VA Sunshine Healthcare Network (VISN 8)

Issue: When Veteran A checked in for his regular appointment, he asked for a copy of his Dr's Notes and lab results. In her haste to assemble the paperwork and provide it to the Veteran, the program support assistant also scooped…

Outcome: The program support assistant has been cautioned by her supervisor to exercise more diligence and to avoid rushing.

Issue: A Veteran reported the receipt of 5 other Veterans' laboratory results and diagnosis information along with his lab results. Update: 07/26/12:The other 5 Veterans will be sent HIPPA letters of notification.…

Outcome: The immediate supervisor has been informed. Education will be provided to the employee(s) regarding the responsibility to safeguard the information and appropriate mailing procedures, through service level trainings. Letters were returned to PO. Notification letters were mailed to the veterans.…

Issue: A Veteran reported the receipt of 4 other Veterans' laboratory/diagnosis test results along with his lab results. The documents contained the other Veterans' name, diagnosis and test results. Update: 07/26/12:The four Veterans will receive a letter offering credit protection services.…

Outcome: The immediate supervisor has been informed. Education will be provided to the employee(s) regarding the responsibility to safeguard the information and appropriate mailing procedures, through service level trainings. Letters were returned to PO. Notification letters were mailed to the veterans.…

Issue: Employee A was reviewing information in her electronic Official Personnel Folder (eOPF) and noticed two performance appraisals had been scanned electronically into her eOPF that contained the name of Employee B but in the field where the Social Security Number…

Outcome: The individuals responsible for completing the performance appraisals and their supervisor were made aware of the incident and asked by Privacy Office to apply additional safeguards when handling employee sensitive information. The information was extracted from the employee's personnel folder.…

Issue: Phlebotomist kept 6 labels pertaining 1 Veteran on her robe and when exiting the hospital the labels slipped without her noticing it. The next morning, her supervisor found them lying on the parking lot near the guard. When questioned by…

Outcome: Based on the information gathered we conclude the following:a. Employee did not informed on time the privacy incident to the Privacy Officer or her supervisor. b. Employee lost the labels with no intention because did not follow the correct procedure…

Issue: Veteran A called Telemedicine stating that he had received appointments for Veteran B in the mail. Veteran A also stated that the dates/times llisted were actually his appointmnets, but with Veteran B's name and address on the letter. Veteran A…

Outcome: Since we are unable to verify who exactly stuffed/mailed the appointment list, all clerks are being reminded to exercise caution when mailing such documents. This will be discused at monthly training day.…

Issue: The Legal Office called to report that they erroneously received a CD in the mail which contained a Veteran's medical records. The CD contained the Veteran's name, address, full SSN and medical information. Update: 07/16/12:The Veteran will receive a letter…

Outcome: Law Firm has returned the CD of medical records to the PO. The CD was mailed to Veteran as requested. The immediate supervisor has been informed. Education has been provided to the employee regarding the responsibility to safeguard the information…

Issue: Veteran A reported in addition to his own test results, he also received Veteran B's test results in the same envelope. Veteran A returned the errant lab results to his Primary Care Team, who in turn notified the Privacy Officer.…

Outcome: The Pitney-Bowes contractor personnel verified all machine settings--no adjustments required. Humidity levels were within tolerances. Contractor advised mailroom personnel to flip/fan each stack of paper prior to processing as a means to dissipate any static buildup.…

Issue: An Appointment clerk handed Veteran A's appointment list to Veteran B. Veteran B discovered the error after arriving home and notified Telecare, who in turn corrected the appointments and urged the Veteran to return the appointment list for Veteran A.…

Outcome: The clerk involved has been counseled to carefully cross-check all correspondence handed to patients. The appointment list was returned to the Privacy Officer.…

Issue: Veteran A received a CD of medical records via mail intended for Veteran B. Update: 07/09/12:Veteran B will be sent a letter offering credit protection services.…

Outcome: Veteran A has returned the CD of medical records to the PO. The CD will be mailed to Veteran B as requested. The immediate supervisor has been informed. Education has been provided to the employee regarding the responsibility to safeguard…