“So and so’s family member is calling but they don’t have the pin number”

[missnursingstudent19]

I have had this happen so many times and I don’t know the right way to handle it. So many times the secretary or another nurse will say “so and so’s family member is on the phone but they don’t have the pin number - it’s completely up to you” making me have to be the bad guy and tell the family member I won’t talk to them without the pin - or talk to the family member and risk that it’s some random stranger or someone the patient wouldn’t want to have any info. Why wouldn’t the secretary or other nurse just tell the family member to begin with “well the nurse can’t give any information without a pin”? Why pass it off? The secretary/nurse usually just looks at me like I should just talk to the family member anyways. 

[Loco-Bonita, BSN, RN]

If I am in this situation I either check with the patient first to find out if they are okay with me sharing their info, or (if checking with the patient isn’t possible) I tell the unit clerk I can’t give out information without a pin per policy. 

[Hoosier_RN, MSN]

Let your unit manager know that unit secretary/ward clerk/admin assistant does this and may need manager to follow up with policy discussion, as you have, but still get these calls forwarded to you

[SmilingBluEyes]

I agree with Hoosier. Follow policy and ask the manager to ensure everyone else does, too. That way, there is no staff splitting.

[JBMmom, MSN, NP]

At my facility if the caller doesn't have the password, we aren't even allowed to acknowledge that they are a patient. It shouldn't even get past the person answering the phone. If by chance it does, I usually say "I'm sorry for any inconvenience, but I am legally not allowed to share any information regarding that patient." If they persist from there I tell them they will have to call a family member for information. But, as others have mentioned, your unit secretary needs to be educated on the policy and there needs to be a uniform approach. 

[Hoosier_RN, MSN]

The local hospital switchboards now get calls at 3 local hospitals-no longer direct calls to units, started with covid, and other than privacy, unsure why-if you don't give code when asking for patient, the call goes no further. Ex: me, calling Country Bumpkin General: this is Hoosier at the dialysis clinic, I'm calling regarding patient John Smith

CBG operator: we have no patient by that name, have a good day. 

OR

Me: this is Hoosier at the dialysis clinic, I'm looking for patient John Smith, code Catfish.

CBG operator: John is on 4 west, let me connect you to the nurses station...

It's weird that persons answering the phone can't follow simple security measures. Sheesh, it's not rocket science

ETA: if a code is enacted by patient/family. Not everyone takes this security measure

[Davey Do]

6 minutes ago, Hoosier_RN said:

It's weird that persons answering the phone can't follow simple security measures. Sheesh, it's not rocket science

Back when Wrongway had unit secretaries, some of them were useless.

Pat, an older nurse I worked with, noted that a certain unit secretary "sat around all day with her thumb up her butt".

I asked Pat if that was her concrete or an abstract perception.

[FolksBtrippin, BSN, RN]

I don't talk to the family member when that happens. I go straight to my patient and say "your mom called but she doesn't have your pin number. If you want us to talk to her please call her and give her your pin. If not, no worries."

[Davey Do]

3 minutes ago, FolksBtrippin said:

I don't talk to the family member when that happens. I go straight to my patient and say "your mom called but she doesn't have your pin number. If you want us to talk to her please call her and give her your pin. If not, no worries."

FolksBtrippin, I say this with all due respect:

Stop making sense.

[Susan Boyd]

Although this is general hospital policy, in my unit it is an *it depends* situation. I have no problem telling a family member no code no patient. 

HOWEVER. We are a trauma ICU. Sometimes in the hustle of stabilizing a patient that code is missed and the family member that accompanied them to the hospital is unaware of it because we forgot to give it.

There is a loop hole I use though. "What's your name mamm?"

Pull up facesheet and look at emergency contacts. If their name is listed I then provide the code with a stern explanation they are only getting this number because they are the patients emergency contact. From here on out, I cannot even confirm John is here without it. 

If they are not on that list and have no code I don't confirm patient is there even if they say, *Yes he is, in 5215. I was just there last night!* 

If it is a situation where someone not on the contact list calls but I absolutely remember them being present with the patient at admission I will defer to the nurse. It's not a cop out. It's a situation where they probably should have gotten it, and John is intubated so he cant say yay or nay. 

[sevensonnets]

Somebody from a local LTC kept leaving me voice mails to notify me of changes in my father's condition, even gave the man's name and details. My father's condition is he's been dead since 1981. I finally called this place to tell them Hey, you're calling the WRONG person, and they wouldn't talk to me because I didn't know the pin!! I didn't need it anyway. They called back three days later with the result of the urine culture and his temp was down after two days of ABX.

[JKL33]

On 3/12/2021 at 11:09 PM, Susan Boyd said:

Although this is general hospital policy, in my unit it is an *it depends* situation.

That's fine for common sense/good nursing judgment to be used in these situations. The policy should specify that it depends on the situation.

What isn't fine is policies that are put on paper without allowance for nuance but then everyone is expected to make exceptions in order to facilitate care or to meet customer service expectations.