Patients have the right to complain in writing about how we, or other people or organizations that work for us, used or shared their personal health information.
Implementation
- The complaint must be submitted using standard form available at http://go.osu.edu/MC-PrivacyComplaint or at the medical records office
- The complaint can also be submitted to the U.S. Department of Health and Human Services Secretary
- The complaint must be submitted within 180 days of the event of concern
- Privacy and Security Official will review and investigate all complaints
Face-to-Face Complaint Practices
- The workforce, when facing a complaint in a face to face or over the phone situation shall:
- Exhibit extreme courtesy to the patient
- Acknowledge the issues and be understanding of the customer frustration
- Listen to the problem and try to be helpful
- Offer the complaint form and provide direct contact information
- Identify a response time and respond to patient within that time frame
- Offer elevating the issue to the Privacy Officer for resolution
Non-Waiver of Rights
- A patient who files a complaint does not waive his or her right to service
- The covered component cannot request that the patient waive this right in order to receive service
Full details of all privacy policies can be found at: I:\CLINIC\HIPAA\HIPAA Privacy Procedures and in the Clinic Resources folder on the clinic desktop.