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A patient says they are filing a HIPAA complaint

Stay calm, document everything, and notify your privacy officer immediately.

  1. 1

    Do not argue or dismiss the patient

    Listen politely. Thank them for letting you know. Escalate to the privacy officer rather than debating the law at the front desk.

  2. 2

    Document the interaction

    Write down what the patient said, who was involved, and the date and time. Preserve any related records or logs.

  3. 3

    Notify your privacy officer the same day

    They will assess the concern, determine if there was a violation, and prepare a response if OCR reaches out.

  4. 4

    Do not alter records

    Never delete or change documentation after a complaint. That can create far worse legal exposure.

Important

Many OCR investigations start with patient complaints. Early, documented response helps your practice.

Related

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Not legal advice. Follow your organization's policies and consult counsel for legal questions.