Quest remains fully operational during the COVID-19/coronavirus pandemic. If you need assistance, please call 800-364-6352.

Quest’s priority is helping our members to stay safe.

The federal government has extended the public health emergency until October 13, 2022.

The Office of Civil Rights (OCR) has issued modified HIPAA enforcement discretion guidelines regarding telehealth services during the pandemic. To maintain access to care, Quest will adhere to OCR’s guidelines below. Once the OCR ends the modified guidelines, Quest will require all behavioral health appointments to either be conducted via face-to-face session or, if the provider has completed the Telemental Health Attestation process, through a HIPAA-compliant telemental health platform.

 

    • Statement from the federal Office of Civil Rights (OCR): “OCR will exercise its enforcement discretion and will not pursue otherwise applicable penalties for breaches that result from the good faith provision of telehealth services during the COVID-19 nationwide public health emergency. OCR would consider all facts and circumstances when determining what constitutes a good faith provision of telehealth services. If a provider follows the terms of the Notification and any applicable OCR guidance, it will not face HIPAA penalties if it experiences a hack that exposes protected health information from a telehealth session. Providers seeking to use video communication products are encouraged to use vendors which provide PHI protection as required by the HIPAA Security Rule, but will not be penalized for using less secure products in their effort to provide the most timely and accessible care possible to patients during the Public Health Emergency.”

Source: https://www.hhs.gov/hipaa/for-professionals/faq/3025/if-a-covered-health-care-provider-uses-telehealth-services-during-the-covid-19-outbreak-and-electronic-protected-health-information-is-intercepted-during-transmission-will-ocr-impose-a-penalty-on-the-provider/index.html

    • What does this mean? OCR has determined that HIPAA-compliance should not be a barrier to access. Providers should, when able, use HIPAA-compliant virtual healthcare platforms which provide security measures to protect patient privacy. However, when not available, providers should notify patients of the potential risks to their privacy but should not delay care due to non-compliant software. OCR will not impose fines for providers who have made good faith efforts to mitigate the risk to patients’ privacy but who are the victims of hacking. This does NOT remove the liability of providers to protect their patients’ Protected Health Information.

 

How does this affect my behavioral health sessions?

 

  • Your appointments may be conducted via telemental health platforms, or when a telemental health platform is unavailable, providers may temporarily conduct sessions via telephone.
  • Providers may not use any public-facing application such as Facebook, Twitch, or Tik-Tok to provide telehealth services.
  • Privacy cannot be guaranteed for sessions conducted via cell phone or applications such as FaceTime, Duo, or Skype.
  • Quest will comply with the OCR’s modified guidelines to allow telephone and non-public facing video platforms as a temporary measure to prevent gaps in care.

 

To learn more about telehealth service guidelines during the COVID-19 pandemic or general HIPAA regulations, you may contact the Office of Civil Rights at 800-368-1019 or visit https://www.hhs.gov/hipaa/index.html for more information.

Resources

Seeking behavioral health services during COVID-19?

  • Explore the Quest Provider Search to find counseling or other behavioral health resources or call Quest at 800-364-6352.

    Quest Provider Search

Coping with Coronavirus and Social Distancing

  • COVID-19/Coronavirus Resources and Information Hub

    American Psychiatric Association

    View Information

  • Keeping Your Distance to Stay Safe

    American Psychological Association

    View Information

  • Coronavirus Disease 2019 - Managing Anxiety and Stress

    Center for Disease Control and Prevention

    View Information

  • COVID-19 Resources and Information Guide

    National Alliance on Mental Health

    View Information

  • Tips for Social Distancing, Quarantine and Isolation

    Substance Abuse and Mental Health Services Administration (SAMHSA)

    View Information

  • Emotional Wellbeing during the COVID-19 Outbreak

    Suicide Prevention Lifeline

    View Information

  • COVID-19/Coronavirus: Mental Health Considerations

    World Health Organization

    View Information

Coping for Healthcare Professionals and Emergency Responders

  • Coronavirus and Mental Health: Taking Care of Ourselves during Infectious Disease Outbreaks

    American Psychiatric Association

    View Information

  • Self-care advice for health-care providers during COVID-19

    American Psychological Association

    View Information

  • Emergency Responders: Tips for taking care of yourself

    Centers for Disease Control and Prevention

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  • Sustaining the Well-Being of Healthcare Personnel during Coronavirus and Other Infectious Disease Outbreaks

    Center for the Study of Traumatic Stress

    View Information

Coping for those in Recovery

  • Your Recovery is Important: Virtual Recovery Resources

    Substance Abuse and Mental Health Services Administration (SAMHSA)

    View Information

Work and Leadership

  • Psychologists' advice for newly remote workers

    American Psychological Association

    View Information

  • How leaders can maximize trust and minimize stress during the COVID-19 pandemic

    American Psychological Association

    View Information

Quest is committed to ensuring our members receive the support and services needed during this time of social-distancing, illness, or front-line care. Need additional assistance? Please call Quest at 800-364-6352.