Of calls and HIPAA!

Nurses General Nursing

Published

One of the most disturbing interuptions in my day at work is the constant and frequent calls I get from family/friends about my patients. And I sound like a parrot when I answer the phone and have to start my ol HIPAA banter, knowing full well I am going to get a wave of nastiness from the other person on the line!

So I have really tried to work on ideas to cut this time wasting, emotionally draining exprience down to nill! Thought it would be cool to get some other ideas as well! I plan on really driving this home with several good ideas written and submitted to my administration in the hospital!

One idea was to have code words the patient families MUST use to gain information. But I think some people didn't have a creative mindset or a perm place to list that codeword so it was readily available...and that idea was just not used...HOWEVER, another nurse combined an idea of mine and we came up with something we think is at least doable! The codeword will be the last 4 digits of the patients account number (which changes each visit...unlike other numbers that are assigned to a patient for good).

We thought it would be great to have these calls fielded by reception...but no way could they take that on, and deal with angry family/friends as well. So guess it will still be up to us...then I thought. Instead of playing musac...play a little blurb before being transfered to the floors about having to have this number in order to get any information due to FEDERAL LAWS! I am sure people will hear it and hang up! If even one person hangs up because of that in my day...that is a total blessing!!!!!!!

What do you guys think? And other ideas would be awesome. Also, I am trying to take in effect the non-verbal patient and demented patients as well...and perhaps better marking on admission forms of WHO may get this number in the case of not having solid authorization from the patient!

Thanks in advance...this should be good! No such thing as a dumb answer either!

Specializes in ICU/Critical Care.

If it was me that was threatened and management failed to do anything, I would file a formal complaint with the administration. They don't realize that they would be just as responsible as that relative for any injury your incurred if that relative did harm you.

Specializes in Med/Surg.

At my facility, one of the first things we do upon admission is have the Pt choose a HIPAA password. This is put on their Kardex and it is up to the Pt (or POA) to give this password to family/friends, etc.

If someone calls and doesn't have the password, well, no info! Works well for us.

Specializes in Med-Surg.
At my facility, one of the first things we do upon admission is have the Pt choose a HIPAA password. This is put on their Kardex and it is up to the Pt (or POA) to give this password to family/friends, etc.

If someone calls and doesn't have the password, well, no info! Works well for us.

Is there a limit to the amount of info you are allowed to give?

Specializes in Med/Surg.
Is there a limit to the amount of info you are allowed to give?

No, there is no limit to the info we are allowed to give, unless the Pt would express limits. Some Pts refuse to give a password and request that all calls be forwarded to their rooms. Others refuse to give a password period; they don't want info given out and they don't want calls.

Specializes in Education, Acute, Med/Surg, Tele, etc.

We also do not have limitations, but I use my own discression on it. Frankly I do it easily...anything that will need to be explained in full by an MD isn't discussed, and I parrot phrase the whole "this is something you need to discuss with their MD who is in charge of all treatments and diagnosis on an individualized basis specific to your loved one".

So basically...general overview...nothing specific. And I tend to make it very 'human'..."we walked in the halls today and they did so well, they ate about 60% of their lunch and I offered them a snack which they enjoyed...we talked about the grandkids during their bed bath which was so much fun to hear about...your grandma seems so proud of them! So basically I would call it a great day...and improvement from yesterday. Still don't know the discharge date yet...that is up to the doctors...but we will try to have a great day waiting it out in the meantime! Will you be coming in today?".

Of course this would change dependant on condition, but as you see I am very human about it and don't go into too much medical gargon unless asked...then I choose the level of my answer dependant.

That is...of course...IF they are privy to the info...which needs to be clarified in my company BIG TIME (IE this thread!).

Specializes in ICU/Critical Care.

I don't go into much detail over the phone. I just say "so and so is in ____ condition, they are receiving medications to help keep up their blood pressure and they are breathing with the help of a machine." I don't give out numbers such as labs and specific vital signs. I also don't give out the results of tests. Since I work in the ICU, I have to often explain the monitors at the bedside. I just tell the family that they need to focus on the patient and not on what the monitor is reading because reading the monitor is my job not their's.

Specializes in CCU, SICU, CVSICU, Precepting & Teaching.
it will not work. do you know how i know that. because i tell the same people day after day "i'm sorry, by federal law, i am not allowed to release info about aunt sue, or cousin luo, and grandma poo. and yet the same people ask again. because some people, and it seems like many with loved ones in the hospital, think they are entitled to more then the rest of the world. they will reason with themselves that if they stay on the line, surely the rules will change for them...

and the rules often do change for them, depending upon which nurse happens to have the patient today. i've heard several of my colleagues and even more physicians just give up the most detailed and personal information to whomever happens to be on the phone. even when they know the caller isn't immediate family. until we have 100% compliance with the rules -- and even then for some families -- we'll continue to have this problem!

the code word does work, however, if everyone follows the rules. and there's no reason the unit secretary cannot screen those calls to keep the nurse from being pulled out of the room constantly. on our unit, there are 2 secretaries on the day shift -- one of them on her cell phone all day and the other on facebook!

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