This year’s HIMSS conference was packed with insightful discussions, and a few themes stood out in our conversations about patient engagement. As healthcare organizations strive to enhance communication with their patients, they’re encountering two major roadblocks: compliance concerns and uncertainty about litigation risks.

Compliance Concerns: A Persistent Challenge

One of the most prevalent concerns at HIMSS was staying compliant with regulations like the Telephone Consumer Protection Act (TCPA) while ensuring effective patient communication. Many organizations struggle to navigate the complexities of these laws, fearing potential lawsuits or penalties. This fear often leads to overly cautious outreach strategies, which ultimately hinder patient engagement and care continuity.

Litigation Uncertainty: A Roadblock to Effective Outreach

Beyond compliance, a noticeable lack of confidence in litigation outcomes was another key discussion point. Many healthcare organizations are concerned about the legal landscape surrounding patient communications, unsure of how courts might interpret TCPA regulations or reassigned number liabilities. This uncertainty has made some providers hesitant to embrace proactive patient outreach strategies, further complicating their engagement efforts.

Compliance Services

At HIMSS, many healthcare leaders realized that they don’t have to navigate these concerns alone. PacificEast offers compliance services to help them implement best practices that reduce litigation risk. With tools like reassigned number identification and consent verification, and understanding and utilizing these resources, organizations can shift from a mindset of fear to one of proactive, effective patient engagement. 

A Shift in Perspective: Patients Can Be Reached by Phone

A significant realization emerged at HIMSS—healthcare providers and payers are recognizing that they can actually reach their patients over the phone. Many organizations have operated under the assumption that patients simply don’t answer calls anymore, leading them to rely more heavily on digital communication. However, discussions at the conference highlighted a shift in perspective: when patients know who is calling, they are much more likely to pick up.

Branded calling technologies are making it possible for healthcare organizations to reconnect with their patient base through a channel that was once thought to be ineffective. This realization is opening up new opportunities for improving patient engagement, from appointment reminders to critical health updates, in a way that is both compliant and effective.

Looking Ahead: A New Era of Patient Communication

As we reflect on HIMSS, it’s clear that healthcare organizations are eager for solutions that balance compliance with effective patient engagement. The realization that phone communication is still a viable and valuable tool is an exciting shift in the industry. Moving forward, healthcare providers that embrace this new understanding will be better positioned to reach their patients, improve health outcomes, and navigate compliance with confidence.

Discover the three-step solution PacificEast offers:

1. Make sure you have the right data.
2. Guarantee that you are compliant.
3. Make sure the patient or member knows your organization is calling them.

The conversation around patient engagement is evolving, and we’re excited to see how healthcare organizations continue to adapt. If your organization is exploring ways to improve patient outreach while mitigating risks, let’s continue the conversation!