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What Did They Call For In The First Place, Then?

, , , , , | Healthy | May 8, 2022

I’m a nurse and I work in a hospital. I’m working through the triage voicemails because, while we do have nurses answer triage calls live, we also have voicemails where typically doctors will call about setting up appointments or pharmacies will call regarding prior authorization. I am returning a call from a doctor regarding a patient.

Me: “Hello, this is [My Name] from triage returning a call regarding [Patient].”

Doctor: “I cannot discuss the patient as it would be a violation of HIPAA.”

Me: “But I am a nurse. At [Doctor’s Hospital]. Calling from the triage phone number. Specifically regarding [Patient]’s care. I am returning a call you left a voicemail for.”

Doctor: “It is against HIPAA policy. I cannot discuss [Patient] over the phone.”

Me: “I don’t know what you want me to do. I cannot help you if you don’t want to discuss the patient. I’m sorry.” *Hangs up*

I let my manager know and we eventually figured out what the call was about and figured out the care for the patient.

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