HITshow: Bob Farrell, CEO of mPulse on TCPA Changes
📲 What do the upcoming changes to the TCPA mean for healthcare communication?
Robert Farrell, CEO of mPulse, breaks it down in our latest HITshow interview.
“The Telephone Consumer Protection Act is a great regulation. It helps protect people from unwanted solicitations. But as it relates to healthcare… it’s really important to be able to have that two-way communication — in most cases by text, but if not, by email, by IVR.”
Healthcare organizations depend on timely, compliant communication to guide patients through appointments, results, payments, and more. But tightening regulations around consent and communication methods could impact how that outreach happens.
“My 93-year-old dad is in a nursing home and I get texts from them every day about what’s going on with his care. Yes, it’s peace of mind, but it’s also very practical — there are actions I need to take to make sure his care is done the right way.”
Robert warns that being too cautious in response to TCPA could harm patients more than help.
“You don’t want a hospital GC saying, ‘No texting to anybody.’ That’s just not good for the health consumer.”
The path forward?
✅ Clarity and control.
🔐 mPulse offers tools that help manage consent and opt-out workflows
🧠 They provide expert guidance to ensure compliance
📞 And they empower health organizations to continue providing timely, relevant outreach
“Plans, hospitals, and providers need to make sure they’re managing the consent process correctly… so they don’t go afoul of TCPA — or worse, stop communicating altogether.”
