How Robocalls Are Threatening a New Health Crisis

J.Adderton, BSN, MSN

The onslaught of robocalls to our personal cell phones can be overwhelming. However, it is nothing less than chaotic when a phone system communicating critical health information is bombarded with spam. This is exactly what is happening in hospitals, cancer centers and research institutes around the country.

The Tufts Medical Center Incident

On April 30, 2018, Tufts Medical Center, in Boston, Massachusetts, received more than 4,500 calls between 9:30 am and 11:30 am. Imagine the impact of 37.5 calls per minute, for two nonstop hours, on the hospital’s communication system. Hospital administrators report many of the calls were identical and threatened deportation if personal information to confirm identity was not provided. Manipulative and threatening tactics are common in persuading vulnerable people into providing information that will be used for identity theft or fraudulent purchases.

H. Lee Moffitt Cancer Center and Research Institute

Tuft isn’t alone in receiving these types of spam robocalls. Dave Summit, Chief Security Officer for H Lee Moffitt Cancer Center and Research Institute in Tampa, Florida, testified in front of Congress about facing similar situations within the facility. Summitt reported the hospital recently received 6,600 robocalls over a 90-day period. These calls were described as “malicious” and appeared as though they were coming from within the hospital. The spam callers would attempt to manipulate hospital staff and patients into providing sensitive information.

Potential For Far Reaching Harm

Healthcare administrators around the country share concern over the risk, posed by spam robocalls, to public health and privacy. We can ignore robocalls to our personal phones, but this is not an option for hospitals and other institutions. It is feared hospitals will be unable to keep phone lines free during an emergency; leading to a potential health crisis.

Patients and caregivers face unique challenges in identifying spam calls. Robocallers spoof phone numbers similar to the numbers of familiar local health organizations. Therefore, people are more likely to answer a call believing it concerns their health or the health of a loved one.

Working Towards a Solution

The Federal Communications Commission (FCC) receives over 200,000 unwanted call complaints per year, accounting for 60% of all agency complaints. In response, the FCC has implemented several public policy initiatives to address robocalls and ID spoofing.

Blocking calls

As of November 2017, the FCC now allows phone companies to block suspicious phone numbers, such as:

Numbers that appear to be from a trusted source (i.e. hospital) that is not actually the source of the call
Invalid phone numbers (i.e. numbers with non-existing area codes)
Numbers that have not been assigned to a provider
Numbers assigned to a provider but are currently not in use

Call Authentication Systems

The FCC has also called on the phone industry to implement a reliable authentication system with protocols to boost call-blocking services and expose spoofed calls. However, progress is slow due to the lack of punishment enforcement for carriers who fail to meet the new standards.

Reducing Unwanted Calls

When you get a new phone number, you may also receive unwanted calls intended for the previous number owner. Business and other legitimate callers lack needed information about phone number reassignments to avoid these calls. The FCC adopted rules to maintain a reassigned numbers database to help reduce the number of unwanted calls received.

Fines, Fines and Major Fines

According to FCC Chairman Ajit Pai, recent fines imposed on robocallers have been the largest in the agency’s 85-year history. The Truth in Calling Act of 2009 prohibits the transmission of misleading or inaccurate caller ID information with the intent to defraud. Through the enforcement of this act, the FCC issued over $200 million in fines in 2018 alone.

Progress Can’t Come Faster

Progress in combating robocalls is slow to come. YouMail’s Robocall Index reported 4.7 billion robocalls were made in the U.S. in May, 2019. The technology used to make robocalls is cheap and easy, therefore, strategies to address the issue will need to be aggressive.

For more information:

FCC Caller ID Spoofing

Robocalls Wreak Havoc on Hospitals And Put Patients Lives in Danger

Caller ID Technology Made For Scammers