COMMUNICATIONS POLICY *

Effective Date: 
Sat, 04/01/2006
Reviewed: 
Wed, 04/21/2021
Revised: 
Wed, 04/21/2021
Policy: 

The UCSC Student Health Services (SHS) supports the facilitation of communication processes within Student Health Services and the greater campus community in order to enhance the opportunity for sharing important information.

It is the sincere desire of the SHS administration to provide an environment where freely offered professional communications occur. Response(s) to professional communications will be respectful and direct in character

Procedure: 

Internal Communications

A. Communication Board
A communication board is in the staff lounge and the mail room for the purpose of providing a communication location for all SHS staff during regular business hours.

B. Postings Boards
Important campus announcements and meeting minutes are posted in the mailroom.

C. Electronic Communications
See the policy “E-mail Communication with Patients" for information on secure messaging. Staff members are encouraged to use the email system for appropriate University/business-related communications and in accordance with University policy. Management uses university e-mail to communicate with staff as well.  The SHC maintains a website for general information and communication. The Virtru system is available for the communication of protected health information.

D. Staff Meetings and Daily "Huddle"
Regular monthly staff meetings and regular departmental meetings occur during the school year and active participation is encouraged.  If possible, each morning from 8:30 - 8:40 clinic staff gather to review pertinent topics. Notes from daily Huddles are kept in a binder for staff access and review. Alternatively, an e-mail is sent to all sent with relevant information.

E. Clinical Operations
Meetings are held monthly during the school year for clinical staff regarding operations.

F. Clinical Conference

Meetings are held during the school year for clinical updates from staff and outside experts.

G. Memoranda
Occasionally, written and/or e-mailed memoranda are used to communicate with staff.

H. Newsletters
The SHC Pharmacy provides "Slug Drug" newsletters periodically, whenever there is sufficient information to share.

I. Voice Mail
Most departments have voice-mail for general and specific messages. Also, see “Voice Mail for Clinicians”

External Communications

A. Media
See Policy on “Contact with the Media: Responding to Requests for Information”

B. Residential Life / Campus
The SHS is unable to give protected health information to campus staff members without a properly executed release of information. In certain cases (e.g.-a health and safety emergency constituting a FERPA exception), limited information will be shared on a need to know basis.

C. Families
Unemancipated minors and their families must fill out the “Consent to Treat a Minor” Form (See CAPS policy on treatment of minors for exception). All other students are adults and as such are entitled to confidentiality. A consent must be given for SHC staff to communicate health care information to a patient’s family or any significant others. In certain cases (e.g.-a health and safety emergency constituting a FERPA exception), limited information will be shared on a need to know basis.

D. Language Line Services

Phone line and iPad resources are available for language and ASL interpreting services.  The Quick Reference Guide is provided in all the clinical exam rooms and in EMR References section for instructions on the use of Language Line phone Interpreter Services.  iPad use instructions are kept with the Language Line iPad cart and loaded in the EMR Refereces section.

E. Emergency Communications

The SHC has an emergency two-way radio to communicate with campus emergency operations as needed when the campus calls an emergency.

The SHC staff also communicate regularly for Health and Safety needs with Fire, Police, Ambulance, Environmental Health and Safety, and the Public Information Officer (if communications to the campus community are needed).