Patient-provider email etiquette

Written by Tshedimoso Makhene | August 21, 2024

Email etiquette refers to guidelines and practices for writing and responding to emails professionally, respectfully, and effectively. In patient-provider communication, email etiquette promotes clear communication while maintaining confidentiality. It can help build trust, reduce misunderstandings, and ensure patients receive the necessary care.

Considerations for patient-provider email communication

Karen Hickman, an etiquette consultant, says "Email can also be perceived as very impersonal." In healthcare, this can ring particularly true, especially when patients prefer telephone or in-person communication. Still, email communication can be necessary to ensure patients have an understanding of their treatment or to document service.

Here are some things to consider when communicating with patients via email:

Be clear

Subject line: Use a clear and relevant subject line that reflects the content of the email.
Body: Keep the message concise and to the point, avoiding unnecessary details and jargon.

Use professional language

Tone: Maintain a respectful and professional tone throughout the email. Avoid informal language and slang.
Grammar and spelling: Check for proper grammar and spelling to ensure clarity and professionalism.

Confidentiality and privacy

Patient information: Do not include sensitive patient information in the email. Use secure methods for sharing such information if necessary.
Email address: Ensure the provider's email address is appropriate and secure, especially when discussing sensitive topics.

Respect response time

Timeliness: Respond to emails promptly, ideally within 24-48 hours. If more time is needed, acknowledge receipt and provide an estimated response time.
Acknowledgment: Confirm receipt of the email and that the message is understood.

Use appropriate sign-off

Signature: Include a professional email signature with your full name, title, and contact information.
Sign-off: Use a courteous closing phrase, such as "Best regards" or "Sincerely."

Be mindful of email threads

Clarity: When replying to emails, ensure your responses are clear and directly address the points raised.
Organization: If the email thread becomes lengthy, consider summarizing key points and the next steps to maintain clarity.

Handle sensitive topics with care

Direct communication: For sensitive issues, consider suggesting an in-person meeting instead of an email.
Empathy: Approach sensitive topics with empathy and provide clear instructions or next steps.

Check for attachments

Relevance: Ensure that any attachments are relevant and clearly labeled.
Size: Be mindful of file sizes and check that attachments are in commonly accessible formats.

Follow-up

Confirmation: If needed, follow up with a phone call or message to confirm receipt or action taken.

FAQs

Do providers have to use encrypted email?

If an email includes any Protected Health Information (PHI), providers must encrypt it to be HIPAA compliant. Even if an email does not contain PHI, it is still best practice to encrypt messages.

What should I do if I receive an unclear or confusing email from my provider?

Reply politely, asking for clarification. Be specific about what part of the email you found confusing and what additional information you need.

Is it appropriate to ask for medical advice over email?

You can ask for general advice or follow up on previous consultations via email. For new or complex medical issues, an in-person or video consultation may be necessary for a thorough assessment.

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