Achieving compliance across 3 types of comms for chronic care centers

When it comes to healthcare, communication is not a one-size-fits-all endeavor.

Particularly in chronic care center providers, where patients’ long-term well-being and peace of mind are at stake, effective communication takes on a multi-faceted role.

When dealing with lifelong conditions, care providers build significant relationships with patients that potentially span decades. The foundation to these relationships is communication.

Across care providers, you’ll typically communicate with patients across a myriad of channels, including face-to-face, email, mail, portals, SMS, WhatsApp, phone calls, mobile apps, push notifications, digital voice assistants, chatbots and more.

But for every stage of a patient’s journey with you, they’ll encounter multiple different departments that communicate in different ways. Thus, there’s potential for error and miscommunication, that can damage the patient-provider relationship.

However, there’s also potential for improving the patient experience through more personalized and contextual messages that use technology to bridge the gaps of missing data or information.

In this blog post, we explore the three distinct types of communication in chronic care settings and how achieving compliance in each is paramount to delivering high-quality care.

• Clinical communication
• Care coordination and admin
• Marketing communication
• Navigating consent across the 3 areas
• Striking the balance

1. Clinical communication

Messages directly related to the recipient’s health journey (e.g., risk, diagnosis, treatment, survivorship, recurrence, and end of life).

Clinical communication is the heartbeat of healthcare, where the exchange of vital information can make all the difference. It encompasses discussions about diagnoses, treatment plans, test results, and prognosis. Ensuring compliance in clinical communication is not just about meeting legal requirements but also about preserving patients’ trust and well-being.

The compliance imperative

• HIPAA compliance: Compliance with the Health Insurance Portability and Accountability Act (HIPAA) is non-negotiable when it comes to clinical communication. Protected Health Information (PHI) must be safeguarded, and only authorized individuals should have access to this sensitive data.
• Informed consent: Patient consent is the cornerstone of clinical communication. Patients must fully understand their diagnosis, treatment options, and potential risks before proceeding. Proper documentation of informed consent is crucial.
• Secure communication channels: Utilize secure channels for transmitting clinical information. Encrypted emails, secure messaging platforms, and protected electronic health records (EHRs) are essential tools.

2. Care coordination and administration

Messages guiding the recipient through operational processes and services.

Care coordination and administration involve the logistical aspects of healthcare, from appointment scheduling to insurance processing. These communications are essential for ensuring patients receive the right care at the right time.

The compliance imperative

• Accuracy in billing and insurance: Errors in billing and insurance claims can lead to legal troubles and patient dissatisfaction. Compliance in this realm involves accurate record-keeping and adherence to insurance regulations.
• Transparent policies: Clearly communicate your center’s policies regarding appointment scheduling, cancellation, and billing. Patients should have a clear understanding of their responsibilities and rights.
• Patient education: Equip patients with the information they need to navigate the healthcare system effectively. This includes providing information on available services, referral processes, and insurance coverage.

3. Marketing communication

Messages influencing the recipient with respect to their relationship.

Marketing in chronic care centers is about fostering a positive and trustworthy relationship between the center and the patient. While the primary goal is to inform and engage, compliance is essential to maintain ethical standards.

The compliance imperative

• Transparency and honesty: Marketing messages should accurately reflect the services and care provided. Avoid misleading or false advertising. Transparency builds trust.
• Patient privacy: Ensure that marketing materials do not breach patient privacy. Any testimonials or case studies should be obtained with patient consent and in accordance with regulations.
• Consent for marketing communication: Obtain explicit consent from patients if you plan to use their information or stories in marketing materials. Respect their right to privacy, as well as what they actually want to receive from you through granular preference controls.

Navigating consent across the 3 areas

To create more meaningful experiences with patients, providers must consider ways that these three areas of communication can cross-collaborate.

Across clinical admin, care delivery, and marketing teams, there will be multiple systems that don’t speak to each other, particularly when recording user consent and preferences.

Whilst you might collect informed consent on the EHR for treatment, that system has no idea whether the same individual has provided consent to receive marketing collateral on the marketing automation platform and vice-versa.

These data gaps can cause limitations for outward communications and disparities in auditable consent records.

In contrast, when these three communication streams are aligned, the communications can become more relevant and personalized to the end user, improving their experiences.

An advanced consent management platform can centralize consent and preferences across your entire technology ecosystem, so that every system is updated in real-time. This ensures both total compliance in line with global legislation that requires auditable consent trails, as well as enforcement of communication preferences at every touchpoint.

Striking the balance

Achieving compliance across these three types of communication is a delicate balancing act. While regulations and legal requirements set the baseline, the ethical imperative of patient-centered care demands more. It necessitates open, honest, and empathetic communication that places the patient’s well-being at the forefront.

Chronic care centers that excel in compliance across clinical, care coordination, and marketing communication not only fulfill their legal obligations but also nurture lasting relationships with their patients.

In this intricate process of interwoven communication, compliance is not just a box to check—it’s the bedrock of trust and quality care.

As you navigate the complex landscape of chronic care communication, remember that achieving compliance is not a static goal but an ongoing commitment to excellence in patient care.