Practice Management Alert

Clear, written policies are critical.

These days, nearly everyone has a phone or tablet which they use to send text messages to others. In a medical practice, however, you need to be careful what your staff is sending and to whom.

Texting on the job can potentially violate HIPAA Privacy and Security Rules as pertains to residents’ protected health information (PHI) or electronic protected health information (ePHI) — but unsecured messages can also cause covered entities headaches even from an internal or human resources perspective.

Definition: “Texting” refers to sending or receiving messages across a variety of platforms, including but not limited to short message service (SMS), iMessage, and WhatsApp. Facebook Messenger and other platform-specific messenger programs would also apply.

Understand the Concerns Related to Texting

Reminder: The HIPAA Privacy and Security Rules apply to “all that is created, received, maintained, or transmitted by covered entities,” says Terry Fletcher, BS, CPC, CCC, CEMC, CCs, CCs-P, CMC, CMCSC, CMCA, ACS-CA, SCP-CA, owner of Fletcher Consulting Inc. and consultant, auditor, educator, author, and podcaster at CodeCast, in Laguna Niguel, California.

There are multiple means in which texting (regardless of the platform) is incompatible with compliance, security, and privacy in healthcare.

Text messages on the most popular mobile devices and applications aren’t encrypted, which can obviously become a problem if the mobile device is lost or stolen (or even if it’s retired and not disposed of properly).

Another issue: “The sender doesn’t have the ability to control if and when the message is discarded upon viewing,” Fletcher says.

Biggest problem: “The biggest one for me is no clear path to verify the reader’s identity, which opens the door to unintended recipients, otherwise known as your HIPAA breach,” Fletcher says.

An unintended recipient could be someone who is in the right place at the right time to see a text message pop up — the visual equivalent of eavesdropping— or even a person who was not supposed to receive the message in the first place.

Many people who are familiar with texting have had an experience where they send a message intended for one person to someone else; the most uncomfortable of those situations being when you send a message about someone to that person. If a resident’s PHI is concerned, then you’d have a HIPAA breach on your hands in addition to whatever social awkwardness you’d feel.

Texting about a patient — even just clarifying information — is also tricky because any information exchanged about a patient’s condition should be part of the patient’s clinical record, Fletcher says. So, unless your practice and staff have established procedures for integrating the information exchanged into proper documentation, you have another reason to avoid texting.

Craft Policies and Procedures; Provide Training

Whatever you decide on the risks you’re willing to take with texting, make sure you have thoughtful, written rules about it.

“Ensure texting is included in the policies and procedures, specifically administrative and technical policies. It’s important to outline what is acceptable to text, along with an outline of steps should a text be sent to the incorrect recipient,” Fletcher says.

“A trained workforce is any provider’s best defense against any undisclosed PHI exposure. Workforce training should include the sharing of information, the securing of authorized devices, and using secure third-party apps that might permit sharing information in a secure way,” she adds.

Caution: If you’re going to use a third-party app, make sure it’s not “just an app you find haphazardly on your smartphone, but an application that comes on a list” written by a trusted source, Fletcher says. She suggests looking at the American Medical Association (AMA) for appropriate apps.

When you conduct training (both during onboarding of new staff and continuing education for established team members), make sure you cover all aspects of texting, if you allow it. Include what’s appropriate to text, what to do if staff messages the wrong person, and what to do if an unintended recipient gets a hold of the text, Fletcher says.

Incorporate Texting Information at Check-In

Draft and include a waiver about texting and other means of communication for incoming patients and their families upon admission. Use straightforward, simple language so everyone is clear on the preferred methods for communicating.

Tip: Families of patients at long-term care facilities or hospitals may express a desire to be kept up to date about their loved ones through an unobtrusive means of communication, like a texted reminder that a care planning meeting is coming up next week. If you are set on integrating texting with patients’ families into your general communication and care plan, at least make sure you’re operating with everyone’s full consent.