Communication Standards

Phone & Communication Standards

Raya Health is committed to protecting client privacy while allowing practical, timely communication. Doulas must use appropriate communication channels based on the type of information being shared.

Approved Communication Channels

HIPAA-Compliant Communication (Required for Care-Related Topics): The following must occur only through Raya-approved, HIPAA-compliant platforms (e.g., Raya platform video calls, Raya platform secure messaging, approved video tools):

• Discussions about pregnancy, birth, postpartum, loss, or abortion
• Emotional support conversations
• Care planning or follow-up
• Intake clarification
• Clinical concerns or escalations
• Documentation-related communication
• Voice AI or recorded visits (when approved)

Regular Phone Calls

Regular phone calls can be HIPAA-compliant when used with the following safeguards:

• Obtain explicit verbal consent from the patient before discussing any protected health information (PHI)
• Keep personally identifiable information (PII) exposure to a minimum
• Verify you are speaking with the correct patient before sharing sensitive information
• Be mindful of your surroundings and ensure privacy on your end

Apps That Are NOT HIPAA-Compliant

The following communication apps are NOT HIPAA-compliant and must NOT be used for any care-related discussions:

• FaceTime (audio or video)
• WhatsApp
• Facebook Messenger
• Google Hangouts / Google Meet (personal accounts)
• Skype (personal accounts)
• Zoom (personal/free accounts)
• iMessage
• Any other consumer messaging or video apps

These apps lack the necessary security controls, encryption standards, and Business Associate Agreements (BAAs) required for HIPAA compliance.

SMS/Text Message Use

SMS/Text messages may ONLY be used for administrative or logistical purposes, such as:

• Scheduling or confirming visits
• Arrival time updates
• Location or access coordination
• Technical assistance ("Can you log in?")

What Is Not Allowed via SMS or Non-Compliant Apps

Doulas may not use text messages or non-HIPAA-compliant apps to:

• Discuss health conditions or symptoms
• Provide emotional support related to care
• Discuss birth, recovery, loss, or feeding
• Share intake information
• Escalate concerns
• Share, save photos, videos, or voice recordings

If a conversation begins as logistical and becomes care-related, doulas must pause and redirect the client to a HIPAA-compliant platform.

How to Redirect (Suggested Language)

"I want to make sure your privacy is protected. Let's move this conversation to the Raya app so we can continue safely."

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