Misunderstandings in email communication can occur due to non-verbal cues, complex medical terminology, lengthy or poorly structured emails, vague instructions, and cultural differences. These factors can lead to misinterpretation of the sender's intent, confusion for patients without medical background, and difficulty in identifying key points.
Patients frequently misunderstand physician phrases and assign opposite meanings to what was intended, leading to confusion about health outcomes, a study published in JAMA Network Open titled, “Accuracy in Patient Understanding of Common Medical Phrases” reported. Addressing these pitfalls is crucial for effective healthcare email communication.
Responding to a misunderstood email
If a patient misunderstands your email, address the issue promptly and clearly to ensure their understanding and maintain trust. Here’s a detailed approach:
- Respond promptly: Address the misunderstanding immediately to prevent any further confusion or issues.
- Acknowledge the misunderstanding: Begin your response by acknowledging that there seems to be a misunderstanding. This shows empathy and understanding of the patient’s perspective.
- Restate the key information: Clearly restate the important information from the original email. Use simple, straightforward language to ensure clarity.
- Provide additional explanation: If necessary, provide further explanations or break down the information into smaller, more digestible parts. Avoid medical jargon, or explain any terms that might be confusing.
- Encourage questions: Invite the patient to ask any additional questions they might have. Encourage open communication to ensure they feel comfortable seeking further clarification.
- Offer alternative communication methods: Sometimes, written communication can be challenging. Offer the patient the option to discuss the matter over the phone or in person.
- Confirm understanding: Ask the patient to confirm their understanding of the clarified information. This can be done by asking them to summarize what they have understood or by asking specific questions to gauge their comprehension.
- Document the interaction: Keep a record of the communication for your files. This can be important for future reference and continuity of care.
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FAQs
What are the common things that patients misunderstand in email communication?
Patients often misunderstand the following in email communication:
- Medical terminology
- Instructions for procedures
- Appointment details.
- Medication instructions
- Health condition explanations
- Follow-up steps
- Insurance and billing information
- Results interpretation
Why is it important to acknowledge a patient’s confusion in your response?
Acknowledging a patient's confusion shows empathy and validates their feelings, which helps build trust and rapport. It reassures the patient that their concerns are being taken seriously.
What role does empathy play in effective email communication with patients?
Empathy helps build trust and rapport by demonstrating an understanding of the patient’s perspective and emotions. It creates a supportive environment where patients feel heard and respected, enhancing their overall experience and satisfaction with care.
Tshedimoso Makhene
