Confidentiality -
Respecting Our Neighbors
Respecting Our Neighbors
University of Maine Center on Aging
Lifelong Maine
In this chapter we’ll explore how we build trust and honor our neighbors’ dignity by being mindful and thoughtful about confidentiality.
In our small, close-knit Maine communities, we must be particularly attuned to the private information we may hold about other community members, and how to protect personal information when we inevitably run into folks in different contexts.
We’ll explore what confidentiality is, why it’s important, the type of information we must protect, and strategies to ensure that we're prepared for nuanced situations. The information in this chapter may also be helpful to share with leaders and other volunteers in your age-friendly community so the whole team is well informed and trained on confidentiality practices.
What is Confidentiality?
Understanding Confidentiality and Privacy
Let's explore ideas of confidentiality and privacy through an example of John, a volunteer driver and Charlene, a community member receiving a ride.
Through his understanding of principles of confidentiality, John makes a special effort to keep information about Charlene and other riders safe. He does not leave email open or papers lying around. And he doesn’t talk about Charlene’s personal information with family or friends.
Respecting Charlene’s privacy is also important. This means that John respects her right not to share anything she doesn’t want to and that he’s careful not to go looking for personal details. John thoughtfully avoids asking Charlene lots of questions, and lets her take the lead on what she shares.
For example, last week, John noticed that Charlene's eyes looked red and puffy when she got in the car. As they get underway, Charlene says "Ugh, it's been a bit of a day." John feels concerned about her, and he has a couple of options for how to respond, keeping her right to privacy in mind. He could keep it simple and offer validation in hearing that she's struggling: "I'm sorry today has been tough." He might also offer to be a confidential and listening ear: "This is a safe and confidential place to share if you'd like someone to talk to, I'm here to listen but understand if you would rather keep it to yourself."
John find he has lots of questions about what type of information he needs to keep confidential. He learns there are a couple different types of information: Personally Identifiable Information and Protected Health Information, and that it can be a bit complicated based on what types of information are linked together and how they are used.
Confidentiality can raise a lot of questions. Click through the information below using the arrows or 3 dots to explore more.
Reflection - What is Confidentiality
Think about your own or a close family member's PII and PHI. Imagine you were receiving a ride to an upcoming doctor's appointment. What would you be comfortable sharing with the driver? Of that information, would you want them to share anything with other members of their team? Click here to complete the first of three reflections in this chapter. Completing the reflections will also record your progress.
Considerations In Your Community: Strategies for Protecting Confidential Information
Each of us can take personal responsibility for the information we handle, but if we work with other people, like age-friendly leaders and other volunteers, we should work together to ensure that confidential information remains protected. This video reviews some basic approaches that individuals and teams can take to revisit and explore your current confidentiality processes and develop a plan to take action where it may be needed.
Activity - What to Say When....
Tight knit communities can make confidentiality practices more complicated. People are more likely to know each other, run into each other in a variety of local places, and have less options for preserving anonymity in where they access resources. The person who runs the local food pantry is also the local hair dresser; two warming center volunteers are also neighbors. With such close community ties, and the caring relationships that accompany them, it's inevitable that we'll be asked questions that jeopardize confidential information. It can be difficult to know how to answer in the moment, especially if you feel caught off guard. Just having a few words in the back of your mind can help you respond with candor and caring while also maintaining confidentiality and building trust.
Resource - Considerations in Your Community
This article, "Confidential Information: What To Say When You Can't Say Anything" from Let’s Grow as Leaders offers more helpful information about maintaining confidentiality with candor and care.
Reflection - Considerations in Your Community
What situations can you envision coming up in your community where you may need to communicate clearly with others to maintain confidentiality. What strategies could you see yourself using? What might you say? Click here to complete the second of three reflections in this chapter. Completing the reflections will also record your progress.
Confidentiality in Practice - Scenarios
Now that we've reviewed some of the core considerations and strategies for maintaining confidentiality, explore these scenarios to see how you might respond in some real-world settings. These scenarios are designed to help you explore common examples of confidentiality considerations and reflect on how you might respond.
Click through the scenarios and discussion slides below using the arrows or 3 dots to explore more.
Reflection - Confidentiality in Practice
What practices are your community and team members already using to practice confidentiality? Are there new practices or skills you’d like to explore? Click here to complete the final reflection in this chapter and record your successful completion of the Confidentiality Chapter.
Additional Resources
Sample Confidentiality Policy - This template describes confidentiality and privacy rights, and expectations of volunteers in upholding these expectations. Thank you to Healthy Peninsula for sharing this resource.
Release of Confidential Information - This template can be used to obtain consent for release of information from people your community serves to other individuals or agencies. Thank you to Healthy Peninsula for sharing this resource.
What is Confidentiality and Privacy
This brief video further explains confidentiality, privacy and gives examples of what these look like in practice.
Holy Small-Town Ethics, Batman! Navigating Community Spaces and Experiences as a Counsellor in a Northern, Remote, Small City
Although more clinical in nature, the end of this article offers some great strategies and guidance for navigating times when you may run into someone who accesses age-friendly programs in a neutral community setting.
During this chapter, we hope you will gain a few tools to strengthen your practices around confidentiality and engage in a discussion with the age-friendly team about your confidentiality policy.
If you have any questions as you are going through the material, please email: lifelong@maine.edu.