How to Handle Someone Calling on Behalf of Someone Else
When someone calls on behalf of a patient, it’s important to follow proper procedures to protect patient privacy. Here’s an example of how to handle such a situation:
- 1
Example: Girlfriend calling on behalf of boyfriend
Patient: “This is __________ girlfriend and I’m calling because he got teeth pulled yesterday and you guys didn’t give him any medication, he needs something he is in pain.”
Response: “Okay ma’am, I am going to need to speak to ________ as it is policy and we cannot discuss personal information with someone other than him. Can you please put him on the phone?”
- 2
Patient: “He is in pain, he can’t talk and asked me to call. Why can’t you just look at his account?”
Response: “I’m sorry but we can’t do anything without speaking with _______ first.”
- 3
Inform the patient that they can sign a document giving permission to discuss future treatment with specific individuals.
Example of permission statement: “I __________ give _____________ permission to talk and discuss my treatment and account from Deluxe Dental.”