VA Sunshine Healthcare Network (VISN 8)

Issue: Veteran A received a Health Insurance Claim Form that included a form (containing full SSN) for Veteran B and C. Veteran A immediately returned the forms to VA. Update: 03/08/13:Veterans B and C will be sent letters offering credit protection…

Outcome: Investigation could not confirm who at the VAMC mis-mailed the claim forms. However, the Supervisor of Fee Services contacted the Fee provider and provided them with the correct VA mailing address including mail routing code to mail any future claim…

Issue: Veteran A requested his record from the Release of Information (ROI) office and along with his record was Veteran B's ROI request and record. Veteran B's record contained 345 pages. Veteran A came to the ROI office and returned in…

Outcome: Veteran returned record. Reinforce procedures for mailing in ROI…

Issue: Veteran A was given Veteran B's discharge note and instructions. The information contained Veteran Bs full name, full SSN, date of birth and medical information. Update: 03/05/13:Veteran B will be sent a letter offering credit protection services.…

Outcome: Employee's service chief notified of incident and requested employee involved retake the Privacy and Information Rules of Behavior Training and HIPAA and to contact HRMS for appropriate disciplinary actions.

Issue: A clerk at the Lakeside Clinic, received a call that was transferred from the call center. The spouse of a Veteran called to report that she received another Veteran's letter stuck to her husbands letter. The spouse identified herself .…

Outcome: The letter was retrieved from the Veteran that received it in error. Training was conducted for staff members on the importance of adhering to Privacy rules for safeguarding and validating information before it is dispersed. No malicious attempt was discovered;…

Issue: Two Medical Support Assistants (MSA) were checking out patients. Veteran A received Veteran B's future appointment list by mistake. One of the MSAs immediately noticed the error, and asked the other MSA to hunt down the errant appointment list. By…

Outcome: Employees cautioned to exercise more vigilance when simultaneously checking out patients and using the same printer.

Issue: Copies of a Veteran's medical records were needed for a Non-VA physician. A VA employee provided the Release of Information (ROI) section with the incorrect address to mail the records to the Non-VA physician. The ROI section sent the records…

Outcome: Communicated with the supervisor to ensure that all VA employees that enter information for Non-VA Coordination of Care, have the correct information. The Privacy Office also stressed the importance of a triple check system for information that is being entered…

Issue: Patient A received a copy of an appointment list on 02/04/13. On 02/20/13, Patient A realized that the appointment list was for Patient B after coming to a scheduled appointment time for Patient B. The appointment list was kept by…

Outcome: Corresponded with the VA employees supervisor to reeducate all team members on awareness when providing patient appointment list to patients. In addition, will address privacy training to individuals at the clinic.…

Issue: Veteran A received an active medication list intended for Veteran B. Update: 02/19/13:Veteran B will be sent a notification letter.…

Outcome: The Medical Administration Service Managers have been informed. The process to protect patient information will be reviewed with the appropriate MAS check in clerks to prevent reoccurrence. A letter of apology was sent to the Veteran who filed the privacy…

Issue: The VA mailroom mislabeled three dental packages intended to go to the Central Dental Lab in Texas but were mis-mailed to a Veteran. The Veteran contacted the VA and will return the packages on 2/20/2013. Privacy will determine what PHI…

Outcome: VA employee counseled on the topic of Mail/Information Security and this topic was an agenda item at the Service supervisor's meeting. The Service is establishing a Standard Operation Procedure to minimize future occurrence. Attention to detail stressed and quality controls…

Issue: Veteran A received Veteran B and spouse's Social Security Benefits and income information. Update: 02/19/13:Veteran B and spouse will be sent letters offering credit protection services due to full name and full SSNs being disclosed.…

Outcome: Remediation and sanctions completed.