Texting is quick, convenient, and how most of us communicate today. But in assisted living, one innocent message can become a serious HIPAA violation if you’re not careful. Whether you’re updating a family about a medication, coordinating a resident’s pickup, or even texting among staff—HIPAA rules still apply.
So… can you text residents or their families? The answer is: yes—but only if you’re doing it the right way.
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What Is HIPAA, Really? (Quick Refresher)
HIPAA (Health Insurance Portability and Accountability Act) is a federal law that protects Protected Health Information (PHI). In the context of assisted living, PHI can include:
• Resident names
• Diagnoses or behavioral notes
• Medications and treatment plans
• Room numbers tied to specific conditions
• Anything that identifies a resident + their health
If a text message includes any of the above, it must be sent via HIPAA-compliant channels—or you’re exposing your facility to fines, lawsuits, or licensing issues.
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Why SMS Is Risky for Assisted Living Facilities
Standard SMS (texting via your phone’s default app) is not HIPAA compliant for several reasons:
• No encryption: Messages can be intercepted
• No user authentication: Phones can be lost or accessed by others
• No audit trail: There’s no way to track who sent or saw the message
• Personal devices: Staff using their own phones increases liability
Real-World Examples of HIPAA Violations via Text
• “Hi Mrs. Lee, just letting you know your mom refused her meds again this morning.”
→ That’s PHI over an unsecured channel = violation.
• “Hey Sarah, you’ll be helping with Mr. Garcia in room 203 today. He has dementia and can be aggressive.”
→ Sharing PHI + identifiable info = violation.
Even something like “we’re sending residents with diabetes for foot checks today” can be problematic if it identifies a specific individual or small group.
What’s Allowed (and What’s Not)?
✅ OK to Text (with regular SMS):
• Generic facility announcements:
“Family BBQ Friday at 2pm”
• Scheduling reminders (without PHI):
“Tour scheduled for 11am Thursday”
❌ Not OK to Text:
• Medical updates
• Behavioral issues
• Medication reminders tied to a resident
• Room numbers + conditions
• Anything that could identify a resident and their care
How to Text Safely with Families
If you want to use texting for resident or family communication, you must:
1. Use a HIPAA-Compliant Messaging Platform
This means:
• End-to-end encryption
• Access controls
• Consent tracking
• Audit logging
• The ability to remotely wipe or manage data
2. Obtain Written Consent
Residents or their legal representatives should sign off on how they prefer to receive communication, and what kinds of info can be sent. You can access a free form that can be used to authorize communication while staying compliant.
3. Train Staff
Make sure all communication (whether internal or external) follows compliance protocols—and is logged when necessary.
Recommended HIPAA-Compliant Messaging Tools (for Family Communication)
These platforms are popular with care providers and support secure family messaging:
1. OhMD
• HIPAA-compliant texting platform
• Two-way communication with families
• Message templates + automated follow-ups
• Consent management
2. TigerConnect
• Built for healthcare teams
• Secure messaging for both internal staff and family updates
• Mobile + desktop access
• Can integrate with EHRs (if needed)
3. Klara
• Designed for patient communication in healthcare
• Families don’t need to download an app
• Supports text, voice, and even video with encryption
4. Spruce Health
• Secure messaging, phone, and video
• Common in behavioral health and home care
• Combines internal and external communication
What About Staff Communication?
If you’re looking to streamline communication between staff while keeping everything secure, that’s where Alcomy shines.
Alcomy’s Communication Feature helps assure all your staff are on the same page with team announcements and reminders.
• Share resident updates
• Log care tasks
• Track compliance steps
• Stay coordinated—without ever leaving the platform
It’s a smart way to keep teams connected and audit-ready.
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Final Thoughts
Texting is here to stay. But in assisted living, how you use it can make the difference between better care—or a costly compliance issue.
If you want to text families about resident care:
• Use the right tools
• Get proper consent
• Train your staff on best practices
And if you’re just looking to keep your team on the same page, Alcomy’s internal communication tools have you covered.
Need help tightening up your internal communication?
Let us show you how Alcomy keeps your staff in sync and your records compliant. Schedule a Free Demo!
