What step supports verifying patient identity before discussing information over the phone?

• A. Verify the caller's identity before discussing sensitive information and follow privacy policy.
• B. Discuss information freely if the caller claims to be the patient.
• C. Refuse to discuss anything over the phone.
• D. Place the caller on hold indefinitely.

Answer: (B)

Verifying who you’re speaking with before sharing sensitive information protects patient privacy and prevents impersonation. In healthcare communications, you should confirm the caller’s identity using at least two identifiers (like full name and date of birth or medical record number) and then follow the privacy policy before discussing any details. This step ensures you’re talking to the patient or an authorized person and that disclosures stay in line with privacy rules. Saying you’ll discuss information simply because someone claims to be the patient opens the door to privacy breaches and potential harm. While it’s important to provide timely information, outright refusing to discuss anything over the phone or placing the caller on hold indefinitely doesn’t meet patient needs and doesn’t address secure verification. So, verifying identity and adhering to privacy policy is the right approach before discussing sensitive information on the phone.