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Best practice guide

Telehealth for behavioral health care
For providers Best practice guides Telehealth for behavioral health care Preparing patients for telebehavioral health

Protecting patients’ privacy

Telehealth presents certain privacy risks that are important to address along with the benefits.

Since it is common to talk about sensitive and confidential topics during behavioral health appointments, consider these patient discussion tips:

  • Why and when having privacy is important
  • Suggestions for finding a private location in their home or car, or in the home of a trusted friend or relative
  • How to communicate using email, text, or your telehealth platform’s chat feature — especially if there might be issues with personal safety

Ask before the appointment if your patient will have an interpreter or caregiver present and talk about what they feel comfortable discussing in front of the other person. Determine if they need to fill out a release of information.

Tip: Understand the specific legal requirements and privacy concerns when providing care for patients with limited English proficiency and patients with disabilities.

Take extra precautions to protect patient privacy:

  • State your name and credentials to start.
  • Confirm the patient’s identity at the beginning of each appointment. Ask your patient to verify personal demographic information.
  • Ensure you and your patient are in a private area where you can speak openly. You can both “scan the room” with their device’s camera at the beginning of a video visit.
  • Use headphones to avoid confidential information being overheard by others.
  • Avoid public Wi-Fi and use password-protected devices to log on to the telehealth visit.
Last updated: July 2, 2021

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