In the world of healthcare, communication is not just important, it’s highly critical. In cases where multiple departments require urgent updates or nurses need to contact doctors during emergencies, fast and reliable communication can save lives.
This is where Voice over Internet Protocol (VoIP) comes in. But not just any VoIP system will work in a medical setting where time is of the essence. Not only does it need to be robust, but also secure and in line with UK health regulations.
An Overview Of VoIP
Instead of using traditional phone lines, VoIP uses the Internet to make phone calls. As a user speaks, their voice is broken down into digital packets of data which is then sent over a connection.
On the receiver’s end, the voice signals are reassembled and the user will hear the message clearly and in real-time.
VoIP has grown in popularity because it removes the need for bulky infrastructure and endless wires. All you need is a strong Internet connection, VoIP-compatible devices and a service provider.
In hospitals or medical centres, receptionists can make use of VoIP headsets when managing patient appointments or doctors making calls from secured devices.
Why Are UK Hospitals And Medical Centres Making The Switch To VoIP?
While VoIP is primarily used in business settings, it is just as beneficial in the healthcare industry. In fact, there are plenty of compelling reasons that have resulted in this sector making the shift to VoIP technology.
It’s cost-effective: Traditional phone systems are costly to run and maintain whereas VoIP costs very little due to it not needing as much infrastructure and hardware. Service providers often have pay-as-you-go plans for the healthcare sector.
It’s mobile: VoIP works on portable devices like phones, tablets and laptops. As hospital staff move between wards, they can keep in touch or when working at community clinics that have multiple sites.
It accommodates growth: As medical centres or hospitals grow, new VoIP lines can be added with very little hassle.
Advanced features: VoIP plans usually come with a host of features. Things like AI-powered call routing and auto-attendants can streamline communication efforts to make sure the right person is reached.
What Security Risks Do Hospitals Face With VoIP?
In the UK, any VoIP system used by a clinic or hospital is required to comply with the General Data Protection Regulation (GDPR) and the Data Security and Protection Toolkit (DSPT) in line with NHS cybersecurity policies.
If a VoIP system is not secured, there is a lot that can go wrong. Calls that are not encrypted can be intercepted by third parties with confidential patient information being leaked. Moreover, it opens the door to phishing attacks where outsiders can mimic actual phone numbers to gain access to data.
Any VoIP service provider that works with an NHS organisation in the UK must comply with DSPT. This means that patient confidentiality must take place during calls, procedures must be outlined for potential breaches and staff need to be trained accordingly.
The GDPR also outlines regulations to be followed if your VoIP system keeps or processes personal information like names. The system has to be hosted on a secure, GDPR-compliant framework and allow data to be deleted if requested.
What Makes VoIP Solutions Secure For Hospitals?
Before UK healthcare institutions move forward with implementing VoIP systems, it’s necessary to check that the service provider meet certain requirements. Here are a few things that you should look out for when checking out providers.
End-To-End Encryption
All calls conducted through the VoIP system, including video calls, need to be encrypted. This prevents unauthorised parties to intercept the call for eavesdropping or to record the conversation.
Secure User Access
Access controls should be role-based to make sure that only staff with authorisation can have access to call records or system settings.
Implementing tools like Multi-Factor Authentication can help to stop any unauthorised logins and protect sensitive information.
Data Must Be Hosted In The UK Or EU
All call information, call logs and voicemail needs to be stored in a data centre that is in the UK or GDPR-compliant.
Additionally, the cloud storage needs to meet the requirements outlined in the NHS Digital’s Cloud Security Principles.
Records Are Kept For Auditing Purposes
It is mandatory for every call, change to the system or voicemail to be recorded. At any time, authorised users should be able to see who accessed what and when which will be required for any compliance checks.
Should the medical facility be under investigation, these records will need to be made available to the auditing body.
Uptime Guarantee To Minimise Downtime
Reliable VoIP service providers will have an uptime guarantee of 99.999% and geographically redundant servers in place.
In the event of one server crashing, your system will automatically connect to another one to keep communications running. In medical cases where time is crucial, there needs to be minimal disruptions.
How To Choose The Right Service Provider
If you are a medical facility evaluating your service provider options for VoIP, there are a few questions that you should ask to help you make an informed decision.
Ask if the system is compliant with GDPR and NHS DSP Toolkit and whether the data is stored in the UK or EU.
Additionally, check their uptime guarantee and support in case you experience an issue with your system.
Lastly, ask the provider if they offer call encryption and Multi-Factor Authentication and what efforts they have in place to prevent spam calls.
Having the answers to these ahead of time will make sure that your facility works with a reliable service provider.
