How to Communicate Patient Information

In the healthcare profession, there will be several occasions where you will have to discuss sensitive information with a patient and their family. It is imperative to keep a patient's medical information confidential. All healthcare professionals must follow The Health Insurance Portability and Accountability Act (HIPAA) guidelines. There are several ways to communicate with a patient and ensure their privacy.

• Confirm you have the correct patient. There have been several incidents where medical information has been given to the wrong patient. Review the chart, then make sure to say the patient's name upon direct interaction with him or her. In certain settings, the patient may have a wristband on with their name. Check that the name matches the chart.


• Know who you will be speaking to. Be mindful that the patient may not know or understand the medical terms you may have to use to explain their situation.  Be patient when explaining a medical diagnosis and treatment.  Use terms the patient will understand. Answer any questions the patient may have.


• Discuss information in person if possible. Telling a patient they have a stomach cancer over the phone may not be as private and confidential as you may think. It is also extremely impersonal. Set up an appointment with the patient to give test results.


• Mention the patient's rights under the HIPAA guidelines. Before medical information is released, the patient usually has to consent.  Depending on the information that needs to be given, you may want to provide a written document listing the HIPAA verbiage. Some doctor's offices and medical clinics require the patient's signature to ensure he or she understands their rights.


• Select a private location. For confidentiality, do not talk about the patient's information in a crowded waiting room. There is a risk that someone may be listening to your conversation. A doctor's office or examination room is a more suitable place.


• Leave a message advising patient to call you back. If you must talk to the patient over the phone and he or she cannot be reached, leave a simple message advising you need to discuss some information with them. Make sure the contact information and the best times to be reached are left on the message.


• Use snail mail. After receiving the proper consent, you can mail test results to the patient. Confirm the patient's address before sending any information.