AHN Texting and HIPPA

 

Access to Healthcare Network (AHN)

Texting Policy

Access to Healthcare Network (AHN) utilizes SMS texting as a method of communication between AHN staff and clients when appropriate.

AHN operates within an Opt-In texting environment for its manual and auto text messaging services. All persons wanting to participate in the AHN Texting must first speak with an AHN staff and then physically or digitally sign the Access to Healthcare Network SMS Text Message Consent form; this is then saved on the client’s record within the AHN Salesforce CRM. Once this process is complete an AHN staff will, within the AHN Salesforce CMR, indicate on a client’s record that all texting consent forms are complete and that they have Opted-In to receive AHN manual and/or auto text messages.

At any time, clients participating in AHN Texting can unsubscribe from text messages:

  • By replying STOP to any AHN originated text message.
  • By speaking with their assigned AHN Care Coordinator, Case Manager, Non-Medical Case Manager, or calling the AHN Main Phone line at 1-877-385-2345.

Access to Healthcare Network (AHN) utilizes manual and automated texting as part of its services delivery. This can include but is not limited to texting subjects such as:

  • Medical appointment reminders
  • Social services appointment reminders
  • Medication reminders
  • Healthcare procedure and service information
  • Healthcare cost and billing information
  • Tips and information on healthy behaviors
  • Information to help manage illnesses
  • AHN billing information

All outgoing SMS texts from AHN will be sent from AHN-issued devices and integrated with the Salesforce CRM platform. AHN will only use vendor-provided Short Message Service (SMS) or Multimedia Messaging Service (MMS). This refers to the “normal” Text Messaging service provided by the standard enterprise or consumer telecommunications service providers.

Any staff member using a mobile device for Texting will comply with their own professional and ethical standards, as well as the professional and ethical standards as outlined in the Access to Healthcare Network Employee Manual.

Any device used for communicating by AHN staff with members, patients, residents, clients, family members or other AHN staff members will be password protected.

Due to delays which may occur during the transmission of text messages, AHN Text Messaging will not be solely relied upon for urgent communications.

It is the responsibility of AHN Staff to communicate the common risks of Texting to AHN clients. These risks include, but are not limited to:

  • Text messages can include Personal Information, which will be at risk if their Device is compromised.
  • There is no guarantee that AHN will receive or be able to respond to Text Messages in a timely manner; therefore, texting should not be used in urgent or emergent situations.
  • Text messages may be stored in backup servers by telecommunications service providers, even if manually deleted from the device itself.

If deemed necessary that Personal Health Information or other confidential information be communicated through text messaging, only the minimum amount of information necessary to support the purpose will be included. If photos need to be sent via texting they should not include any identifiable information (e.g. faces, names, DOB).

  • Privacy Policy: At no time will AHN text users’ personal information be shared or sold to third part parties for the purposes of non-AHN marketing.
    • More specifically: No mobile information will be shared with third parties/affiliates for marketing/promotional purposes. All the above categories exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties.
  • Terms and Conditions
    • Text message frequency varies per AHN text user.
      • Did AHN text user agree to automated texts?
      • Is AHN text users manually testing with their Care Coordinator, Case Manager, Eligibility Specialist, Non-Medical Case Manager?
    • Message and data rates may apply.
    • AHN does not control or influence a person’s mobile carrier charges for SMS Texting, receiving, and sending.
    • Mobile Phone Carriers are not liable for delayed or undeliverable messages.
    • AHN Members can at any time text “STOP” to unsubscribe, and text “HELP” or call 775-284-8989 to speak with an AHN employee and receive assistance with AHN text messaging.

AHN Text Message Consent forms (click to view or download):

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