Healthcare organizations can use HIPAA compliant emails combined with a well-timed approach, concise messaging, and ethical practices to request patient feedback, gaining insights that will help improve their services.
The organization must obtain patients’ informed consent before sending feedback requests via email. When using a HIPAA compliant solution, confirm that the vendor will sign a business associate agreement (BAA).
“It’s more effective to ask a patient to leave feedback directly after their appointment,” suggests Jonathan Tornetta, certified project management professional, in an article for PhysiciansPractice. Organizations that immediately request reviews can avoid the hassle of following up later on.
However, “If you or your staff are not reliably asking for patient reviews in person, you should try something else.”
More specifically, healthcare organizations can supplement these in-person requests with email reminders to maximize patient participation.
HIPAA compliant email solutions, like Paubox, use advanced security measures, including encryption and access controls, safeguarding patients’ protected health information (PHI) during transit and rest. It allows providers to send personalized emails, acknowledging a patient-provider relationship with statements like “We value you as a patient.”
Emails should also be short, casual, and to the point. As a general rule, “if the email is longer than 2-3 sentences, your survey participation will drop.”
Automated email systems can streamline the feedback process, sending requests right after an appointment. Healthcare organizations can also integrate HIPAA compliant emails into their electronic health records (EHR), incorporating feedback requests into their workflow.
Healthcare organizations can also offer incentives that encourage patient feedback. “Offering to donate a fixed amount of money to a charity in exchange for a patient review is a great way to increase compliance and help a good cause,” says Tornetta.
Alternatively, consider raffles, discounts on out-of-pocket expenses, or small tokens like vending coupons.
Furthermore, organizations must:
Related: Developing guidelines for HIPAA compliant email patient communication
HIPAA applies to covered entities like healthcare providers, health plans, and healthcare clearinghouses, as well as their business associates who handle protected health information (PHI).
HIPAA compliant platforms must encrypt PHI during transmission and storage, and offer access controls, audit trails, and mechanisms for obtaining patient consent. Additionally, Paubox signs a business associate agreement, acknowledging their responsibility in safeguarding patients’ PHI.
A business associate agreement (BAA) is a legally binding contract establishing a relationship between a covered entity under the Health Insurance Portability and Accountability Act (HIPAA) and its business associates. The purpose of this agreement is to ensure the proper protection of PHI as required by HIPAA regulations.