Communication, Training & Compliance

1. Communication, Training & Compliance HIPAA Week 4

2. Topics for the week • Protecting Oral communication • Social networking • Incidental use & disclosure • What do patients want to know • HIPAA & confident staff • Crisis Communications management

3. Oral Communication • Good oral communication is the best defense against complaints • Good staff training = good communications skills

4. Communication • Best oral communication= MORE listening, LESS talking • Hearing is not LISTENING! • Hearing is a passive activity • LISTNING is active, you must pay • attention to listen

5. Communication • Oral communication should not be lost with the addition of EHR • Patients- listening acuity higher in a health care setting • Be aware of where you are what is said & who is listening • Remember, it could be your family being talked about!!

6. Social Networking • Who is plugged in? • Websites: facebook, myspace, YouTube, all a part of every day life • Social media used to spread news, find information, and advertise services

7. Social networking • Know who is using what, blackberries, Palm’s, Smart phones, text messages are all subject to HIPAA • EHR needs to be protected • Covered entities and business associates need to have encrypted ways to send HER

8. Social networking • All protected health information that is electronically transmitted is subject to the Breach Notification and HIPAA Security Rules & penalties • Needs policies and procedures for use. • Social networking is fine if SECURE

9. Incidental uses & Disclosure • What can you do and say? • Knowledge is power • Have an internal communication plan so all employees know what they can and can not say • The standards give guidance on “legal” use and disclosure

10. What do patients want to know?? • Patients do not want to hear about their families in the halls or elevators • Patients do not want to know how your business keeps their information private, but they want assurance it will be!

11. What do patients want to know? • Want to know they can trust the facility and its employees • Want to know who to talk to with a complaint • Want to speak with someone who is confident and understands the HIPAA law better than they do

12. What do patients want to know? • How to get copies of records • Who has access to their records • That the records are not going to end up in a landfill • Basically, they want to know their PATIENT RIGHTS

13. HIPAA & confident staff • Being compliant with HIPAA means employees understand and follow the law • Employee training boosts staff confidence • HIPAA training is ONGOING-not a one time thing

14. HIPAA & confident staff • Implement the 5 step plan • Educate Staff • Schedule regular training sessions • Develop a line of fire • Conquer the fear of conflict • Remember: People will make mistakes

15. HIPAA & confident staff • Keep staff informed of policy changes • All staff should have an understanding of the basic HIPAA rules and how they affect the business • HIPAA should not rule employees, employees rule with HIPAA.

16. Crisis Communications management • Crisis occurs when breaches occur • Be prepared • Staff awareness (Know what to say and to whom) • Better yet………

17. Crisis Communications management • All staff need to know who the Privacy Officers or advisors are • Be prepared • Have a plan for mass breaches and inform employees of plan • Practice the plan

18. Final thoughts • HIPAA is complex, but understandable • HIPAA works when employees understand it • HIPAA understanding comes from training, training and more training

19. HIPAA is……. • Like a long and never ending highway, with detours and alternate routes. • Don’t take the wrong route!!

20. References: • Hartley, C. & Jones, E. (2011). HIPAA Plain & Simple: A Health Care Professionals Guide to Achieve HIPAA and HITECH Compliance, Ed. 2, American Medical Association, USA • Hartley, C. & Jones, E. (2004). HIPAA Plain & Simple: A Compliance Guide for Health Care Professionals, American Medical Association, USA