"General questions are answered on the spot, but more specific ones are passed on to counselors who follow up with a call or arrange a meeting," said counseling coordinator Carolyn Toliver.
Each fall, all Medicare beneficiaries receive Medicare & You, a handbook detailing the program's benefits and changes, but the federal agency still answers questions at its toll-free phone number and Web site.
Medicare has had 5.4 million calls nationwide to 1-800-633-4227 and 18.3 million visitors to www.medicare.gov this year.
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