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Hey Ranj: My aunt broke her foot and can't drive, so I have been providing her with rides for the last month or so. The other day I took her to see her doctor about chest pains. His office was in a new, modern building, and I was impressed at the paintings, up to date magazine selection, and comfortable furniture in his waiting room. I thought to myself, "Wow, this guy must be a pretty successful doctor." His waiting room appearance gave me confidence in his ability to treat my aunt.

However, when she limped up to the receptionist's counter, the conversation between my aunt and the receptionist was a bit loud because my aunt is a little hard of hearing, and everyone in the waiting room could hear the answers to all the personal questions. Nothing was kept private from the waiting room audience. She tried talking softly, but the receptionist repeated her answers loudly enough that the entire room could hear them.

Ranj, medical information is supposed to be confidential. Had one of the patients demanded personal information from the receptionist, she probably would have refused to answer. Because it was for medical records, my aunt felt like she had to answer the questions she was asked. It not only embarrassed her, it also put her in a vulnerable position for identity theft.

Shouldn't medical office personnel be more careful to guard the confidential information of the patients? -- Indignant in Itasca, Illinois

Hey Indignant: I work at a medical office and I can tell you that there are suppose to be laws in place to protect patient privacy. The Health Insurance Portability and Accountably Act of 1996 (HIPAA) has privacy regulations and demands compliance of these regulations by all healthcare providers. So, yes, absolutely, care should be taken in keeping medical information confidential, and the receptionist was out of line and not complying with the HIPAA rules. Your aunt should have smiled and said, "That information is confidential. I'll answer your questions in a private area or on paper." Then, when she saw the doctor, she should have reported her complaint, which probably would have been a favor for all the patients. Since your aunt did not report this problem of confidentiality by the receptionist, someone else should speak to the doctor and let him or her know what is going on at the receptionist window. It is the doctor's responsibility to ensure that his/her employees comply with the HIPAA protocol and protect patients' privacy.