1. Online Course Module 6 Guidelines for Contacting Patients START Click to begin…

2. NextPrev 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

3. NextPrev 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.

4. NextPrev 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).

5. NextPrev 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.

6. NextPrev Guidelines for Contacting Patients Appointment reminders made by telephone must be limited to: –Patients Name –Callers 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!

7. NextPrev Guidelines for Contacting Patients More information is available in the UNC HCS Privacy Guidelines, which can be obtained from your manager.

8. NextPrev 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 patients 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?

9. NextPrev 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.

10. NextPrev 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.

11. NextPrev 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 persons right to receive the information. Once verification has been made, follow the appropriate procedures for release of information.

12. NextPrev 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.

13. NextPrev 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 persons 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 thats all I can tell you. Did Sam say too much?

14. NextPrev For Example: Yes, Sam said WAY too much! 1.When he looked at the Patient List and did not see the patients name listed, his response should have been, Im 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.

15. NextPrev 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.

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

17. NextPrev You have now successfully completed the online HIPAA Contacting Patients and Verification Module - Click to end show - Prev