Can I Leave a Voicemail or Message with a Family Member if a Patient Doesn’t Answer Their Appointment Reminder?
by Caitlin Denison, BS, RDH
Yes, you can leave a voicemail or message with a family member, but there are some important things to keep in mind to protect the patient’s privacy and comply with HIPAA guidelines.
Leaving a Voicemail
The HIPAA Privacy rule does not prohibit leaving a voicemail. However, the Department of Health and Human Services advises caution when it comes to the amount of information shared.
For example, when leaving a message to confirm an appointment, the office would be wise to include only the minimum amount of information necessary to confirm the appointment. A message might say something like:
“This is Happy Smiles Dental, please call us back at (XXX)XXX-XXX to confirm your appointment.”
As opposed to:
“Hi Ms. Johnson, this is Dr. Daniel calling about your oral thrush infection. Please call us back so we can confirm your appointment to treat this.”
Keeping messages simple and general helps protect the patient’s privacy.
Leaving a Message with a Family Member
If a family member answers the phone, you can share information related to the patient’s care, as long as it’s in the patient’s best interest. For example, if a family member is helping with the patient’s care, you can share necessary details. However, always be cautious about the amount of information you disclose.
Honoring the Patient’s Wishes
As always, we must honor our patient’s wishes for communication. If the patient has requested that the office not communicate via phone, voicemail, or message, the office must use an alternative method if possible.
Conclusion
While leaving voicemails or messages with family members is allowed, it’s important to keep the information minimal and avoid sharing sensitive details. Always respect the patient’s wishes for communication and take extra care to protect their privacy.
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