Answering the phone without accidental patient information release?

[IndianaISNurse]

Hey guys - I just took a PCT job on a MS floor in preparation for my nursing career that will begin in January. I am absolutely terrified to answer the phone because I don't want to accidentally release information to the caller, such as if a certain patient is there or not.

Obviously I'm not going to voluntarily hand over any information about the patient. My main concern is confirming the presence of a patient.

What types of questions should I ask before acknowledging the patient is there? How should I reply if they can't answer these questions?

[MunoRN, RN]

HIPAA actually specifically allows you to confirm that someone is a patient there when asked, unless the patient has requested "do not announce" (DNA) status or if the patient is made DNA status by default per policy (such as with a mental health admission). Facility policy might differ and may be more strict than HIPAA, so what you can and can't divulge should be part of your orientation.

[dudette10, MSN, RN]

Patients have to specifically opt out of hospital directories or has to provide restrictions to whom this information is given. Unless the patient has opted out or provided restrictions, confirming the pt's presence at the facility and room number is not a HIPAA violation.

[westieluv]

Also check to see if your facility has a policy in place where the family members can create a password with the hospital staff for when they call for updates on the patient. If someone calls and wants to know how Mrs. X is doing, you ask them for the password. If they know it, fine, if they don't, they cannot have any information. I have worked at hospitals with a system in place like this and it makes things more black and white for sure.

[firstinfamily, RN]

Most facilities I have worked use the "code" name to verify the caller is a person the patient wants to keep informed. Otherwise, if it is a family member or friend asking about transfers or patient condition I refer them to the responsible person or contact person listed on the chart. If the patient is alert and oriented I will transfer the call to their room.

[Meriwhen, ASN, BSN, MSN, RN]

Some places will confirm presence and/or let you transfer phone calls to the patient unless the patient opts out; other places will not confirm presence or allow calls unless the patient opts in.

So find out the policy of the facility you work at, the practice of the unit you work on AND what the patient's wishes are. That is what should guide you.

[caliotter3]

Some facilities have a policy on who can and can not even answer the phone, so I would look into your facility policy. I would not go out my way to answer the phone. If possible, get this okayed with your supervisor. They may prefer you attend to your other duties anyway.

[BuckyBadgerRN, ASN, RN]

What did they teach you in orientation?

[Glycerine82, LPN]

I did unit clerk for awhile.

Like others have said, you are allowed to say if they are there, and you are allowed to transfer the caller to the patients room. You are NOT allowed to give them the patients room number or phone number, and I don't give out statuses or conditions no matter what, because I'm not a nurse.

If they asked for the room or phone number, I usually would just say "I'm not allowed to give you that for privacy reasons, but I am happy to transfer you and (Insert patients name here) can give it to you"

If they wanted anything specific, I would ask for the privacy number and send them to the patients nurse.

If they didn't know the privacy number, or were angry, I would put them on hold and transfer it to the charge nurse, after I told her what was going on.

There will be certain patients that have what we called a DNA, "Do not announce". Which meant we were to say they weren't there.