OnlineCourseModule6GuidelinesforContactingPatientsSTARTClicktobegin…化妆品–Appointmentreminders–Schedulingappointmentsorprocedures–Providingpatientinstructionspriortoorafteraprocedure–Relayingtestresults–FollowupaftervisittoEmergencyDepartmentorotherdepartment–BillingandCollectionsNextPrevGuidelinesforContactingPatientsPatientrightsmustberespectedinallconversationswithoraboutpatients,includingtelephonecontact,voicemailandansweringmachinemessages.NextPrevGuidelinesforContactingPatientsBeforecontactingapatient,makesurethepatientdoesnothaveanapprovedrequestforanalternativemethodorlocationforcommunications,orarestrictiononparticulardisclosures(whichshouldbedocumentedinthemedicalrecord).NextPrevGuidelinesforContactingPatientsYoushouldNOTleavePHIonansweringmachines,voicemailsorwithanyoneansweringotherthanthepatientortheirauthorizedrepresentative.NextPrevGuidelinesforContactingPatientsAppointmentremindersmadebytelephonemustbelimitedto:–Patient’sName–Caller’sName–Location“UNCHealthCare”–DateandTimeofappointment–AcallbacknumberforfurtherquestionsDoNOTleavethenameofthespecificprocedureorreasonforthevisit!NextPrevGuidelinesforContactingPatientsMoreinformationisavailableintheUNCHCSPrivacyGuidelines,whichcanbeobtainedfromyourmanager.NextPrevForExample:ToriisresponsibleforcontactingpatientstoremindthemabouttheirappointmentsintheInfectiousDiseaseClinic.Sheleavesthismessageonthepatient’sansweringmachine:“Hi,thisisToricallingforJohnPetersontoremindyouaboutyourappointmenttomorrowatnoon.Ifyouhaveanyquestions,pleasereturnmycallat966-xxxx.”Isthismessageappropriate?Whyorwhynot?NextPrevForExample:Yes,thisisanappropriatemessage.Torididnotidentifytheclinicbecauseofitssensitivenature,butdididentifyherself,thepatient,theappointmenttimeandacallbacknumber.NextPrevGuidelinesforContactingPatientsForanyreasonotherthanappointmentreminders,makeeveryefforttospeakdirectlytothepatientorleaveonlycallbackinformation.TestresultsmayNOTbeleftwithanyoneotherthanthepatientortheirauthorizedrepresentative.DoNOTleaveresultsonvoicemailoranansweringmachine.NextPrevVerificationofIdentityofRequesterPriortotheReleaseofPatientInformationInformationwillnotbereleasedtoanyoneunlesstheyhavearighttotheinformation.Priortothereleaseofinformation,reasonableeffortsmustbemadetoverifytheidentityofthepersonmakingtherequestandtheperson’srighttoreceivetheinformation.Onceverificationhasbeenmade,followtheappropriateproceduresforreleaseofinformation.NextPrevVerificationofIdentityofRequesterPriortotheReleaseofPatientInformationNoinformationshouldbereleasedifthepersonmakingtherequestdoesnotreferencethepatientbyname.Iftherequesterisamemberofthepress,pleasecontacttheUNCHCSPublicAffairsandMarketingDepartment.NextPrevForExample:Sam,whoworksattheinformationdesk,hasheardthroughthegrapevinethatthereisacelebritycurrentlyundergoingcancertreatmenthereatthehospital.Amemberofthenewsmediaapproacheshimforinformationaboutthisperson’sconditionandtreatment.WhenSamlooksatthepatientlist,heseesthatthispersonhas“optedout”andisnotlisted.Samtellsthereporter,“yes,thatpersonishereandiscurrentlyundergoingtreatmentforcancerbutthat’sallIcantellyou.”DidSamsaytoomuch?NextPrevForExample:Yes,SamsaidWAYtoomuch!1.WhenhelookedatthePatientListanddidnotseethepatient’snamelisted,hisresponseshouldhavebeen,“I’msorry,butIhavenoinformationonthatperson.”2.KnowingthatthepersoninquiringwasfromtheMedia,SamshouldhavereferredthepersontothePublicAffairsandMarketingDepartment.3.ThefactthatSamknewthatthispersonwasinthehospitalisalsoaproblem.IfothersintheHospitalwerenottalkingaboutthispatient,howwouldSamhaveevenknownheorshewasthere?Remember:Itisuptoeachofustokeeppatientinformationconfidential.NextPrevIdentificationProcedureInordertoidentifythepersonmakingtherequest:–obtainthepersonsnameandrelationshiptothepatient.–obtainpurposeofrequestandbasisforprovidinginformation.NextPrevIdentificationProcedureUNCHCShaswrittenguidelines,obtainablefromyourmanager,fortheverificationofanindividual’sidentity.Theseguidelinesprovideverificationproceduresforspecifictypesofinquiries,includinginquiriesfromfamilymembers,personalrepresentatives,policeofficersandotherofficials.NextPrevYouhavenowsuccessfullycompletedtheonlineHIPAAContactingPatientsandVerificationModule-ClickHEREtoendshow-Prev