Policy and Procedure
Text Messaging Policy & Procedures
1. Purpose
To ensure compliance with HIPAA when using text messaging to communicate with patients.
2. Scope
Applies to all pharmacy staff involved in patient communication via SMS/text.
3. Policy
- All text messages containing PHI must be sent only to patients who have given prior written consent.
- Text messaging must not include sensitive data (e.g., full name + diagnosis + medication).
- No PHI will be stored on mobile devices.
- The phone system (e.g., Spectrum’s platform) must use secure methods if PHI is transmitted.
-Mobile opt in, SMS consent, and phone numbers collected for SMS communication purposes will not be shared with any third party or affiliates for marketing purposes.
4. Procedures
- Patients will sign a Text Messaging Consent Form.
- Messages will be limited to:
- Refill reminders
- Pickup notifications
- Pharmacy hours
- Messages will not include:
- Specific medication names
- Diagnoses
- Insurance details
- Messages will be logged in the patient record when relevant.
- Staff must complete annual HIPAA training.
5. SMS Terms & Conditions
SMS Consent Communication:
The information (Phone Numbers) obtained as part of the SMS consent process will not be shared with third parties for marketing purposes.
Types of SMS Communications:
If you have consented to receive text messages from Lisa Pharmacy, you may receive messages related to the following:
- Notifications
- Reminders about medication
- Follow-up After Call
Example: "Hi [Patient’s Name], your prescription for [Medication Name] is due for a refill at LARSA pharmacy. Reply YES to refill or call us at (813)683-5160. Reply STOP to opt out.
Message Frequency:
Message frequency may vary depending on the type of communication. For example, you may receive up to 5 SMS messages per month related to medication reminders of medication follow-up after a call, and notifications.
Example: "Message frequency may vary. You may receive up to 5 SMS messages per month regarding medication reminders of medication follow-up after a call, and notifications.
Potential Fees for SMS Messaging:
Please note that standard message and data rates may apply, depending on your carrier’s pricing plan. These fees may vary if the message is sent domestically or internationally.
Opt-In Method:
You may opt in to receive SMS messages from Larsa Pharmacy in the following ways (This is an example.
- Verbally, during a conversation
You need to include a contact form where you collect phone numbers, due to the use case you selected on TCR "Customer Care "
1. The checkbox must not be pre-checked.
2. Make the checkbox optional, allowing users to provide their phone numbers without agreeing to receive SMS if they choose not to.
"By checking this box, you agree to receive SMS messages from LARSA PHARMACY related to Customer Care. You may reply STOP to opt out at any time. Reply to HELP to (phone number) for assistance. Messages and data rates may apply. Message frequency will vary."
Learn more on our privacy policy page and Term & Conditions
Below is a screenshot of what the opt-in language should look like for conversational use cases
Opt-Out Method:
You can opt out of receiving SMS messages at any time. To do so, simply reply "STOP" to any SMS message you receive. Alternatively, you can contact us directly to request removal from our messaging list.
Help:
If you are experiencing any issues, you can reply with the keyword HELP. Or, you can get help directly from us at 8136835160
- Additional Options:
- If you do not wish to receive SMS messages, you can choose not to check the SMS consent box on our forms.
Standard Messaging Disclosures:
- Message and data rates may apply.
- You can opt out at any time by texting "STOP."
- For assistance, text "HELP" or visit our [Privacy Policy] and [Terms and Conditions] pages.
- Message frequency may vary
6. Data Security
- Devices used must be password protected.
- Only authorized staff have access.
- Any breach will be reported per HIPAA regulations.
7.Retention and Auditing
- Text message logs will be retained securely for 6 years.
- Regular audits will be conducted to ensure compliance.
7. Enforcement
Violations may result in disciplinary actions and potential legal penalties.
Effective Date
04/01/2025
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