Avoiding misconceptions in email communication

Misconceptions in email communication can occur for various reasons, including vague language, unclear instructions, or jargon that the recipient may not understand. These misunderstandings can also arise from assumptions about the recipient’s prior knowledge, cultural differences, or misinterpretation of tone. Whatever the reason, dealing with misconceptions in email communication between patients and healthcare providers ensures an effective and accurate exchange of information.

Patient-provider email communication

A study titled, Email Between Patient and Provider: Assessing the Attitudes and Perspectives of 624 Primary Health Care Patients, found that 73.2% of patients reported that they would be willing to have their healthcare provider contact them via email to communicate health-related information. 

Patient-provider emails typically cover a wide range of healthcare-related topics essential for effective patient care and management. These emails might include appointment reminders, follow-up instructions after a visit, clarification of medical instructions or prescriptions, test results, or responses to patient inquiries about symptoms or treatments. They can also provide educational resources related to a patient's condition, lifestyle advice for disease prevention, or updates on new healthcare services and policies. 

Clear and thorough communication in these emails ensures patients understand their health information and can make informed decisions about their care.

See also: 

• Patient preference and HIPAA compliant emails or texts
• Why personalized healthcare emails are better

How to avoid misconceptions

Clarity and precision in communication

• Use simple language: Avoid medical jargon. Use clear and simple language that patients can easily understand.
• Summarize key points: At the end of the email, summarize the main points to reinforce the key information.
• Clear instructions: Provide detailed and step-by-step instructions when necessary to avoid confusion.

Use of technology

• Read receipts and confirmations: Request read receipts to ensure the patient has received and opened the email.
• Secure messaging platforms: Use secure, patient-centered communication platforms that might include built-in features for confirmations and follow-ups.

Structured responses

• Template emails: Develop templates for common queries that include all necessary information and common clarifications.
• FAQ sections: Direct patients to FAQ sections or educational resources that address common misconceptions.

Follow-up

• Prompt follow-up: Ensure timely follow-up emails to address any potential misconceptions or further questions the patient might have.
• Phone calls or video chats: If an email exchange does not resolve the issue, suggest a phone call or video chat for more direct communication.

Patient education

• Educational resources: Provide links to reliable sources and educational materials that can help patients understand their condition and treatment better.

Feedback mechanism

• Surveys and feedback forms: Use surveys or feedback forms to understand the patient's experience and identify common areas of misunderstanding.

See also: HIPAA Compliant Email: The Definitive Guide

FAQs

What tools can help improve the clarity of my emails?

Spell checkers, grammar checkers like Grammarly, and readability tools can ensure your email is well-written and easy to understand. Additionally, using email templates for common topics can help maintain consistency and clarity in your communication.

What should I do if a patient misunderstands my email?

If a patient misunderstands your email, respond promptly to clarify any misconceptions. Restate the important information clearly and simply, and provide additional explanations or instructions as needed. Encourage the patient to ask any further questions to ensure they fully understand.

How should I handle sensitive information in patient emails?

Sensitive information should be handled with the utmost care. Use secure, encrypted email services to communicate sensitive health information. Ensure that all communication complies with relevant privacy laws and regulations, such as HIPAA.