Reminder: Verify Patient Identity Before Distributing Documents

As part of our ongoing commitment to patient safety, privacy, and regulatory compliance, it's important to verify patient identity before you share any patient-related documents.

What You Need to Do

Before handing out, faxing or mailing any documents that contain patient information—such as lab results, discharge instructions, new appointment letters or billing information—be sure to:

1. Double-Check Patient Identifiers
   Confirm that the full name, date of birth and medical record number (if applicable) on the document match the intended patient. This applies to both print and electronic documents.
    
2. Review the Entire Document
   Skim through the document to check for any embedded or referenced information—such as another patient's document printed at the same time—to ensure only the correct patient's information is included.
    
3. Verify Recipient Information
   When mailing or faxing a document, confirm that the address or fax number belongs to the intended recipient and that the contact information is accurate and up to date.
    
4. Pause Before You Send or Distribute
   Take a moment for a final review, especially during busy or high-pressure times. A brief pause can prevent a significant privacy breach.

Why This Matters

Sending or handing out documents to the wrong patient or recipient is a serious privacy violation and can lead to:

• Emotional distress or confusion for patients
• HIPAA violations and potential penalties
• Damage to our organization’s reputation and trust

What to Do If an Error Occurs

Despite our best intentions, mistakes can happen. If you are made aware that a patient received incorrect information, contact the Privacy Office immediately by calling 540-510-4600 or emailing privacy@carilionclinic.org. You'll need to provide:

• The names of both patients involved
• A description of what information was disclosed
• Any steps you took to address the situation
• What happened to the misdirected documents

This information helps ensure we meet regulatory requirements and helps us determine whether we need to contact the patient.

Important: Do not contact the patient whose information was disclosed. The Privacy Office will handle all official notifications and communications to patients, to make sure those notifications are in compliance with the law.

Questions?

Contact the Privacy Office at 540-510-4600 or email privacy@carilionclinic.org.

Visit the Privacy Office hub on Inside Carilion to learn more about this topic.