Answering Phone Calls & Maintaining Confidentiality

smoup · Apr 19, 2015

My unit doesn't do this, but you could have the patients give the people they want to be able to get information a "code word" that the caller must give when they call. Not sure how it works since the person could give it to another person.

As for if the person is getting upset/angry, you just have to be firm with explaining that you cannot give out any information.

elkpark · Apr 19, 2015

What else do you say? What do you say when the other person gets upset/angry?
I know this should be a simple thing to do, but I am so worried that I am going to accidentally break confidentiality and I want to have a plan for how to approach phone calls. I also feel as though it is impossible to verify the true identity of the caller and I am afraid I will transfer a call from someone who is claiming to be someone else. Thank you to everyone who comments.

You use the "broken record" technique, and just keep repeating, pleasantly and professionally, "I'm sorry, I can neither confirm nor deny whether anyone by that name is here" (or whatever you prefer to say) however many times it takes until the person on the other end gets the message and gives up. You're right; you usually can't be sure who the person on the other end of the telephone line is.

As smoup notes, a lot of units use a "code word" (or number) that the client can give to people s/he wants to be able to get through on the 'phone. But there is potential for abuse or mishaps there (someone who was legitimately given the code word/number gives to someone else who isn't supposed to have it). There isn't any perfect system.

NightOwlPsyRN · Apr 21, 2015

At my facility, in order for a third party to reach a patient, they have to provide the patient's name and patient identification number (in which the patient has to give them directly). Without the patient identification number, I answer the phone as you do...that I cannot confirm or deny the presence of any patient without that ID number due to confidentiality laws.

Here's an example:

Me: Thank you for calling No Name Hospital, my name is NightOwlPsyRN, how may I help you?

Caller: Hi, may I speak to John Doe, please?

Me: I can see if we have a patient by that name, however I will need a patient ID number. Can you give me your name and the patient ID number?

Caller: Yeah my name is Jack, but I don't have his ID number...

Me: I'm sorry Jack, without a patient ID number I cannot confirm or deny the presence of a patient at our facility due to confidentiality laws.

At this point, I would talk to the patient, John Doe, let him know Jack called and is trying to reach him and that if he is okay with him calling to talk to him, that he has to call Jack back and give him his patient ID number.

On the flip side, if the person calling DOES HAVE the patient ID number AND is requesting information about a patient (e.g. how they are doing, how meds are working, discharge, etc.), I cannot release information to them unless the patient has signed a release of information for that person (which is in the chart). There has been a lot of instances where patients give their ID number out to give others the ability to call them directly, however, are not comfortable with us providing any information regarding their treatment.

Hope this helps!

fawnsternurse · Apr 21, 2015

In every facility i have worked in its pretty much the same" "I'm sorry, I can neither confirm nor deny whether anyone by that name is here"

Meriwhen, ASN, BSN, MSN, RN · Apr 25, 2015

OP, keep repeating "I'm sorry, but because of privacy laws, I can neither confirm nor deny..." over and over until they get the hint. Be polite but firm and unwavering. Offer to take a message that you will pass along IF the patient is here.

If they start getting threatening or abusive, get the charge nurse/supervisor on the phone to talk to them.

MyPrnPleaseBSN · Apr 29, 2015

My hospital has a "code" system, usually the patient's last four digit of SSN. The outsider wouldn't know, unless the patient themselves told them. We cannot confirm or deny, however, sometimes, we just transfer the call to the day room phone where all the patients are and allow the patient to answer themselves

Mandychelle79, ASN, RN · May 11, 2015

If they call in asking to speak to a patient we just send the calls to the pt. phone whether they are there or not. The patients will either find the person or say I'm sorry he or she is no longer here/ never been. If they call in asking about information we ask their name, check for a release and if none say cannot confirm or deny. My favorite ones are when the family calls, says I know there's not a release and I don't want you to tell me anything but here is what is going on at home.

PG2018 · May 12, 2015

Simple. Never answer the phone. It was always a bone of contention with my coworkers, but there was no way I would answer that phone.

allnurses Guide · May 12, 2015

We require a code word that the pt comes up with.

Just yesterday, I asked a caller "do you have a code?".

The caller replied, "No. I think it's just allergies."

It took me a second...

PG2018 · May 12, 2015

I asked a caller "do you have a code?".
The caller replied, "No. I think it's just allergies."

BAHAHAHAHA.

I love you. Seriously. That was great.

PsychNurs · May 30, 2015

Thank you everyone for all of your replies. They have been very helpful!