Confidentiality, Privacy and Security

ROI Clarification

  • 1.  ROI Clarification

    Posted 10-09-2019 19:19
    When we receive an ROI that we wish to discuss/clarify with the patient/client we try to call them, usually leaving a voicemail message to return our call regarding their request. In addition we send a secure message with the same request. It could be a patient/client request for records, or a request from a physician or facility.

    Here are our questions:
    If no response, how many times do you try to call or secure message the patient/client and how often?

    At what point do you close the ROI, without processing, if no response from the patient/client? 30, 60, 90 days? Is there a statute or regulation governing this?

    In addition, for ROI's that have been processed, how long do you hold the copies if the patient/client does not pick them up, nor call to cancel the request?  Is 90 days appropriate before destroying the copies?

    We would appreciate all input. Thanks so much!

    ------------------------------
    Carol Taber
    Health Information Coordinator Ii
    ------------------------------


  • 2.  RE: ROI Clarification

    Posted 10-10-2019 11:36
    One more thing, Carol, I would recommend you develop a script to follow for those phone calls so that all important points in the message are included every single time. That helps protect your department and the hospital.

    ------------------------------
    [Susan Lucci, RHIA,CHPS, CHDS, AHDI-F]
    [Senior Privacy / Security Consultant]
    [tw-Security]
    [susan.lucci@tw-security.com]
    ------------------------------