One of the most disturbing interuptions in my day at work is the constant and frequent calls I get from family/friends about my patients. And I sound like a parrot when I answer the phone and have to start my ol HIPAA banter, knowing full well I am going to get a wave of nastiness from the other person on the line!
So I have really tried to work on ideas to cut this time wasting, emotionally draining exprience down to nill! Thought it would be cool to get some other ideas as well! I plan on really driving this home with several good ideas written and submitted to my administration in the hospital!
One idea was to have code words the patient families MUST use to gain information. But I think some people didn't have a creative mindset or a perm place to list that codeword so it was readily available...and that idea was just not used...HOWEVER, another nurse combined an idea of mine and we came up with something we think is at least doable! The codeword will be the last 4 digits of the patients account number (which changes each visit...unlike other numbers that are assigned to a patient for good).
We thought it would be great to have these calls fielded by reception...but no way could they take that on, and deal with angry family/friends as well. So guess it will still be up to us...then I thought. Instead of playing musac...play a little blurb before being transfered to the floors about having to have this number in order to get any information due to FEDERAL LAWS! I am sure people will hear it and hang up! If even one person hangs up because of that in my day...that is a total blessing!!!!!!!
What do you guys think? And other ideas would be awesome. Also, I am trying to take in effect the non-verbal patient and demented patients as well...and perhaps better marking on admission forms of WHO may get this number in the case of not having solid authorization from the patient!
Thanks in advance...this should be good! No such thing as a dumb answer either!