HIPAA Patient PHI Update

Use Case:

• Patient needs update appointment, but we need to gather PHI

Response: 

• If you are communicating in Kustomer, gather the necessary information over the phone. 

  • “In compliance with HIPAA guidelines, we need to give you a call directly to collect this information”

• If you are communicating over Spruce, ensure that you are messaging through the secure communication

Action: 

• Do not ask the patient to send any PHI over email, text, or Kustomer chat

• Only call the patient from your Aircall number, do not call from a personal phone number.