Five Benefits of Using A Streamlined HIPAA-Compliant Solution for Phone Calls and Texts with Therapy Clients
More and more, therapists in private practice are choosing to have a hybrid or a fully virtual practice. And, as a result, technology, confidentiality, and compliance (and how these three components of business interact), have become more significant factors in our day-to-day work as therapists.
My own path to moving my therapy clients online began in 2014. At that time, I knew no therapists who were practicing online, and I knew even less about methods for streamlining my client communication. I began with a Google Voice number, and over the years developed a fully online practice with what I consider to be the best systems for my group practice.
Of course, when we are first starting in business, it makes sense to keep costs low, while complying with ethical and legal obligations. As our business grows and becomes more financially stable, we are then able to find more robust business solutions for our private practices. This progression was the case in my business.
In this post, I am sharing five benefits that I have received by using streamlined HIPAA-compliant phone and text solutions in my private practice, and I’ll be including information about iPlum–a mobile app used by businesses to efficiently manage calls and texts that fits into any budget.
This post has been sponsored by iPlum, and all opinions are mine.
Benefit 1: Ethical and Legal Compliance
Of course, as mental health professionals, we are required by law to safeguard clients’ protected health information (PHI). Beyond HIPAA and HITECH, we follow our professional discipline’s ethical codes, which give us guidance on more details for online practice.
Because I am a marriage and family therapist, I will be citing portions of the AAMFT’s Best Practices In The Online Practice of Couple and Family Therapy (Caldwell et al, 2017), and highlighting three guidelines of note for ethical compliance: (The guidelines document was published in 2017–pre-pandemic, and certainly the commonality of online practice has changed since.):
Software. MFTs engaging in online practice regularly evaluate the adequacy, security, and reliability of the software used. They only use software that is functional, secure, and reliable, and for which they have adequate training and experience.
Encryption. MFTs engaging in online practice use end-to-end encryption when providing services via technology. Such encryption is available for phone-based, text-based, and video-based communication.
Privacy and security. MFTs engaging in online therapy recognize their responsibility for protecting client confidentiality and the security of data transfer and storage. MFTs engaging in online practice inform clients in writing of the steps they take to guard clients’ privacy and security.
In regard to meeting the ethical and legal compliance needs of therapists, iPlum offers secure texting, HIPAA and HITECH compliant services, including use of secure channels with encryption. Additionally, clients are able to use the free iPlum app to send you secure texts, ensuring their data is protected per privacy and security regulations. Further, their services can be used for consulting with colleagues and treatment team members.
Benefit 2: Centralizing Communication
As my private practice has transitioned, I have prioritized simplicity in order to be able to focus on what has mattered most for my business’ vision and values: a) excellent client care and customer service, b) generosity with therapists and staff, and c) maintaining my own wellbeing.
Once I moved into owning a group practice, it felt necessary to have one platform where I could manage all therapist phone numbers as well as the overall business account. I did not want my therapists, for their own sanity, having to manage an individual business line. In addition, bringing all client communication under one business umbrella has allowed me to solve problems, complete updates, and manage compliance.
In regard to centralizing communication, iPlum offers a team account and central portal, a business phonebook, and a report center, where you are able to view usage patterns.
Further, centralizing our communication systems contributes to the practice’s brand identity.
Benefit 3: Maintaining A Strong Private Practice Brand
Maintaining a brand is crucial to growing your private practice. In evaluating my brand, and those of other therapists, one question I ask myself is, “How is the client (or potential client) interacting with the business brand in this process?” For example, “How is the client interacting with the brand when they make a phone call? Or, when they email a therapist?”
In order to offer a consistent brand experience to clients, as a group practice owner, I must ensure that brand elements are included in all communication. This includes utilizing, for example: a) identical therapist phone greetings, b) an email signature template, c) expectations and training regarding tone of communication with clients across staff, among other elements.
For maintaining a strong brand presence, iPlum offers:
A 1-800 or vanity number for incoming calls, which is a benefit for potential long distance clients
A phone tree for centralized, on-brand greetings
Benefit 4: Peace of Mind
I am sure that like me, you prefer your systems to work for you so that you are able to focus on your therapy clients. You do not want to be worried about whether or not your text is going to go through, or whether or not you are in ethical or legal compliance! This is the top reason therapists choose reliable systems for their private practices.
Whether I am sending a text to a client or colleague, or I’m troubleshooting a sensitive situation with a supervised therapist via phone, I rely on being able to do my work without worry.
For peace of mind, among the features already mentioned, iPlum offers dual calling reliability, which gives you the best call quality in any situation. You have the option to use your phone’s voice network for iPlum calls, or switch to internet VoIP data mode.
Benefit 5: Maintaining Essential Therapist-Client Boundaries
Therapist-to-client communication can be clear, concise, and effective. Strategic communication with clients is most needed when we therapists want to emphasize our boundaries. Some examples of essential common boundaries include:
Keeping between-session communication to a desired time-limit
Reiterating our availability, or lack thereof
Responding to texts within an agreed-upon window
I recently returned from vacation, and while I was on vacation, clients did not call or text me; this is likely because during our last session before vacation, I let them know how long I would be away, I scheduled their next session, and I communicated a plan for if they needed therapist support. However, if they had called or texted me, they would have interacted with either 1) my practice manager, 2) my out-of-office greeting, or 3) my out of office text reply; all avenues that repeat my boundary of being on vacation.
Of course, these systems are invaluable to me as a business owner. They not only ensure that I am able to stay in compliant communication with clients and staff, they ensure that I am able to step away from work when chosen.
For maintaining boundaries, my favorite features from iPlum are:
Auto text reply, with an attached signature
Out of office greetings, which help me and my therapists deliver excellent customer service
Summary
A streamlined phone solution keeps us able to do our jobs, which is what we want. Most therapists I talk to do not want to feel bogged down by their systems or administrative tasks. The benefits of using a solution, like iPlum, include a) ensuring ethical and legal compliance, b) centralizing business communication, c) maintaining a strong private practice brand, d) peace of mind, and e) enforcing essential therapist-client boundaries.