The healthcare industry is rapidly evolving, and with the latest advancements in medical practice nowadays, effective communication is essential for ensuring high-quality care and preventing many medical errors. Whether this involves communicating between units, calling patients for follow-up, or handling administrative matters, communication is a top priority in healthcare. With that being said, what is non-compliant communication in healthcare?
Non-compliant communications are not just about a compliance issue; they can quietly destroy patient confidence, spoil the organization's reputation, and have a significant impact on the budget. Many healthcare leaders fail to realize the high cost of unsecured messaging and legacy system breaches. That's why hidden costs associated with non-compliant communications and secure text messaging apps, such as QliqSOFT, can protect healthcare organizations against serious and expensive PHI violations.
What is Non-Compliant Communication in Healthcare?
Non-compliant healthcare communication often refers to the disclosure of Protected Health Information (PHI) that describes patient communication risks, as required by the Health Insurance Portability and Accountability Act (HIPAA). Many professionals might not even realize that they are breaking these standards. It includes:
- Sending non-encrypted SMS or email of PHI
- Sharing patient information on an insecure device
- Utilizing non HIPAA-compliant messaging applications such as WhatsApp or iMessage
- Failure to audit or document communications
Such procedures or tactics might appear harmless or even convenient for the staff. However, they can result in more violations, which can compromise patients' confidentiality and lead to penalties or even the closure of a facility. This is why secure messaging in healthcare ensures your data remains private.
The Visible vs Hidden Costs of Communication Violations
The Visible Costs of Communication Violations
Healthcare data breach costs can be excruciating. In the U.S., a data breach at a healthcare company can result in costs exceeding $10 million, surpassing those of any other market. Some of the consequences of a HIPAA breach include:
- Civil penalties: These can range from $100 to as high as $50,000 for each violation, with a maximum annual penalty of up to $1.5 million per provision.
- Criminal penalties: This involves penalties, as well as imprisonment, for willful neglect.
- Legal suits: Affected patients have the option of suing the health facility.
The Hidden Costs
It is not penalties and lawsuits alone that are horrifying. There are hidden costs that are unsettling:
- Operational disruption: Investigations and system shutdowns result in workflow delays, postponed appointments, and reduced productivity, ultimately impairing patient care and straining resources.
- Staff burnout: Inefficient communication tools force staff to spend more time troubleshooting or repeating tasks, fueling frustration and burnout. This results in increased turnover, reduced staff shortages, and higher recruitment costs.
- Patient dissatisfaction: After a data breach, up to 40% of patients consider switching providers. Loss of trust can drain patient volumes, as studies show a 6–7% churn rate post-breach
- Business relationships lost: Negative headlines and online reviews after breaches persist for years, deterring new patients and partners, often requiring massive marketing efforts to regain trust.
All these direct and indirect expenditures draw a clear picture: neglecting non-compliant communications is not safe.
Why Do Healthcare Organization Leaders Underestimate the Risks?
Many healthcare administrators are struggling to choose appropriate and safe software that is compliant with healthcare regulations. So, what are some of the most common risks associated with this?
- Familiarity and convenience: Vendors are comfortable sending or receiving sensitive patient information through text or email because it's a convenient and familiar way of communicating. However, these convenience-driven shortcuts forgo necessary HIPAA protections.
- Lack of clarity: Managers and compliance officials may not necessarily appreciate the way teams communicate. Without audit paths or monitoring, risky procedures will likely fall through the cracks.
- Underinvestment in technology: A lack of funding or reluctance to implement new technology can create significant challenges, compromising the delivery of adequate patient care.
- Interpretation of the law: Some organizations feel that personal conversations are exempt from HIPAA guidelines, but the reality is that all identifiable patient information must be protected.
Such risks can create a burden and increase cybersecurity risks, and even hinder the innovation or progress of a facility.
How to Identify & Address Non-Compliant Communication
To avoid PHI violations, it all begins with being aware and intervening strategically. Here's a rundown of what every healthcare organization should consider doing:
- Communication audits: Take a close look at how information is currently shared and exchanged. Are staff members texting about patient care? Are there any issues with email encryption or voicemail security?
- Train your staff: Ensure that everyone, from the top down, understands what PHI is, why it's important to follow the rules, and how to utilize the approved tools.
- Set clear policies: Establish, communicate, and enforce clear, written guidelines on acceptable communication channels and escalation procedures for violations.
- Use secure messaging tools: Invest in HIPAA-compliant tools featuring message encryption, device authentication, audit logging, and seamless integration with EHR systems.
QliqSOFT's Perspective: Built-in Compliance to Reduce Long-Term Cost
QliqSOFT is a leading patient communication software for healthcare. We provide a secure messaging platform specifically designed for clinical teams, ensuring that patient communication is secure and easy.
This is how QliqSOFT can reduce risks in healthcare organizations:
- HIPAA-compliant messaging: They employ end-to-end encryption, device authentication, and cloud storage to encrypt sensitive patient health information.
- Integrated workflows: Whether triaging patients or coordinating care, QliqSOFT integrates seamlessly with EHR systems, enabling HIPAA-compliant workflows without the need for additional software.
- Audit logs & reporting: All interactions are logged, allowing compliance teams to track access without issues and analyze any breaches that occur.
- Patient-facing communication: Clinicians can now securely communicate with patients through text, email, or messaging from a web application and mobile app through QliqChat.
- Automated reminders & chatbots: With automated QliqSOFT tools, everything is being monitored for compliance. These features not only protect patient information but also reduce long-term costs associated with breaches, inefficiency, and outdated infrastructure.
Final Thoughts
Non-compliance communications can harm patient care. As the new trend towards advanced technology emerges, healthcare organizations will need to accommodate and implement platforms that improve patient outcomes. Secure texting platform enhances patient care and communication, improving clinical workflows.
