call backs

geminiBSN75 · Nov 4, 2012

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?!?!

missnurse01, MSN, RN · Nov 4, 2012

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?"

Altra, BSN, RN · Nov 4, 2012

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?

VICEDRN, BSN, RN · Nov 5, 2012

Patients are asked in registration for a number where a message can be. Left. Why a hipaa violation?

240zRN · Nov 5, 2012

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.

pm2rn · Nov 5, 2012

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.

CP2013 · Nov 5, 2012

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.

nurse2033, MSN, RN · Nov 5, 2012

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...

hiddencatRN, BSN, RN · Nov 6, 2012

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.

~Mi Vida Loca~RN, ASN, RN · Nov 9, 2012

We do these, I hate them. I wish we had like 2 people we hired just to do them. All of us, (well primarily day and mid-shifters) have to do them. We come in each shift and are handed a list of calls we have to make. My facility has been doing them since I started a year ago. It's for customer satisfaction. We have a script we're supposed to read and all.

eatmysoxRN, ASN, RN · Nov 9, 2012

My hospital does these system wide. The CNAs do a lot of them, which can cause issues if the patient does have a question. When I was in the ER as a patient, I received a call asking how I was and how my experience was. Since I work there I raved but really I was treated with less rush since I do work there. And I read the physical by the doc and must wonder which patient she was talking about. Lol.