Healthcare organizations must balance helpful digital experiences with strict compliance requirements. Word.Chat can support patients while respecting HIPAA and regional privacy regulations when configured correctly.
1. Limit Protected Health Information (PHI)
Instruct the chatbot to avoid collecting PHI. Include guidance like “Please do not share medical history or personal identifiers.” If a visitor attempts to provide PHI, trigger an escalation to a secure channel immediately.
2. Use Secure Knowledge Sources
Train Word.Chat on HIPAA-compliant content: public FAQs, contact information, and policy documents. Avoid uploading private medical records or patient-specific data. Maintain an inventory of sources and review them quarterly.
3. Configure Safe Escalation Paths
Route sensitive inquiries to encrypted email, secure forms, or your patient portal. Include clear calls-to-action such as “Log in to the portal” or “Call our care team.” Document how escalations are handled for audit trails.
4. Update Privacy Disclosures
Ensure your website privacy policy references chatbot usage, explains data retention, and provides opt-out instructions. Review consent banners to include chatbot interactions when required.
Compliance Checklist
- ✅ Draft chatbot instructions that prohibit PHI collection.
- ✅ Train only on approved, public-facing content.
- ✅ Create escalation workflows to secure channels.
- ✅ Update privacy policy and consent notices.
- ✅ Perform quarterly audits of transcripts and sources.
With these guardrails in place, healthcare organizations can provide quick assistance while protecting patient privacy.