When Lisa Farragut had to have an operation a few years
ago, she specifically told her doctor that she didn't want her
medical chart leaving his office.
"There's a lot of personal information in there," she said. "Your
name, address, Social Security number, whether you have problems
with drugs or alcohol. I didn't want that getting out."
Farragut had reason for concern. She's been a professional
medical transcriptionist for the past 28 years and currently works
out of her Riverside County home in Corona.
She handles people's confidential medical records every day as
doctors and hospitals increasingly farm out the labor- and
time-intensive task of transcribing recorded notes into electronic
format.
"The problem," said Farragut, who also serves as president of the
California Association for Medical Transcription, "is that you never
know where your records will go or who could end up looking at them.
I wouldn't want my own chart sitting in someone's living room."
The fact that doctors and hospitals are routinely outsourcing
medical transcription will probably come as a surprise to most
people -- it did to me.
Even more disconcerting is that a growing share of this work is
heading to cut-rate firms in other countries, where strict U.S.
privacy laws either do not apply or are difficult to enforce.
Last month, for example, India celebrated World Medical
Transcription Week. "India has become the favorite country for
outsourcing in the U.S.," Prasenjit Ganguly, vice president of the
country's largest medical transcription service,
Max HealthScribe, told the Times of India.
Max HealthScribe alone employs more than 1,000 medical
transcriptionists in Bangalore to handle the workload from U.S.
health care providers. The company says it can cut a hospital's
transcription costs in half.
Nearly all Bay Area hospitals -- including those run by Sutter,
Kaiser, UC San Francisco and Stanford -- outsource at least a
portion of their transcription work.
It's unclear, though, how much of that goes to domestic services
and how much makes its way overseas either directly or as
subcontracted work.
"We outsource all our transcription," said Courtney Conlon,
spokeswoman for Seton Medical Center in Daly City. "If we didn't,
we'd probably need eight to 10 full-time employees on staff. It's
very cost-effective for us."
Seton, like many health care providers I spoke with, contracts
with MedQuist, the nation's largest provider of
medical-transcription services. In April, the New Jersey company
reported quarterly net income of $10.51 million on revenue of $125
million.
MedQuist employs about 9,000 transcriptionists, most of whom work
out of their homes in various parts of the country. More than 1,000
are in California.
Brian Kearns, the company's chief financial officer, said that
"only a little" of MedQuist's work is subcontracted to Indian
transcription firms.
But he acknowledged that lower-priced Indian competitors are
attracting more business. "As a result," Kearns said, "we're not
growing."
Margie Kahn, an Oakland transcriptionist (don't call them
transcribers; that's the name of the machine they use) said few
patients are aware of the scope of information being outsourced by
hospitals.
"The goal is that every piece of information about you and your
medical history will be available electronically," she said.
External transcriptionists now handle patients' admitting
histories and physical exams, discharge summaries, consultations
with specialists and surgical reports. They also frequently
transcribe notes on patients' X-rays.
Often, said Farragut of the transcriptionists' association, tape
recordings from doctors and hospitals are accompanied by patients'
complete medical charts, which include all of one's personal
information.
"There's a lot of information in the chart that we need for our
work," she explained. "It all has to be accurate."
Transcriptionists in the United States and abroad are required by
the Health Insurance Portability and Accountability Act, or HIPAA,
to keep confidential medical info to themselves.
"But it's all on the honor system," Farragut said. "How many
places can the HIPAA people be checking? They can't inspect
everywhere."
Indeed, most transcriptionists at home and abroad use the
Internet to transmit data. Doctors dictate their written notes into
a phone. The notes are then converted into digital format by
archiving services and sent via the Net to a transcriptionist.
Zix Corp., a Texas maker of e-mail security software, said it
analyzed transmissions by the top 100 U.S. health care providers.
More than half had violated HIPAA by sending confidential
information over the Net without proper safeguards, the company
found.
"Despite many public statements asserting compliance with HIPAA,
the fact is that many organizations aren't successfully enforcing
the regulations," said Dan Nutkis, Zix's vice president of strategy
and products.
So how worried should people be? At this point, it's hard to say.
No one I spoke with said they could think of a single instance in
which confidential info leaked from a transcriptionist.
Yet, as with the trend of overseas companies providing tech
support for U.S.
health care providers, including Oakland's Kaiser Permanente, a
danger exists that one's privacy can be violated.
"When you see your doctor, you have every right to say that you
don't want your charts going somewhere else," said Farragut. "They
can get lost. You don't know who will see them.
"In my own case," she added, "I didn't want my chart out and
about."
Unfortunately, it's getting harder and harder to keep such things
under lock and key.