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]