HIPPA Compliant

1. Always ask for both the first name and last name of individuals.

  You should always ask for both first and last names, even if you have difficulty pronouncing them. It’s also considerate to apologize if you feel you mispronounced a name. 

"I apologize if I mispronounced your name."  

2. Never provide Protected Health Information (PHI) to a gatekeeper. 

Any individually identifiable health information, including demographics, medical history, test results, insurance info, and even names or SSNs, in any format (paper, electronic, spoken).  

3. Do not accept "YES" as a valid confirmation of the respondent's name.
Always confirm by asking, "Just to verify, am I speaking with (respondent's name)?"
If the Respondent answers "Yes" again, you may proceed. 

However, if the Respondent answers with a "That's me.", "Speaking", or "I'm him/her."
You may proceed without further verification.  

4. If a new person joins the call, always ask, "Is this (respondent's name)?"

So if a gatekeeper answers and when you ask for the respondent, they say yes, then take the phone to the respondent, you will need to verify again (both first and last name) that you are speaking to the correct person.