If someone is referred to our agency by another client, how should we respond to their inquiry about eligibility for assistance while maintaining the confidentiality of the person who provided the referral?

Date Published: October 2014

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Regardless of what a caller might know or suspect about the health status of someone who provided them with information about your agency services, an effective response is to ask the caller to provide you with information about their current health and financial situation, and their reason for calling. This diverts the conversation from any discussion or acknowledgement about the person that referred the caller. If the caller inquires about the person that made the referral, the appropriate response is that your agency does not confirm, deny, or discuss information about anyone outside of the caller.

Tags: HOPWA Program Requirements - Confidentiality Requirements