Secure messaging between care providers and patients

Purpose

1.1. Ensure HIPAA-compliant, real-time, and audit-trailed secure communication between addiction treatment care providers and patients.
1.2. Centralize message logs, automate patient outreach, enable document exchange, and reduce manual intervention in follow-ups.
1.3. Increase engagement, support, and trust through encrypted, automated conversational workflows (appointment reminders, treatment plan sharing, daily check-ins).
1.4. Minimize risk of privacy breaches, streamline provider collaboration, and provide direct, accessible support for sensitive mental health cases.

Trigger Conditions

2.1. Scheduled events (e.g., appointment reminders are due).
2.2. Patient initiates a message via portal, app, SMS, or email.
2.3. Provider uploads or requests a document or form completion.
2.4. Admission/discharge events in EHR system.
2.5. Critical event notifications (e.g., medication change, relapse alert).

Platform Variants

3.1. Twilio API
• Feature: Programmable Messaging API
• Setting: Configure secure SMS with number masking, webhook endpoint for two-way conversations, HIPAA-compliance mode.
3.2. SendGrid
• Feature: v3 Mail Send API
• Setting: Create secure, templated emails; enable TLS; route responses to central inbox.
3.3. RingCentral
• Feature: Glip Team Messaging API
• Setting: Setup private channels for patient-provider threads; auto-delete logs after X days.
3.4. Doxy.me
• Feature: Secure virtual visit invite
• Setting: Auto-send one-time room links and session reminders.
3.5. Paubox
• Feature: Encrypted Email API
• Setting: Auto-encrypt all outbound/inbound emails; audit log enabled.
3.6. Microsoft Teams
• Feature: Secure Chat Channel
• Setting: Provision guest access per patient; enable message retention settings.
3.7. TigerConnect
• Feature: Clinical Messaging API
• Setting: Real-time alerts for new provider messages; secure attachments.
3.8. SignalWire
• Feature: Messaging REST API
• Setting: Two-way SMS for daily check-ins; configure data retention policy.
3.9. Slack Enterprise Grid
• Feature: HIPAA-compliant Direct Messages
• Setting: Enforce DLP scans; offload logs to secure S3.
3.10. VSee
• Feature: In-app secure messenger
• Setting: Automated onboarding messages; scheduled care reminders.
3.11. Updox
• Feature: Secure Text API
• Setting: Auto-send consent forms, allow direct replies to provider inbox.
3.12. Spruce Health
• Feature: Unified Messaging Platform
• Setting: Assign dedicated lines; configure smart routing per provider team.
3.13. MedChat
• Feature: Automated Chatbot
• Setting: Trigger workflows for intake, FAQ, handoff to live care.
3.14. Klara
• Feature: Secure Patient Conversations
• Setting: Instant translation enabled; workflows for treatment outreach.
3.15. Luma Health
• Feature: Patient Messaging API
• Setting: API trigger from EHR; two-way consent flow setup.
3.16. Zoom for Healthcare
• Feature: Encrypted Chat
• Setting: Pre-appointment reminders and one-click join links.
3.17. Salesforce Health Cloud
• Feature: Health Console Messaging
• Setting: Automated ticket/case updates via secure chat.
3.18. Zendesk
• Feature: Secure Ticket Messaging
• Setting: Encrypted custom fields for sensitive info; trigger patient updates.
3.19. Pulsara
• Feature: Team Messaging for Care Coordination
• Setting: Auto-alert complete care team per protocol triggers.
3.20. OhMD
• Feature: Two-way Encrypted Messaging
• Setting: Patient-initiated outreach auto-routes to care team inbox.
3.21. NextGen Healthcare
• Feature: Secure Communication Module
• Setting: Appointment reminders, lab results push, document e-sign requests.

Benefits

4.1. Reduces time-consuming phone/email coordination.
4.2. Enhances patient engagement and response rates.
4.3. Improves privacy protection and regulatory compliance.
4.4. Streamlines staff workload and care continuity.
4.5. Centralizes communication records for accountability and reporting.