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WhatsApp - HIPAA Compliance
We completed a really fun project this past week for a client of ours involving our CRM and WhatsApp integration.

To WhatsApp's credit, they do not want to become a spamming engine for the entire globe. Because of this, navigating their API process is quite complicated. The API itself is super simple. But how to get approved, how templates are approved, and how templates are used for initiation make for a complicated integration. We are glad we are on the other side of that now and have the understanding of how all that works.

But it got us thinking about another area we are highly versed in: HIPAA compliance.

WhatsApp is great because it is end-to-end encrypted by design (which text messaging is not). So does that make it HIPAA compliant? As Steve Adler's great write-up in HIPAAJournal.com points out, no, not as it is traditionally used.

He's right, except for one thing. He assumes the only way to use WhatsApp is from phone to phone.

As Mr. Adler points out there are three issues that prevent WhatsApp from being HIPAA compliant on the surface: Access Controls, Audit Controls, and Termination Controls. Let's look at why these are problems for phone to phone messaging, but not within an application like Vy Healthcare CRM™ to Phone.

Access Controls


If you use WhatsApp phone to phone, you lose ability to control who can install that account onto a phone. Thus you have no access controls and that is a big HIPAA no no. But if you never install the application on a phone, this isn't an issue. If your WhatsApp messaging is built into your Healthcare CRM, and it does the sending, you have the same level of access controls as the rest of your application.

Audit Controls


Likewise, if you just use WhatsApp phone to phone, you have no ability to keep an audit trail of conversations. However, the very nature of integrating the WhatsApp API into your Healthcare CRM, will produce the same audit trail of communication as you do with any other method of compliant communication. We'd argue you actually get better audit controls because of the verified feedback you get from WhatsApp on the status of the message (i.e. you know whether it was delivered and not read or delivered and read).

Termination Controls


Lastly, termination controls are achieved just like the rest of your Healthcare CRM termination process. Unlike in a phone to phone situation, where if you remove the app from the phone it removes the data, all the historical data is saved, access is terminated, and everyone goes on with their life.

BAA


I do agree with Mr. Adler's assertion that a BAA is not necessary because by the nature of how WhatsApp built their platform and the underlying technology, the data never gets stored on their servers and the data is always end to end encrypted with keys WhatsApp doesn't have. If someone tells you that you need a BAA for WhatsApp, then you better get one with the United States Postal Service because a lot more PII is available to every letter carrier in this country than WhatsApp has available to them. That being said, you may have to sign a BAA with a third-party if you use them as your API gateway, but that is usually a pretty straight forward process, and certainly not a reason to not use WhatsApp.

Tools like WhatsApp coming together in Healthcare is exciting. So even though it isn't HIPAA compliant out of the box (or phone), it can be a solution if implemented correctly. If you have questions or ideas on how you want to implement it, feel free to reach out to us.