Telehealth has transformed the way healthcare providers connect with and support patients, improving accessibility and offering more convenience than ever before. Video conferencing has become a cornerstone of this type of virtual care, facilitating all types of appointments, from routine check-ups to specialist consultations.
But as telehealth adoption grows, so do concerns about privacy and security.
As a healthcare provider, patients entrust you with their most sensitive information. Which is why ensuring your telehealth platforms and video conferencing solutions are both private and secure is not just best practice – but a legal and ethical obligation.
We’ve compiled a comprehensive guide to telehealth video conferencing privacy and security, covering key risks, regulations and best practices for safeguarding your services – so you can provide patient care with greater knowledge, awareness and confidence.
Why Privacy and Security Matter in Telehealth
Of course, if you’re like the majority of healthcare providers, you already understand why privacy and security are essential in telehealth. But let’s take a moment to cover all bases. It essentially comes down to three key areas: risk, regulations and responsibilities.
Common Risks and Examples
While telehealth and video conferencing solutions have undeniable benefits, they can also introduce privacy and security risks when not managed properly. Patient data, including medical histories, prescriptions, and mental health records, is highly sensitive – making it a prime target for cybercriminals.
A few recent, real-world examples highlight just how vulnerable telehealth services can be when privacy and security measures fall short.
Just this year, a leading IVF provider in Australia experienced a significant cyberattack, compromising highly sensitive personal and health information of an unknown number of patients. Similarly, last year, an Australian healthcare provider offering telehealth services experienced a data breach, exposing personal information of patients who engaged their platform.
If you’re wondering how telehealth services can be vulnerable to privacy and security breaches, there are a number of ways these risks can come about. Consider:
- Unsecure video conference platforms – using non-compliant or poorly-secured VC.
- Weak authentication processes – insufficient identity verification methods, weak passwords or lack of multi-factor authentication (MFA).
- Data transmission intercepts – without proper encryption or network security, sensitive data can be intercepted during transmission.
- Lack of employee training – when healthcare staff aren’t aware of security best practices, they can be vulnerable to phishing attacks, social engineering or simply mishandle patient data.
- Inadequate data storage protection – storing patient records on unsecured devices or in poorly protected cloud services (or emailing patient data without using secure methods).
Understanding these risks is a useful first step in securing your telehealth services. Next, let’s touch on the relationship between privacy and cyber security.
You can’t have Privacy without Cyber security
Privacy and cyber security focus on different aspects of security, but they work hand-in-hand to protect sensitive health data.
Privacy: is about ensuring personal and health information is collected, used and shared in a way that respects individuals’ rights and consent. This can involve organisational policies and processes that safeguard the confidentiality of patient data.
Cyber security: on the other hand, is the technical side. It refers to measures and technology used to prevent cyber incidents.
Together, they create a comprehensive framework to keep telehealth services secure and trustworthy.
Key Regulations, Standards and Legal Requirements in Australia
You may be familiar with key Australian regulations like the Privacy Act 1988 and the Health Services Act 1991, which set the framework for handling patient data and other sensitive information. These regulations define the legal requirements for protecting sensitive health information in telehealth and other services, focusing on:
- patient consent for data collection and use
- data security and storage requirements
- rights of individuals to access, correct and control their health information.
To facilitate adhesion to these legal requirements, cyber security standards can be put in place to help safeguard telehealth services from cyber threats, such as:
- The Essential Eight Framework – from the Australian Cyber Security Centre (ACSC), which provides actionable cyber security measures, such as patching software vulnerabilities, enforcing multi-factor authentication, and restricting user privileges.
Taking steps to support compliance with regulations, and other legal obligations is essential for healthcare organisations to maintain patient trust and ensure the safety and security of telehealth services.
How to Implement Secure Telehealth Video Conferencing Solutions
Now that we’ve covered risks and regulations, let’s focus on how to implement secure video conferencing solutions for telehealth. Let’s explore key features to look for when choosing a platform, as well as practical tips for securing telehealth appointments.
Video Conferencing Features to Look For
While organisations in other industries might get away with using standard video conferencing tools, healthcare providers need more advanced software. Security is non-negotiable. Here’s what to look for to find a video conferencing platform that meets the needs of your practice.
User-Friendliness
The most beneficial platforms are those that are easy for both healthcare providers and patients to use. It should require minimal set up, across different devices and browsers, allowing individuals to connect easily (and securely) without unnecessary hurdles.
It can also be useful to choose a platform that integrates with your booking calendars and practice management software.
Training Considerations and Updates
Consider the frequency of software updates and the potential impact of this on telehealth services. Provide staff training to support them in using the platform.
End-to-End Encryption
Encrypting communication can ensure only authorised parties have access to sensitive information.
Multi-Factor Authentication (MFA)
Just as it’s best practice to use MFA on other platforms, this adds an extra layer of security for video conferencing solutions, beyond a single password.
Secure Data Storage
Your chosen platform should comply with privacy regulations, ensuring sensitive data is only accessible to authorised personnel, and only retained for as long as necessary.
Note: While telehealth video conferences are generally not recorded, some providers record with explicit consent. If consultations are recorded, files and patient data must be encrypted and stored securely.
Role-Based Access Control
Control who can access certain features or information and limit exposure to only those who need it.
Audit Logs
Logs are a useful way to enable you to track who accesses the system and when, providing transparency and accountability in case of a security incident.
Consent Management
It may be useful to obtain a platform with features that enable patients to provide consent before a consultation and know their privacy rights will be respected.
Reliability
Clear communication is essential during consultations. Choose a platform that provides high-quality, uninterrupted connection, to ensure they run smoothly from start to finish.
Responsive Technical Support
Determine if a VC provider offers technical support to quickly address and resolve issues.
This may seem like a lot to consider, but all these factors can make a big difference in protecting your patients and practice!
It may be helpful to gain support from an external provider. In our experience, for instance, we have supported healthcare organisations to find video conferencing solutions in Cairns and beyond, with strong security, ease of use and integration features.
Now, let’s cover some practical tips for securing your telehealth appointments.
Tips to Secure Telehealth Appointments
Securing virtual appointments involves a number of considerations – not just during appointments, but before and afterwards too. Let’s evaluate this process holistically.
Pre-appointment security measures: Confirm patient’s identity at the start of sessions (to ensure no one is accessing their information unlawfully). Use secure, encrypted systems to schedule and confirm appointments – like encrypted email or patient portals.
Implement MFA (for both providers and patients) to add an extra layer of security.
During appointments: Use secure networks, and encourage patients do to the same (i.e. no public wi-fi). Only record consultations if absolutely necessary, with explicit patient consent, and ensuring secure storage and encryption.
Also, be sure to minimise background noise, interruptions and unwanted viewers. Consultations should be performed in privacy.
Post-appointment: Clear patient data from shared devices. Store associated data securely, in accordance with data protection regulations (with measures in place so it is only accessible for authorised personnel).
Telehealth can be transformative for your organisation’s ability to facilitate better patient care and achieve positive healthcare outcomes. But do not underestimate the digital threat landscape or fail to prioritise cyber security measures.
By choosing secure video conferencing solutions, staying informed on regulations, and implementing best practices during each appointment – you’re making the right decisions to secure your practice’s future.
When it comes to telehealth, security isn’t optional – it’s essential.
Whether you’re based in Cairns or elsewhere, choosing the right video conferencing platform is crucial for supporting the security, reliability and efficiency of your telehealth consultations. Find out more about video conferencing solutions and get in touch with our experts.