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Can We Email Patients During COVID-19?

Posted on March 11, 2021 by Meghan in Blog

Q: Can we send an email to our recent patients to inform them that we are open during the current COVID restrictions?

We know that some patients are reluctant to see their care provider in person because of the COVID-19 pandemic. They are worried that they may have to wait in a crowded waiting room, or they are concerned about the possibility of waiting outside in the cold. They may not know about new care options, such as a phone consultations or video meetings.

Can we email our patients to let them know how we are addressing their concerns?

Update – This works for letting your patients know that you are offering vaccinations, too!

A:   Yes, with certain limitations

In my opinion, if you are reaching out to **recent** patients / clients to assist them with their **current** health care questions, it is OK to send an email to let them know how you can provide health services within the current pandemic restrictions.

Here are some tips to help you review or create your procedures how to use email with your patients.

  1. Make sure you have previously collected a patient's email address and their consent (verbal is OK, written is better) to use their email address for health service related messages before emailing them.
  2. Do not accept work email addresses for patients; it must be a personal email address for the patient.
  3. Update the patient’s demographic information, including the email address, regularly. Make this part of your process every visit as part of your identity verification.
  4. Update the patient's consent to use their email address every time you have an in-person or telephone conversation with the patient.
  5. Use a script for calling patients to update information and to get consent for using their email address

Use the EMR system to send patients appointment reminders or patient education resources related to their recent visit.

If you also want to send your patients engaging articles about your healthcare providers, services that you provide, or classes or products that you sell, I suggest that you use a system different from your EMR. Use an autoresponder email system to send your patients marketing materials, engaging articles and other pieces of information on a separate marketing email platform. Remember, your patient must opt-in to consent to receive information from you using your auto-responder system.

There are many autoresponder systems to select from, including MailChimp, Active Campaign, Constant Contact and many more.

Join me on the FAQ video to find out when you can email patients during COVID. Click the button below to watch!

Watch the FAQ video HERE!

​Interested in learning more about Email Marketing to your patients / clients?

Check out this blog from Top 10 Do’s and Don’ts of Email Marketing For Physical Therapists & Chiropractors by CallHero  .

 

If you use Social Media to connect with your patients / clients, you might need the Practice Management Success Tip Social Media Management.

Get it here!

Show me Social Media Management
clinic, COVID-19, email and patients, health, healthcare, pandemic, public health restrictions, social media

Pharmacist Convicted and Fined Under the HIA

Posted on February 1, 2021 by Meghan in Blog

Pharmacist Convicted and Fined Under the HIA

What Happened

An Edmonton pharmacist was in a vehicle accident. The pharmacist subsequently accessed and used the health information of the individual involved in the accident in an attempt to persuade the individual from submitting an insurance claim for the vehicle accident.

The individual submitted a complaint to OIPC in April 2018 and an investigation was launched.

Penalties

The pharmacist appeared in court on Friday January 15, 2021. He was convicted of an offence under the Health Information Act (HIA). He was ordered to pay a $5,000 fine, plus a $1,000 victim fine surcharge for using health information in contravention of the HIA.

This Could Happen To You

Are you prepared? If you have a privacy breach like this in your practice, be prepared to implement the 4 Step Response Plan.

pharmacist convicted fined

Understanding the Health Information Act

It is an offence under HIA to knowingly use health information in contravention of the act (section 107(2)(a)).

What Happens When A Privacy Breach Is Reported To The OIPC

When a privacy breach is reported to the OIPC, the OIPC will review the report and consider the custodian’s determination if a reasonable risk to the patient(s) was present. The OIPC will review the report and consider:

  • agree (or not) with the determination of risk of harm
  • was the patient notified appropriately
  • is there an offence under the HIA
  • is an investigation warranted?

If an investigation is indicated, the OIPC will conduct the investigation and report their findings to the Crown prosecutors at Alberta Justice. The Crown will determine if it continues to press charges under the HIA.

Privacy Breaches – What You Need to Know

1. Provide privacy awareness training for each employee and healthcare provider at orientation and regularly throughout the employment.

2. Collect the employee’s oath of confidentiality, including an acknowledgement that the employee understands the principles of only accessing and using the health information necessary to perform their job.

3. Monitor your users’ access to health information to quickly identify when a suspicious privacy incident occurs. The sooner you identify a privacy breach, the sooner you can limit the risk.

4. Implement your sanction policy when needed. Your sanctions policy clearly identifies the sanctions when an employee or healthcare provider is liable of an offence under the HIA.

5. Report a privacy breach to your custodians and healthcare providers, the Office of the Information and Privacy Commissioner, and the Minister of Alberta Health and the individuals affected by the breach.

 

4 Step Response Plan

The more you know about how breaches can affect you allows you to be more proactive to prevent privacy breach pain and protect the privacy, confidentiality, and security of your patients’ information.

This is one of the many training sessions available in the e-course 4 Step Response Plan – Prevent Privacy Breach Pain

In the e-course, I mentor you and provide you with tips, tools, templates and training to help you complete your Privacy Breach Management Plan and respond to a privacy breach with confidence.

Find out more and register for the course using the button below!

Click Here To Register for the 4 Step Response Plan online course

References

AB OIPC, (https://www.oipc.ab.ca/news-and-events/news-releases/2021/pharmacist-fined-for-breaching-health-information.aspx), January  2021.

Edmonton Journal https://edmontonjournal.com/news/local-news/edmonton-pharmacist-fined-after-post-collision-snooping-of-health-info-threatening-other-driver-privacy-commissioner)  January 2021

Did you enjoy this article? If you’d like to look at similar posts, visit these links:

Not sure what is considered a privacy breach? See When is a Privacy Breach a Privacy Breach?

 

Do you have a privacy breach awareness program in place in your healthcare practice?

Spotting a privacy breach is the first step to stopping a privacy breach.

You Can Use This Privacy Breach Example to Review and Improve Your Practice.

Jean EatonWhen we know better, we can do better…

I’ve helped hundreds of healthcare practices prevent privacy breach pain like this. If you would like to discuss how I can help your practice, just send me an email. I am here to help you protect your practice.

PRIVACY BREACH NUGGETS are provided to help you add a ‘nugget' to your privacy education program. Share these with your staff and patients as a newsletter, poster, or staff meeting.

Jean L. Eaton, Your Practical Privacy Coach

4 Step Response Plan, Alberta, clinic, conviction, health, Health Information Act, healthcare, HIA, incident response, pharmacist, privacy breach

Do You Know Where Your Policies And Procedures Are?

Posted on December 14, 2020 by Jean Eaton in Blog

Do You Know Where Your Policies and Procedures Are?

This is a cautionary tale.

And it could save you a lot of embarrassment – even legal issues.

The way a healthcare provider collects, uses and discloses personal health information (PHI) is critical to an efficient healthcare practice.

It’s also required by legislation and professional college regulations and standards.

Policies and procedures must be in writing, available to employees, and monitored to ensure that they are followed. Otherwise, you face all sorts of risks, including privacy breaches and other legal problems.

Policies and procedures must be in writing, available to employees, and monitored to ensure that they are followed. #PoliciesClick to Tweet

Don't let this happen to you!

Everyone in a healthcare practice — including front office staff, wellness practitioners and physicians and other custodians — must be aware of and follow these policies and procedures.

These policies and procedures also become the foundation of your privacy impact assessment (PIA).

That’s why, in this Privacy Breach Nugget, we’ll review a privacy breach investigation report from Alberta's Office of the Information and Privacy Commissioner (OIPC). Whether you have a new practice, or an existing practice, we have a number of services and resources designed to help you manage your practice in a way that not only meets legal requirements, but is streamlined and efficient, and keep your information secure.

What Happened

This report started with an employee suspected of accessing health information for an unauthorized purpose.

It started with at the clinic with a conflict between the employees and the employer.

An employee (Employee A) was on leave from her position at the clinic. Her access to the electronic medical record (EMR) was suspended during her leave.

Employee A wanted to access patient information to support her dispute with management. Over two months, Employee A used Employee B’s credentials to access patient records.

This action is in contravention of the Health Information Act (HIA) sections 27 and 28.

This is where this case becomes even more convoluted and, in fact, a better case study of what not to do.

Employee Dispute

Understanding the Health Information Act

The Health Information Act (HIA) requires the custodian (the physician, in this case) to take reasonable steps to maintain administrative, technical, and physical safeguards to protect patient privacy as required by sections 60 and 63 of the HIA, and section 8 of the Health Information Regulation.

In November 2013, the clinic submitted a privacy impact assessment (PIA) to the OIPC prior to its implementation of an electronic medical record (EMR).

The PIA included written policies and procedures.

The letter to the OIPC accompanying the PIA was signed by two physicians, as well as Employee A who was the privacy officer at that time.

The physician named in the investigative report is not the current custodian at the clinic. The physician was hired in 2015 and therefore not a member of the clinic in 2013 and not involved in the initial PIA submission.

During the investigation, both employees indicated that the policies and procedures to protect patient privacy were in a binder in the clinic, but it was never used or shared with the staff.

Oaths of confidentiality may have been previously signed by the employees, but the documents could not be produced during the investigation.

Section 8 (6) of the Regulation states the ‘custodian must ensure its affiliates are aware of and adhere to all of the custodians administrative, technical, and physical safeguards in respect of health information.’

It’s common practice for clinics to require employees to sign confidentiality agreements and ensure that they receive patient privacy awareness training with regular updates.

But in this investigation, the employees said they never received privacy awareness training.

Show Me Policy and Procedure Checklist

Access To Patient Information

The employees also stated it was common practice at this clinic for individuals to not log off of their EMR account on the computers at the reception desks. It was common practice for other employees to access an open session to quickly perform a task in the EMR.

The investigator concluded that the physician was in contravention of the HIA section 63(1) which requires custodians to establish or adopt policies and procedures that would facilitate the implementation of the Act and regulations.

These specific findings were made:

  • The custodian failed to ensure the clinic employees were made aware of and adhered to the safeguards put in place to protect health information in contradiction contravention of section 8(6) of the regulation.
  • The custodian was in contravention of section 8(6) of the regulation which requires custodians to ensure that their affiliates are aware of and adhere to all of the custodian’s administrative, technical, and physical safeguards with respect to health information. It’s important to note any collection use or disclosure of health information by an affiliate of a custodian is considered to be the collection, use, and disclosure by the custodian.
  • The custodian failed to ensure the employee and the other clinic staff adhered to technical safeguards as required by section 60 of the HIA and section 8(6) of the regulations.

Privacy Breach Nuggets You Need to Know

Privacy breaches are in the news every day. The more you know how breaches can affect you allows you to be more proactive to prevent privacy breach pain.

Get Your Privacy Documents In Order

To protect yourself and your practice from patient privacy breaches (and massive fines, see the conclusion to this article), follow these steps.

  1. Find your policies and procedures and review them with all staff and custodians. Make sure you document that this has been done.
  2. Review and update your privacy awareness training and ensure all staff, including custodians, have completed this recently. Make sure you have this documented, including certificates of attendance if available.
  3. Oath of confidentiality documents should be signed by all of all clinic staff and custodians and maintained in a secure location.
  4. Review your privacy impact assessment and ensure all of your current custodians have read this and understand it. Visit this post for more information to help you determine if you need a PIA amendment.

Monitor

This incident occurred in 2016. The OIPC office did not recommend any additional sanctions against the clinic, physicians, or employees.

To get templates of policies and procedures for your healthcare practice, be sure to sign up for the Practice Management Success Membership

New Amendments To The HIA

This case might have turned out differently today.

New amendments, as of 2018, provide a provision for fines under the HIA ranging from $2,000 to $200,000.

The public — and our patients — expect and trust us to make sure that their personal health information is kept secure and confidential.

It’s our responsibility to make sure we have these administrative, technical, and physical safeguards in place and are maintained in a consistent fashion.

When you've done the hard work to implement your patient privacy policies and procedures and your privacy impact assessment, make sure you continue your journey and keep these documents up-to-date and current. To help you, sign up for the Practice Management Success Membership.

There are many patient privacy breaches in the news each day, and you never know when it could happen to you.

The more you know about the breaches and how they can affect you allows you to be more proactive to prevent privacy breach pain. If you need to prepare your privacy breach management plan, start your on-line training 4-Step Response Plan right away!

If you need templates of policies and procedures for your healthcare practice, be sure to sign up for the Practice Management Success Membership. These tips, tools, templates, and training will help you save time and money to develop and maintain policies and procedures in your healthcare practice.

When we know better, we can do better…

I’ve helped hundreds of healthcare practices prevent privacy breach pain like this. If you would like to discuss how I can help your practice, just send me an email. I am here to help you protect your practice.

PRIVACY BREACH NUGGETS are provided to help you add a ‘nugget' to your privacy education program. Share these with your staff and patients as a newsletter, poster, or staff meeting.

Jean L. Eaton, Your Practical Privacy Coach

Click Here To Register for the FREE Training Video "Can You Spot the Privacy Breach?"

Did you enjoy this article? If you’d like to look at similar posts, visit these links:

Do You Know Where Your Policies And Procedures Are?

Why Do You Need Health Information Policies and Procedures?

Healthcare Policies And Procedures: Essential in EVERY Practice

New! Health Information Policy and Procedure Manuals

Safeguards: The What, Why, and How

When Do You Need a PIA Amendment?

When is a Privacy Breach a Privacy Breach?

References and Resources

Alberta Office of the Information and Privacy Commissioner. Investigation Report H2019-IR-01 Investigation into alleged unauthorized accesses and disclosures of health information at Consort and District Medical Society Clinic. May 21, 2019. https://www.oipc.ab.ca/media/996888/H2019-IR-01.pdf

#PrivacyBreachNugget, Alberta, clinic, custodian, health, Health Information Act, healthcare, HIA, medical, Patient privacy, physicians, Policies and procedures, Prevent privacy breaches, privacy, privacy breach, Privacy Impact Assessment, reasonable safeguards, templates

Why You Need Policies and Procedures

Posted on December 7, 2020 by Jean Eaton in Blog

Why You Need Health Information Policies and Procedures

Maybe you’ve heard you need written policies and procedures for your health information, but you’re left asking yourself why it’s so important?

The truth is, without written policies and procedures, you open a healthcare practice up to a whole host of problems, including major legal issues.

In fact, every business needs good practices that apply to your:

  • Information that you collect from patients/clients
  • Website
  • Email
  • Business practices including electronic (or paper) patient records, and computer network
  • Financial information
  • Billing, collection, and payment processing

Within the healthcare industry, there are additional legislation requirements that require specific written health information policies and procedures.

The Health Information Act (HIA) and the Personal Information Privacy Act (PIPA)

As we mentioned, when a custodian collects health information, you must follow the Health Information Act (HIA) in Alberta.

Like most other private businesses in Alberta, private healthcare practices must also comply with the Personal Information Privacy Act (PIPA).

The colleges of regulated health professionals (like the Alberta Dental Association and College (ADAC) and the College of Physicians and Surgeons of Alberta (CPSA), require dentists and physicians to meet the standards of practice which includes compliance to HIA and PIPA legislation.

In addition, the college has other standards of practice that you must meet, including policies and procedures for the collection, use, disclosure, and access of health information.

So, let’s explore further why written policies and procedures are so essential, as well as what can happen without them, and why healthcare practices may not think they need them in the first place.

Benefits of Policies and Procedures

One of the most critical benefits of having policies and procedures in place is that they’re good for business.

Here’s how:

  • They contribute to consistent, efficient workflow.
  • You can figure it out once, write the procedure, tweak it to make it better, and then repeat the same procedure again and again.
  • They help you make better business decisions, like buying supplies, choosing services, and selecting vendors.
  • They help support your accreditation efforts.
  • On-boarding employees the right way with no missed steps is much easier with policies and procedures in place.

If you’re looking for even more proof of the benefits of having written procedures, it can also help you avoid:

  • Internal disputes within your team and external disputes with your patients and clients
  • Re-work and re-training employees
  • Poor customer service
  • Poor reputation
  • Fines and penalties

Fines And Penalties For Not Having Written Policies And Procedures

Fines for not having policies and proceduresYou might be wondering why you would face fines and penalties for not having written policies and procedures in the first place.

The HIA requires the custodian – which includes the dentist or dental hygienist – to take reasonable safeguards to protect the privacy and confidentiality of patients’ health information.

Having written policies and procedures is a common, expected, and reasonable safeguard.

Let’s say you have a privacy breach in your practice or an error (like sending a fax to the wrong number or you are a victim of a phishing or ransomware attack).

You can learn more about what makes a privacy breach a privacy breach here.

If you can’t demonstrate that you had the appropriate reasonable safeguards, like written policies and procedures in place, you are guilty of an offence under the law.

It’s illegal not to have policies and procedures when you collect health information.

If you are guilty of this offence, you are liable for a fine of a minimum of $2,000 and not more than $500,000. (HIA section 107(7)).

3 Policies and Procedures Myths

One reason some healthcare practices fail to have written policies and procedures is because they believe they don’t need them.

Often, this is because they’ve fallen prey to the common myths about policies and procedures.

There are 3 of the common myths that stop healthcare providers and their clinic managers from creating written policies and procedures:

  1. It’s Too Hard

While it does take some skill to write clear, easy to read, and easy to understand policies and procedures, it doesn’t have to be heard. In fact, you can even purchase templates to make this easier.

  1. It Takes Too Much Time

Writing policies and procedures does take some time.

But investing the time to create policies and procedures pays off by preventing suffering from inconsistent or broken procedures, using or disclosing health information in error, and having to pay fines, penalties, public relations nightmares, or spending the time required to run a privacy or security investigation.

  1. It’s A Waste Of Time

Here are a few good reasons that prove writing policies and procedures is not a waste of time:

  • Practical privacy policies and procedures will create a more efficient practice and help you make better business decisions.
  • The policies and procedures become the foundation of your privacy impact assessment.
  • Policies and procedures are pre-requisites for other initiatives, like access to Netcare or other community integration initiatives, and privacy impact assessment (PIA). Click here to learn more about PIAs.
  • You must have them as part of your legislative compliance.
  • It’s the law. Not having policies and procedures regarding the collection, use, disclosure, and access of health information is illegal.

As you can see, written policies and procedures help ensure consistent office procedures and good communication between team members in your healthcare practice.

In addition to those good reasons, you must have good written policies and procedures about how you collect, use, disclose, and provide access to health information to avoid legal problems, fees, penalties, and other problems.

 

Not Sure Which Policies and Procedures That You Need?

Show Me Policy And Procedure Checklist

Did you enjoy this article? If you’d like to look at similar posts, visit these links:

Do You Know Where Your Policies and Procedures Are? 

Why Do You Need Health Information Policies and Procedures?

Healthcare Policies And Procedures: Essential in EVERY Practice

New! Health Information Policy and Procedure Manuals

When Do You Need a PIA Amendment?

What is a PIA?

Alberta, clinic, custodian, health, Health Information Act, healthcare, HIA, medical, physicians, PIPA, Policies and procedures, privacy, Privacy Impact Assessment, reasonable safeguards

Healthcare Policies And Procedures

Posted on November 30, 2020 by Jean Eaton in Blog

Healthcare Policies and Procedures: What Are They and Why Do Practices Need Them?

 

Healthcare policies and procedures are essential tools in EVERY healthcare practice.

We use written policies and procedures to ensure consistent office procedures and good communication between team members, but it doesn’t stop there.

Before we get to the many benefits of healthcare policies and procedures, let’s cover exactly what these terms mean.

Not sure which policies and procedures you need? Click here to find out!

Policies and Procedures Defined

For our purposes today, this is what we mean by these terms:

Policy: A set of ideas or plans that is used as a basis for making decisions.

Procedure: A fixed, step-by-step sequence of activities or course of action.

Both policies and procedures serve several important purposes in a healthcare practice.

Policies and procedures can help you:

  • Protect your practice with consistency in decision making and implementing routine tasks.
  • Provide team members direction and guidelines; help avoid micromanaging. Here’s more information on how policy and procedure checklists help with employee privacy and security.
  • Ensure quality and cost-effective processes.
  • Well thought out policies and procedures reduce re-work and make for more efficient practices.
  • Encourage team members to work to their full scope of responsibilities.
  • Contribute to compliance, including professional standards, HIA, insurance.
  • Protect your healthcare practice by demonstrating your administrative safeguards.

As powerful and effective as policies and procedures can be, they can also pose certain problems or risks if they’re not implemented properly — or if they don’t exist in the first place.

On that note, if you have policies and procedures in place, it’s also imperative to know where they are. Don’t miss this cautionary tale where I tell you why.

If your policies and procedures are unclear or non-existent, these are some of the risks you expose a healthcare practice to:

  • Fines and even jail time for the healthcare provider
  • Increased conflict and potential for misunderstanding within a practice
  • Increased conflict between employees, misunderstanding, and poor customer service
  • Poor business decisions and wasted time and money

Simply talking about your policies and procedures is not a good business strategy! You need to have clear healthcare policies and procedures in place if you want to reap all of their benefits.

So, let’s go over what makes a good healthcare policy with a clear and effective design.

Policies ask WHY and WHAT

Policies are the steps to put your goals into action — policies are proactive.

The WHY: Why is this policy needed? It is the general guide for decision-making.

The WHAT: What do you want to show for programs, activities, and services?

Each year, policies need to be reviewed and authorized by the clinic manager, privacy officer, healthcare provider and/or owners. Your team members need the opportunity to review and understand the policies regularly, too.

Review policies to assure that they reflect what the clinic is doing and that the clinic is following the written policy. Changes may need to be completed and approved.

Now, let’s cover what makes for good procedures before we get to how to create your manual.

Procedures ask HOW

The HOW: How you plan to carry out the objectives and details listed in your policies?

Your procedures should include sufficient detail so a new employee can complete a task based on the information provided.

We’ve discussed the objectives of your policies and procedures for your healthcare practice, now here are some useful tips for actually creating your policies and procedures manual:

  1. Include screen prints if computer-based.
  2. Include video explanations.
  3. Format the policy and procedures so that each policy or procedure is a separate, stand-alone document.
  4. Assign a NUMBER to each policy and procure to make it easy to reference in your PIA, or direct your staff to review. You can use any numbering system that you want — I usually use a sequential numbering system.
  5. Headings make it easier to group your information which makes it easier for the reader to review and then focus on the details that they need. Repeat the same headings throughout the policies and procedures to provide consistency across the manual. Use the headings as needed; not all policies or procedures need all the headings.
  6. Cite legislative and standards requirements, like the HIA.

When you’re implementing changes to these policies and procedures or creating them in the first place, be sure to involve key parties. This includes:

  • Custodian/trustee/business owner
  • Clinic manager/team lead
  • Privacy officer

Remember, implementing a new procedure or policy successfully must always include training and discussion with your team.

Which Privacy and Security Policies and Procedures Do YOU Need?

Without well-documented, written policies and procedures, you open your healthcare practice up to a whole host of problems, including major legal issues.

Does your clinic have appropriate policies and procedures?

Not sure which policies and procedures you need? Click here to find out!

Get the Reliability And Power of Policy and Procedure Templates Without Spending Hours (or Days) Creating Them!

Your healthcare practice needs written policies and procedures to assist you to correctly, efficiently, and confidently collect, use, access, and disclosure of health information so that you can meet your accreditation, privacy impact assessment, and regulatory compliance requirements.

Now For Chiropractic and Nursing, Too!

  • Starting with a template saves you time and money
  • Be privacy and security compliant
  • No special software to buy or learn
  • Use your existing MS Word and MS Excel office productivity software
  • One-time fee
  • On-line support
  • Available now!

Click the >> arrow to watch a short demo of the robust manual you can create quicker than you thought possible!

Show Me Policy And Procedure Templates!

Different Policy and Procedure versions available for your specific type of healthcare practice

Medical Doctor Health Information Policy and Procedure

Medical Practice

Dental Practice Health Information Policy and Procedure

Dental Practice

Chiropractor Health Information Policies and Procedures

NEW!
Chiropractic Practice

Nurse Practitioner Health Information Policy and Procedure

NEW!
Nurse Practitioner Practice

Registered Nurse Health Information Policy and Procedure

NEW!
Registered Nurse Practice

Health Information Policy and Procedure Manuals ready for you now!

Step 1: Complete the questionnaire and download the templates

Step 2: Easily generate draft 24+ policies and 28+ procedures and forms using MS Word

Step 3: Edit the documents

Step 4: Video coaching and best practices for the policies and procedures and implementation tips

Step 5: Customize for your healthcare practice

Step 6: Video orientation for your employees

Show Me Policy And Procedure Templates!

Did you enjoy this article? If you’d like to look at similar posts, visit these links:

Do You Know Where Your Policies And Procedures Are?

Why Do You Need Health Information Policies and Procedures?

New! Health Information Policy and Procedure Manuals

Safeguards: The What, Why, and How

When Do You Need a PIA Amendment?

When is a Privacy Breach a Privacy Breach?

clinic, custodian, health, Health Information Act, healthcare, HIA, medical, physicians, PIPA, Policies and procedures, Privacy Impact Assessment, reasonable safeguards

Will MyHealth Records Patient Portal Impact Your Healthcare Practice?

Posted on November 6, 2020 by Jean Eaton in Blog

Patient Portals Improves Access To Own Health Information

Residents of Alberta can now access their personal COVID-19 and other lab test results, immunization history, dispensed medication history and more in their own MyHealth Records – the patient portal view of Alberta Netcare.

In October 2020, parents can now access their children's COVID-19 test result lookup, too.

The sign-up process has recently been changed to permit rapid sign-up to access MyHealth Records.

Watch the short video above for my quick review of MyHealth Records.

MyHealth Records

The Alberta Netcare website says that MyHealth Records is a Personal Health Record for Albertans to access some of their health information, such as lab results, medications, and immunizations drawn from Alberta Netcare.

MyHealth Records also provides access to several health and wellness tools to help track and maintain overall health. (See the complete list of features here.)

Alberta Health has announced that the first step for patients to access thier own records is to request your MyAlberta Digital ID (MADI) which will eventually act as your login credentials to the ANP.

If you have not already registered for MADI access you may do so here:  MyAlberta Digital ID.

You will see 2 options – one for a basic account and one for a verified account. Select the verified account.

You will receive a personal identification number (PIN) in the mail.

When you have a verified account, you can go to your MyAlberta Digital ID account and add a new MyHealth Records access.

You can do this now – no need to wait!

You will (probably) have access to medications dispensed by pharmacists and lab and diagnostic imaging tests results for the last 18 months. Remember, not all test results are available.

You can now also add your own journal entries for your weight, food diary, exercise diary and other tools to help you manage your health.

If your healthcare provider is also using the secure messaging system supported by MyHealth Records, you may be able to send a secure message to your healthcare provider, too.

This is a patient portal into your health information maintained by Alberta Health Services and Alberta Netcare.

The original or ‘source’ data continues to be securely managed in the service providers’ originating electronic systems. The originating systems and their custodians are required to keep the records for the entire records retention period; generally 10 years.

The information in the MyHealth Records portal may only be available to you for 18 months to 2 years. If you choose to add information to your account, I believe that information will be maintained for a limited time (for example, 2 years).

Patient portal

Patient Portals Can Reduce Barriers

The use of  a patient portal can reduce barriers for patients to access their own records. Other benefits to patient portals  may include:

  • Increased empowerment to patients who can access their own results in a timely fashion
  • Better communication with patients
  • Fewer access requests (and increased administration efficiencies)
  • Fewer missed appointments (and increased access to care)

How Will Patient Portals Affect Your Healthcare Practice?

Will you tell your patients that they can access some of their lab results themselves directly from MyHealth Records?

Let me know your experiences with patient portals and your questions. I really would like to know your thoughts on how portals may impact your healthcare practice.

⇓ ⇓   Click the >> arrow button to play the video!

     

Patient Portals In Your Healthcare Practice

Patient portal

Patient Portals Can Reduce Barriers

The use of  a patient portal can reduce barriers for patients to access their own records. Other benefits to patient portals  may include:

  • Increased empowerment to patients who can access their own results in a timely fashion
  • Better communication with patients
  • Fewer access requests (and increased administration efficiencies)
  • Fewer missed appointments (and increased access to care)

How Will Patient Portals Affect Your Healthcare Practice?

Will you tell your patients that they can access some of their lab results themselves directly from MyHealth Records?

Let me know your experiences with patient portals and your questions. I really would like to know your thoughts on how portals may impact your healthcare practice.

#digitalhealth, Alberta Netcare Portal, ANP, benefits, health, healthcare, MyHealth Records, Netcare, patient portal, Patient portals

Snooping Conviction Earns 3 Years’ Probation

Posted on September 14, 2020 by Jean Eaton in Blog

Do you have a privacy breach awareness program in place in your healthcare practice?

Spotting a privacy breach is the first step to stopping a privacy breach.

You Can Use This Privacy Breach Example to Review and Improve Your Practices.

This Is What Happened

The clinic recognized that one of their employees viewed the health records of close acquaintances, friends, and others in the community. She did not have a need to know this information to do her job.

In one case, the employee disclosed an individual’s health information to a friend.

In June 2018, a medical clinic in Alberta reported a privacy breach to the Alberta Office of the Information and Privacy Commissioner.

The OIPC opened an investigation and subsequently referred its findings to the Specialized Prosecutions Branch of Alberta Justice. Charges of an offence under the Health Information Act (HIA) were laid.

Unauthorized Access By Employees

On September 2, 2020 the clinic former employee plead guilty in court to breaching the HIA. It is an offence under HIA to knowingly gain or attempt to gain access to health information in contravention of the Act (section 107(2)(b)).

The judge sentenced the employee to

  • $6,000 fine
  • three years probation, and
  • 180 hours of community service

 

This breach was entirely preventable.

Keep this story in mind when you are trying to determine the return on investment to deliver privacy awareness training and EMR user monitoring tools to prevent and identify early snooping privacy incidents.

You can invest a little now with privacy awareness training . . . or you can pay over and over again for an investigation and bad publicity that never ends!

 

Privacy Breaches – What You Need to Know

1. Provide privacy awareness training for each employee and healthcare provider at orientation and regularly throughout the employment.

2. Collect the employee’s oath of confidentiality, including an acknowledgement that the employee understands the principles of using only access health information necessary to perform their job.

3. Monitor your users’ access to health information to quickly identify when a suspicious privacy incident occurs. The sooner you identify a privacy breach, the sooner you can limit the risk.

4. Implement your sanction policy when needed. Your sanctions policy clearly identifies the sanctions when an employee or healthcare provider is liable of an offence under the HIA.

5. Report a privacy breach to your custodians and healthcare providers, the Office of the Information and Privacy Commissioner, and the Minister of Alberta Health and the individuals affected by the breach.

 

When we know better, we can do better…

I’ve helped hundreds of healthcare practices prevent privacy breach pain like this. If you would like to discuss how I can help your practice, just send me an email. I am here to help you protect your practice.

PRIVACY BREACH NUGGETS are provided to help you add a ‘nugget' to your privacy education program. Share these with your staff and patients as a newsletter, poster, or staff meeting.

Jean L. Eaton, Your Practical Privacy Coach

Click Here To Register for the FREE 15 Minute Training Video "Can You Spot the Privacy Breach?"

Did you enjoy this article? If you’d like to look at similar posts, visit these links:

Not sure what is considered a privacy breach? See When is a Privacy Breach a Privacy Breach?

 

Do you do routine audits? Here’s how.

Are Your Employees Privacy Aware? Start now!

References

Edmonton Journal. Former Camrose medical clinic worker hit with fine, probation for snooping health records. Nicole Bergot, Sep 10, 2020. https://edmontonjournal.com/news/local-news/former-camrose-medical-clinic-worker-hit-with-fine-probation-for-snooping-health-records

Alberta OIPC. Multiple Penalties Issued to Individual Convicted of Health Information Breaches. https://www.oipc.ab.ca/news-and-events/news-releases/2020/multiple-penalties-issued-to-individual-convicted-of-health-information-breaches.aspx 

clinic, custodian, health, Health Information Act, healthcare, HIA, mandatory privacy breach notification, medical, physicians, privcy breach, probation, snooping in healthcare;

Recent Privacy Breach Convictions Under Alberta’s Health Information Act

Posted on October 15, 2019 by Jean Eaton in Blog

In August 2018, Alberta proclaimed amendments to the Health Information Act (HIA) that requires healthcare providers (custodians) to report a privacy breach with a risk of significant harm to the Office of the Information and Privacy Commissioner (OIPC), the Ministry of Health of Alberta, and of course, to patients affected by the privacy breach.

This requirement that custodians must report a privacy breach to the to the OIPC has resulted in a huge increase in the number of reported privacy breaches in healthcare.

Custodians includes healthcare providers like physicians, pharmacists, chiropractors, dentists, optometrists, registered nurses, health authorities, and more

This is not unexpected. We in healthcare know that there are many privacy breaches that happen everyday. Many of these breaches are honest mistakes. However, an increasing number are intentional, malicious actions intended to harm others.

The benefit of having these breaches reported to a regulator is to improve compliance to reasonable safeguards to protect the health information of Alberta residents. And, as a result, more custodians and affiliates (people that work for a custodian) are being held accountable under the HIA legislation to ensure that they are meeting the reasonable safeguards.

In the first year of mandatory privacy breach notification, the OIPC has received over 1,000 reports. Previously, when privacy breach reporting was discretionary, the OIPC received an average of 130 voluntary reports of privacy breaches annually.

​

What Happens When A Privacy Breach Is Reported To The OIPC

When a privacy breach is reported to the OIPC, the OIPC will review the report and consider the custodian’s determination if a reasonable risk to the patient(s) was present. The OIPC will review the report and consider:

  • agree (or not) with the determination of risk of harm
  • was the patient notified appropriately
  • is there an offence under the HIA
  • is an investigation warranted

If an investigation is indicated, the OIPC will conduct the investigation and report their findings to the Crown prosecutors at Alberta Justice. The Crown will determine if it will continue to press charges under the HIA.

Under the recent amendments to the HIA a custodian or an affiliate or both could if found guilty of an offence is liable for a fine anywhere between $2,000 to $500,000 depending on the circumstances and the nature of the offense. Other sanctions may also be applied by the court.

It takes time to report a privacy breach, have it reviewed and investigated by the OIPC and the Crown, and have individuals charged and appear in court.

We are now starting to see the first cases charged after the August 2018 amendments coming to court and privacy breach convictions under the HIA.

Unauthorized Access By Employees

During a routine internal audit of health records in the Alberta Public Laboratories clinical lab at the Red Deer Regional Hospital identified unauthorized access by lab employees. These breaches were first identified by the hospital during a routine audit of their electronic record systems. The internal investigation between December 2018 and May 2019 identified 2,158 patient records were accessed. Alberta Health Services reported that 30 staff were involved in these breaches and three staff are no longer employed by the lab.

Do you do routine audits? Here’s how.

There have been three recent decisions in from the Alberta provincial courts as a result of mandatory privacy breach reporting legislation.

Suspicious Activity Leads to Investigation And Charges

In June 2018, Alberta Health Services (AHS) received reports of suspicious activity by a billing clerk in Red Deer. An internal audit and investigation indicated that the clerk accessed the health records of 52 Albertans without authorization. AHS reported the breaches to the OIPC in June 2018.

The OIPC opened an offence investigation and referred its findings to the Specialized Prosecutions Branch of Alberta Justice. Charges were laid in July 2019. The former AHS billing clerk received a $5,000 fine on August 2019 and was ordered not to access health information for one year.

Snooping By A Clinic Employee

In another case, an Edmonton medical clinic employee was fined after pleading guilty to health data breach. The employee knowingly accessed health information of two people and made suspicious statements to the two individuals about their personal medical details. The individuals then requested access to the audit logs and the provincial electronic health record system, Alberta Netcare.

The individuals reported a complaint to the OIPC at which point the OIPC conducted an investigation.

The employee was charged in March 2019 and plead guilty in provincial court on September 26, 2019. She was fined $3,500 and ordered to pay a victim surcharge of $525.

Are Your Employees Privacy Aware? Start now!

Unauthorized Access By A Billing Clerk

On September 30, 2019 in Red Deer Provincial Court a billing clerk with Alberta Health Services was fined $8,000 for illegally accessing health records. The clerk opened health records of 81 people over 4,7471 occasions without authorization from his employer and custodian. The court also added the following conditions

  • 1-year probation
  • order to attend treatment and counselling and
  • not be employed in a position that allows him access to health information for 1 year

We will continue to see investigations under the HIA at appearing in our courts. The OIPC is currently investigating over 20 incidents and has flagged 70 more as potential offences.

Each of these incidents involved employees making poor choices about accessing patient health information. Reasonable prevention steps include privacy awareness training for every employee, healthcare provider, and contractor. In addition, every healthcare practice should be, monitoring access to records with routine audits and applying sanctions.

We obviously don’t speak often enough about what is acceptable, appropriate, and authorized access to patient’s health information.

Preventing a privacy breach is always less expensive than managing a privacy breach.

A privacy breach management plan will help you to prevent a breach and, when a breach happens, identify a privacy breach early to limit the risk of harm, size, and the cost of the breach.

 

When we know better, we can do better…

I’ve helped hundreds of healthcare practices prevent privacy breach pain like this. If you would like to discuss how I can help your practice, just send me an email. I am here to help you protect your practice.

PRIVACY BREACH NUGGETS are provided to help you add a ‘nugget' to your privacy education program. Share these with your staff and patients as a newsletter, poster, or staff meeting.

Jean L. Eaton, Your Practical Privacy Coach

Click Here To Register for the FREE 15 Minute Training Video "Can You Spot the Privacy Breach?"

Did you enjoy this article? If you’d like to look at similar posts, visit these links:

Not sure what is considered a privacy breach? See When is a Privacy Breach a Privacy Breach?

 

References

CBC News. Investigation finds improper access to patient records at Red Deer hospital. Posted: Oct 04, 2019 12:48 PM MT | Last Updated: October 4 https://www.cbc.ca/news/canada/edmonton/red-deer-patient-records-breach-1.5309419

CBC News. Edmonton medical clinic employee fined after admitting to health data breaches. Posted: Oct 03, 2019 10:56 AM MT | Last Updated: October 3 https://www.cbc.ca/news/canada/edmonton/health-information-alberta-access-1.5307453

CBC News. AHS billing clerk fined $8,000 for illegally accessing health records Posted: Oct 09, 2019 10:47 AM MT | Last Updated: October 9. https://www.cbc.ca/news/canada/edmonton/ahs-billing-clerk-fined-8-000-for-illegally-accessing-health-records-1.5314783

CBC News. Jennifer Lee. Reports of health-care privacy breaches spike in Alberta. Posted: Oct 11, 2019 5:00 AM. https://www.cbc.ca/news/canada/calgary/health-care-privacy-breaches-spike-alberta-1.5316230

clinic, custodian, health, Health Information Act, healthcare, HIA, mandatory privacy breach notification, medical, physicians, privcy breach, reasonable safeguards

Privacy Awareness Week 2019

Posted on May 7, 2019 by Jean Eaton in Blog

Privacy Awareness Week (PAW), an initiative of the Asia Pacific Privacy Authorities forum (APPA), is held every year to promote awareness of privacy issues and the importance of protecting personal information. This year, Privacy Awareness Week is celebrated May 6-10, 2019.

Protect Your Organization and Your Patients

Equip your staff with the information they need to confidently and correctly handle personal health information.

Healthcare businesses need privacy awareness training to support key policies, procedures and risk management programs need a privacy awareness training program.

Reasonable Safeguards

As an employer and health care provider, you are responsible to provide training to all of your employees about privacy awareness.

If you don’t provide the training, or if the employees don’t understand the policies and there is a privacy breach, then the healthcare provider is more likely to be held accountable under the legislation and face penalties including fines and even prison!

Patients value the privacy and security of their information.

Healthcare providers and clinic managers value privacy and security, and they value not having adverse results as a lack of compliance or patient safety issues.

Privacy Awareness Quiz

Patients trust their healthcare providers with their sensitive, personal, and financial information.

If patients don’t feel that the healthcare provider will keep their information confidential and secure, patients may choose not to share their information which may impact their healthcare and treatment.

When we are privacy aware, we can better respond to patients’ questions and build their trust in the quality of services that we provide.

Avoid Fines

On August 31, 2018, amendments to the Health Information Act (HIA) came into force that introduce a fine of not less than $200,000 for a person who fails to take reasonable steps in accordance with HIA regulations to maintain safeguards to protect against reasonably anticipated threats to the security of health information (sections 107(1.1)(a) and 107(7)).

SAY NO TO SNOOPING! If an individual affiliate knowingly breaches the privacy and security of health information, and the custodian can demonstrate that reasonable safeguards (including privacy awareness training) were in place, the individual affiliate can be charged under the Health Information Act. Fines of up to $50,000 per may be applied to the individual in addition to other sanctions from their employers and/or their professional regulatory colleges where applicable. (HIA s.107)

What Will You Do To Be More #PrivacyAware?

Join Information Managers for Privacy Awareness Week! May 6-10, 2019. #PrivacyMatters!

Information Managers would like to spread the message of #PrivacyMatters to raise privacy awareness in healthcare everyday.

Share these resources in your healthcare practice to keep privacy top-of-mind and demonstrate your commitment to privacy awareness!

Privacy Awareness in Healthcare: Essentials

 Improve your healthcare practice with privacy awareness education.
#PrivacyAwareness training in healthcare to support key policies, procedures and risk management programs.

Grab this from Corridor Interactive!

Special Privacy Awareness Week Pricing! EXTENDED!

Hurry! Expires soon!

Grab Your Privacy Awareness Training

Download Your Privacy Awareness Quiz!

Common scenarios in healthcare.

Grab Your Quiz

I Heart Privacy! #PrivacyMatters

Print badges for your team.

Or, use the done-for-you sheet of labels that you can print right away and slip into badge holders or print to stickers or labels.

You can even customize the labels and add your business name!

Instant Download Here

Download Your Monthly Privacy and Security Awareness Audit Template

Grab Your Free Privacy and Security Monthly Audit Template
#PrivacyMatters, health, healthcare, privacy awareness, training

Does Your Healthcare Practice Need an Information Manager Agreement For Your Shredding Service?

Posted on April 1, 2019 by Jean Eaton in Blog

Q: We are selecting a vendor to look after our shredding. Do we need an information management agreement (IMA)?

A: Yes, you need an information manager agreement (IMA) with your shredding vendor.

Think about all the health information that you have authorized them to manage on your behalf. You certainly want to select a reputable vendor who will pick up the paper and securely transport it to their facility for secure shredding.

The Health Information Act (HIA) allows custodians to contract with other health service providers and vendors for the purposes of providing information management or information technology services, like shredding. This requires the custodian to give the vendor access to the papers with health information so that the vendor can  securely destroy the paper.

The shredding vendor is known under the HIA as an information manager.

The custodian must ensure that the vendor has reasonable safeguards in place to protect the sensitive health information. The custodians must also ensure that there is a written agreement between the custodian and the information manager. These agreements are known as “Information Manager Agreements.” This requirement is stated in the HIA section 66(2).

There are many reputable vendors from which to choose

Some vendors will do the shredding right in your parking lot; others will transport it to their processing facility.

Remember to ask for a certificate of destruction at the completion of the shredding to document the secure destruction of the paper. Some vendors require a witness from the clinic to confirm that the shredding was done securely.

Some vendors can offer a recycling program for the paper after it has been securely shredded.

Ask your shredding vendor for an IMA. This is different than a service agreement where you agree to pay a fee for the shredding service. 

For more information on what is an IMA, see the e-book, Top 3 Agreements Your Healthcare Practice MUST Have (and Why). 

Top 3 Agreements

health, healthcare, information management agreement, information manager agreement, shredding
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