Confidentiality is crucial to stay within federal guidelines of a patient's right to privacy. As a medical manager, you will be responsible for making sure proper documentation is presented for patients to review. Some of those documents include HIPAA acknowledgments and release of information forms. While you may designate other office staff to give those documents to patients and check for signatures, it is still your job, as the manager, to make sure protocol is followed. Further, when instances arise such as those posed in this question, being able to rely upon proper documentation will help you to address the situation appropriately and with legal backing.

"When someone comes into my office requesting information regarding a patient, I always review the patient's chart first to verify whether or not the patient has given permission to release information. If the person requesting information is on the signed release of information, I go over what information they have permission to obtain and ask them to sign the appropriate forms to acknowledge receipt. If the requesting person is not on the patient's release of information, I advise them that, according to privacy regulations, I am unable to release information without the patient's expressed written consent."