Cell phone use in the workplace causing distrust

By Suze Shaffer

March 15, 2020

We all have been annoyed at one time or another when we arrive at a counter or a place of business and the person is on their cell phone and we are ignored. Of course, that is not very good customer service. When you work in healthcare, it goes to an all new level. HIPAA doesn’t restrict the use of cell phones, except how they are secured and protected. However, this is not what we are discussing here today.

We are hearing about complaints from patients accusing employees of taking pictures of their information. This particular situation the employee was accused of taking pictures of the computer screen and the patient told the doctor. This afforded the doctor the opportunity to address the situation and avoid a formal complaint to the Office for Civil Rights (OCR). We recommend employees leaving their cell phones out of sight of patients unless the phone is used for business purposes within the practice. Some organizations are even adding cell phone lockers. I can remember before we had cell phones, we actually gave out our work number to anyone who needed to get in contact with us! Now you know how old I really am! Joking aside, this is a very serious matter that could cause the OCR to open an investigation. Keep in mind, when you are being investigated by the OCR, they do not “just” investigate “that” situation. They look at your overall compliance plan. Where are your policies? What were your procedures before, during, and after the occurrence. What have you done to prevent the same situation from happening again? Plus, many more items they take into consideration when conducting an investigation.

The next area of concern with cell phones are with patients. We have long been a proponent of using privacy screens on computers. Now, even if the screen is across the room, we are pushing our clients to add the screens. Patients now have their phones out while making new appointments, they could potentially take pictures of computer screens across the room and enlarge them. Some of you may be thinking that we worry too much and all this security is driving you crazy. It only takes ONE mistake or ONE complaint to turn your life into a rollercoaster. Prevention is the best medicine!

If you would like more information, contact us at 877.659.2467 or complete the contact us form.

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About Suze Shaffer

Suze Shaffer is the owner and president of Aris Medical Solutions. She specializes in HIPAA compliance, risk management, and cyber security. She believes that by educating her clients in understanding why and what needs to be done to protect their practice they have a better outcome.

Suze has been instrumental in helping clients nationwide with risk management, implementing privacy and security rule policies and procedures, and ultimately protecting patient data. She includes state and federal regulatory requirements to ensure clients are protected in all areas.

She has spoken at numerous conferences and functions. She continues to educate organizations how to minimize the risks of data breaches. HIPAA compliance is not an option, it is mandatory for every organization that comes in contact with protected health information to have reasonable and appropriate security measures in place. Unfortunately, most organizations don’t realize they are not compliant until they suffer a data breach or they are faced with an audit or investigation.

Did you know that the Office for Civil Rights (OCR) is the agency that investigates data breaches? Have you seen the heavy fines that have been imposed for non-compliance?

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