Caring Within the Lines: Guidelines for Supporting Our Loved Ones' Healthcare

Navigating the experience of having a family member or close friend receive care at a Carilion facility can be uniquely challenging for those of us who work within the healthcare system.

In these moments, it’s only natural to want the very best for our loved ones—and it may even feel tempting to lean into our professional knowledge or connections to help guide their care. While these instincts come from a place of concern and compassion, it’s important to remember our responsibility to maintain clear boundaries between our personal relationships and professional roles.

We have strict policies regarding the appropriate use of Carilion-issued resources. As Carilion staff, we need to follow the same processes when seeking healthcare for ourselves or our loved ones that members of the public would use. 

Guidelines:

The Access and Confidentiality Agreement we sign each year as part of our annual inservices states that Carilion-issued resources may not be used for personal gain. 

This includes, but is not limited to:

• Using Carilion badges or keys to access secured areas for personal reasons
• Accessing Carilion technology such as Epic or PerfectServe to look up or share information about friends and family members
• Using Carilion email to communicate with care team members for personal matters

Let’s look at a few common examples:

• To visit a friend or family member inside the hospital, use the phone outside the unit instead of your badge to enter secured areas.
• To contact a loved one's care team, call the hospital operator and ask to be connected to the appropriate care provider instead of using PerfectServe.
• Talk to a friend or loved one about MyChart proxy access, if they request you check their medical record instead of using Epic.
• To communicate with a provider about a family member’s or your own personal care, call the provider’s office number or the hospital operator to reach out to the care team instead of using your Carilion email.

While we have many helpful tools and resources at Carilion, they are here to support our professional responsibilities, not personal matters. By following these guidelines, you will avoid potential privacy and compliance issues and ensure that all patients are treated fairly.

The Privacy team is always here to answer questions or provide education to your team. Reach out to them by phone at 540-510-4600 or by email at privacy@carilionclinic.org.