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HIPAA-Compliant Texting Apps
In the current world where data is the most important asset, keeping patient information secure and private is an important prerequisite for healthcare practices. Protecting the personal health information of patients ensures higher levels of care and privacy and establishes trust between the patient and the healthcare professional.
To ensure that all healthcare practices commit to protecting patient information, HIPAA has set certain guidelines around the storage and transmission of PHI.
What is HIPAA?
The Health Insurance Portability and Accountability Act of 1996 is a federal law that requires covered entities and business associates to establish standards to protect the personal health information of patients. Under the HIPAA Act comes the HIPAA Privacy Rule which requires all healthcare practices to establish appropriate safeguards to protect sensitive patient information being used and disclosed.
The HIPAA Security Rule, also a part of HIPAA, specifically takes care of electronically protected health information (ePHI) and implements administration for safeguarding confidential information.
As a healthcare professional, you must adhere to these guidelines and make sure that all PHI is being stored and transmitted securely with the patient’s explicit consent.
Text messaging has emerged as a highly efficient way to communicate with patients in a secure manner. Texting’s superiority in driving patient engagement, reducing no-shows, and generating online reviews and referrals has led to a variety of HIPAA-compliant texting apps for healthcare practices to choose from.
But what secure patient texting platform should you choose? Are all these platforms actually secure and HIPAA compliant? Why does your healthcare practice need a HIPAA-compliant texting app in the 1st place? let’s find out.
PS – If you’re using basic texting to communicate with your patients, then you need to take a step back; normal texting is not HIPAA compliant by default.
Top 15 HIPAA-Compliant Messaging Apps: A Quick Comparison
Key highlights:
- NexHealth has a 5-star rating for value for money but it is based on 24 reviews on Capterra and GetApp. Also, the price of this software is quite high.
- SolutionReach and Weave have the lowest value for money rating as they charge additional setup fees along with the price of the HIPAA software.
- PatientPop also has a low value for money rating as it is quite expensive compared to other HIPAA-compliant messaging apps.
- In the case of Textline, HIPAA compliance comes with an additional fee, separate from the plan fee.
- NA indicates that the price range and ratings are not available on the website of these HIPAA-compliant texting apps.
- Rocket Chat is an open-source platform.
- NexHealth is more focused on patient engagement and less on texting. If you’re looking forward to going hard on texting, then you should look for other options.
- TigerConnect is more suited for internal communications. If you’re looking for an app that lets you connect with your customers, then look for other options.
Before delving deeper into the aforementioned HIPAA-compliant Texting apps, let’s understand why you need one and what essential features you should look for
Why Do You Need A HIPAA-Compliant Texting Platform?
In order to understand why you need a HIPAA-compliant patient texting app, you first need to familiarize yourself with the way customers have evolved with respect to communicating with businesses.
When the businesses were just a phone call away, customers began calling them instead of making frequent visits. The advent of the internet gave rise to emails, which were then used for basic business communication.
The present tech-forward arena and the digitally inclined population have found medical texting to be an ideal means of communication, for obvious reasons: it is convenient, more responsive, asynchronous, and immediate in nature.
However, patient texting, by default, is NOT HIPAA-compliant. But it is also not true that every piece of information shared via text is a violation of HIPAA. It depends on the content and context of the message sent or shared.
What can make messages compliant or non-compliant is their adherence to the HIPAA privacy and security rules.
Here are the risks associated with PHI that make normal texting violate HIPAA laws
- Is the PHI being accessed by an unauthorized personnel?
- Is there a system to monitor the activity of the authorized personnel accessing the PHI?
- Are the authorized personnel authenticating their identities through a unique username and PIN to access PHI?
- Are there policies and procedures in place to prevent the PHI from getting altered or destroyed?
- If the data is shared beyond the internal firewall of the organization, is it encrypted to avoid any interception during transit?
Standard messages often fail to meet these requirements because:
- They can be intercepted during transit
- They can be sent to the wrong person
- There’s no control over the final destination of the messages
- The copies of these messages remain with the service providers and there’s no way you’d know whether they were deleted
- Someone else can see the messages intended for the recipient
- Messaging apps on mobiles do not have any login or logout requirements
- There are no technical safeguards in place if the device gets stolen
Hence for these reasons, sharing PHI via standard SMS or Instant Messaging is in violation of the HIPAA texting guidelines. A recent study discovered that 80% of professionals use their personal devices to communicate with patients majority of these conversations violate HIPAA policies.
This poses a significant risk to the handling and use of PHI, and if the sensitive health information of the patient gets released into the public domain, then there can be serious repercussions.
HIPAA can levy penalties on professionals if they do not deal with PHI as per the set guidelines. These penalties can range anywhere between $127 to $1,919,173; depending on the level of violation.
If you’re a healthcare professional and are using medical texting for sharing information and communicating with your patients, then you need a HIPAA-compliant patient texting app.
Top Things To Look For In A HIPAA-Compliant Text Messaging App
Access Management
If you have your practice has multiple locations, then you should be able to assign who can access information of patients associated with the locations.
User Control
The app should have the capability of assigning multiple roles to people and the degree to which they can access information in the app.
Activity Tracking
The app should be able to track the activity of the user/manager in order to go back and track usage in case of any data leaks.
Restrict Downloading Information
The HIPAA-compliant texting app should allow you to control the download of data. It means that the users should only be able to download data that they have access to when necessary.
Remote data deletion
The app should offer the ability to remotely delete information that is subject to a data breach (in case of theft).
Auto log-off
The app should be able to auto-log off after a certain period of inactivity
Integration With EHR/EMR
The HIPAA-compliant texting app should integrate with your EHR, which would allow you to save conversations to your EHR for auditing purposes and also allow automated scheduling of messages.
No Open Source
Make sure that your HIPAA secure messaging app isn’t open source. Open-source apps by definition cannot be HIPAA-compliant
Good Texting Capabilities
Look for a HIPAA texting app that offers a host of texting features such as group texting, mass texting, schedule-based texting, two-way text messaging, autoresponders, missed calls to text and text message marketing.
TCPA Compliance
In addition to complying with HIPAA guidelines, your chosen software must also offer prompts around TCPA compliance. This means getting the explicit written consent of your customers before sending them marketing communications and giving the customers an option to opt out of receiving text messages.
Message Lifespan
Look for a HIPAA-compliant texting app that allows you to send messages that automatically get deleted from both the sender’s and receiver’s phones after a certain period of time.
Interoperability
Interoperability is an important feature if you want to exchange data more efficiently and offer better and more responsive patient care, by tackling all the communication barriers.
Threat Detection
The app should be constantly improvised to detect threats that can potentially compromise the integrity of the PHI
Real-time Alerts and Alarms
Make sure to pick a HIPAA-compliant texting software that allows you to route real-time clinical alerts and notifications to the right providers or staff members to ensure better and more efficient patient care.
Encryption
The app must offer end-to-end encryption and a separate secure gateway for patients to access their PHI and communicate securely.
Additional Safety Features
Certain HIPAA-compliant texting apps offer additional security features like unique links and OTPs to access sensitive information, using such apps ensures a completely secure environment for patient communication.
Top 15 HIPAA Texting Apps: A Detailed Comparison
Here’s a list of the top 15 HIPAA-compliant medical texting apps that you can compare:
1. Emitrr
Emitrr is a secure and HIPAA-compliant medical text messaging service that complies with the HIPAA and HITECH guidelines, ensuring that customer data is secure and can only be accessed by authorized personnel. Emitrr customers can have the text body and the data transfer encrypted and can also have their data deleted. Emitrr maintains the required technical, physical, and administrative safeguards to ensure that all PHI and ePHI are safe and private.
This HIPAA-compliant messaging app has been designed in compliance with the HIPAA guidelines, keeping data protection at the forefront of communication. Another feature that makes Emitrr stand apart from other HIPAA texting apps is its secure medical texting feature. When this feature is enabled on the software for a particular conversation, the user and their customer are directed to a secure gateway wherein they can exchange important information. This feature offers high security for the transmission and access of PHI, while also ensuring smooth communication.
Here’s how Emitrr’s secure texting feature works:
Features:
Support offered:
- Email/Help Desk
- FAQs/Forum
- Knowledge Base
- Phone Support
- 24/7 (Live rep)
- Chat
Reviews:
“The platform’s compliance with HIPAA regulations provides peace of mind. Safeguarding client information is of the utmost importance, and this platform has made it so easy to implement a channel for confidential communication. Customer support is another area where this platform shines. The support team has been responsive and knowledgeable, promptly addressing any inquiries or concerns that arose during implementation and use.”
“Emitrr has been an overall great product. Their team has been gracious enough to make upgrades and improvements that have significantly helped our processes in using the system.”
Source: Capterra
2. Weave
Weave is a HIPAA texting app that offers the protection of data and PHI of the patients, while also ensuring smooth communication. From access controls to data encryption at both rest and in transit, from backing up data to detecting any potential security incidents; Weave has the required safeguards in place to keep data protected.
Features:
Support offered:
- FAQs/Forum
- Phone Support
- Chat
- Email/Help Desk
- Knowledge Base
Reviews:
“I don’t like that it can be costly. I thought it was a flat rate fee per month and if you have 10 phones or 14 phones it would be the same flat rate fee. But I have recently learned that if we added a new phone it is an additional $20 per month per phone that we want to add. Wish that wasn’t the case. And would like it to be more backward compatible with our Practice Management Software (PIMS) as our system will have a client with one phone number and when the client calls it doesn’t always display their name.”
Source: Capterra
3. Klara
Klara is a secure and HIPAA-compliant patient texting app that allows healthcare providers to communicate with their customers easily. It offers encryption, 2FA, and secure texting; all of which help keep sensitive information safe and compliant with the HIPAA guidelines.
Features:
Support offered:
- Chat
- FAQs
Reviews:
“It makes it easy to be HIPAA-compliant, and patients love it. I manage complex patients around the world and I couldn’t do it without Klara.”
Source: Capterra
4. SolutionReach
SolutionReach is another HIPAA-compliant medical texting app that follows detailed policies and procedures to protect PHI by employing the required safeguards. It offers cloud-based security, data encryption, and constant monitoring to ensure that all conversations are seamless and safe.
Features:
Support offered:
- Chat
- Phone Support
- Knowledge Base
- Email/Help Desk
- FAQs/Forum
Reviews:
“What I like most about Solution reach is how easy it is to use, and how quickly we are able to text and get ahold of patients.”
“We cancelled our contract with ample notice and they refuse to give us a refund on an over charge and refused to accept a written cancellation AND renewed our contract automatically.”
Source: Capterra
5. NexHealth
Nex Health is a hipaa compliant messaging app that caters to dentists and doctors, offering patient engaement capabilities that also comply with the HIPAA guidelines. It offers real-time scheduling that integrates with your EHR and encrypted texting to ensure privacy.
Features:
Support offered:
- Email/Help Desk
- Chat
- Phone Support
Reviews:
“Robust functionality that automates patient engagement workflow and integrates seamlessly with our Patient Management System.”
Source: Capterra
6. PatientPop
PatientPop is a medical texting service that offers features such as telehealth, appointment scheduling, and two-way text messaging. It is a HIPAA-compliant texting app that integrates with your EHR.
Features:
Support offered:
- Email/Help Desk
- Phone Support
- FAQs/Forum
- Chat
- Knowledge Base
Reviews:
“Helps to engage with potential and current patients. I like that we are able to load content from our blogs onto the website.”
“Too expensive and very poor quality. Customer service is non-existent, and they only care until you sign the contract so they can start charging but will not deliver.”
Source: Capterra
7. RevenueWell
Catering particularly to dentists, RevenueWell is a HIPAA messaging app that offers features around improving workflows, increasing profitability, and enhancing patient experience. From managing appointments to running campaigns, this patient text messaging service allows dentists to manage their practice seamlessly.
Features:
Support offered:
- Chat
- Email/Help Desk
- Knowledge Base
- Phone Support
- 24/7 (Live rep)
Reviews:
“Very very poor customer service. Could not fix our voicemail problem for 6 months – patients cannot leave a voicemail after hours!”
“It is user-friendly and is great with reminders.”
Source: Capterra
8. RocketChat
Rocket Chat is an Opensource platform that is designed especially for teams, to help streamline operations and improve efficiency.
Features:
Support offered:
- Email/Help Desk
- Chat
- Phone Support
- 24/7 (Live rep)
- Knowledge Base
Reviews:
“The core software is open-source, so the cost is low to get started. You have the option, but not forced to, to purchase business/enterprise support and upgrade for additional features.”
“Accessing and registering for the Rocket.Chat cloud marketplace is not as intuitive as it could be. The marketplace also requires a paid plan.”
Source: Capterra
9. OhMD
Serving practices of all sizes, this HIPAA-compliant medical texting app offers features pertaining to team communication, patient communication, and automation.
Features:
Support offered:
- Email/Help Desk
- Chat
- Phone Support
Reviews:
“I loved that I was able to text with clients and still be HIPAA compliant. That we can upload the texting to my online platform to save the records.”
“Some users do not like it because it is a separate app. I can’t figure out a way to delete old clients from my records. At times it seems to freeze.”
Source: Capterra
10. TigerConnect
TigerConnect is a HIPAA messaging app that caters to healthcare providers and practices, offering capabilities such as physician scheduling, patient engagement, alert management, and clinical collaboration.
Features:
Support offered:
- FAQs/Forum
- Email/Help Desk
- Phone Support
- Knowledge Base
- Chat
Reviews:
“It is great for quick communication and quick access.”
“The integration with other facilities is difficult to maneuver. Tech support is not very friendly or helpful.”
Source: Capterra
11. MessageDesk
MessageDesk is a HIPAA texting app that serves tradespeople, organizations, and professionals; offering them features to seamlessly connect and engage with their customers.
Features:
Support offered:
- Chat
- FAQs/Forum
- Knowledge Base
- Email/Help Desk
- Phone Support
Reviews:
“I wish it had integration with sales platforms (HubSpot, SalesForce, etc.) for sales related usage in my industry.”
“So so user-friendly and seamless, it really does most of the work for you.”
Source: Capterra
12. Textline
Textline is a HIPAA texting app that offers functionalities for effective process automation, customer engagement, and team collaboration.
Features:
Support offered:
- Email/Help Desk
- Knowledge Base
- Chat
Reviews:
“Textline is easy to use and intuitive for new team members to learn – the interface feels clean and responsive, and my team finds it easy to stay on top of which messages require a response.”
“It doesn’t feel native to iOS and some screens did not render well.”
Source: Capterra
13. SimpleTexting
SimpleTexting is a HIPAA-compliant text messaging app that is known for its SMS and MMS marketing capabilities such as group texts, mass texts, autoresponders, etc.
Features:
Support offered:
- Chat
- Knowledge Base
- Email/Help Desk
- Phone Support
- FAQs/Forum
Reviews:
“The ease of use is very nice. We have seen a great response from customers because I lot of them do not read emails but always check their text messages.”
“I wish it had better group texting or group texting at all. We use this to text employees a lot and have to set it up as a “campaign ” and they cannot see the other responses. I wish it had a built-in after-hours reply.”
Source: Capterra
14. Luma Health
LumaHealth is a HIPAA compliant text messaging app that caters to health centers, health systems, clinics, and integrated delivery centers; constantly improving processes and workflows.
Features:
Support offered:
- Knowledge Base
- Chat
- Email/Help Desk
- Phone Support
- FAQs/Forum
Reviews:
“Not having access to patient account numbers and not being able to exclude patients by insurance companies are our major hurdles. It is also a bit pricy and the contract terms are long and inflexible.”
“The biggest downside to Luma is the limitations as it relates to scheduling specifics for doctors. There is some (but not a lot) of flexibility.”
Source: Capterra
15. ProviderTech
ProviderTech is a HIPAA-compliant text messaging solution that allows efficient doctor-patient communication and provider-staff communication.
Features:
Support offered:
- Call
- FAQs
- Knowledge base
Reviews:
NA
Which Is The Best HIPAA-Compliant Texting App?
To help you make an informed choice, here’s a comparison of all the HIPAA-Compliant texting apps that we discussed so far:
Why is Emitrr the best HIPAA-compliant text messaging app?
Here are some of the core things that set Emitrr apart from other apps:
- Emitrr has the highest value for money as it falls within an affordable range and is based on over 100 reviews across GetApp and Capterra.
- Emitrr is the only HIPAA texting app that offers all 14 security features making it the only texting app adhering to all HIPAA guidelines Emitrr is compliant with HIPAA and HITECH and also takes TCPA guidelines very seriously.
- Emitrr offers best-in-class support with a 5/5 rating in customer support with over 100 reviews on Capterra
- Emitrr is among the very few HIPAA texting apps that offer secure texting as a feature. This allows the healthcare providers to text securely with the patient, ensuring that the information doesn’t get intercepted during transit and is only accessible by the patient through multi-factor authentication.
- While some platforms are more inclined towards texting or more inclined towards patient engagement; Emitrr is equally considerate and offers advanced capabilities related to patient engagement, team collaboration, and texting; while also ensuring HIPAA compliance along the way.
Frequently Asked Questions
1. Is WhatsApp HIPAA compliant?
WhatsApp is not a HIPAA-compliant texting app and should not be used to deliver healthcare online or to share sensitive PHI or ePHI. Any such activity will lead to the violation of the HIPAA guidelines and will result in legal action.
2. Is telegram HIPAA compliant?
Telegram is a public messenger that is great for everyday personal and business communication. However, when it comes to transmitting PHI, Telegram doesn’t have the required safeguards in place to protect patient information. You can use it to communicate with your patients but it is not ideal for sharing sensitive patient information.
3. Is Groupme a free HIPAA-compliant texting app?
GroupMe is an app to engage in group chats, allowing users to create groups, add users, share files, and connect efficiently with others. However, GroupMe doesn’t offer end-to-end encryption and is also not HIPAA-compliant.
4. Is Signal HIPAA-compliant texting software?
As we mentioned earlier, open-source platforms are never HIPAA-compliant. Signal is an open-source platform, and does offer end-to-end encryption. However, it doesn’t sign BAA with other parties and is hence not a HIPAA-compliant texting app.
5. How do I make Text messages HIPAA Compliant?
To ensure that text messages are HIPAA compliant, seek permission from the patient for medical texting, reveal no PHI in the message body and use a secure text messaging app.
6. What text app is HIPAA Compliant?
7. How is text messaging used in healthcare?
Conclusion
HIPAA compliance is an important feature for you if you are a healthcare provider and need to communicate securely with your patients. Before you make a choice, make sure to go through each of the aforementioned apps, and understand whether they align with your requirements. If you liked Emitrr’s offerings, all you need to do is click on this link and schedule a demo – https://emitrr.com/schedule/