call backs

  1. 0
    We are now doing call backs in ER. Feels like a huge HIPAA violation. Is it? Do you leave a message? I don't feel comfortable doing these. Any remarks?
  2. Get our hottest nursing topics delivered to your inbox.

  3. 13 Comments so far...

  4. 0
    What do you mean 'call backs'?
    Calling the patients after discharge to see how they are doing?
    Asking how their ER experience was?
    I didn't know you could do that?!?!
  5. 0
    Quote from pmbyke
    We are now doing call backs in ER. Feels like a huge HIPAA violation. Is it? Do you leave a message? I don't feel comfortable doing these. Any remarks?
    what kind of call backs are you doing? Like for positive cultures or just general "hey how are you doing?"
  6. 3
    Why would it be a HIPAA violation, for XYZ institution who has just cared for the patient (with the patient's full knowledge and consent) to check on the patient 24 or 48 hours later?
  7. 1
    Patients are asked in registration for a number where a message can be. Left. Why a hipaa violation?
    corky1272RN likes this.
  8. 0
    I suppose there is a risk of someone picking up the phone and pretending to be the one the call was intended for, not that it would happen often as there isn't much one would gain from being deceitful in that way. Also, this is the first I've heard of such a practice and I must say, the customer service initiative on the civilian side of health care is simply getting out of hand.
  9. 0
    call backs for us is when you call the pt to see how there visit went and so on. I am afraid of that person not wanting anyone at that home phone knowing they went to ER. what if it's a message machine and there is caller ID showing ER. Just don't like it.
  10. 0
    My old ED did this. We asked for a number the patient could be reached at. Never left messages. Caller ID only showed the hospital number main line, not ED.

    Patients were just asked how they were doing, how their visit went, and if they have followed up with their primary.

    The ED nurses were the ones making the calls. They said it took up too much time. Think about night shift coming in, they had to make their calls within 2-3 hours of coming in. Typically they tried to make it the nurse who cared for the patient. Each nurse got a clipboard with their list as they clocked in, and then made their calls.

    Never heard of patients complaining really. Only had to make 2 attempts to reach the patient before you could say you were done trying.
  11. 0
    Quote from pmbyke
    call backs for us is when you call the pt to see how there visit went and so on. I am afraid of that person not wanting anyone at that home phone knowing they went to ER. what if it's a message machine and there is caller ID showing ER. Just don't like it.
    We had a patient show up once with chest pain accompanied by his mistress. He was incensed when we "outed" him by calling his house (for routine check) because then his wife found out he was treated there, and why didn't he tell her at the time? Thank God for humor in medicine...
  12. 0
    We have done callbacks on left without being seens and AMAs and anyone else who is flagged as needing a call back to make sure they're OK. Also positive cultures.


Top