Healthcare messaging: best practices

Healthcare messaging is set to become a crucial part of omnichannel customer experiences, with potential benefits for both patients and payers. However, concerns around patient privacy and adherence to rules governing protected health information (PHI) have been raised as obstacles to implementing an effective omnichannel strategy. HIPAA, the HITECH Act, and various HHS regulations are designed to protect PHI and regulate how covered entities and business associates use or disclose it. Healthcare messaging can improve health outcomes and save money by reducing missed appointments, which cost the U.S. healthcare system nearly $150 billion each year. The HIPAA Conduit Exception Rule allows HIPAA-covered entities to conduct business with certain types of vendors without a business associate agreement (BAA). Choosing an experienced provider is essential for navigating communications in healthcare and ensuring compliance with HIPAA regulations, which protect patient privacy and prevent litigation and severe fines.