This page allows you to view, log, update, and delete patient complaints related to HIPAA privacy legislation. You can also view the audit history of a patient complaint.
Patients have the right to file a complaint concerning a provider's adherence to federal privacy regulations. Federal regulations require providers to process patient complaints related to the provider's adherence to privacy regulations.
You can use complaint notes to track and follow up on patient complaints related to privacy. You can view a complete list of privacy protection notes using the Privacy Notes List page.
How do I get to this page?
On the Quickview, click Privacy (on the left side of the page), then click complaint or update (under the Privacy Notes heading)
Step-by-step instructions
To log a patient
privacy complaint
- Display the Privacy Information page: On the Quickview, click Manage Privacy (under the Privacy heading).
- Click the complaint link to add the complaint. The Privacy Complaint Notes page appears.
- Source — Select the source of the request.
- Form — Select the appropriate form (if applicable). Your practice must have at least one form or document defined to use this list.
- Request Date — Verify, enter, or select the complaint date (usually the current date).
- Review Date — If you are authorized to review complaints, enter or select the date that you reviewed this complaint. This is usually the current date.
- Status — Verify that the status of the complaint is set to REVIEW. (If you are authorized to adjudicate complaints, you can determine and set the appropriate status at this time.)
- Request Note — Enter the description of the complaint. Describe the nature of the privacy complaint.
- Review Note — If you are authorized to review complaints, enter any notes about reviewing this complaint.
- Click Save. The Quickview page appears, with the number of privacy notes in REVIEW status updated. The complaint also appears on the Privacy Information page under the Privacy Notes heading.
To update a
patient privacy complaint
- Display the Privacy Information page: On the Quickview, click Manage Privacy (under the Privacy heading).
- Click the link to update the complaint note. The Privacy Complaint Notes page appears with the complaint details in the fields at the top of the page.
- Update the fields as needed. (If you are authorized to adjudicate patient privacy complaints, you can determine and set the appropriate status at this time.) When you follow up on a complaint, enter the review date, the new status of the complaint, and notes describing actions taken and the reasons for them.
- Click Save. The Quickview page appears, with the number of privacy notes in REVIEW status updated. The updated complaint also appears on the Privacy Information page under the Privacy Notes heading.
To delete a
patient privacy complaint
- Display the Privacy Information page: On the Quickview, click Manage Privacy (under the Privacy heading).
- Click the link to update the complaint note. The Privacy Complaint Notes page appears with the complaint details in the fields at the top of the page.
- Click the link to delete the complaint note. A warning message appears.
- Click OK to delete the complaint, or
click Cancel to preserve it.
When you next view the Privacy Complaint Notes page, the deleted complaint appears in the list with an undelete link next to it. The audit history of the note remains available.
To
view the audit history of a
patient privacy complaint
- Display the Privacy Information page: On the Quickview, click Manage Privacy (under the Privacy heading).
- Click the link to update the complaint note. The Privacy Complaint Notes page appears with the complaint details in the fields at the top of the page.
- You can use the Status field to help you locate the complaint.
- Click the audit history link. The audit history of the complaint appears.
Field Reference
| Type |
The type of privacy note (this is always complaint) |
|---|---|
| Source | The source of the privacy complaint |
| Form |
Specify the form completed for the privacy complaint |
| Request Date |
The date the privacy complaint was entered |
| Review Date |
The date the privacy complaint was reviewed |
| Status |
The status of the privacy complaint |
| Request Note |
The description of the privacy complaint |
| Review Note |
Notes about reviewing the privacy complaint |
| Privacy Complaint Notes Filter Field | |
| Status |
The status of the privacy complaint |
| Column Headings on Privacy Complaint Notes List | |
| Type |
The type of privacy note (this is always complaint) |
| Source | The source of the privacy complaint |
| Form | The form completed for the privacy complaint |
| Requested |
The date the privacy complaint was entered |
| Reviewed |
The date the privacy complaint was reviewed |
| Status |
The status of the privacy complaint |
| Request Note |
The description of the privacy complaint |
| Review Note | Notes about reviewing the privacy complaint |