What to do when someone sends PHI

Purpose

The purpose of this procedure is to help protect patient information by helping our clients stay in compliance with HIPPA. This is related to the https://lumea.atlassian.net/wiki/spaces/LPG/pages/1049919744 . All users who interact with outside parties, such as an https://lumea.atlassian.net/wiki/spaces/LPG/pages/1144127632 , https://lumea.atlassian.net/wiki/spaces/LPG/pages/1143832804 , Client Support Managerarchived , or https://lumea.atlassian.net/wiki/pages/createpage.action?spaceKey=LPG&title=Client%20Support%20Specialist should help others to understand the sensitivity of PHI.

Procedure

When someone submits a ticket that includes PHI:

1. Reply with the following:

   1. Your last message included unsecured PHI. Please keep in mind that communications via email over the internet are not secure. Although it is unlikely, there is a possibility that information you include in an email can be intercepted and read by other parties besides the person to whom it is addressed. We have deleted the PHI from the ticket.
      Please do not include any patient information such as name, birth date, address, accession number, etc., in any emails you send to us. If you need to send patient information, please consider contacting us by phone at 844-960-3658. You may also request that we send an encrypted email to you, to which you can reply with PHI safely.  Thank you.

2. Edit the body of the ticket to redact any PHI that was submitted.

When someone submits a chat ticket that includes PHI:

1. Reply with the following:

   1. Communications via this chat are not secure. Please do not include any patient information such as name, birth date, address, etc. in any chat messages. The unencrypted email/text communication you sent to us has been securely deleted and we cannot take action with it. Please start a new chat without any patient information, or call us at 844-960-3658 if you must share patient information. You may also request that we send an encrypted email to you, to which you can reply with PHI safely.

2. Save the chat as a PDF and redact the PHI from the PDF

3. Delete the chat

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