When someone is discharged from the facility I work at, all we're allowed to tell someone later is that the patient is no longer here. No details on where they go.
Today an especially demanding family member kept trying to get information on a patient who'd been discharged last week. Said nobody in the family knew where the patient went.
I apologized to the person for not being able to share the information they sought, but stuck to my guns. All I could tell them was the patient was no longer here. The family member became quite nasty and belligerent, so I asked her to hold and spoke with my charge nurse. My charge believed my answer was correct, but asked me to confirm the the nursing supervisor that my answer was correct, that we couldn't give that information. It isn't like it was a worried parent looking for a child, but a far more distant relative looking for an A&O adult. Yep, supervisor told me what I'd said was correct, so I got the person off hold. Once again, I apologized, but told them I couldn't release that information.
The last thing I was told was that they'd be calling administration before they hung up. I just hope I don't get in trouble. I don't think I am in the wrong, by not violating HIPAA. But it has been bothering me. I'm always quite clear with my name on the telephone and readily repeat it if they need to write it down. I know my name will come up if this person does indeed call a complaint.
Usually the charge nurse handles things like this, but the charge was focused on a patient going downhill fast. Stabilizing a patient is far more important that a phone call, unless it is a call from an MD about the patient she is assisting with.
What is the best way to handle situations like this? I am sure it'll happen again.
