Texting is increasingly becoming a key method for connecting with Gen Z clients. While not always the preferred method for booking appointments, it is a close second to calls. Ensuring proper confidentiality and HIPAA compliance when using texting can be challenging. Here’s a guide to what you should look for in a texting platform and how to set boundaries for smart texting conversations.
HIPAA Guidance
HIPAA compliance in texting involves two main aspects: technology and conversational intelligence. Even if not all pregnancy centers are bound by HIPAA, adhering to industry standards of care and excellence is crucial. Clients have a reasonable expectation that their information will remain private and secure.
Necessary Technological Safeguards
Desktop Access: Ensure the platform offers desktop access for secure conversations. Mobile app access is a useful bonus.
Access Controls: Implement strong access controls, including password protection and two-factor authentication.
Audit Controls:The platform should store and provide access to a history of all activities for accountability.
Multi-level Encryption: Use robust encryption to protect information from unauthorized access.
Call & Call Recording: Enable quick switches to calls and record them if necessary for more secure conversations.
Business Associate Agreement (BAA): Ensure a BAA is in place for all 3rd parties if there will be possible transfer of Protected Health Information (PHI).
Tips for Smart Texting Conversations
Use Secure Platforms: Always use the desktop version for the most secure conversations. Mobile texting apps should be HIPAA compliant and used only when necessary. In addition, do not use personal or dedicated cell phones for SMS texts outside of an approved app.
Client Preferences: Always ask clients if they prefer a call or text. Phone calls are more confidential, but many clients prefer starting with text. Inform them about the potential risks of a 3rd party reading their conversations.
Example: Hello. My name is Sue. I am an Options Specialist reaching out in response to your missed call. When would be a good time for me to return your call? If you prefer to start with text, we can do that too. Please be aware that everything on our side is kept in strict confidence, but text messages can be less secure as others may read them. How would you like to communicate?
Safe Initial Interaction: Ask for the client’s first name and their reason for contacting you before engaging in a detailed conversation. Avoid mentioning specific topics like pregnancy, ultrasound, or abortion until the client shares their needs.
Example: “Sure, we can begin by texting. Could you share your first name? Please tell me a little bit about what's going on and how we can help.”
Handling Sensitive Information: Do not ask for medical history, provide medical advice, or offer test results via text. If the client discloses sensitive information, use caution and suggest switching to a call for more detailed discussions.
Example: “Julie, some of the information I need to share cannot be texted as it might be considered Protected Health Information. Would it be okay if I call you real quick?”
LifeLead is Life Advancement Group’s all in one communication platform that was designed specifically for pro-life pregnancy centers. LifeLead offers all of the necessary safeguards for safe texting conversations plus it also includes built-in texting templates, auto replies, and notifications so no client falls through the cracks.
To learn more about LifeLead, visit https://www.lifeleadapp.org/homepage and schedule a live demo today!
For further training on effective communication with abortion-minded and determined women, Life Advancement Group’s RISE Program offers excellent resources. Visit https://www.risecourse.org/pages/home
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