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Module 6Guidelines for Contacting Patients

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Introduction

We contact patients for many purposes. This module will provide guidelines for contacting patients about:

– Appointment reminders – Scheduling appointments or procedures– Providing patient instructions prior to or after

a procedure– Relaying test results – Follow up after visit to Emergency

Department or other department– Billing and Collections

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Guidelines for Contacting Patients

Patient rights must be respected in all conversations with or about patients, including telephone contact, voice mail and answering machine messages.

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Guidelines for Contacting Patients

Before contacting a patient, make sure the patient does not have an approved request for an alternative method or location for communications, or a restriction on particular disclosures (which should be documented in the medical record).

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Guidelines for Contacting Patients

You should NOT leave PHI on answering machines, voice mails or with anyone answering other than the patient or their authorized representative.

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Guidelines for Contacting Patients

Appointment reminders made by telephone must be limited to:

– Patient’s Name – Caller’s Name– Location “UNC Health Care” – Date and Time of appointment– A call back number for further questions

Do NOT leave the name of the specific procedure or reason for the visit!

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Guidelines for Contacting Patients

More information is available in the UNC HCS Privacy Guidelines, which can be obtained from your manager.

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For Example:Tori is responsible for contacting patients to remind them about their appointments in the Infectious Disease Clinic. She leaves this message on the patient’s answering machine:

“Hi, this is Tori calling for John Peterson to remind you about your appointment tomorrow at noon. If you have any questions, please return my call at 966-xxxx.”

Is this message appropriate? Why or why not?

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For Example:

Yes, this is an appropriate message. Tori did not identify the clinic because of its sensitive nature, but did identify herself, the patient, the appointment time and a callback number.

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Guidelines for Contacting Patients

For any reason other than appointment reminders, make every effort to speak directly to the patient or leave only call back information.

Test results may NOT be left with anyone other than the patient or their authorized representative. Do NOT leave results on voice mail or an answering machine.

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Verification of Identity of Requester Prior to the Release of Patient Information

Information will not be released to anyone unless they have a right to the information. Prior to the release of information, reasonable efforts must be made to verify the identity of the person making the request and the person’s right to receive the information. Once verification has been made, follow the appropriate procedures for release of information.

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Verification of Identity of Requester Prior to the Release of Patient Information

No information should be released if the person making the request does not reference the patient by name.

If the requester is a member of the press, please contact the UNC HCS Public Affairs and Marketing Department.

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For Example:Sam, who works at the information desk, has heard through the grapevine that there is a celebrity currently undergoing cancer treatment here at the hospital. A member of the news media approaches him for information about this person’s condition and treatment. When Sam looks at the patient list, he sees that this person has “opted out” and is not listed. Sam tells the reporter, “yes, that person is here and is currently undergoing treatment for cancer but that’s all I can tell you.”

Did Sam say too much? 

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For Example:Yes, Sam said WAY too much! 1. When he looked at the Patient List and did not see

the patient’s name listed, his response should have been, “I’m sorry, but I have no information on that person.”

2. Knowing that the person inquiring was from the Media, Sam should have referred the person to the Public Affairs and Marketing Department.

3. The fact that Sam knew that this person was in the hospital is also a problem. If others in the Hospital were not talking about this patient, how would Sam have even known he or she was there? Remember: It is up to each of us to keep patient information confidential.

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Identification Procedure

In order to identify the person making the request:

– obtain the persons name and relationship to the patient.

– obtain purpose of request and basis for providing information.

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Identification Procedure

UNC HCS has written guidelines, obtainable from your manager, for the verification of an individual’s identity. These guidelines provide verification procedures for specific types of inquiries, including inquiries from family members, personal representatives, police officers and other officials.

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You have now successfully completed You have now successfully completed the online HIPAA Contacting Patients the online HIPAA Contacting Patients

and Verification Moduleand Verification Module

You have now successfully completed You have now successfully completed the online HIPAA Contacting Patients the online HIPAA Contacting Patients

and Verification Moduleand Verification Module

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