How do you handle phone calls from family/others?

[Lola77]

What do you say when a patient's family member calls from out of town to ask about what is going on with the patient? What about when it is a family member who lives in town and you have met/spoken to in person? What about when the person claims to be POA? What if they say they are the person's spouse/daughter/etc? When I refuse to give information over the phone, citing HIPPA, I get very very angry people. Can I refuse to give any information out over the phone, even if I have already met the person? What about doctor's assistants calling from offices?

If the patient is AXO I just transfer the call to the patient's room. But if they are not, then it puts me into an awkward situation.

Please give me advice about what to say and what (if anything) to chart about this. I have people calling me ALL DAY LONG on my phone. I work in South Florida where a lot of family members live out of state - they have no idea what is going on with Grandma and I feel bad, but I know I can't say anything.

I am so afraid of legal stuff. Sigh.

Thank you for any advice.

[brownbook]

HIPPA is here to stay and nurses lose their licenses over it. But please remember you can, and even must, share patient information with other medical institutions, i.e., a doctors office calling. If you are not sure if it is the doctor's office tell them you will call them back and you can confirm you are calling the doctors phone number.

[ChocoholicRN]

We don't have an official policy, but we do offer the patient the chance to come up with a "codeword" of somesort that they will remember and tell them whoever they wish to have access to information, they should tell them the codeword. This word is documented in the patients chart and only the people who can verify the code can get any information. This isn't a hospital wide policy, but when patients are admitted especially with a lot of family or a high profile patient (we get a lot) then I strongly encourage the use of a codeword. Otherwise, when a family member calls I tell them I can't give out much information, but I can tell you the patient is sleeping/resting and is comfortable and if you would like more information you can call them or ask them when you come in to visit. I have had incidents where a patient will tell me "don't say anything to so-and-so if they call, they're not allowed to know anything" and I respect their wishes. The person on the other end isn't always happy but it's HIPAA policy.

[dthfytr, ADN, LPN, RN, EMT-B, EMT-I]

I agree with Birry. Let the family fight it out and designate a person, or the next of kin. I've got other work to do than to play 20 questions with endless family members, especially when by phone I don't know whom I'm talking with. In the trauma center we had family involved in a light plane crash, minor injuries. A reporter got their names from the police, then presented himself to visit as a family friend. Next I new a security guard was physically carrying him to the front door. Such a beautiful sight.

[JDZ344]

I am in the UK. The RN's are not allowed to give infomation over the phone, unless they set up a passcode with the patient. Nobody but the RN is allowed to give any information, at all.

[FLmomof5]

In the hospitals where I have done clinicals, we can't even acknowledge that the patient is THERE if they do not have the patient code!

This past w/e I was called by my ex's sister. He was in ICU, with issues such that the mortality rate is usually 50 - 70% depending upon what study I read. I put my DD on a plane that day. She is his only child. He is not married but has a GF. His parents are still living and then there is the sister. None of them are in the medical field. I asked ex-sis-in-law for "the patient code". She didn't know what I was talking about. I called the floor (long distance....they live in CO, me FL) and spoke with the nurse. I cautioned her not to violate hippa but I knew that she was my ex's nurse and to please explain to the family what the code is so that I can call and speak to her. That is when I found out not all hospitals use a code. The family gives permission and names go into the chart. Well, DD is still a minor. (17.5 yo) ex-SIL is the one to give permission. She won't. She will call me and tell me (at her convenience).

So....imagine: Oh, he had an echo. It is 15. His liver numbers are up. They are a little worried because his CPK is elevated. They had trouble maintaining his BP last night but that is fine now..... OH! And they think they might be able to save the toe but they aren't sure....it's pretty dark.

On an on with what SHE remembers they talked about. When you ask WHICH CPK is elevated you get Huh? When you said 15, did you mean his EF? What's EF? What were his liver enzymes? It would be silly to ask what is his BUN, creatinine....etc.

Love being on the other side looking in....NOT.