Providers can use HIPAA compliant text messages to improve patient engagement and satisfaction following emergency department (ED) discharge. However, a recent study shows that providers must tailor these communications to patient preferences and demographics.
Text messaging and patient preferences
According to a study on the association of patient satisfaction conducted at a New Jersey urban academic ED, text messaging is the most preferred communication method among patients.
The study found that approximately 61% of patients prefer texting over phone calls, and 67% prefer texting over email. Additionally, patient age significantly influenced preferences. For patients under 60 years old, 67% preferred texting over phone calls, while older patients were more comfortable with traditional phone calls.
Read also: Do older patients use HIPAA compliant text messaging?
Tailoring communication to patient preferences
To improve post-discharge communication, providers must tailor their communication methods to patient demographics and preferences.
The study emphasized, “While ED patients prefer text [messages] to phone [calls] and email communication after ED discharge, preferences vary, and tailoring mode of communication by demographics and patient preference might improve successful communication post-discharge.”
For example, younger patients could benefit from frequent text updates about follow-up care or appointment reminders.
The study also suggests, “If the non-responders’ mean age is greater than 60 years (vs. responders’ mean of 45 years), this could indicate future texting initiatives should target populations younger than 60 years.”
Furthermore, exploring the reasons behind discomfort with texting, particularly among older populations, could help refine communication strategies.
Maintaining HIPAA compliance
Regardless of patient preferences, the Health Insurance Portability and Accountability Act (HIPAA) mandates that healthcare providers, including EDs, must safeguard patients’ protected health information (PHI) during these exchanges.
More specifically, EDs must use a HIPAA compliant text messaging solution, like Paubox, which offers:
- Encryption to secure messages during transmission and storage.
- User authentication, restricting PHI access to authorized staff only.
- Audit trails to track communication and maintain compliance.
These solutions uphold federal regulations and address privacy concerns, improving trust with patients who might otherwise hesitate to engage in text-based communication.
How to optimize post-discharge text messaging
Segment communication by age
EDs can prioritize sending personalized HIPAA compliant text messages to younger patients who prefer its convenience.
Offer flexibility
EDs should allow patients to choose their preferred follow-up communication method at the time of their discharge.
Educate patients on security
Reassure patients that Paubox texting uses advanced security protocols to safeguard their PHI, mitigating the risk of unauthorized access and potential data breaches.
Get patient feedback
EDs can also conduct surveys analyzing patient preferences and offer patients alternative communication methods for receiving post-discharge information.
Related: Using emails and texts for follow-ups during post-discharge care
FAQs
What makes a text message HIPAA compliant?
Providers must use a HIPAA compliant text messaging platform, which uses encryption, access controls, and authentication measures to protect patient privacy.
Additionally, providers must obtain explicit patient consent, limit protected health information (PHI) to what is necessary for patient care, and train staff on sending HIPAA compliant text messages.
Can HIPAA compliant texts include images or attachments?
Yes, Paubox texting automatically encrypts images and attachments, protecting PHI during transmission and at rest.
Can providers use personal phones for HIPAA compliant texting?
Using a personal phone can be risky unless providers use a HIPAA compliant texting solution. Paubox ensures that all text communications are encrypted and HIPAA compliant, making it safe to send patient information.
