Routing calls from family members

What it does

Identifies family callers, gives general information, and routes to family program or admissions staff.

Where the privacy line sits

The patient may not have consented to anything. Share nothing about a current patient with a family caller without proper consent.

• PHI: BAA required. Touches protected health information. Needs a Business Associate Agreement if HIPAA applies.
• 42 CFR Part 2. May touch substance use disorder records covered by Part 2. Get counsel's review of consent and redisclosure.
• Crisis handoff required. Must route crisis statements to a human immediately (911 for emergencies, 988 for the Suicide and Crisis Lifeline).

What stays human

Any discussion about a specific patient.

Example tools

None listed. This entry is an idea: we haven't verified a product or public pilot for it. Know of one? Tell us.

Not legal advice. Have a healthcare attorney review your setup before any patient or resident information goes into a tool.