The actions of a few staff and PRHC’s strong response have received some focus from the media, "water cooler" conversations, and public this past week. I would like to take this opportunity to share with you a few thoughts.

First and foremost, the actions of a few cannot diminish the exceptional work, dedication and professionalism of our hospital support, professional and medical staff. With 175,000 outpatient visits & 125,000 patient days annually, we can be proud of our 98.5% patient satisfaction rate.* Part of that satisfaction is linked to record-keeping: allergies, test results, progress notes, findings and summaries. Whether electronic or paper, we call it "the chart."

This gives rise to the second point. The privacy ("snooping") and confidentiality ("swapping stories" &/or "gossiping") of patient charts in our control are two separate but inextricably linked requirements of every provider and professional in healthcare. That’s why this topic is part of every staff and student orientation, signed confidentiality agreement, and professional obligations. Patient records are private, can only be accessed by those within the circle of care and can only be released or disclosed with patient consent.

Conversely, confidentiality is the act of not sharing or disclosing private information/knowledge, in writing or otherwise. Maintaining the second does not absolve one of the requirements of the first. Confidentiality breaches and privacy breaches are very serious because both go to the heart of our relationships with our patients and their families: trust. Either breach - no matter how minor it is perceived to be or kept to oneself, is a line not to be crossed. This requirement isn’t just policy, it’s the law.

Finally, I have heard staff concerns that inadvertent access to a record will result in consequences that include termination and a notification to applicable licensing bodies. Although we cannot detail recent incidences, I can say that (like all incidences) these situations were carefully and meticulously investigated and verified. These were found to be willful, deliberate and multiple activities – resulting in direct and unequivocal consequences.

In order to supplement and provide further emphasis on allowable and inappropriate activities, watch for additional posters and materials. And in the event you are faced with a situation where you need assistance, please talk to your manager. They in turn have access to some of the most knowledgeable professionals in privacy and risk whose expertise is available to managers and leaders.

The duties and responsibilities of healthcare professionals and support staff to our patients are daunting. I am proud that you meet and exceed these expectations – not merely because you must, but because it is what represents the best in all of you. And our patients expect no less.

* Source: (external, independent) NRC Picker Patient Satisfaction Survey, (2011 April-Dec)

On Monday, May 7, PRHC nurses were honoured by their colleagues in health care.