Maintaining compliance in healthcare by filtering text messages

A strong text message filtering system maintains compliance, protects confidential information, and enhances operational efficiency.

Why is filtering text messages in healthcare necessary?

Healthcare providers handle vast amounts of sensitive patient information daily, known as protected health information (PHI). PHI includes details such as a patient's diagnosis, treatment history, social security number (SSN), and other identifiable information. Mishandling or inadvertently sharing this data through unsecured channels like standard SMS can lead to data breaches, legal repercussions, and loss of patient trust.

See also: 

• What are the 18 PHI identifiers?
• Identifying PHI in text messages

Key elements of text message filtering

To maintain compliance and protect patient data, a robust text message filtering system is essential. Below are the key elements that healthcare organizations must consider:

Keyword-based filtering

Implementing keyword-based filtering is the simplest and most effective way to prevent the accidental sharing of PHI through text messaging. This involves setting up filters that automatically detect and block sensitive keywords or phrases commonly associated with PHI. For example, messages containing terms like “diagnosis,” “medication,” “SSN,” or “date of birth” can be flagged for review or blocked entirely from being sent over unsecured channels.

Keyword filters can be customized to suit the specific needs of a healthcare provider, ensuring that potentially sensitive information is caught before it is transmitted. By preventing the exchange of PHI in unsecured messages, keyword-based filtering can help healthcare organizations avoid accidental HIPAA violations.

Sensitive data detection

Beyond keyword filtering, advanced text message filtering systems can use machine learning algorithms and natural language processing (NLP) to detect sensitive information based on context. These systems can identify PHI even if the specific terms are not explicitly mentioned, making them more reliable than simple keyword filters.

For example, if a patient’s medical condition is described in layman’s terms or if the message indirectly references personal identifiers, the filtering system can flag it for review. These advanced filters offer a greater level of protection, as they can catch subtle and nuanced references to sensitive data.

Encryption

In healthcare, text messages containing PHI should always be encrypted to meet security standards. A good filtering system should ensure that if sensitive data is detected in an outgoing message, it is automatically encrypted before being transmitted. Encryption protects the message's content by making it unreadable to anyone who does not have the decryption key.

Many healthcare providers use secure messaging platforms that automatically encrypt and decrypt messages containing PHI, ensuring that even if sensitive information is shared, it remains protected from unauthorized access.

Consent management

HIPAA regulations require healthcare providers to obtain patient consent before sending text messages related to their health. This means that providers must ensure patients have explicitly opted in to receive healthcare communications via text. A good filtering system will flag or block messages sent to patients who have not provided the necessary consent.

Consent management also helps healthcare providers stay organized by tracking which patients have given permission for specific types of communications. This way, providers can ensure they are sending appropriate messages to the right individuals.

Archiving and auditing

According to the HHS, “the HIPAA Privacy Rule does not include medical record retention requirements. Rather, State laws generally govern how long medical records are to be retained.” However, HIPAA does require covered entities and their business associates to retain certain types of documents to ensure the privacy and security of the PHI contained in these documents.

Text message filtering systems can automatically archive messages while ensuring that only relevant communications are retained. This reduces the risk of data over-retention and ensures that healthcare providers can easily retrieve records during audits or legal proceedings.

Archiving and auditing capabilities also help organizations track potential issues and improve the transparency of their communication processes.

Automated responses and categorization

An efficient text message filtering system can also help healthcare providers streamline their operations by automatically categorizing incoming patient responses. For example, if a patient replies to an appointment reminder with “confirm” or “cancel,” the system can automatically process the response and update the appointment status.

Categorizing and automating responses ensures that critical messages are handled promptly while reducing administrative workloads for healthcare providers.

Benefits of implementing text message filtering in healthcare

The adoption of text message filtering systems offers numerous benefits for healthcare providers, including:

• Enhanced data security: Filtering systems help prevent unauthorized access to sensitive patient information by detecting and blocking PHI before it is sent through unsecured channels. This significantly reduces the risk of data breaches and protects both the provider and patient from potential harm.
• Improved compliance: By automatically flagging or blocking messages that contain PHI, text message filtering systems help healthcare organizations maintain HIPAA compliance. This minimizes the likelihood of regulatory violations, fines, and legal issues.
• Streamlined communication: Automated categorization of patient responses ensures that healthcare providers can efficiently manage their communications. This allows for more efficient appointment scheduling, medication management, and follow-up care, ultimately improving patient engagement and satisfaction.
• Reduced administrative burden: Automating certain aspects of text messaging, such as detecting sensitive data or processing responses, reduces the manual workload on administrative staff. This allows healthcare organizations to allocate resources more effectively and focus on patient care.
• Increased patient trust: Patients are more likely to trust healthcare providers who prioritize their privacy and security. Implementing a reliable text message filtering system demonstrates a commitment to protecting patient information, which can improve patient satisfaction and retention.

Best practices for implementing text message filtering

To fully leverage the benefits of text message filtering, healthcare organizations should follow these best practices:

• Choose a HIPAA compliant messaging platform: When selecting a text messaging platform, it is crucial to choose one that is HIPAA compliant. This ensures that the platform includes built-in encryption, consent management, and auditing capabilities, providing a solid foundation for secure communications. An example is Paubox Texting.
• Customize filtering rules: Healthcare providers should work closely with their IT teams to customize keyword filters and sensitive data detection rules to match the specific needs of their organization. This customization ensures that the filters are tailored to the provider’s workflow and the types of communications they send.
• Train staff on best practices: Staff members should be trained on how to use text messaging platforms securely, including how to identify sensitive information and what types of communications are permissible under HIPAA. Proper training helps ensure that human error does not lead to data breaches or compliance violations.
• Regularly update filters and rules: As healthcare communication evolves, so should the text message filtering system. Regularly updating filters and sensitive data detection rules ensures that new threats are caught and that the system remains compliant with the latest regulatory standards.

See also: The guide to HIPAA compliant text messaging

FAQs

What is text message filtering?

Text message filtering is the process of automatically screening and managing the content of text messages to prevent the transmission of unwanted, inappropriate, or sensitive information. It helps ensure that messages adhere to certain rules, policies, or regulatory requirements before they are sent or received.

What is Paubox Texting?

Paubox Texting is a secure, HIPAA compliant text messaging solution designed for healthcare providers to communicate with patients while ensuring the protection of sensitive information. It allows healthcare organizations to send encrypted text messages containing PHI directly to patients’ mobile phones without requiring them to log in to a separate portal or application. 

Can patients opt out of receiving healthcare text messages?

Yes, patients have the right to opt out of receiving text messages from healthcare providers, especially if those messages contain PHI. Healthcare organizations must respect these preferences and ensure that their text messaging system can track and manage patient consent efficiently.

Go deeper: Can patients opt out of text messages containing PHI?