Communication amongst individuals has changed drastically over the past few decades. Phone calls tend to be ignored in the modern age. Emails can be buried in an inbox with numerous other messages about product reviews, new movies available on subscription services, or any other service that has obtained your email. The ability to text messages to other individuals has changed communications in numerous aspects and areas of our lives. Today, text messaging can be used for social, academic, business, political, and a variety of other reasons. In fact, text messaging has become the most popular means of communication. A vast majority of individuals prefer to receive a text message rather than a phone call.
Like most people, healthcare professionals use their mobile devices (cell phones) at work and for work. When using a mobile device at work, take care not to allow that device to be a distraction. Make sure that all members of the healthcare team are not taking calls or messages during the patient’s encounter or responding to messages about other patients while with a patient. A patient will not feel that the provider is giving their full attention if the provider appears more interested in their mobile device.
With that caveat, the mobile device is utilized to text other healthcare professionals about patients and to text patients. Text messaging can represent an inexpensive and convenient way to communicate. Text messages may be employed to communicate appointment and prescription reminders, sharing information about availability for telehealth appointments, or encouraging proper health maintenance. Health care providers may text other professionals to inquire about their ability to take on new patients, ask broad questions relevant to patient care, and to inquire about the provider’s ability to consult on a matter.
Despite the ease and convenience of text messages, there are risks associated with the use of text messaging in the healthcare industry. Primarily, text messages are not HIPAA compliant as text messages do not have proper encryption or safety protocols. Therefore, healthcare providers need to avoid sending any Protected Health Information as defined by HIPAA. So, unless a HIPAA compliant application is employed by the healthcare provider and comprehensive protocols and safeguards are established, texting should not be used for transmission of Protected Health Information.
Health care providers who do text messages with patients should take precautions to avoid a number of the other risks associated with this manner of communication. First, obtain the consent of the patient to communicate in this manner. Ensure that the patient understands the risk and benefits, and that any text messages will be transmitted only to the intended recipient. Again, avoid transmission of Protected Health Information. Have a system, policies or practices that ensure the text messages are documented and made a part of the medical record. The failure to retain a record of this communication can violate record retention laws in addition to complicating malpractice litigation. Be conscientious of what information is transmitted, be wary of auto-correct and abbreviations, be professional in correspondence, and prevent messages that may be miscommunicated by the patient.
Avoid lengthy conversations or giving medical advice through text. Often texting should be employed to initiate direct communication with the healthcare provider. For example, “your lab test are ready, please give me a call to discuss,” or “your prescription has been sent to the pharmacy and should be ready for pick up.” If the patient has additional questions or issues to discuss, then the healthcare provider should encourage a direct phone call or appointment to discuss those issues.
Text messages have become a part of our everyday lives. It is popular, convenient, worldwide, quick, and accessible, but can lead to distraction and misinterpretation due to the brevity and informality in the conversation. The world has created a new set of abbreviations, acronyms, and memes for use in text messaging which can create confusion. Text messaging may help improve patients’ experience, communication, and increase patient involvement to assist in the optimization of patient care but be wary of the numerous risks associated with simply sending a text message.
