Dealing with technical issues in email communication

More than 347 billion emails are sent and received daily; however, approximately 20% of all emails sent globally fail to reach the intended recipient's inbox, because they either go missing or are blocked by popular spam filters. 

A study that assessed the trends in ransomware attacks in US healthcare delivery organizations from 2016 to 2021 showed that ransomware attacks targeting healthcare delivery organizations doubled from 2016 to 2021.

How do email technical issues affect healthcare delivery?

• Delayed communication: Technical issues such as emails not being sent or received properly can lead to delays in communication between healthcare providers and patients. This can result in missed appointments, delayed diagnoses, or treatment plans not being communicated promptly.
• Compromised security and privacy: Problems with email encryption or security settings can lead to breaches of patient confidentiality. Healthcare providers must adhere to strict regulations like HIPAA, and any lapses can result in sensitive patient information being exposed, potentially leading to legal consequences and a loss of patient trust.
• Increased administrative burden: When email systems fail or experience issues, administrative staff may need to spend additional time troubleshooting, re-sending emails, or using alternative communication methods. An increase in workload and divert resources away from patient care.
• Reduced patient satisfaction: Patients expect timely and efficient communication from their healthcare providers. Persistent email issues can lead to frustration and dissatisfaction, potentially harming the provider-patient relationship and affecting the overall patient experience.
• Impact on workflow and productivity: Frequent email outages or issues can disrupt the workflow of healthcare providers, causing delays in accessing patient records, collaborating with colleagues, and coordinating care. This can lead to inefficiencies and reduced productivity in healthcare settings.
• Risk of missing critical information: Emails often contain important information regarding patient care, such as lab results, referrals, or updates on patient conditions. Technical issues that cause these emails to be delayed, misplaced, or not delivered can result in critical information being missed, potentially impacting patient outcomes.

Dealing with technical issues

Dealing with technical issues in email can be frustrating, but many common problems have straightforward solutions. Here is a guide to troubleshoot and resolve some of the most common email issues:

Email not sending

• Check your internet connection: Ensure you have a stable internet connection.
• Verify SMTP settings: Check your outgoing mail server (SMTP) settings. These should match the settings provided by your email provider.
• Email size limits: Ensure your email and attachments do not exceed the size limit set by your email provider.
• Authentication required: Confirm that your email client is configured to use authentication for the outgoing server.
• Check outbox: Sometimes emails get stuck in the outbox. Try resending from there.

Email not receiving

• Check spam/junk folder: Sometimes emails are mistakenly filtered as spam.
• Check inbox quota: Ensure your inbox is not full. Delete or archive old emails to free up space.
• Firewall/antivirus settings: Occasionally, firewall or antivirus software can block emails. Temporarily disable these to test.
• Email rules/filters: Check if there are any rules or filters set up that might be directing emails to a different folder or deleting them.

Related: What is an email filter?

Login issues

• Forgot password: Use the "forgot password" feature to reset your password.
• Check the caps lock: Ensure the caps lock is not on when entering your password.
• Account lockout: After multiple failed login attempts, your account might be temporarily locked. Wait for a while or contact your email provider for assistance.
• Two-factor authentication: If enabled, ensure you are entering the correct code sent to your secondary device.

See also: Two-factor authentication: What is it, and how does it work?

Attachments not opening

• File format: Ensure you have the correct software to open the attachment.
• Corrupted attachment: Ask the sender to resend the attachment if it's corrupted.
• Antivirus scan: Run an antivirus scan to ensure the attachment is safe.

Email client issues

• Update email client: Ensure you are using the latest version of your email client.
• Reconfigure account: Remove and re-add your email account to the client.
• Cache and cookies: Clear cache and cookies if you are using a web-based email client.
• Reinstall email client: Uninstall and reinstall the email client to resolve any software issues.

Emails not syncing

• Check synchronization settings: Ensure your email client is set to sync emails at regular intervals.
• Reconfigure account: Remove and re-add your account to reset the synchronization process.
• Server issues: Sometimes, the issue may be with your email provider's server. Check their status page for outages.

FAQs

What are the implications of using personal email accounts for work-related communication in healthcare?

Implications include increased risk of data breaches and non-compliance with privacy regulations such as HIPAA, as personal email accounts may lack the necessary security features and auditing capabilities required for handling sensitive patient information.

Learn more: How do I make my personal email HIPAA compliant?

How does HIPAA compliant email help avoid technical issues?

HIPAA compliant email systems handle technical issues by incorporating robust security measures such as encryption, secure authentication protocols, and regular security updates. In the event of technical issues, dedicated support teams are available to promptly address and resolve any concerns while ensuring compliance with HIPAA regulations to safeguard patient privacy and confidentiality.

How can healthcare providers streamline email communication to improve efficiency?

Healthcare providers can streamline communication by implementing email templates for common inquiries or responses, using email scheduling tools to send messages at optimal times, and integrating email with electronic health record (EHR) systems for seamless documentation and communication.