What actions should I take when leaving appointment information with someone that answers the patient’s telephone?
If the individual identifies him or herself as the patient you may share the information. If you have verified that you have called the number the patient provided then you may leave a message with the person answering the phone. If you are not speaking to the patient the information you leave should be very limited such as “Please ask Ms. Smith to call Dr. Jones’ office at XXX-XXX-XXXX” or “We are calling to confirm Mr. Smith’s medical appointment tomorrow”.
Be Alert. If the person you are speaking with is not the patient and asks you for additional information regarding the patient’s condition or the purpose of the visit, do not provide them with that information unless you have a documented authorization from the patient to release information to that individual.