Phone calls & families <sigh>

  1. 2 It never ceases to amaze me how "families" call the nurses station and either 1. demand info or 2. politely request info on a patient (and then get mad when I refuse them).

    Honestly, you wouldn't call up say, a hotel and say tell me about Mr X staying there...you'd probably get a dial tone.

    Case in point, last night a family member calls and automatically assumes that whoever is answering the phone (me) knows about every single patient in the hospital, and wants an "update on her father's status" (someone didn't take their common sense pills this morning!)

    She proceeds to go on about her day, her struggles (hey I got a lady trying to jump out of bed, but do you care?), until I politely stop her, and say, "I cannot give you any information, however, you can call your father directly" You can guess the rest...(sigh)
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  3. Visit  nyteshade profile page

    About nyteshade

    nyteshade has '10' year(s) of experience and specializes in 'A lil bit of this and a lil bit of that'. From 'The Wild Wild West'; Joined Aug '08; Posts: 543; Likes: 721.

    29 Comments so far...

  4. Visit  CNL2B profile page
    1
    I have a feeling you are gonna be preaching to the choir on this one. The only thing I haven't figured out is if the general public really is that totally unaware of HIPPA (even though it has been in place for quite some time) or they genuinely think that they are special and that we are going to make exceptions for them.
    wooh likes this.
  5. Visit  Kellyma profile page
    0
    Quote from CNL2B
    I have a feeling you are gonna be preaching to the choir on this one. The only thing I haven't figured out is if the general public really is that totally unaware of HIPPA (even though it has been in place for quite some time) or they genuinely think that they are special and that we are going to make exceptions for them.

    yeah I've had a family member who found me in another hall, (nursing home) to ask me for something as were walking towards her father's room "what's wrong with the people in that hall?" lol kinda weird I mean it wasn't like everyone on that one hall all had the same problems and even if they did I can't tell her "what's wrong with them" I would think people would assume I can't go one talking about residents with random people, but I guess not. I think I said something like "I don't know they're all different." she caught me off guard.
  6. Visit  HamsterRN profile page
    1
    Quote from CNL2B
    I have a feeling you are gonna be preaching to the choir on this one. The only thing I haven't figured out is if the general public really is that totally unaware of HIPPA (even though it has been in place for quite some time) or they genuinely think that they are special and that we are going to make exceptions for them.
    There have been numerous threads on this issue and in general it seems to be nurses that are totally unaware of HIPPA. HIPPA does not prohibit us from providing information to family and friends, it only places requirements on how that information is given. Use a PIN, password, or just pass the phone to the patient for a second to confirm that you can provide information to that person.

    Involving family and friends (with permission) in the overall care of a patient is an important part of nursing care. Too often, we seem to use HIPPA to excuse lazy, poor care.
    livinthedreamRN likes this.
  7. Visit  mappers profile page
    17
    It's HIPAA...Health Insurance Portability and Accountability Act. If you always remember Accountability Act, you'll get it right.
    nursej22, prinsessa, Coffee Nurse, and 14 others like this.
  8. Visit  CNL2B profile page
    11
    Quote from HamsterRN
    There have been numerous threads on this issue and in general it seems to be nurses that are totally unaware of HIPPA. HIPPA does not prohibit us from providing information to family and friends, it only places requirements on how that information is given. Use a PIN, password, or just pass the phone to the patient for a second to confirm that you can provide information to that person.

    Involving family and friends (with permission) in the overall care of a patient is an important part of nursing care. Too often, we seem to use HIPPA to excuse lazy, poor care.
    I work in an ICU. The vast majority of the time our patients are too sick to contribute an opinion as to whether or not they want information given out. Unless we have a list of people the NOK has specified that we can give information to, we restrict all information and ask them to refer to the NOK for details.
    canoehead, VivaRN, Ruby Vee, and 8 others like this.
  9. Visit  Lucky0220 profile page
    4
    heyguys.....it's hipaa! you are nurses, talking about it, so learn how to spell it. please
    and yes, i'm a proud member of the grammar and spelling police


    by the way, so you don't think that i am being holier than thou, in a long past post, i had a question regarding a hipaa violation. while i had spelled it correctly in my actual post, i spelled in wrong in the title! big and large, and when i noticed it, it was too late to change it. i was embarassed, but i learned from it.
    NeonatalICU-RN, mamamerlee, scoochy, and 1 other like this.
  10. Visit  CNL2B profile page
    3
    Quote from lucky0220
    hey everyone...it's hipaa! you are nurses, talking about it, so learn how to spell it. please
    and yes, i'm a proud member of the grammar and spelling police


    by the way, so you don't think that i am being holier than thou, in a long past post, i had a question regarding a hipaa violation. while i had spelled it correctly in my actual post, i spelled in wrong in the title! big and large, and when i noticed it, it was too late to change it. i was embarassed, but i learned from it.
    i could go ahead and correct it now, but it's too late.

    for me, it's one of those things where you type faster than you think. my fingers are more used to typing two pps in a row (happy, crappy, sappy, poppy, dippy, puppy) than two aas. what word has two as (besides aardvark, which i am not sure i've ever had need to use in a sentence over the last number of years....)

    anywhoo, it's not that i don't know, it's just that my fingers don't know.
    ktwlpn, mskate, and Lucky0220 like this.
  11. Visit  Lucky0220 profile page
    0
    Quote from mappers
    It's HIPAA...Health Insurance Portability and Accountability Act. If you always remember Accountability Act, you'll get it right.

    Mappers, you rock! You got it posted before I finished writing my post!! :redpinkhe
  12. Visit  Lucky0220 profile page
    1
    Quote from cnl2b
    i could go ahead and correct it now, but it's too late.

    for me, it's one of those things where you type faster than you think. my fingers are more used to typing two pps in a row (happy, crappy, sappy, poppy, dippy, puppy) than two aas. what word has two as (besides aardvark, which i am not sure i've ever had need to use in a sentence over the last number of years....)

    anywhoo, it's not that i don't know, it's just that my fingers don't know.
    cnl2b.....based on all your other posts, many of which i have learned a lot from, i was surprised to see it from you. i really did figure you were typing fast!!!
    CNL2B likes this.
  13. Visit  CNL2B profile page
    0
    Quote from lucky0220
    cnl2b.....based on all your other posts, many of which i have learned a lot from, i was surprised to see it from you. i really did figure you were typing fast!!!
    awww, thank you. i get warm fuzzies. :redpinkhe :redpinkhe
  14. Visit  Lucky0220 profile page
    1
    Quote from nyteshade
    It never ceases to amaze me how "families" call the nurses station and either 1. demand info or 2. politely request info on a patient (and then get mad when I refuse them).

    Honestly, you wouldn't call up say, a hotel and say tell me about Mr X staying there...you'd probably get a dial tone.

    Case in point, last night a family member calls and automatically assumes that whoever is answering the phone (me) knows about every single patient in the hospital, and wants an "update on her father's status" (someone didn't take their common sense pills this morning!)

    She proceeds to go on about her day, her struggles (hey I got a lady trying to jump out of bed, but do you care?), until I politely stop her, and say, "I cannot give you any information, however, you can call your father directly" You can guess the rest...(sigh)
    Didn't mean to hijack the post, but just couldn't help myself.

    But there are people out there that are just plain nosey. Also, those that are not working in any field that requires privacy rights, just may not know the rules. Our computer system generates a numeric password upon admission and we tell that to the patient. We explain that anyone wanting info will have to know that password. Also, if I answered the phone and it was not about my patient, I tell the caller that I will get their nurse for them. Hope this helps.
    wooh likes this.
  15. Visit  wooh profile page
    6
    Everyone thinks they're a special snowflake. I've had people come in to the hospital that don't even know the patient's last name. Heck, some aren't even sure of the first name.

    As for it being "lazy" and "poor care" to "not involve the family." It's not just family calling. It's neighbors, it's third cousins twice removed, it's ex-spouses, people that went to church with Bob three years ago and don't know his last name but how many Bobs could there be in the hospital, can't I just look him up under "Bob" or maybe it's actually Bill, or is it Rob, I'm not sure but surely you know who I'm talking about, actually they may have been discharged, can you give me their home phone number????
    Now all of these people would have a giant fit if THEY were my patient and I even admitted they were in the hospital, but it should be perfectly ok for me to tell them what they want to know.
    canoehead, nursej22, VivaRN, and 3 others like this.


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