Understanding HIPAA Telephone Rules in 2025

Do you think a quick phone call about a patient is harmless? Think again. HIPAA has rules you must follow.

In 2025, healthcare workers will frequently use phones to communicate with patients, schedule appointments, share test results, and follow up on care. As healthcare increasingly relies on technology, protecting patient information is more critical than ever. Even with all the new tools, voice calls remain a significant part of how healthcare is delivered. Whether it’s confirming test results, handling billing, or checking on a patient’s care, phone calls matter.

That’s why following HIPAA’s telephone rules is so important.

This blog highlights the significance of HIPAA telephone rules in 2025, the reasons why they are more critical than ever, and how healthcare professionals and organizations can effectively navigate the complex regulatory environment to maintain HIPAA compliance while fostering patient trust.

What is HIPAA?

HIPAA stands for the Health Insurance Portability and Accountability Act. It’s a U.S. law that protects people’s medical records and private health details. HIPAA establishes rules to prevent unauthorized individuals from viewing or disclosing a patient’s health information without their consent.

Two big HIPAA rules apply to phone calls:

Privacy Rule: This rule protects the privacy of health information. It establishes guidelines regarding when and how patient information can be shared.

Security Rule: This rule protects electronic health information (ePHI) and ensures the security of digital phone calls, including those made through Voice over Internet Protocol (VoIP) or telehealth services.

HIPAA Telephone Rules in 2025

HIPAA’s phone rules are derived from the General Rules, the Privacy Rule, the Security Rule, and various state and federal phone laws. These rules depend on the reason for the call and the type of healthcare group making it.

Whether you’re using an old-school landline or modern tools like VoIP or UCaaS, you must protect patient information during any phone call.

Phones are now a key part of care. However, if not used properly, they can also pose privacy risks.

Here are three things healthcare workers and their business partners should know:

1. Keep Phone Calls Private

HIPAA requires that patient information remain private. That means:

• Don’t leave detailed messages on voicemail.
• Don’t discuss private information in public places.
• Discuss patient information only in private, secure spaces.

Also, make sure no one overhears your call who shouldn’t, such as an unauthorized person. This is especially important when discussing test results, diagnoses, or treatments.

2. Use Secure Phone Systems

More providers are now using digital phone systems, such as VoIP. These systems must meet HIPAA rules. That means they must have strong encryption to keep calls safe.

Any service used for phone calls or telehealth must protect electronic patient information (ePHI) during the call.

For example, if a doctor uses VoIP to communicate with a patient, that call must be secure and comply with HIPAA rules.

3. Be Careful with Third-Party Providers

A business associate is an individual who collaborates with a healthcare group and manages patient information, such as a billing service or an IT company.

These associates must also follow HIPAA rules. That includes protecting info shared by phone, email, or any other way.

Where are the HIPAA security and privacy regulations applicable?

HIPAA’s Privacy and Security Rules apply to all types of communication that include PHI, like:

• Phone calls
• Emails
• Texts
• Video chats

Let’s break it down:

Privacy Rule and Phone Calls

The Privacy Rule establishes guidelines for sharing patient information over the phone. It says you must:

• Get patient permission before sharing their info
• Only share the minimum necessary information to meet the purpose of the call.

This rule helps limit what is shared, ensuring that private data is not spread more than necessary.

Security Rule and Phone Calls

If patient information is sent or stored electronically, the Security Rule applies. That includes info shared on phones or telehealth apps. Providers must ensure the following things such as:

• Use secure systems
• Watch and check how calls are made.
• Make sure no one accesses calls without permission.

HIPAA telephone regulations for covered entities and business associates

HIPAA telephone rules for covered entities and business associates are based on the same rules that apply to the use and disclosure of Protected Health Information (PHI) under the HIPAA Privacy Rule.

• Payment
• Treatment
• Healthcare Operations

Suppose a business partner (e.g., a billing or IT company) is involved in the call or communication. In that case, a Business Associate Agreement (BAA) must be established before any exchange of Protected Health Information (PHI).

This agreement binds the business associate by law to follow HIPAA rules when handling PHI.

A minimum amount of information should be exchanged, although there are exceptions, particularly in situations such as data breaches, where more communication is permitted.

Here is a breakdown of key HIPAA telephone rules for covered entities and business associates:

Disclosures Authorization Over the Phone

HIPAA permits you to share a patient’s private health information (PHI) by phone for specific, limited purposes.

These include treatment, such as discussing a patient’s medical condition or care, payment, such as calling an insurance company or a billing service about a claim, and healthcare operations, including handling audits or other office activities.

Suppose a business partner, such as a billing company or a computer services firm, is involved in the telephone call, and protected health information (PHI) is being discussed. In that case, a signed contract must be in place before any information can be shared.

Exclusions for Data Violations

Some situations are permitted under the rules, which means that not all data sharing constitutes a HIPAA violation. It is illegal for a business associate to notify a covered company about a data breach. This helps in quick issue solving and safeguards patient data.

Violation is not counted if protected health information (PHI) is shared by mistake, but there is no risk of harm. In all cases, the minimum necessary rule still applies; only share what’s truly needed.

Using UCaaS or VoIP Services

Many healthcare organizations are now utilizing digital phone services, such as Unified Communications as a Service (UCaaS) and Voice over Internet Protocol (VoIP), to send and receive messages and make calls. These platforms must also comply with the Health Insurance Portability and Accountability Act (HIPAA).

Identity Verification and Minimum Requirements

Ensure you are speaking with the correct person before discussing any patient information over the phone. To confirm their identity, ask for basic information such as their date of birth or patient ID number.

Always follow the Minimum Necessary Rule, which means only share the information needed for each specific call. Maintaining simplicity and security helps you stay compliant with HIPAA and protect patient privacy.

The state of patient phone calls and HIPAA at the moment

Here’s the easy way to call patients under HIPAA, which can be a little complicated. A patient typically agrees to receiving calls or messages on their health if they provide you with their phone number. Informed consent is the term for this. But there are still rules to follow, some of them are below:

You can call each patient about things like:

• Appointment reminders
• Medical treatments
• Upcoming checkups
• Instructions before a surgery
• Follow-up calls after leaving the hospital
• Prescription updates
• How to take care of themselves at home

Even if the patient did not write “yes” in writing, providing their number shows that they are comfortable with calls about these topics.

Things to keep in mind before calling are:

• You need the patient’s clear permission before calling, anything not on the above list.
• Always introduce yourself and state the reason for your call.
• Keep the call brief and concise, ideally no longer than 60 seconds.
• Don’t call more than three times a week for the simple reason.

These rules help protect the patient’s privacy while ensuring they receive essential health information.

What are the best ways to provide family members with patient information over the phone?

When a loved one is in your care, it’s only natural for their family members to want updates. But sharing your patient information with family members over the phone can be risky. Healthcare staff must strike a balance between protecting patient privacy and complying with HIPAA regulations, even though family members often want to be informed about their loved ones’ care.

Under the HIPAA Privacy Rule, it’s okay to share some health information with family members, but only in certain situations. Also, ensure the patient is comfortable and that the person on the other end of the waiting line has the right to know are the most critical factors.

Some of the innovative and safe ways to handle these calls are:

Ask for the patient’s permission first

If the patient is available, always check whether they’re okay with sharing details with specific family members. This helps to protect their privacy and avoid confusion.

Let patients Set Limits

Allow the patient to choose with whom and what information can be shared. For example, some patients may feel comfortable discussing test results with their spouse but not with other family members.

Verify the caller’s identity

HIPAA requires you to make sure the person you’re talking to is actually an authorized person before discussing any personal health information. Ask for the full name, relationship to the patient, and confirm an individual identifier.

Share only what’s Necessary

Even if someone is authorized to receive information, you must still follow the HIPAA minimum necessary rule, which means sharing only the required details for the call. Unless you have specific consent, refrain from disclosing sensitive information.

Be honest about limitations

If the caller asks for more information that you’re allowed to give, explain why you can’t share it. This helps to build trust while keeping you HIPAA compliant.

Leave Voicemails carefully 

When it comes to Protected Health Information (PHI), voicemails pose a significant risk. It’s impossible to predict who might hear the message: coworkers, family, or roommates. Patients must complete a consent form.

Know when you can share without authorization in emergencies

HIPAA permits sharing information without the patient’s consent in cases of emergency when they are unable to speak for themselves, such as when they are unconscious or severely ill. All you have to do is ensure it is genuinely in their best interest by using your best judgment. Limit it to what is necessary. Quickly record in their chart who you spoke with and what you discussed. After everything has calmed down, attempt to obtain their written consent to keep everything by the book.

How to Ensure HIPAA Compliance in Telephone Communication

Phone calls remain an important part of patient communication, but when health information is involved, HIPAA compliance is essential. Whether you are confirming appointments or discussing test results, here’s how to stay on the safe side.

Begin by obtaining written authorization from patients to discuss them or their families over the phone or via voicemail. Before disclosing any information, always verify the identity of the person on the line by using facts such as their date of birth, name, and phone number.

Follow HIPAA’s “minimum necessary” guideline and disclose only what is necessary. On a voicemail, keep it brief: include your name, the clinic’s name, and your callback number, and do not include test results or confidential information.

Have a secure, HIPAA-compliant phone system and perform a Business Associate Agreement (BAA) with any vendors. And, of course, train your employees and keep records of important calls.

All these little things add up nicely to protect your patient information and keep your practice HIPAA-compliant.

What effects do both state and federal laws have on HIPAA telephone regulations?

When it comes to phone calls in healthcare, HIPAA compliance is just one part of the story. State and federal laws also play a significant role in how healthcare providers can communicate with patients over the phone. These laws cover aspects such as obtaining content and call recording, and they help shape the comprehensive set of rules for phone communication.

Key ways state and federal laws can affect HIPAA telephone rules are given below:

1. Limits on Automated Phone Calls

Federal laws such as the Telephone Consumer Protection Act (TCPA) also apply to automated and robocalls. These impose limitations on when and how medical professionals can communicate with patients via computerized systems. For example, unless someone has given their express approval, you are not allowed to use an autodialer to call them or leave them a prerecorded message.

Knowing when to employ automation and when a live call is the only secure option is essential for HIPAA-compliant contact.

2. Protection of Specific Health Information

HIPAA and other federal or state laws protect some categories of Protected Health Information (PHI), including mental health, substance use disorder, HIV status, and reproductive care. Before sharing sensitive information, even over the phone, these regulations demand additional degrees of patient consent.

In one case, sharing information concerning a substance use disorder requires express written consent, as established in Section 543 of the Public Health Service Act. Therefore, you still need to know what may and cannot be stated, even if the patient agrees to be contacted.

3. Avoxi VoIP Service

Using the right phone system is necessary for HIPAA-compliant telephone communication. Services like Avoxi VoIP are built with healthcare in mind, offering secure messaging, voice, and video features. For the protection of PHI, they encrypt calls and support access controls.

Another excellent example of a provider that complies with the requirement for all vendors handling patient data to sign a Business Associate Agreement (BAA) is Avoxi. You need to verify that the VoIP or UCaaS (Unified Communications as a Service) you are using complies with HIPAA regulations.

4. Voice Mail Guideless and Patient Consent

Leaving a voicemail may be a regular activity, but be careful, as it can lead to a HIPAA violation. HIPAA and most states require that you restrict what is said in a voicemail, unless you have direct patient authorization.

Here’s a good practice: provide only your name, the practice name, and a callback number. Avoid including test results, diagnoses, or medications. To share more specific information, the patient will need to provide written consent.

5. Compliance Based on Local Laws

While HIPAA sets the national standard, state laws often add more specific rules. Some states require additional consent for call recording, detailed documentation for each phone, and more restrictions on voicemail involving protected health information (PHI).

It also means that location-specific policies should be part of your HIPAA compliance plan. It’s a good idea to consult with a legal or compliance specialist who is knowledgeable about the healthcare regulations in your state, as what is acceptable in one state may not be in another.

6. Recording and Monitoring of Calls

Are you recording calls from patients? Unless you are aware of the regulations, that is a grey area in the law. While some states require consent from all participants, federal law permits call recording provided that at least one person gives their permission. It is best to presume that you need the patient’s consent before recording a conversation in the healthcare industry, particularly when protected health information (PHI) is involved.

Wrapping Up

As we look ahead to 2025, technology plays a significant role in patient communication, and HIPAA telephone rules must adapt to keep up with these changes. By discovering HIPAA’s regulations and implementing best practices, healthcare providers can ensure that patient information remains protected while maintaining efficient communication.

Being aware of and following HIPAA’s telephone regulations is essential for anybody handling patient data, including healthcare providers and business associates. In a world where phone conversations are becoming increasingly common, doing so not only safeguards your patients but also maintains the quality of your practice.

FAQs

Can doctors call patients under HIPAA?

Yes, in order to discuss therapy, appointments, or follow-ups, physicians and other medical staff may contact patients by phone. As long as the call is made for administrative or medical reasons, HIPAA permits it. Just be sure that the information shared is confidential and limited.

Can I leave voicemails for patients?

You can leave voicemails, but keep them brief. Say your name, your clinic’s name, and a callback number. Avoid including test results or sensitive info unless the patient has given written permission.

Are mobile phones HIPAA compliant?

Mobile phones aren’t automatically HIPAA-compliant. You need to use encrypted apps or secure systems to protect patient data. Always be cautious when using personal or non-secure devices.

Can I talk to a patient’s family over the phone?

Yes, but only if the patient has given their approval or in a true medical emergency. Always confirm you’re talking to the right person by verifying their identity. If in doubt, don’t share sensitive info.

Do VoIP services need to follow HIPAA?

Yes, VoIP services that handle patient information must meet HIPAA security standards. This includes encryption, access controls, and having a signed Business Associate Agreement (BAA). Not all VoIP tools are compliant, so always double-check.

Can calls be recorded?

Calls can be recorded, provided the patient’s knowledge and consent are obtained. Some states require both parties to agree; therefore, be aware of your local laws as well. If recorded, the audio must be securely stored to protect the privacy of those involved.

What’s the “Minimum Necessary” rule?

This rule means you should only share the information needed for the call, nothing more. It helps reduce the risk of oversharing or accidental disclosures. Always think: “Do they really need to know this?”

Who is responsible for checking for HIPAA violations during calls?

The Office for Civil Rights (OCR) is responsible for investigating violations of the Health Insurance Portability and Accountability Act (HIPAA). Patients can report concerns if they believe their privacy has been compromised. Healthcare providers must document calls and adhere to regulations to maintain compliance.