Empowering Patients through Telehealth Education

In an era where healthcare is increasingly intertwined with technology, patient education becomes a cornerstone for fostering self-advocacy. The U.S. Department of Health and Human Services’ (HHS) Office for Civil Rights (OCR) recognizes the pivotal role patients play in their healthcare journey. In their recent resource on telehealth, the OCR offers guidance to healthcare professionals on how to have these educational conversations.

 

Communication Foundations:

1. What is telehealth?

Many patients have been around since long before the internet and may therefore struggle to both understand and feel comfortable with telehealth. The OCR recommends healthcare providers take proactive steps to educate patients on the nature of telehealth and the various remote communication technologies that will be utilized. This includes clarifying that telehealth, also known as telemedicine, enables the delivery of healthcare without an in-person visit. Providers should offer examples of telehealth services, such as appointments via telephone, video conferencing apps, or messaging technologies. Moreover, providers may use remote patient monitoring technologies for tracking vital signs and ensuring patient safety from a remote location.

 

2. Why are privacy and security important?

The OCR recommends healthcare providers emphasize the importance of health information privacy and security to patients. Providers should inform patients about the protective measures incorporated into the remote communication technologies used during telehealth sessions. This information is crucial for preventing breaches of patients’ protected health information (PHI), including medical records, appointment discussions, and shared documents or images. Without adequate privacy and security safeguards, as mandated by the HIPAA Rules, the risk of unauthorized access and subsequent harm to patients, such as identity theft, embarrassment, bias, discrimination, and financial or reputational issues, significantly increases.

 

3. What are the Risks of Telehealth?

The OCR advises healthcare providers to educate patients about potential risks to their protected health information (PHI) when using remote communication technologies for telehealth. Providers should explain that using video conferencing apps and similar technologies can expose health information to risks like viruses and malware. Patients are encouraged to be aware of anti-malware solutions for protection.

 

Furthermore, healthcare providers should highlight the risk of unauthorized access by cyber-criminals exploiting unpatched software. It’s crucial for patients to understand the importance of prompt software updates to enhance security. Providers should also emphasize precautions to avoid accidental disclosures of sensitive health information. Patients can take measures such as positioning devices for privacy or using headsets during telehealth appointments. If available, utilizing live chat functions instead of device speakers and microphones can also contribute to safeguarding health information.

 

4. How will patient & provider communicate virtually?

To enhance patient protection, healthcare providers are recommended to ensure patients are informed about the nature and timing of communications. Providing details such as specific email addresses or phone numbers for contact on designated dates helps patients avoid potential phishing emails or scams. Encouraging patients to ask questions about remote communication technologies fosters understanding and awareness. Additionally, healthcare providers can refer patients to resources like HRSA’s Telehealth Privacy Tips for Patients in PDF format, offering comprehensive guidance on maintaining privacy during telehealth interactions.

 

5. How does a patient file a complaint?

In an era where data privacy is paramount, patients must know their rights. The resource reminds providers to highlight the OCR complaint portal, empowering them to file complaints online if they believe their health privacy rights have been violated.

 

A Future of Informed Telehealth Engagement

As we delve into the OCR’s new resource, a vision emerges – a future where patients are not just recipients of healthcare services but active participants and advocates. The resource serves as a roadmap, guiding patients through the intricate terrain of telehealth while emphasizing the transformative power of education for self-advocacy. By breaking accessibility barriers, telehealth fosters equitable, personalized care and improves patient-provider collaboration in digital health.