Healthcare organizations can ensure HIPAA compliant patient follow-ups in telehealth by implementing secure communication methods, such as HIPAA compliant telehealth platforms, and obtaining patient consent for preferred follow-up methods. Limiting PHI in follow-up messages, documenting interactions, and training staff on secure communication can further safeguard patient information.
The Patient Preference and Adherence study found that 50% of patients with chronic health conditions failed to adhere to their treatment plans. Patient follow-ups can enhance treatment outcomes by reinforcing care plans, supporting medication adherence, and offering patients regular touchpoints for their health concerns. Regular follow-ups in telehealth can help patients feel supported between appointments, which can be particularly valuable for individuals managing chronic conditions or mental health issues.
In telehealth, implementing follow-ups shows patients that their provider values their ongoing well-being, which can improve satisfaction and trust. These interactions can give healthcare providers valuable insights into treatment effectiveness and allow for adjustments as necessary.
Providers must ensure that all follow-up communications involving protected health information (PHI) are secure and protected to comply with HIPAA. Organizations must comply with the HIPAA Privacy Rule, which regulates the permissible uses and disclosures of PHI, and the Security Rule, which requires safeguards to protect the confidentiality, integrity, and availability of electronic PHI.
A business associate agreement (BAA) establishes that the third-party provider will implement HIPAA compliant practices and is necessary when using these vendors. Without a BAA, any interaction involving PHI with an external provider is considered non-compliant and could lead to violations and penalties.
Read more: How does HIPAA apply to telehealth?
Using a HIPAA compliant telehealth platform for follow-ups allows providers to hold virtual check-ins securely. These platforms typically feature encryption to ensure data remains secure during transmission. Additional features such as audit trails and user authentication help maintain accountability and track access, further protecting patient information during follow-up interactions.
Email can be used to send reminders for follow-up appointments or general check-ins, but it must be carefully managed to remain HIPAA compliant. Emails should avoid including PHI and instead contain only general information, such as the appointment time unless sent through HIPAA compliant email platforms like Paubox. Using HIPAA compliant email services with encryption provides an extra layer of security and ensures that patient information remains protected.
Related: Features to look for in a HIPAA compliant email service provider
A meta-analysis on medication adherence in chronic disease showed that “text messaging approximately doubles the odds of medication adherence. This increase translates into adherence rates improving from 50% to 67.8%...”. Thus, HIPAA compliant texts can also be a convenient reminder tool, particularly for upcoming appointments or follow-up prompts. Text messages should be brief, excluding sensitive health information or details that could reveal a patient’s health condition to stay HIPAA compliant. Providers can use HIPAA compliant texting services that encrypt messages and offer secure channels to maintain patient confidentiality.
Phone calls can be a HIPAA compliant option for follow-ups, as long as the disclosure of PHI is minimized and the patient’s identity is verified before discussing any health details. When making follow-up calls, providers should confirm the patient’s identity and be mindful of the patient’s privacy, particularly if they are in a public setting or within earshot of others.
Obtain patient consent for preferred follow-up methods at the beginning of treatment. Patients may have specific preferences for how they want to be contacted, whether by phone, email, or text. Documenting these preferences shows compliance with the HIPAA patient privacy guidelines.
Documenting follow-up communications within the patient’s medical record ensures an accurate record of interactions. The documentation also assists with continuity of care by providing the provider with a full history of the patient’s follow-ups, which can be beneficial for clinical decision-making and HIPAA compliance.
All staff involved in telehealth follow-ups should be trained on HIPAA rules and secure communication protocols. Training should cover HIPAA fundamentals, patient verification processes, secure documentation practices, and communication safeguards to prevent accidental PHI disclosures.
Ensure all devices used for telehealth are secured and up-to-date with the latest software patches. Devices and applications with outdated security can expose patient information to risks, so regular maintenance and updates help prevent breaches.
Related: What devices must be encrypted for HIPAA?
For patients at risk of emergencies (such as those with mental health conditions), you must have a crisis protocol in place, which should include instructions for emergency contact, local resources, and steps for escalation if a patient’s situation worsens during a follow-up.
Collecting patient feedback on follow-up processes helps providers improve their approach and enhance satisfaction. Patients can offer valuable insights into their communication preferences, allowing providers to make follow-up processes more patient-friendly and effective.
Conducting regular risk assessments helps identify potential privacy risks in telehealth follow-ups. Routine audits ensure follow-up procedures align with HIPAA standards and enable providers to address compliance gaps before issues arise.
A HIPAA compliant telehealth follow-up should include secure communication channels, verification of patient identity, minimal disclosure of PHI, and proper documentation of all interactions to ensure patient confidentiality and compliance with regulations.
Providers can enhance the effectiveness of telehealth follow-ups by setting clear goals for each interaction, providing educational resources to patients, and using follow-up surveys to gather feedback for continuous improvement.
While telehealth follow-ups can be effective for many scenarios, they should not entirely replace in-person visits, especially for procedures requiring physical examinations, diagnostic testing, or when a patient's condition may require closer monitoring.