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Identification Card | Secure Area Card Access | Privacy/Confidentiality | Computer Use/Electronic Information | Retention and Destruction/Disposal of Private and Confidential Information | Use and Disclosure of Protected Health Information | Notice of Privacy Practices | Access to Designated Record Set | Accounting of PHI Disclosures | Patient/Consumer Complaints | Vendors | Fax Transmissions | Psychotherapy Notes | Facility Security | Conditions of Treatment Form | Informed Consent for UNMC Media | Transporting Protected Health Information | Honest Broker | Social Security Number | Third Party Registry | Information Security Awareness and Training

Policy No.: 6062
Effective Date: 03/17/03
Revised Date:
Reviewed Date:

Patient/Consumer Complaints Policy

Basis for Policy

It is the policy of the University of Nebraska Medical Center (UNMC) to comply with all applicable federal, state, local regulations and University policies and procedures governing confidentiality, privacy and information security. These regulations and guidelines include, but may not be limited to:

• Health Insurance Portability and Accountability Act of 1996 (HIPAA)
• Executive Memorandum No. 27, HIPAA Compliance Policy
• UNMC Policy No. 6045, Privacy, Confidentiality and Security of Patient and Proprietary Information
• UNMC Policy No. 6056, Retention and Destruction/Disposal of Private and Confidential Information

Additionally, it is the goal of UNMC to maintain a high level of patient satisfaction. All UNMC workforce having contact with patients, families and visitors are encouraged to assist in gaining and maintaining their confidence. (For purposes of this policy, patient shall also include family members and visitors of the registered patient.)

Policy

All routine patient complaints should be addressed to the extent possible at the clinic level. UNMC departments/clinics providing direct patient care are required to develop their own written procedures for handling patient/consumer complaints. More serious or unresolved patient complaints regarding UNMC, The Nebraska Medical Center, UMA, and UDA privacy practices should be referred to The Nebraska Medical Center Patient Relations Department, which shall receive and respond to complaints. To refer patients to The Nebraska Medical Center Patient Relations Department, departments should complete and forward the Patient Relations Case Sheet.

The Notice of Privacy Practices (see UNMC Policy No. 6058, Notice of Privacy Practices) provided to patients shall direct patients to contact The Nebraska Medical Center Patient Relations Department or the Secretary of Health and Human Services if they believe their privacy rights have been violated and do not wish to address the issue at the department or clinic level.

Privacy/confidentiality complaints and their disposition shall be documented and retained for six years. (HIPAA: 45 CFR §164.530(d)(2))

Definitions

Information security Policies and practices designed to control access and protect information from unauthorized access, alteration, destruction, loss or disclosure.

Notice of Privacy Practices (Notice) A plain language notice of the uses and disclosures that UNMC may make of the Individual’s PHI, and the Individual’s rights and UNMC’s legal duties with respect to such PHI.

Privacy is defined as the right of individuals to keep information about themselves from being disclosed.

Workforce Employees, medical staff, volunteers, trainees and other persons whose conduct, in the performance of work for Nebraska Medicine/UNMC, is under the direct control of Nebraska Medicine/UNMC, whether or not they are paid by Nebraska Medicine/UNMC.

Additional Information

• Contact Privacy Officer
• Nebraska Medicine Patient Relations Department at 402-559-8158
• UNMC Policy No. 6045, Privacy, Confidentiality and Security of Patient and Proprietary Information
• UNMC Policy No. 6056, Retention and Destruction/Disposal of Private and Confidential Information
• UNMC Policy No. 6058, Notice of Privacy Practices
• Privacy Incident Policy No. 6057, Use and Disclosure of Protected Health Information
• Breach Notification Procedures UNDER CONSTRUCTION
• External Resources for Patients and Consumers UNDER CONSTRUCTION
• Patient Relations Case Sheet UNDER CONSTRUCTION
• Privacy Incident Response and Breach Notification Procedures UNDER CONSTRUCTION

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