Meredith has received a call from Dr. Watson's office. Joy, the medical assistant calling from Dr. Watson's office, is requesting copies of recent lab results regarding a mutual patient

Question

Meredith explains to Joy that the patient must sign a release of information prior to sending the lab work. Joy, rather curtly, informs Meredith that because of the close relationship between Dr. Watson and Pearson Physicians Group, many times the necessity for the release of information is overridden. Joy adds that the patient has an appointment at their office in two hours and they need the lab results before the appointment. How should Meredith handle this situation?

Answer 1

Meredith should calmly and kindly inform Joy that it is against HIPAA regulations and office protocol to release information without a signed release of records on file. She should apologize to Joy for the inconvenience. Meredith should ask Joy to have the patient sign a release of records form immediately on arriving at the office for her appointment. Meredith should ask Joy to fax the release to her as soon as it is signed and assure her she will send over the requested records immediately on receipt. If Meredith is not able to resolve the problem, she should transfer Joy over to her supervisor or the Office Manager depending on the office chain of command.