Understanding Patient Privacy and the Hospital Directory
May 27, 2026
At UP Health System, protecting patient privacy is one of our highest priorities. During registration, patients are asked whether they would like to be included in the hospital directory. While this may seem like a simple question, the choice has an important impact on how we can communicate with callers and visitors.
What Is the Hospital Directory?
The hospital directory is a system that allows our staff to confirm whether a patient is currently receiving care at the hospital and, in some cases, transfer phone calls or direct visitors appropriately.
When a patient agrees to be listed in the directory, hospital staff may acknowledge that the patient is here and help connect calls or visitors.
If a patient chooses not to be listed, they are considered a “private” patient.
What Does “Private Status” Mean?
When a patient chooses private status, hospital staff cannot confirm the person is receiving care at our hospital. This means we cannot:
- Confirm their location or room number
- Transfer phone calls to the patient
- Share information about their condition
- Acknowledge that they are receiving care here
Even if a caller is a family member or close friend, our staff must follow the patient’s wishes and federal privacy laws.
Why Does the Hospital Follow These Rules?
Federal privacy laws, including the Health Insurance Portability and Accountability Act (HIPAA), are designed to protect patient health information.
Patients have the right to decide who knows they are in the hospital and who may receive information about their care. Our team is legally and ethically required to honor those choices.
Why Family Members May Receive Limited Information
We understand it can be upsetting when a loved one cannot be reached through the hospital. In many cases, the patient requested privacy during registration.
Our staff members are required to follow the patient’s wishes and federal privacy laws.
If a patient is listed as private, staff members may only respond by saying they have no information available.
How Patients Can Help Loved Ones Stay Informed
Patients who would like family or friends to contact them during their stay may choose to:
- Be included in the hospital directory
- Share their room phone number directly with loved ones
- Designate one family spokesperson to receive updates and share information with others on the patient’s behalf
Patients can also change their directory preference during their stay by speaking with hospital staff.
Our Commitment to Privacy and Compassionate Care
We recognize that hospital stays can be stressful for both patients and families. Our goal is to balance compassionate communication with every patient’s right to privacy and confidentiality.
We appreciate our community’s understanding as we work to protect the privacy and trust of every patient we serve.