Introduction
Many Health Information Management professionals are experienced at handling different types of complaints that take place in daily health information operations. The HIM professionals check with physicians in matters regarding missing dictation, chart completion and lost records (Haux, 268). Working with the patients and relatives is critical as they also have differing opinions and concerns of what kind of services to get and the cost. These professionals are specialized with the unique skills set to manage the various complaints be it security or privacy complaints. However, resolving different disputes demands more than just the expertise but also procedures and policies that must be internalized. These policies dictate ways in which issues arising from the said profession should be handled. They help to keep both medical practitioners and patients at check.
Policy
It is mandatory for every health service to provide a course of action for the patient to report a complaint if a violation of the patient's privacy rights is determined. The patient can also file a complaint based on the dissatisfaction of the Facility’s procedures and privacy policies without resorting to allege a violation of rights. The facility in that case should assign a person or department answerable to receive, complaint and create a procedure that will cater to the patient’s complaints. The health facility's notice of the patient privacy should explain the complaint.
The facility should identify with the patient’s right to report a complaint with the federal department of Health and Human Services (Moore et al., 215). The health facility should cooperate with a federal investigation of the patient’s complaint. Retaliation or intimidation from the health facility towards the patient or family is prohibited. Any employees found violating the policy face severe disciplinary action that may involve dire consequences such as termination of practice. The health facility should moderate to the extent practical, any known adverse effects of the violation.
Procedures
• Filing a complaint- A patient should write, call or present himself or herself in person to the Privacy Officer. The officer will summarize the complaint on the Patient Complaint Report Form.
• Investigation of the complaint- The officer in charge will aid in the investigation of the grievance.
• Response to grievance- A written documentation in response to the complaint should be provided to the not later than 30 days from the date the complaint was issued. The documentation should also contain a summary of the complaint and action to be taken which the Privacy Officer will file.
• Other parties who serve as communication specialists for the patient should be present during the complaint process.
• Representatives of the patient’s choice should be available during the complaint process to represent the patient’s interests
• Liability claims represented by particular occurrences should be referred to the Risk Management.
• Patients who wish to have complaints reviewed by an external agency may contact the Federal Department of Health and Human Services in Washington DC.
Conclusion
Facilities should make considerations to utilize existing incident reporting systems to trace and follow individual complaints. This will help the facility gain protection in some states, and it will minimize the chances of the incident escalating. In addition, it will save the facility the risk of litigation or audit because of a complaint that could have been easily resolved by the resolution process.
Works Cited
Haux, Reinhold. "Health information systems–past, present, future."International journal of medical informatics 75.3 (2006): 268-281.
Moore, Ilene N., et al. "Confidentiality and Privacy in Health Care from the Patient's Perspective: Does HIPPA Help." Health Matrix 17 (2007): 215.
