Confidentiality, Privacy and Security

Patient Satisfaction Surveys - Mental Health and Substance Use

  • 1.  Patient Satisfaction Surveys - Mental Health and Substance Use

    Posted 21 days ago
    Due to the decrease in face to face contact with patients we are struggling with how to conduct a satisfaction survey.  We are wanting to send a patient satisfaction survey out thru email/Survey Monkey.   We are a community mental health center providing services to adults, children and families.  I have a few questions:
    • Has anyone done this in the past?  
    • If so, what did you include in the introduction of the survey?  
    • Did you write any kind of a disclaimer?
    • Did you have a link to your privacy notice?
    • Did you obtain patient consent first?  If so, how did you obtain this?  Very difficult due to Covid.
    Thank you for any advice.


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    Kathryn Boyes
    Director, HIM
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  • 2.  RE: Patient Satisfaction Surveys - Mental Health and Substance Use

    Posted 20 days ago
    Kathryn,

    First, I would want to ensure that Survey Monkey is a secure platform for this type of activity as it will involve Patient PHI.   I would explore the need for a BAA.   Since this is a patient satisfaction survey, I do not necessarily see the need for a link to the Notice of Privacy Practices as they are already established patients; however, you may want to include a statement on opting out - but naturally by not completing they would be opting out.   I would consider this a "healthcare operation" so a consent to complete a survey would not necessarily be needed.

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    Nancy Davis, MS, RHIA, CHPS
    Director of Compliance & Safety
    Door County Medical Center
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  • 3.  RE: Patient Satisfaction Surveys - Mental Health and Substance Use

    Posted 20 days ago
    Thank you Nancy.  I will share your suggestions with out Public Relations Dept.  

    Also, thank you for sharing your staff post on Social Media and Privacy.  I have shared that with our Public Relations too.

    Have a nice day and stay well!

    Lynn Boyes, RHIT

    Health Information Management Director,

    HIPAA Privacy Officer

    7010 S. Yale Ave | Tulsa, OK 74136
    lboyes@crsok.org 918.236.4135

    918.494.9870

    Website Facebook Twitter LinkedIn | Instagram

     







  • 4.  RE: Patient Satisfaction Surveys - Mental Health and Substance Use

    Posted 20 days ago
    Hi Kathryn,

    The AHA also has a great page dedicated to this question  --> https://www.aha.org/websites/2006-04-07-hipaa-resources-faq-conducting-surveys

    Their guidance states "Under the HIPAA privacy regulations, hospitals may conduct "quality assessment and improvement activities" as part of the hospital's health care operations. A survey or questionnaire that determines whether patients were satisfied with the quality of care they received would be a quality assessment and improvement activity and, therefore, considered health care operations. Before conducting these activities, however, the hospital must state in its notice of information practices that it may use identifiable health information for the hospital's health care operations. If a hospital agrees to a restriction on its use of a patient's health information, any use of information for health care operations, including patient surveys, would be limited by that restriction. In addition, if a patient makes a request for "confidential communications," for example, specifying how or where the hospital may contact the patient, the hospital must accommodate any reasonable request. Finally, state laws may limit the use of identifiable health information for these purposes. A hospital may hire a vendor to conduct the surveys on the hospital's behalf pursuant to a business associate agreement under HIPAA."

    Sometimes it can be helpful to have a 'reference' to provide or refer to.  Hope this helps!  :)

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    A. Andrews Dean, CPHIMS, CHDA, CPHI, CPPM, CPC
    AHIMA-Approved Data Analytics Trainer
    Health IT & Healthcare Compliance Consultant
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  • 5.  RE: Patient Satisfaction Surveys - Mental Health and Substance Use

    Posted 20 days ago
    Thanks Ashley.  Big help!  Do you know if there is any limitations by 42 CFR, Part 2?

    Lynn Boyes, RHIT

    Health Information Management Director,

    HIPAA Privacy Officer

    7010 S. Yale Ave | Tulsa, OK 74136
    lboyes@crsok.org 918.236.4135

    918.494.9870

    Website Facebook Twitter LinkedIn | Instagram