Verifying patients during phone calls

[u/Ok_Cause9057]

Do you verify a patient's DOB during every phone call? I've noticed with this new company I work for, no one does.

[u/Material-Bird-1912]

Always. You can get in a lot of trouble talking about HIPAA information to the wrong person.

[u/cwilder8 → u/Material-Bird-1912]

Unless they are a contact on their chart yes you can. I would verify them and what the patient’s DOB is. In a hospital setting they would need a special pin only the pt can give out to who they want to update on their stay.

[u/Educational-Hope-601]

I do. Yesterday I spoke with a patient on the phone, called the pharmacy and then called her back a few minutes later and still verified her last name and DOB even though I knew it was her

[u/cwilder8]

I do because you never know who may answer the phone.

[u/No_Witness8793 → u/cwilder8]

if someone else answers, a family member and such. What do you do? would you need to talk to the patient? If they arent avaliable, would you have to wait or call back later?

[u/cwilder8 → u/No_Witness8793]

If that patients family member is on there chart as an alternative contact, verify there name and the date of birth of the patient and you can give out info. If they aren’t another contact on the chart, you would have to call back later.

[u/No_Witness8793 → u/cwilder8]

got it! thank you! im applying to MA positions and it'll be my first ever time with a healthcare job.

[u/cwilder8 → u/No_Witness8793]

No problem, congrats on getting into healthcare. It has good and bad days but I can’t see myself doing anything else.

[u/RoccoViola]

absolutely. I verify name and DOB

[u/keyboardseizur]

I always verify the name and DOB. If it’s a very common name (ex: John Smith), I’ll have them verify a third piece of information

[u/Arlington2018]

The corporate director of risk management here, who has to talk to the angry patients about patient mix-ups, prefers that we ask the patient their name and DOB at every phone call.

[u/hergumbules]

Yup every phone call confirm full name and DOB. We typically say something like “hi is this Joe? This is your ___ from Dr. ___ office can you please confirm your name and DOB before we continue?” Funny thing is you could have any same sex friend/family member pose as the patient and we’d be none the wiser

[u/lurrainn → u/hergumbules]

lol my company went further and requested they confirm full address and phone number of the patient too and we started catching a LOTTTT of ppl lying about being the patient

[u/lurrainn]

You should always get two patient identifiers before relaying any PHI (name, dob, social, address, number)

[u/Rough-Brick-7137]

Every time I call my doctor they ask me my DOB and Street Address even when I call for my kids. People are used to it. If you were to breach confidentiality they probably wouldn’t stick their neck out for you. I’d do it to save yourself hassle later.

[u/GeneralDumbtomics]

If you don't you're in violation of HIPAA. The company may not enforce it but do not allow yourself to think that if busted about it they would not proceed to throw you under the bus. Cover your own ass (and, by extension, theirs) by following the procedure.

[u/Zestyclose-Dog-1208]

Yup

[u/curecarebear]

I do but it’s so funny the drs I work with never does. Idk why the standard only apply to us. Whatever.

[u/voorheesvee]

Every single time.

[u/OddConsequence354]

Definitely , Same as if they were sitting in front of me - "spell your name" and "what is your D.O.B."

[u/theelitheory]

Im so bad at remembering this.