CNA Certification (Written Exam)Resident Rights and Legal/EthicalHard
An unfamiliar caller telephones the nursing station claiming to be a resident's nephew and asks for detailed updates on the resident's current medical condition. What is the most appropriate action for the nurse aide answering the phone?
- AAsk the resident's roommate to confirm if the caller is really the nephew
- BProvide a brief summary of the resident's condition since he identified himself as family
- CRefuse to speak further and hang up immediately without explanation
- DPolitely decline to share information and refer the caller to the nurse or appropriate staff for verification
Show answer & explanationAnswer & explanation
Correct answer: D. Politely decline to share information and refer the caller to the nurse or appropriate staff for verification
HIPAA requires verifying a caller's identity and authorization before releasing any protected health information; simply claiming to be family is not sufficient verification. The aide should not share details and should refer the call to appropriate staff who can verify authorization.
Why the other options are wrong
- A. Asking a roommate is inappropriate and not a valid method of verifying identity.
- B. Sharing information based only on a claimed relationship violates HIPAA verification requirements.
- C. Hanging up abruptly is unprofessional and does not properly handle the situation.
Verifying Identity Under HIPAA
Before disclosing protected health information over the phone, staff must verify the caller's identity and authorization, not just accept a claimed relationship.
- Unverified callers should not receive medical details
- Refer such calls to the nurse or designated staff
- HIPAA violations can occur even with good intentions
Memory trick: 'Claiming isn't proving—verify before you share.'