Table of Contents
Introduction
As a healthcare practice, it is your duty to safeguard all patient information. Due to privacy and security concerns, a lot of healthcare providers are investing in secure texting apps. If you are new to this and wish to know everything about secure messaging for healthcare, then this blog is just for you. In this piece, we’ll talk about the importance of secure texting for your healthcare practice, how you can implement secure messaging, and will also get access to some templates that you can use to communicate with your patients. Get ready to take notes!
What Is Secure Texting For Healthcare?
Secure texting is a communication method that enables users to exchange encrypted messages, ensuring the privacy and confidentiality of the shared information.
Encryption ensures that the messages remain inaccessible to anyone without the encryption key. Various encryption techniques are employed to guarantee that only the intended recipient can access the messages.
But why ‘secure texting for healthcare’? Isn’t regular texting secure?
When communicating with patients, regular texting is not considered a secure method for sharing protected health information. This is because regular SMS can be easily intercepted and accessed by unauthorized individuals, they lack encryption and are susceptible to data breaches as they are stored on telecommunication providers’ servers.
If you are a healthcare professional seeking to communicate with your patients through texting, you require a secure texting platform. Before we move on to that, let’s understand what secure texting really means and how it is different from regular texting.
How is Secure Text Messaging for Healthcare Different From Normal Text Messaging?
Secure text messaging apps allow the use of advanced security features that ensure that any information you send out via text can only be accessed by the intended recipient.
When we talk about sharing PHI or generally communicating with patients, patient portals are a popular way to do that, However, it should be noted that most patient portals are not HIPAA compliant as they offer general texting and no secure text messaging capabilities are built into these platforms.
Do you know why? Let’s find out!
Secure Text Messaging vs Patient Portals for Patient Communication
Patient portals are secure and dedicated online platforms that allow patients to communicate with their healthcare providers, access their personal health information, and manage their appointments.
Did you know that even patients prefer secure texting over patient portals?
Here are some key differences between secure texting and patient portals:
All in all, here are two scenarios wherein healthcare businesses are more inclined towards secure texting:
- Businesses are aware of compliance: Healthcare businesses know that sharing PHI via text can lead to non-compliance and can land them in trouble. Hence, they were not using texting to communicate with patients. However, upon realizing that there’s a secure way to text patients, they are looking for a secure texting platform.
- Businesses are unaware of compliance: A lot of businesses didn’t know that they were texting patients in a non-compliant manner. This realization is making them opt for a secure texting platform.
Benefits Of Secure Texting For Healthcare
Secure texting for healthcare is important for several reasons while communicating with patients:
Protect PHI
The exchange of sensitive patient information between the doctor and the patient is something that needs to be private and confidential as per the HIPAA security laws to protect patient information. Communicating through unsafe channels would lead to a breach of privacy and might expose the providers to legal liability.
Build trust with patients
When information is communicated through a secure medium, the patient would also feel comfortable sharing their details and would be assured that all their personal information is safe. This would make them trust the provider and therefore strengthen doctor-patient relations. Secure text messaging apps can help you here.
Communicate on the move
When patients have concerns regarding their health but do not have the time or the resources to visit the doctor in person, they can simply express their concerns by texting. Doctors need secure texting to be able to communicate instantly and effectively with their patients, while also ensuring that the information exchanged is confidential.
Maintain compliance with HIPAA rules
According to the Health Insurance Portability and Accountability Act, healthcare providers and entities are required to safeguard and protect Patient Health Information (PHI). This act has rules for all entities with regard to handling PHI and also limits sharing the PHI without the consent of the patient. It is important for the provider to have a secure texting platform in place so that all PHI remains confidential and complies with HIPAA rules.
Keep track of communication
Secure texting is a great way to document past conversations or refer to any information that is required by the patient or the provider. Since all the information is encrypted and secure, both parties can easily store and access information via text.
Access data faster
When you implement secure texting into your daily operations, especially to communicate with your patients, you can easily access data from them quickly and securely, without worrying about breaking any compliance laws. Any data you access or share cannot be intercepted during transit since the communication is end-to-end encrypted and can only be accessed by authorized personnel.
Manage potential risks
There are a lot of risks associated with texting such as man-in-the-middle attacks, data interception, improper data handling, malware attacks, and SMS phishing. Reinforcing secure text messaging helps keep all such risks at bay; provided that you use an encrypted text messaging platform that has all authentication and user controls and allows you to share data securely.
Coordinate care
To ensure proper coordination of care, you need secure texting as it helps improve the overall safety of your organization. With a secure network, your employees can communicate effectively with the patients and get real-time data. This further improves clinical workflows and maintains patient privacy.
Reduce errors
Secure messaging in healthcare helps accelerate clinical workflows which further improves patient throughput and improves clinical outcomes. This leads to fewer medical errors and improved patient satisfaction.
Use Cases of Secure Text Messaging
Here’s what all you can do with secure text messaging:
Doctor-patient communication
You can communicate securely with your patients in real-time and answer any questions or clear any doubts that they might have. You can share and receive information directly on a secure texting platform, which is otherwise not possible on the phone or normal text due to compliance issues.
Send reminders
You can send appointment reminders securely to your patients and follow up with them during the entire patient journey, without compromising their privacy. You can also send payment links securely to your patients through the encrypted text platform.
Share documents/results
Your team can communicate effectively with the patients by sharing intake forms, treatment plans, and updates securely. You can share EHRs such as MRI scans, X-rays, and other sensitive medical documents via secure text messaging. This further allows collaborative diagnosis and ensures better treatment planning.
Virtual consultations
Secure messaging allows virtual consultations in case the doctor or the patient cannot meet in person. This ensures continuity of care while also maintaining patient privacy. You can use secure messaging to discuss medication options, dosages, and side effects with the patients. This ensures transparent communication and makes the patient participate actively in their care process.
Post-discharge care
When your patient gets discharged, you can utilize secure text messaging to share medication guidelines, discharge instructions, and other follow-up care details. You can share important educational resources with your patients to help them understand their conditions and be more informed about the treatment process and after-care strategies.
Handle emergencies
With a secure texting platform, you can share real-time alerts and notifications with your patients in the wake of any public health concerns or emergencies. You can even remotely monitor your patient’s overall health by asking them about their vitals and other indicators. This ensures proper intervention and real-time assessment of the patients.
Provide extra care
You can easily provide care to patients with chronic conditions by asking for updates about their health status. If you’re treating patients with mental health issues, you can use secure texting to provide behavioral support.
Gather feedback
You can send patient surveys and review links securely to your patients and gather patient feedback for the services provided.
Templates for Secure Text Messaging
Here are some templates that you can use to text securely with your patients:
Emergency Alert SMS Template
“Good evening, this is {Business Name}. Due to inclement weather, our office will be closed tomorrow for the safety of our patients and staff. We will give you a call tomorrow to reschedule your appointments. We apologize for any inconvenience. If you are experiencing pain, please give us a call immediately. Stay safe and warm!”
Appointment reminder template
“Hello {{firstName}}, you have an appointment at {{Business name}} with {{providerName}} at {{officeName}} on {{appointmentDate}}.
It is our policy to collect copayments and/or deductibles at the time of the appointment. Please plan accordingly.
Also, bring the list of medications you need to be refilled to your visit. This allows us to securely and efficiently complete refill requests.
If your appointment is scheduled as virtual, you will receive a link from our registration desk before the appointment. You will click on the link and follow the prompts to connect with us.”
“Hi {{firstName}}. Perfect Smiles Dentistry is sending you a gentle reminder that you have an upcoming appointment on {{appointmentDate}}. You can reply with C to confirm the appointment.
“”Smokers: Do not smoke before coming to your appointment and remember to brush your teeth for a better evaluation and treatment.”””
Payment reminder SMS template
“Hello, this is a friendly reminder that a copay of $15.00 is required for your appointment with your provider at the Psychiatric Wellness Center. We have upgraded our payment system, please follow the link provided in this text to make a payment.”
Appointment rescheduling text template
“Hello, this is the {Business Name} about your appointment.
For (DATE) (TIME). We need to reschedule your appointment due to an emergency.
Please call the office to reschedule at {Number}. We apologize for any inconvenience. Thank you.”
Feedback Request SMS template
“[First Name], your positive rating and or feedback plays an important role in helping others. Please select the link and leave us a review or a 5-star rating, Thank you!”
Virtual appointment reminder template
To access your virtual appointment with Nadia, you will need to log into your patient portal account around your appointment time. Once Nadia is logged on, there will be a button to start your session.”
Treatment Updates text template
“Hello, this is {Business name} we appreciate your patience. We are texting to let you know that PETNAME is in recovery and the dental cleaning went smoothly. We recommend going home with CET Chews & CET water additive today to help maintain good dental health. Pick-up time is between TIME pm – and 5:45 pm. We will be happy to answer any questions you may have at pick-up.
Thank you.”
Knowledge Base SMS template
“Ovarian cysts are sacs, usually filled with fluid, in an ovary or on its surface. Ovarian cysts are common. Most of the time, you have little or no discomfort, and the cysts are harmless. Most cysts go away without treatment within a few months. Repeat imaging will be recommended to recheck the cyst.”
SMS Reminder Template for Tests
“Hi, You are all set for Monday, June @ 9:00 a.m. to complete an updated background and drug test in our office. We are located at {Address}. We look forward to meeting you! Regards {Business name} Coordinator”
Insurance Verification SMS template
” Good news, {{firstName}}! Your dental insurance plan has been verified. The total estimated fee for your consultation and treatment is $277.00. This includes your visit with the doctor, two sets of radiographs, a CBCT scan, a cold sensitivity test, percussion test and root canal treatment. According to your benefits, your estimated portion is $150.00. And we’re expecting an estimated $127.00 from your dental insurance plan. Please let me know if you have any questions. We look forward to hearing back from you. Wishing you a wonderful rest of your day. Thank you kindly.”
Bonus: How To Send A Secure Text Message?
It is understandable that texting by itself is not secure. However, it can be made secure and HIPAA-compliant if you use the right secure messaging app for healthcare. Emitrr for instance, offers a secure texting feature with which users can communicate securely. The messages are end-to-end encrypted and cannot be accessed by anyone except the user. You can easily share PHI with your patients using the secure texting feature, with a simple login process. You need not remember passwords or worry about security as Emitrr’s secure texting capability can handle it all. Here’s how secure texting works:
- Open the Emitrr app and click on the relevant conversation
- On the right side of the message box, click on ‘Start secure chat’. Doing so will send a link to the customer.
- The customer can only access the messages by clicking on that link. All messages on that separate portal can only be read by the customer.
- To access the same, the customer only needs to enter their mobile number and the OTP received on that number. This 2FA makes the portal secure and free from any breaches.
To understand this process in detail, check out this video!
Secure Text Messaging FAQs
What is secure messaging in healthcare?
Is there a HIPAA-compliant texting app?
Are text messages secure in HIPAA?
What is the texting policy for healthcare?
What are the messaging standards for healthcare?
Conclusion
We hope that this blog gave you valuable insights into all things secure text messaging. Are you ready to implement secure text messaging for your practice? Get in touch with us here and explore how Emitrr’s offerings can fit your use case!
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