{"id":650,"date":"2023-10-18T14:09:09","date_gmt":"2023-10-18T21:09:09","guid":{"rendered":"https:\/\/www.cdcr.ca.gov\/hcdom\/?post_type=dom&#038;p=650"},"modified":"2023-12-15T15:47:31","modified_gmt":"2023-12-15T23:47:31","slug":"2-3-15-patient-health-care-inquiries","status":"publish","type":"dom","link":"https:\/\/www.cdcr.ca.gov\/hcdom\/dom\/chapter-2-patients-entitlements-and-responsibilities\/article-3-health-information-management\/2-3-15-patient-health-care-inquiries\/","title":{"rendered":"2.3.15 Patient Health Care Inquiries"},"content":{"rendered":"\t<ul class=\"cdcr-dom-group-block\">\n\t\t\n\t<li class=\"cdcr-dom-item-block\">\n\t\t\t\t\t<p><strong>Policy<\/strong><\/p>\n\t\t\t\t\n\t<ul class=\"cdcr-dom-group-block\">\n\t\t\n\t<li class=\"cdcr-dom-item-block\">\n\t\t\t\t\t<p>The California Department of Corrections and Rehabilitation (CDCR) and California Correctional Health Care Services (CCHCS) shall maintain a statewide Patient Health Care Inquiries (PHCI) process to communicate with patients under CDCR jurisdiction and individuals authorized to receive information regarding a patient\u2019s health care.<\/p>\n\t\t\t\t\t<\/li>\n\t\n\n\t<li class=\"cdcr-dom-item-block\">\n\t\t\t\t\t<p>For PHCI regarding urgent changes in a patient\u2019s health care condition or status, the department shall maintain a PHCI phone line at each institution for authorized individuals to call.<\/p>\n\t\t\t\t\t<\/li>\n\t\n\n\t<li class=\"cdcr-dom-item-block\">\n\t\t\t\t\t<p>For non-urgent PHCI, authorized individuals shall submit their patient-specific health care concerns, via email or by mail to the Health Care Correspondence and Appeals Branch (HCCAB) at CCHCS headquarters (HQ).<\/p>\n\t\t\t\t\t<\/li>\n\t\n\t<\/ul>\n\t\n\t<\/li>\n\t\n\n\t<li class=\"cdcr-dom-item-block\">\n\t\t\t\t\t<p><strong>Purpose<\/strong><\/p>\n\t\t\t\t\n\t<ul class=\"cdcr-dom-group-block\">\n\t\t\n\t<li class=\"cdcr-dom-item-block is-style-no-marker\">\n\t\t\t\t\t<p>To maintain processes for authorized individuals and patients under CDCR jurisdiction to inquire and receive timely responses to PHCI.<\/p>\n\t\t\t\t\t<\/li>\n\t\n\t<\/ul>\n\t\n\t<\/li>\n\t\n\n\t<li class=\"cdcr-dom-item-block\">\n\t\t\t\t\t<p><strong>Responsibility<\/strong><\/p>\n\t\t\t\t\n\t<ul class=\"cdcr-dom-group-block\">\n\t\t\n\t<li class=\"cdcr-dom-item-block\">\n\t\t\t\t\t<p>The Deputy Director (DD), Policy and Risk Management Services (PRMS), and the Chief, HCCAB, are responsible for the oversight and evaluation of the statewide PHCI policy and procedure.<\/p>\n\t\t\t\t\t<\/li>\n\t\n\n\t<li class=\"cdcr-dom-item-block\">\n\t\t\t\t\t<p>The Chief Executive Officer (CEO), or designee, shall ensure compliance with this policy and the PHCI Operating Standards.<\/p>\n\t\t\t\t\t<\/li>\n\t\n\n\t<li class=\"cdcr-dom-item-block\">\n\t\t\t\t\t<p>At the direction of the CEO, the clinical chief of designated health care discipline (Chief Medical Executive, Chief of Mental Health, or Supervising Dentist), or clinician designee, is responsible for releasing verbal health care information via the PHCI line at their institution.<\/p>\n\t\t\t\t\t<\/li>\n\t\n\n\t<li class=\"cdcr-dom-item-block\">\n\t\t\t\t\t<p>The Chief, HCCAB, is responsible for tracking and reporting PHCI to the Regional Health Care Executives monthly.<\/p>\n\t\t\t\t\t<\/li>\n\t\n\t<\/ul>\n\t\n\t<\/li>\n\t\n\n\t<li class=\"cdcr-dom-item-block\">\n\t\t\t\t\t<p><strong>Release Of Information and Health Records Requests<\/strong><\/p>\n\t\t\t\t\n\t<ul class=\"cdcr-dom-group-block\">\n\t\t\n\t<li class=\"cdcr-dom-item-block\">\n\t\t\t\t\t<p>The PHCI process is not the correct venue to submit an Authorization for Release of Protected Health Information form or to request patient health care records pursuant to the Health Care Department Operations Manual (HCDOM), Chapter 2, Article 3, Section 2.3.4, Release of Information policy.<\/p>\n\t\t\t\t\t<\/li>\n\t\n\t<\/ul>\n\t\n\t<\/li>\n\t\n\n\t<li class=\"cdcr-dom-item-block\">\n\t\t\t\t\t<p><strong>Procedure<\/strong><\/p>\n\t\t\t\t\n\t<ul class=\"cdcr-dom-group-block\">\n\t\t\n\t<li class=\"cdcr-dom-item-block\">\n\t\t\t\t\t<p><strong>PHCI Timeframes<\/strong><\/p>\n\t\t\t\t\n\t<ul class=\"cdcr-dom-group-block\">\n\t\t\n\t<li class=\"cdcr-dom-item-block\">\n\t\t\t\t\t<p>Institutions shall:<\/p>\n\t\t\t\t\n\t<ul class=\"cdcr-dom-group-block\">\n\t\t\n\t<li class=\"cdcr-dom-item-block\">\n\t\t\t\t\t<p>Retrieve messages from their PHCI line at least once on each business day.<\/p>\n\t\t\t\t\t<\/li>\n\t\n\n\t<li class=\"cdcr-dom-item-block\">\n\t\t\t\t\t<p>Commence processing PHCI on the date received.<\/p>\n\t\t\t\t\t<\/li>\n\t\n\n\t<li class=\"cdcr-dom-item-block\">\n\t\t\t\t\t<p>Make every effort to verbally respond within the following timeframes:<\/p>\n\t\t\t\t\n\t<ul class=\"cdcr-dom-group-block\">\n\t\t\n\t<li class=\"cdcr-dom-item-block\">\n\t\t\t\t\t<p>Urgent change in the patient\u2019s health care condition or status within five business days.<\/p>\n\t\t\t\t\t<\/li>\n\t\n\n\t<li class=\"cdcr-dom-item-block\">\n\t\t\t\t\t<p>Patient death, serious injury or serious illness, including incidents of serious injury due to self-harm, suicide attempts or accidents within one business day.<\/p>\n\t\t\t\t\t<\/li>\n\t\n\n\t<li class=\"cdcr-dom-item-block\">\n\t\t\t\t\t<p>Non-urgent PHCI regarding patient-specific health care or treatment concerns shall not receive a response. Pursuant to the PHCI Operating Standards and (e)(2)(A) below, outgoing messages shall instruct these callers to contact HCCAB.<\/p>\n\t\t\t\t\t<\/li>\n\t\n\t<\/ul>\n\t\n\t<\/li>\n\t\n\t<\/ul>\n\t\n\t<\/li>\n\t\n\n\t<li class=\"cdcr-dom-item-block\">\n\t\t\t\t\t<p>HCCAB shall:<\/p>\n\t\t\t\t\n\t<ul class=\"cdcr-dom-group-block\">\n\t\t\n\t<li class=\"cdcr-dom-item-block\">\n\t\t\t\t\t<p>Commence processing written PHCI on the date received.<\/p>\n\t\t\t\t\t<\/li>\n\t\n\n\t<li class=\"cdcr-dom-item-block\">\n\t\t\t\t\t<p>Make every effort to provide a written response for PHCI within 45 business days.<\/p>\n\t\t\t\t\t<\/li>\n\t\n\t<\/ul>\n\t\n\t<\/li>\n\t\n\t<\/ul>\n\t\n\t<\/li>\n\t\n\n\t<li class=\"cdcr-dom-item-block\">\n\t\t\t\t\t<p><strong>Institution PHCI Outgoing Message<\/strong><\/p>\n\t\t\t\t\n\t<ul class=\"cdcr-dom-group-block\">\n\t\t\n\t<li class=\"cdcr-dom-item-block\">\n\t\t\t\t\t<p>The institution CEO or designee shall follow established PHCI Operating Standards for the recorded outgoing message on the PHCI line.<\/p>\n\t\t\t\t\t<\/li>\n\t\n\t<\/ul>\n\t\n\t<\/li>\n\t\n\n\t<li class=\"cdcr-dom-item-block\">\n\t\t\t\t\t<p><strong>Review and Response to PHCI Line<\/strong><\/p>\n\t\t\t\t\n\t<ul class=\"cdcr-dom-group-block\">\n\t\t\n\t<li class=\"cdcr-dom-item-block\">\n\t\t\t\t\t<p>The institution CEO or designee shall follow established PHCI Operating Standards to ensure the PHCI is:<\/p>\n\t\t\t\t\n\t<ul class=\"cdcr-dom-group-block\">\n\t\t\n\t<li class=\"cdcr-dom-item-block\">\n\t\t\t\t\t<p>Retrieved and received date are documented.<\/p>\n\t\t\t\t\t<\/li>\n\t\n\n\t<li class=\"cdcr-dom-item-block\">\n\t\t\t\t\t<p>Reviewed for urgent concerns.<\/p>\n\t\t\t\t\t<\/li>\n\t\n\n\t<li class=\"cdcr-dom-item-block\">\n\t\t\t\t\t<p>Responded to if a valid release of information (ROI) is on file for the caller.\u00a0 Health care information shall only be released to authorized individuals.<\/p>\n\t\t\t\t\n\t<ul class=\"cdcr-dom-group-block\">\n\t\t\n\t<li class=\"cdcr-dom-item-block\">\n\t\t\t\t\t<p>If there is no valid ROI on file for the requester, the CEO, or designee, shall notify the caller of Release of Information processes pursuant to Local Operating Procedures and the HCDOM, Section 2.3.4 Release of Information.<\/p>\n\t\t\t\t\t<\/li>\n\t\n\n\t<li class=\"cdcr-dom-item-block\">\n\t\t\t\t\t<p>PHCI containing threatening, obscene, demeaning, or abusive language, shall not receive a response.<\/p>\n\t\t\t\t\t<\/li>\n\t\n\n\t<li class=\"cdcr-dom-item-block\">\n\t\t\t\t\t<p>No response will be provided to PHCI for patients who have paroled or discharged from CDCR.<\/p>\n\t\t\t\t\t<\/li>\n\t\n\t<\/ul>\n\t\n\t<\/li>\n\t\n\n\t<li class=\"cdcr-dom-item-block\">\n\t\t\t\t\t<p>Documented in the health record including the verbal discussion regarding the PHCI.<\/p>\n\t\t\t\t\n\t<ul class=\"cdcr-dom-group-block\">\n\t\t\n\t<li class=\"cdcr-dom-item-block\">\n\t\t\t\t\t<p>Health care staff shall not disclose any information regarding visiting or patient location.<\/p>\n\t\t\t\t\t<\/li>\n\t\n\n\t<li class=\"cdcr-dom-item-block\">\n\t\t\t\t\t<p>Three attempts shall be made to reach the caller and all attempts shall be documented.\u00a0 If after three attempts no contact is made, the PHCI is considered closed.<\/p>\n\t\t\t\t\t<\/li>\n\t\n\t<\/ul>\n\t\n\t<\/li>\n\t\n\t<\/ul>\n\t\n\t<\/li>\n\t\n\n\t<li class=\"cdcr-dom-item-block\">\n\t\t\t\t\t<p>HCCAB shall ensure written PHCI is:<\/p>\n\t\t\t\t\n\t<ul class=\"cdcr-dom-group-block\">\n\t\t\n\t<li class=\"cdcr-dom-item-block\">\n\t\t\t\t\t<p>Triaged within one business day of receipt at a level no less than a Registered Nurse, utilizing clinical expertise within their licensure to determine if the PHCI contains an urgent or health care issue requiring clinical intervention.<\/p>\n\t\t\t\t\n\t<ul class=\"cdcr-dom-group-block\">\n\t\t\n\t<li class=\"cdcr-dom-item-block\">\n\t\t\t\t\t<p>Urgent medical, mental health, and dental clinical needs shall be immediately referred to a clinician for evaluation consistent with HCDOM Section 3.1.5, Scheduling and Access to Care.<\/p>\n\t\t\t\t\t<\/li>\n\t\n\n\t<li class=\"cdcr-dom-item-block\">\n\t\t\t\t\t<p>Urgent issues that cannot be immediately resolved or require follow-up shall be referred to executive health care staff for review or action.<\/p>\n\t\t\t\t\t<\/li>\n\t\n\t<\/ul>\n\t\n\t<\/li>\n\t\n\n\t<li class=\"cdcr-dom-item-block\">\n\t\t\t\t\t<p>Confirmed to have a valid ROI on file for the requester. Health care information shall only be released to authorized individuals.<\/p>\n\t\t\t\t\t<\/li>\n\t\n\n\t<li class=\"cdcr-dom-item-block\">\n\t\t\t\t\t<p>Responded to when the PHCI includes the requestor\u2019s name, address, patient\u2019s full name, CDCR identification number, date of birth, and a brief description of the patient-specific health care or treatment concern.<\/p>\n\t\t\t\t\n\t<ul class=\"cdcr-dom-group-block\">\n\t\t\n\t<li class=\"cdcr-dom-item-block\">\n\t\t\t\t\t<p>Written PHCI from patients under CDCR jurisdiction submitted to HCCAB shall be limited to issues that cannot be addressed through the Health Care Grievance Process.<\/p>\n\t\t\t\t\t<\/li>\n\t\n\n\t<li class=\"cdcr-dom-item-block\">\n\t\t\t\t\t<p>No response will be provided to PHCI for patient who have paroled or discharged from CDCR.<\/p>\n\t\t\t\t\t<\/li>\n\t\n\n\t<li class=\"cdcr-dom-item-block\">\n\t\t\t\t\t<p>PHCI containing threatening, obscene, demeaning, or abusive language, shall not receive a response.<\/p>\n\t\t\t\t\t<\/li>\n\t\n\t<\/ul>\n\t\n\t<\/li>\n\t\n\t<\/ul>\n\t\n\t<\/li>\n\t\n\t<\/ul>\n\t\n\t<\/li>\n\t\n\t<\/ul>\n\t\n\t<\/li>\n\t\n\n\t<li class=\"cdcr-dom-item-block is-style-no-marker\">\n\t\t\t\t\t<p><strong>References<\/strong><\/p>\n\t\t\t\t\n\t<ul class=\"cdcr-dom-group-block\">\n\t\t\n\t<li class=\"cdcr-dom-item-block is-style-bullet\">\n\t\t\t\t\t<p>Code of Federal Regulations, Title 45, Section 164.508 et seq., Uses and Disclosures for which an Authorization is Required<\/p>\n\t\t\t\t\t<\/li>\n\t\n\n\t<li class=\"cdcr-dom-item-block is-style-bullet\">\n\t\t\t\t\t<p>Health Insurance Portability and Accountability Act of 1996<\/p>\n\t\t\t\t\t<\/li>\n\t\n\n\t<li class=\"cdcr-dom-item-block is-style-bullet\">\n\t\t\t\t\t<p>California Civil Code, Section 56 <em>et seq<\/em>., Confidentiality of Medical Information Act<\/p>\n\t\t\t\t\t<\/li>\n\t\n\n\t<li class=\"cdcr-dom-item-block is-style-bullet\">\n\t\t\t\t\t<p>California Code of Regulations, Title 15, Division 3, Chapter 2, Subchapter 2, Article 5, Section 3999.218, Patient Health Care Inquiry Response<\/p>\n\t\t\t\t\t<\/li>\n\t\n\n\t<li class=\"cdcr-dom-item-block is-style-bullet\">\n\t\t\t\t\t<p>California Code of Regulations, Title 15, Division 3, Chapter 2, Subchapter 2, Article 5, Section 3999.219, Release of Information Access Line<\/p>\n\t\t\t\t\t<\/li>\n\t\n\n\t<li class=\"cdcr-dom-item-block is-style-bullet\">\n\t\t\t\t\t<p>California Department of Corrections and Rehabilitation, Department Operations Manual, Chapter 5, Article 41, Section 54010.1<\/p>\n\t\t\t\t\t<\/li>\n\t\n\n\t<li class=\"cdcr-dom-item-block is-style-bullet\">\n\t\t\t\t\t<p>Health Care Department Operations Manual, Chapter 2, Article 2, Section 2.2.2, Use and Disclosure of Protected Health Information Based on Patient Authorization<\/p>\n\t\t\t\t\t<\/li>\n\t\n\n\t<li class=\"cdcr-dom-item-block is-style-bullet\">\n\t\t\t\t\t<p>Health Care Department Operations Manual, Chapter 2, Article 3, Section 2.3.4, Release of Health Information<\/p>\n\t\t\t\t\t<\/li>\n\t\n\n\t<li class=\"cdcr-dom-item-block is-style-bullet\">\n\t\t\t\t\t<p>Health Care Department Operations Manual, Chapter 3, Article 1, Section 3.1.5, Scheduling and Access to Care<\/p>\n\t\t\t\t\t<\/li>\n\t\n\n\t<li class=\"cdcr-dom-item-block is-style-bullet\">\n\t\t\t\t\t<p>Health Care Department Operations Manual, Chapter 3, Article 1, Section 3.1.19, Next of Kin Notification for Death, Serious Illness, or Serious Injury<\/p>\n\t\t\t\t\t<\/li>\n\t\n\n\t<li class=\"cdcr-dom-item-block is-style-bullet\">\n\t\t\t\t\t<p><a href=\"https:\/\/cdcr.sharepoint.com\/sites\/cchcs_lifeline_cab\/SiteAssets\/Forms\/AllItems.aspx?id=%2Fsites%2Fcchcs%5Flifeline%5Fcab%2FSiteAssets%2FSitePages%2FPatient%20Health%20Care%20Inquiries%2FPHCI%2DOperating%2DStandards%2Epdf&amp;parent=%2Fsites%2Fcchcs%5Flifeline%5Fcab%2FSiteAssets%2FSitePages%2FPatient%20Health%20Care%20Inquiries\" data-type=\"link\" data-id=\"https:\/\/cdcr.sharepoint.com\/sites\/cchcs_lifeline_cab\/SiteAssets\/Forms\/AllItems.aspx?id=%2Fsites%2Fcchcs%5Flifeline%5Fcab%2FSiteAssets%2FSitePages%2FPatient%20Health%20Care%20Inquiries%2FPHCI%2DOperating%2DStandards%2Epdf&amp;parent=%2Fsites%2Fcchcs%5Flifeline%5Fcab%2FSiteAssets%2FSitePages%2FPatient%20Health%20Care%20Inquiries\">Patient Health Care Inquiry Operating Standards<\/a><\/p>\n\t\t\t\t\t<\/li>\n\t\n\t<\/ul>\n\t\n\t<\/li>\n\t\n\n\t<li class=\"cdcr-dom-item-block is-style-no-marker\">\n\t\t\t\t\t<p><strong>Revision History<\/strong><\/p>\n\t\t\t\t\n\t<ul class=\"cdcr-dom-group-block\">\n\t\t\n\t<li class=\"cdcr-dom-item-block is-style-no-marker\">\n\t\t\t\t\t<p>Effective: 09\/2011<br>Revised: 09\/01\/2023<\/p>\n\t\t\t\t\t<\/li>\n\t\n\t<\/ul>\n\t\n\t<\/li>\n\t\n\t<\/ul>\n\t","protected":false},"parent":92,"template":"","class_list":["post-650","dom","type-dom","status-publish","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - 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