Telehealth Security: Protecting Your Clients' Data and Privacy

Vol. 1, No. 18 | July 16, 2024 | By Dave Larsen, Väsentlig Consulting LLC

As a home-based solo mental health practitioner using telehealth as your primary method of interacting with clients, ensuring the security and privacy of your clients' data is of utmost importance (Lustgarten et al., 2020).

With the rapid adoption of telehealth services due to the COVID-19 pandemic, there has been an increased focus on the potential security risks and vulnerabilities associated with virtual care delivery (Whaibeh et al., 2020).

In this post, we'll explore the key strategies and best practices for protecting your clients' data and privacy in a telehealth setting, drawing on research and professional guidelines in the field.

The Importance of Telehealth Security

Telehealth security refers to the measures and practices used to protect the confidentiality, integrity, and availability of sensitive client information in a virtual care setting (Mehrotra et al., 2017). This includes safeguarding against unauthorized access, use, disclosure, disruption, modification, or destruction of data (Lustgarten et al., 2020).

The importance of telehealth security cannot be overstated, as a breach or violation of client privacy can have serious consequences, including:

Legal and Ethical Violations: Mental health practitioners are bound by legal and ethical standards, such as the Health Insurance Portability and Accountability Act (HIPAA) in the United States, which require the protection of client privacy and confidentiality (Lustgarten et al., 2020). Violations of these standards can result in legal penalties, fines, and disciplinary action by licensing boards (Mehrotra et al., 2017).
Reputational Damage: A breach of client privacy can severely damage a practitioner's reputation and erode trust in the therapeutic relationship (Whaibeh et al., 2020). Clients may feel betrayed or exposed, leading to a breakdown in the therapeutic alliance and potential discontinuation of treatment (Lustgarten et al., 2020).
Financial Losses: In addition to legal penalties and fines, a security breach can result in significant financial losses for practitioners, such as the cost of notifying affected clients, providing credit monitoring services, and implementing remedial measures (Mehrotra et al., 2017).
Compromised Client Safety: In some cases, a breach of client privacy can compromise client safety, particularly if sensitive information falls into the hands of abusers, stalkers, or other malicious actors (Lustgarten et al., 2020).

Given the high stakes involved, it is essential that telehealth practitioners prioritize security and take proactive steps to protect their clients' data and privacy (Whaibeh et al., 2020).

Key Strategies for Telehealth Security

To ensure the security and privacy of client data in a telehealth setting, practitioners can employ several key strategies, including:

Secure Communication Platforms: One of the most important steps in ensuring telehealth security is using a secure, HIPAA-compliant communication platform for all virtual sessions and interactions with clients (Lustgarten et al., 2020). This means using a platform that offers end-to-end encryption, secure video and audio transmission, and robust access controls (Mehrotra et al., 2017). Popular HIPAA-compliant platforms include Doxy.me, Zoom for Healthcare, and VSee (Whaibeh et al., 2020).
Strong Authentication Measures: To prevent unauthorized access to client data, practitioners should implement strong authentication measures, such as complex passwords, two-factor authentication (2FA), and biometric authentication (e.g., fingerprint or facial recognition) (Lustgarten et al., 2020). This helps ensure that only authorized individuals can access sensitive client information (Mehrotra et al., 2017).
Regular Software Updates and Patches: Telehealth practitioners should ensure that all software and applications used for virtual care delivery are kept up-to-date with the latest security patches and updates (Whaibeh et al., 2020). This helps address any known vulnerabilities or weaknesses that could be exploited by malicious actors (Lustgarten et al., 2020).
Encrypted Data Storage: In addition to secure communication, practitioners should also ensure that any client data stored electronically is encrypted at rest (Mehrotra et al., 2017). This means using secure, HIPAA-compliant cloud storage services or encrypting data stored locally on devices (Lustgarten et al., 2020).
Access Controls and Permissions: Practitioners should implement strict access controls and permissions to ensure that only authorized individuals can access client data (Whaibeh et al., 2020). This may involve using role-based access controls, wherein different team members have different levels of access based on their job responsibilities (Mehrotra et al., 2017).
Physical Security Measures: Even in a virtual care setting, physical security measures are important for protecting client data (Lustgarten et al., 2020). Practitioners should ensure that any devices used for telehealth (e.g., computers, tablets, smartphones) are password-protected and stored securely when not in use (Whaibeh et al., 2020). They should also be mindful of their physical surroundings during virtual sessions to prevent unauthorized individuals from overhearing or viewing sensitive client information (Mehrotra et al., 2017).

By implementing these strategies, telehealth practitioners can significantly reduce the risk of security breaches and protect their clients' data and privacy (Lustgarten et al., 2020).

Addressing Common Telehealth Security Risks

While the strategies outlined above can help mitigate many security risks associated with telehealth, practitioners should also be aware of and address some common vulnerabilities, including:

Unsecured Wi-Fi Networks: Conducting telehealth sessions over unsecured or public Wi-Fi networks can leave client data vulnerable to interception by malicious actors (Whaibeh et al., 2020). Practitioners should always use a secure, password-protected Wi-Fi network or a virtual private network (VPN) when conducting virtual sessions (Lustgarten et al., 2020).
Phishing and Social Engineering Attacks: Telehealth practitioners may be targeted by phishing emails or social engineering attacks designed to trick them into revealing sensitive information or installing malware on their devices (Mehrotra et al., 2017). Practitioners should be vigilant about suspicious emails or messages and avoid clicking on links or downloading attachments from unknown sources (Whaibeh et al., 2020).
Insider Threats: In some cases, security breaches may be caused by insider threats, such as employees or contractors who intentionally or unintentionally mishandle client data (Lustgarten et al., 2020). Practitioners should implement strict access controls and provide regular security training to all team members to minimize the risk of insider threats (Mehrotra et al., 2017).
Ransomware and Malware: Telehealth practitioners may also be vulnerable to ransomware attacks, wherein malicious actors encrypt client data and demand payment in exchange for the decryption key (Whaibeh et al., 2020). To prevent ransomware and other malware attacks, practitioners should use reputable antivirus software, regularly back up their data, and avoid downloading files from unknown sources (Lustgarten et al., 2020).

By being aware of and addressing these common security risks, telehealth practitioners can further enhance the security and privacy of their clients' data (Mehrotra et al., 2017).

Best Practices for Telehealth Security

In addition to the strategies and considerations outlined above, there are several best practices that telehealth practitioners can follow to ensure the highest level of security and privacy for their clients' data, including:

Develop and Implement a Comprehensive Security Policy: Practitioners should develop and implement a comprehensive security policy that outlines the specific measures and protocols in place to protect client data (Lustgarten et al., 2020). This policy should be regularly reviewed and updated to reflect changes in technology, regulations, and best practices (Whaibeh et al., 2020).
Provide Regular Security Training and Education: All team members involved in telehealth service delivery should receive regular security training and education to ensure that they understand and adhere to the practice's security policies and procedures (Mehrotra et al., 2017). This training should cover topics such as password management, phishing prevention, and secure data handling (Lustgarten et al., 2020).
Conduct Regular Security Audits and Risk Assessments: Practitioners should conduct regular security audits and risk assessments to identify potential vulnerabilities or weaknesses in their telehealth systems and processes (Whaibeh et al., 2020). This may involve engaging external security experts to provide an objective evaluation and recommendations for improvement (Mehrotra et al., 2017).
Have an Incident Response Plan in Place: In the event of a security breach or incident, practitioners should have a clear incident response plan in place to minimize damage and ensure a prompt and effective response (Lustgarten et al., 2020). This plan should outline the specific steps to be taken, including containment, investigation, notification, and remediation (Whaibeh et al., 2020).
Obtain Informed Consent and Educate Clients: Practitioners should obtain informed consent from clients regarding the use of telehealth services and the associated security and privacy risks (Mehrotra et al., 2017). They should also educate clients on best practices for maintaining the security and privacy of their own data, such as using secure Wi-Fi networks and password-protecting their devices (Lustgarten et al., 2020).

By following these best practices, telehealth practitioners can demonstrate their commitment to ensuring the highest level of security and privacy for their clients' data (Whaibeh et al., 2020).

Conclusion

Ensuring the security and privacy of client data is a critical responsibility for telehealth practitioners. By implementing key strategies such as using secure communication platforms, strong authentication measures, regular software updates, encrypted data storage, access controls, and physical security measures, practitioners can significantly reduce the risk of security breaches and protect their clients' sensitive information.

However, security is an ongoing process that requires continuous vigilance, education, and improvement. By staying up-to-date with the latest security best practices, providing regular training and education to team members, conducting security audits and risk assessments, having an incident response plan in place, and educating clients on their own role in maintaining security, telehealth practitioners can create a robust and secure environment for virtual care delivery.

As the use of telehealth continues to grow and evolve, it is essential that practitioners prioritize security as a fundamental aspect of their practice. By doing so, they can not only meet their legal and ethical obligations but also build trust and confidence with their clients, ultimately leading to better therapeutic outcomes and a stronger, more resilient practice. If you need help, please give Vasentlig Consulting a call.

References

Lustgarten, S. D., Garrison, Y. L., Sinnard, M. T., & Flynn, A. W. (2020). Digital privacy in mental healthcare: current issues and recommendations for technology use. Current Opinion in Psychology, 36, 25-31. https://doi.org/10.1016/j.copsyc.2020.03.012

Mehrotra, A., Huskamp, H. A., Souza, J., Uscher-Pines, L., Rose, S., Landon, B. E., Jena, A. B., & Busch, A. B. (2017). Rapid growth in mental health telemedicine use among rural Medicare beneficiaries, wide variation across states. Health Affairs, 36(5), 909-917. https://doi.org/10.1377/hlthaff.2016.1461

Whaibeh, E., Mahmoud, H., & Naal, H. (2020). Telemental health in the context of a pandemic: the COVID-19 experience. Current Treatment Options in Psychiatry, 7(2), 198-202. https://doi.org/10.1007/s40501-020-00210-2