How to ensure emotional safety in HIPAA compliant email

Incorporating emotional safety into email interactions helps patients feel respected, heard, and valued. 

Why emotional safety is necessary in all healthcare organizations

“Patient safety practitioners, clinical leaders and health system executives must also acknowledge power relations, differentials, and dynamics in the implementation, spread, and scale of conceptual models of naming, measuring, monitoring, and mitigating adverse events through understanding that feeling safe is a core component of being safe. So much is needed to truly transform healthcare into locations of actual well-being and healing, free of harm and hurt. Harm is harm. Emotional safety is patient safety.”

A 2023 editorial article published by the British Medical Journal provided a degree of insight into exactly why patient safety is so necessary for healthcare providers. When considering what feeling safe means the distinction between 'feeling safe' and 'being safe' needs to be understood. Emotional safety (feeling safe) involves being heard, respected, and valued. 

Unfortunately, healthcare systems often prioritize physical safety and clinical outcomes over emotional safety, overlooking the impacts of emotional harm such as fear, mistrust, and trauma. The emotional harm patients experience can stem from experiences of disrespect, discrimination, and disregard within the healthcare system. 

There is also the matter of how a healthcare environment that does not support emotional safety can impact the staff. According to a Frontiers of Psychology study: “By feeling safe in the work environment and not exposed to inter-personal risks, workers can feel less stress and reduce the emotional and cognitive consequences it brings. In particular, psychological safety can be an important mechanism to reduce stress by creating a climate of trust and risk-free communication.” Without emotional safety, for both patients and staff, these feelings are only exasperated by a continuous approach to neglecting the more integral aspects of overall safety. “

Emotional safety in communication

This creates an environment across all forms of communication—be it in-person conversations, emails, or text messaging. When taking this approach healthcare organizations open up the way towards improved treatment outcomes stemming from patient's encouragement to openly share their concerns, symptoms, and fears. Such a level of openness is vital for achieving accurate diagnoses, formulating effective treatment plans, and providing care that is truly personalized. The characteristics of communication supporting these outcomes include: 

• Healthcare providers use clear and simple language, avoiding medical jargon.
• Written communications are empathetic, acknowledging the patient's feelings and concerns.
• Messages maintain a respectful tone, valuing the patient's perspective and experiences.
• Confidentiality is upheld, ensuring privacy in all written exchanges.
• Support and reassurance are conveyed, especially when discussing sensitive topics.
• Feedback from patients is invited, with providers showing openness to concerns and questions.
• Emails and texts are personalized, reflecting an understanding of the patient's unique situation.
• Understanding is checked by inviting patients to ask questions or express misunderstandings.
• Communications are never rushed, providing comprehensive information at a pace comfortable for the patient.

How to use HIPAA compliant email to create an emotionally safe environment

1. Personalize emails: Address patients by name and personalize the message to reflect their specific situation.
2. Express empathy: Include empathetic statements that acknowledge the patient's feelings and concerns.
3. Ensure privacy: Double-check email addresses before sending, and remind patients of how to maintain their privacy when replying.
4. Invite questions: Encourage patients to ask questions, offering clear instructions on how to get further information or clarification.
5. Provide clear instructions: Include concise and clear instructions or action steps when necessary, making it easier for patients to follow treatment plans or administrative processes.
6. Offer support: Convey support and reassurance, especially when discussing sensitive issues.
7. Sign off warmly: End emails with a warm and friendly sign-off, reinforcing the supportive relationship between the healthcare provider and the patient.
8. Follow up: When appropriate, follow up on emails to check on the patient's progress or to see if they have any further questions.

FAQs

Can automated email responses be tailored to maintain emotional safety while remaining HIPAA compliant?

It can be tailored to be emotionally sensitive and HIPAA compliant by using general language that acknowledges receipt and provides comfort without discussing specific health information.

What measures can be taken to ensure that patients correctly interpret the tone of HIPAA compliant emails?

Beyond the measures discussed above, organizations should always prioritize an attitude of continuous learning amongst patients to provide updated emotional intelligence and compassionate communication training. 

How can healthcare providers include family members in email communications?

Family members can be included in email communications by obtaining explicit consent from the patient.