DDU Cautions Dentists On Messaging Patients
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- Published: Tuesday, 01 November 2022 07:34
- Written by Chris Tapper
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The Dental Defence Union has advised dentists to ‘proceed with caution’ if communicating with patients via private messaging apps.
The DDU issued guidance on Monday, outlining the potential risks and pitfalls associated with using direct messaging applications to interact with patients.
The DDU has said that while the COVID-19 pandemic increased our reliance on remote communication platforms, dentists should consider the appropriateness of direct messaging with patients.
The DDU warned that dentists should take “Full regard to professional standards, regulations, and laws. Professional boundaries, record keeping, confidentiality, data protection and jurisdictional issues are all issues that must be considered before direct patient messaging begins.”
The DDU said “Most people now have access to a personal mobile device, and it’s therefore unsurprising that patients may expect, and want, to use social media platforms and associated private messaging facilities to communicate with their dental professional.”
“The GDC accepts that social networking sites and other forms of social media are effective ways of communicating on both a personal and professional level. it also acknowledges that social media has blurred the boundaries between public and private life.”
“In its guidance on using social media, the GDC emphasises that the standards expected of dental professionals remain the same whether communication takes place face-to-face or via a social media platform.”
The DDU warns of the importance of practices telling patients what their mobile telephone numbers (considered to be personal data) will be used for.
“For example, a practice’s privacy notice might include using patient’s mobile phone numbers for sending appointment reminders. Text messages are now quite commonly used by practices for this purpose, and provided the patient has consented, this type of communication can be a useful and convenient business tool.”
“Using a patient’s mobile phone number for anything other than what’s listed in the practice’s privacy notice could potentially breach its data protection policies, and possibly lead to a patient complaint or action being taken by the ICO.”
And the DDU warns that a simple conversation could develop into a clinical enquiry or even escalate into a complaint.
The DDU emphasises that it is essential to adhere to professional standards when directly messaging patients.
“Although it may initially be convenient to communicate with patients via direct messaging, a simple conversation about appointment availability (for example) could develop into a clinical enquiry - or even escalate into a complaint.”
The General Dental Council also says that dentists must maintain appropriate boundaries in the relationships they have with patients.
“By indicating a willingness to communicate on personal platforms rather than through traditional channels, you may blur the boundaries of your professional relationship. And if you provide your personal contact details to a patient, there is a risk that your intentions might be misunderstood,” the DDU article said.
Dr Jo-Anne Taylor, dento-legal adviser at the DDU said “The increased use of technology into professional practice undoubtedly offers new opportunities to deliver innovative services to patients.”
“However, there are risks associated with this and it is also important to remember that disclosing direct messages may be necessary if a complaint, claim, or regulatory matter arises.”
“Alternatively, workplace communication platforms may offer a secure and GDPR compliant, where records of patient communications can be more seamlessly integrated into the appropriate systems and the risk of professional boundaries becoming blurred is reduced.”
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