Compassionate communication in HIPAA compliant emails

The 21st Century Cures Act promotes compassionate communication within the bounds of HIPAA regulations. Providers can tailor HIPAA compliant emails with compassionate communication to enhance the patient experience and promote better health outcomes.

What is compassion in healthcare?

Point Loma states, “Compassion involves feeling for another’s suffering but it must be accompanied by a strong desire to help the person that is suffering.” In healthcare, compassion helps provide quality patient care for a more empathetic approach to treatment, leading to better outcomes and overall patient satisfaction.

A study on compassion in healthcare “identified seven elements of physician behavior and interaction that contribute to patients' experience of compassion:

• Listening and paying attention to the patient (71%)
• Following up and running tests (11%)
• Continuity and holistic care (8%)
• Respecting preferences (4%)
• Genuine understanding (2%)
• Body language and empathy (2%)
• Counseling and advocacy (2%).”

So, providers should incorporate these elements in their communication since “Compassion is important to patients and their families, predicts positive patient and practitioner outcomes." More specifically, this study suggests that well-supported patients are more likely to engage with their care plans, adhere to treatment recommendations, and report higher satisfaction with their healthcare providers. 

Compassion in healthcare communication

The 21st Century Cures Act emphasizes clear and compassionate communication within HIPAA compliant communication. It addresses the confusion surrounding HIPAA regulations and encourages a more open dialogue between healthcare providers and patients' families.

So, when providers struggle to interpret HIPAA guidelines accurately, it can lead to overly cautious or inappropriate sharing of patient information. Furthermore, it can result in missed opportunities for involving family members in patient care. Misinterpretations can cause delays in communication, reducing the effectiveness of timely support and potentially impacting patient outcomes negatively.

Possible solutions

Clarifying HIPAA compliant communication

The HIPAA Privacy Rule and Sharing Information Related to Mental Health clarifies,  “In situations where the patient is given the opportunity and does not object, HIPAA allows the provider to share or discuss the patient’s mental health information with family members or other persons involved in the patient’s care or payment for care.”

For example, if the patient does not object, “A psychiatrist may discuss the drugs a patient needs to take with the patient’s sister who is present with the patient at a mental health care appointment.”

The HHS guidance portal also provides a Q&A document with information about permitted disclosures to support the engagement of natural supports when a loved one has a mental illness, explaining, “If the patient is not present or is incapacitated, a health care provider may share the patient’s information with family, friends, or others as long as the health care provider determines, based on professional judgment, that it is in the best interest of the patient.”

Supporting technological use

While the Act primarily focuses on policy clarification, its emphasis on improving communication can indirectly support adopting better technological solutions. So, when face-to-face interactions are unavailable, providers can express empathy through HIPAA compliant emails.

Providers can use HIPAA compliant emails to maintain patient-provider communication while ensuring data security and privacy. With secure email platforms like Paubox, providers can express empathy, provide timely updates, and address patient concerns remotely, enhancing patient engagement and satisfaction. 

Additionally, HIPAA compliant platforms facilitate seamless communication between patients and providers, promoting continuity of care and improving health outcomes. 

Go deeper: Improving patient outcomes through care coordination in emails

Creating compassionate HIPAA compliant emails

Use a secure emailing platform

Providers must use a secure emailing platform when emailing patients. These platforms offer encryption and are specifically designed to meet HIPAA standards. They encrypt sensitive patient data, such as protected health information (PHI), during transmission and at rest. So, providers can personalize HIPAA complaint emails, offering compassionate communication while maintaining patient privacy.

Additionally, platforms like Paubox can be integrated with standard emailing services like Gmail or Outlook, allowing providers to securely email patients directly from their emails, encrypting all outgoing emails. Several research studies have also shown that patients and providers alike find that emails are more convenient than patient portals, requiring more steps than emails sent directly to their inboxes.

Use clear and empathetic language

Providers must use clear and compassionate language when emailing patients. First, providers can address patients by name, as HIPAA compliant emails secure patients’ identifiable information. Second, providers can incorporate compassionate language to acknowledge the patient's situation.

For example, instead of sending an email like: "Your test results are available. Please contact us for more information,” providers can say the following:

"Dear [Patient's name], we hope you are doing well. We have your test results ready and understand this might be a stressful time for you. Please feel free to reach out to discuss them in detail at your convenience. We are here to support you."

Provide support

Providers can tailor HIPAA compliant emails, giving them personalized support. For example:

"Hi [Patient's Name],

We understand that waiting for test results can be stressful. We want to assure you that our team is here to support you every step of the way. If you have any questions or need to talk, please send us an email.

Best regards,

[Provider’s name]"

Strategies for compassionate HIPAA compliant emails

Obtain consent: Providers must obtain explicit patient authorization, before emailing patients. They can do this using a HIPAA compliant consent form and inform patients of the purposes of emails.

Use plain language: HIPAA compliant emails should have plain language, free of complex medical jargon, to ensure patients understand the information provided.

Acknowledge emotions: Providers should validate patients' emotions and concerns in their emails, expressing empathy for patient circumstances. Furthermore, patients with mental health concerns should be reassured that their feelings are valid and encouraged to seek support from mental health professionals if needed.

Offer additional resources: HIPAA compliant emails provide patients with additional resources, like educational materials, access to support services, or emergency contact details. 

Be responsive: Providers should respond to patients' emails promptly, addressing their questions. If the provider is unavailable, they should set up an out-of-office auto-reply with alternative contact information or an estimated time frame for when they will be able to respond.

FAQs

How can providers ensure their emails are HIPAA compliant?

Providers must use a HIPAA compliant emailing platform, like Paubox, which encrypts all outgoing emails, preventing unauthorized access to patients’ protected health information (PHI).

Is patient consent required for email communication under HIPAA?

Yes, providers must obtain explicit patient consent before using emails to send protected health information (PHI).

Read also: A HIPAA consent form template that's easy to share

What is professional judgment in HIPAA?

Professional judgment is the discretion healthcare providers use to make decisions about sharing patient information based on their training, experience, and the specific circumstances of each case.