Written Communications

Written communications sent via U.S. mail have an expectation of privacy and can contain PHI for appropriate use. Written communications can be used to relate information to:

• Patients
• Insurance providers
• Attorneys
• Law enforcement agencies
• Social services
• Other physicians or providers
• Hospitals

Commonly Misspelled Words

• Abscess
• Aerobic
• Aneurysm
• Asepsis
• Asthma
• Benign
• Capillary
• Chancre
• Defibrillator
• Desiccation
• Dissect
• Epididymis
• Fissure
• Glaucoma
• Hemorrhoid
• Homeostasis
• Humerus
• Ischium
• Occlusion
• Osseous
• Parenteral
• Parietal
• Perineum
• Peritoneum
• Specimen
• Surgeon
• Vaccine

Telephone Communications

Telephone privacy can be maintained in the office by closing a door or reception screen. Always ask the identity of the caller and give out information regarding a specific patient according to HIPAA guidelines (see Disclosure of Protected Health Information). Also:

• Greet the caller and identify yourself.
• If you need to place the caller on hold, ask if you can do so: “Can you hold please?”
• When returning to the call, confirm the identity of the caller, “Ms. Collins?”
• When offering an appointment, offer specific times. For example, “We can see you at 3 or 4:30 today.”

Scheduling New Patients

• Be sure to get:
• Patient’s telephone number
• Patient’s date of birth
• Type of insurance and insurance ID#
• Reason for appointment
• Name of referring physician (if applicable).
• Offer directions to the office.
• Ask the patient to bring photo ID for first visit.
• Explain copayment policy. For example, “Copayment is due at time of visit.”
• Repeat the day and time of the appointment at the end of the phone call.
• Other items ________________________________________.

Scheduling Established Patients

• Patient’s name
• Reason for visit
• Has insurance information changed since last visit?
• Referral, if applicable
• Other items ________________________________________

Time Required for Treatment

Write in the amount of time and room requirements for appointments as indicated below.

E-mail Communications

Do not expect privacy when using e-mail as a method of communication. Not all e-mail recipients have exclusive access to their e-mail account. Thus, you should never refer to PHI in an e-mail.

Fax Communications

Faxing documents that contain PHI poses risks. If you must fax, be sure to:

• Recheck the fax number before hitting send.
• Recheck authorization to release PHI.
• Always use a cover sheet (see below).

Sample Fax Cover Sheet

ABC Medical Office
123 Main Street
Willington, CT 06279

TO: _____________
FAX #:
Page 1 of ___

Privacy Notice:

This fax transmission contains confidential information. This information is solely for the intended recipient. Be aware that disclosure, copying, distribution, or use of the contents of this information is prohibited. If you have received this fax in error, please notify us at ABC Medical Office at 860-555-9868 or by e-mail at ABCMedical@email.net