VA Southwest Health Care Network (VISN 18)

Report ID: SPE000000074541, U.S. Department of Veterans Affairs

Reported Entity: VISN 18 El Paso, TX

Issue:

US Postal Service delivered a mangled/broken package back to the El Paso VA HCS Mail Room containing copy of Veteran medical record and noting "Found Loose in the Mail"; "We're sorry that your package was damaged during processing" and "Atlanta MRC- 5345 Fulton Industrial Boulevard SW, Atlanta, GA 30378-2400." Mail Room Supervisor provided package to facility Privacy Officer. Appears that copy of patient medical records being sent to Dept. of Disability Services in NM on Veteran A - were damaged in USPS processing/transit. Portions of medical record printed copy missing - pages damaged/missing. Medical Record photocopy contained information on Veteran A to include full name, full social security number, date of birth, and medical, pharmacy, radiological and treatment information details. Update: 04/24/12:Although this was not the fault of the VA, one Veteran will be sent a letter offering credit protection services due to the disclosure of full name and full SSN.

Outcome:

Mitigation and Corrective Action overview: Noted that Medical Records Unit sent the package certified mail via USPS and spoke with the work studies previously to ensure that the documents were secure, and that there was secure packaging clear tape on the back of the package. Because package was mangled and lost in transit - after leaving our facility - via certified, tracked mail via US Postal Service(USPS) and returned via USPS - responsibility determined as reporting and accountability issue specific to USPS--for safe, secure handling and delivery via USPS. Corrective action noted per Supervisor in Medical Records Unit noted that in cases where electronic transmission to Social Security, of uploaded medical information, can be accomplished - it is; however, there are still cases that are requested via mail delivery and these are handled as requested---and in this case---all facility processes were verified as appropriate and correct. Corrective action to be noted as continued verification of authorization and appropriate documentation of accounting of disclosures with certified tracking via USPS for these types of larger packages. Additionally, noted per our facility Mail Room Supervisor that USPS has accountability for reporting and returning any package mangled or damaged in transit - and USPS is required to report this damage, inability to deliver---and this was done by returning the mangled package to our facility mail room - who then reported/provided to facility Privacy Officer. As per VA-NSOC the status was changed to PENDING CREDIT MONITORING ---and notice prepared for Director's signature and mailing to affected Veteran to explain circumstances of USPS non-delivery/damage and corrective action/necessary reporting, Ticket recommended for closure per uploading of redacted letter of credit monitoring offer provided to affected Veteran. Submitted: JWinstead, Privacy Officer EPVAHCS