Risk Management FAQ's

The short answer is yes. The HIPAA Privacy Rule permits healthcare providers to communicate with patients using all available media, including voicemail, cellphones and the Internet. Unfortunately, HIPAA doesn’t provide specific guidance on what content you may leave, or where. A good rule of thumb, however, is to use reasonable care to safeguard the patient’s privacy by disclosing only the information necessary to prompt them to respond appropriately. So, if you’re confirming an appointment, just leave the date, time and place. If you’re reporting a test result, then leave a message to call the practice back.

Figuring out how to best serve the patient’s interests is, as always, crucial. In voicemail terms, that means not startling the patient with an indiscrete message that includes sensitive information. Of course, you can best avoid surprising the patient by obtaining their express, written consent to communicate through whichever means, including voicemail.

An unasked but related question is whether you may leave a message with a family member or other person. As with voicemails, the answer is yes, so long as you disclose only the information necessary to prompt the patient to respond, and not more. Discretion is the key.

(Back to main FAQ page)

The risk management advice presented in this Site is intended as general information of interest to physicians and other healthcare professionals. The recommendations and advice published on this Site do not reflect or establish a standard of care and do not establish rules for the practice of medicine. The publication of this information is not intended as an offer to insure such conditions or exposures, or to indicate that MAG Mutual Insurance Company will underwrite such risks for the reader. Our liability is limited to the specific written terms and conditions of actual insurance policies issued.