Notifying patients of provider availability changes

Healthcare practices should notify patients of provider availability changes through HIPAA compliant communication channels, such as encrypted email, secure text messaging services, or direct phone calls. Limit the information shared to the necessary administrative details and ensure you respect each patient’s preferred communication method. When using third-party services for notifications, ensure a signed business associate agreement (BAA) is in place. Always document the communication method and time of contact to maintain HIPAA compliance and protect patient privacy.

The HIPAA communication standards

HIPAA requires healthcare providers to safeguard patient information (PHI) and communicate securely. Specifically, the HIPAA Privacy and Security Rules require that only the minimum necessary information is shared when communicating with patients. Healthcare providers should limit what is shared in notifications to ensure no sensitive health data is included unless necessary.

Additionally, providers must respect patients’ communication preferences. Under HIPAA, patients have the right to specify how and where they prefer to be contacted for non-treatment purposes (such as administrative updates). Ensuring these preferences are honored can help maintain compliance while improving patient satisfaction.

Related: Elements of a HIPAA compliant communication strategy

Secure communication channels for notifying patients

According to Redpoint Global, 80% of patients prefer using digital channels for communication with healthcare providers. These can be used to notify patients of provider availability changes while maintaining HIPAA compliance: 

• Email: One of the most common communication tools, email can be HIPAA compliant if sent through a secure, encrypted email platform like Paubox. Ensure the email provider meets HIPAA security requirements, such as encryption. Use clear subject lines, such as “Provider Availability Change – Action Required,” to keep the focus on the administrative nature of the message.
• Phone calls: If you notify patients by phone, ensure no PHI is disclosed unless absolutely necessary. It’s best to speak directly with the patient, but if leaving a voicemail, avoid discussing sensitive information. A simple message such as, “Please contact us to reschedule your appointment with [Provider Name],” keeps the communication compliant while giving patients the necessary information to take action.
• Text messaging: If using text messages, always use a HIPAA compliant texting service. Standard SMS messaging is not secure, so do not send PHI via text unless using a service that encrypts and safeguards the information. Notifications about changes in provider availability can be sent securely via text, as long as PHI is not included. 

Respecting patient communication preferences

HIPAA requires that healthcare providers respect patient preferences regarding communication. Patients may prefer to be notified by email, phone, or text, and healthcare providers should make it a point to ask for and document these preferences. Using the patient’s preferred method can improve communication and ensure that you are following HIPAA guidelines for confidentiality and security.

For example, if a patient prefers phone calls and has specifically requested that they not receive text messages, honor this request.

The role of business associate agreements (BAAs)

When using third-party services for scheduling or notifications (e.g., automated text services, email platforms, or scheduling software), ensure those vendors are HIPAA compliant. A BAA outlines the responsibilities of the third-party vendor in safeguarding patient information and ensures compliance with HIPAA privacy and security standards.

Always ensure that any vendor you work with has a signed BAA in place. Review their security practices to ensure they meet HIPAA requirements. 

Documenting notifications for HIPAA compliance

Document how and when patients are notified about provider availability changes. Keep a record of the communication method used, the date, and the patient’s response (if applicable). This documentation can be proof of your efforts to keep patients informed while maintaining HIPAA compliance.

FAQs

Can I notify patients of provider availability changes through regular email?

No, regular email is not secure enough to protect PHI under HIPAA. Use a HIPAA compliant email service that offers encryption and safeguards patient information.

Do I need patient consent to notify them about provider availability changes?

While you don’t need explicit consent for administrative notifications, you must stick to the patient’s communication preferences and use secure methods to protect their information.

Can I use a personal phone number to notify patients about scheduling changes?

It's best to avoid using a personal phone number for patient communication. Use a secure, professional phone line that ensures HIPAA compliance, especially when leaving messages.