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Frequently Asked Questions

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Frequently Asked Questions

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Is it okay to leave information on a patient’s voicemail or answering machine?

Yes.  Leaving information on a patient’s voicemail or answering machine is permitted.  However, take these steps to safeguard the patient’s privacy and reduce the risk of unnecessary disclosures:
  • Verify that you have the correct phone number.
  • You should only leave a patient’s first name in a message - as an added precaution.
  • Do not include the clinic or department name if it can identify the reason the patient is being seen.
  • Do not leave the patient’s medical record number, lab results or the name of a medication in a message.
  • Do not leave highly confidential information in a message (a mental illness or developmental disability, HIV/AIDS, communicable/venereal diseases, substance (e.g. alcohol or drug) abuse of an adult with a disability, sexual assault, child abuse and neglect, or genetic testing).


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