Using HIPAA compliant email during public health emergencies

During public health emergencies, healthcare organizations face a shift in communication needs driven by the urgency of the situation. The shift requires a change in messaging in a way that can remain timely and accurate throughout the emergency lifecycle. 

The communication needs during these emergencies often stem from the changes in the audience's perception and processing of information during a crisis. Individuals experience heightened anxiety and confusion, making it necessary to tailor their messages to be easily understandable and actionable. Healthcare organizations can adapt to the needs of their patients by developing structured communication frameworks before an emergency occurs to improve responsiveness when crises arise. 

The communication needs during an emergency 

1. Communication should be clear and to the point, avoiding medical jargon that may confuse patients. Using simple language helps ensure that patients understand the situation and the actions being taken.
2. During emergencies, patients often experience high levels of stress and anxiety. Effective communication involves demonstrating empathy, acknowledging their feelings, and providing reassurance to help alleviate their fears.
3. Information should be communicated promptly to keep patients informed about their condition and any necessary procedures. Timeliness helps manage expectations and reduces uncertainty during emergencies.
4. Sharing pertinent details about the patient's condition, treatment options, and next steps is essential for informed decision-making. This transparency fosters a sense of control for the patient in an otherwise chaotic situation.
5. When appropriate, visual aids or written materials can supplement verbal communication, helping to clarify complex information and enhance understanding.

When email works best 

A Health Security study notes, “Effective, accessible, and appropriate communication plays an important role in whether populations trust government entities, including public health authorities, and the extent to which people follow their recommendations.” Email acts as a structured medium for the inclusion of comprehensive data, links to resources, and attachments that provide deeper insights to patients and other stakeholders. 

For example, during an outbreak, healthcare organizations can use email to send alerts about new cases and share updated treatment protocols. The capabilities are especially useful when traditional communication methods are overwhelmed or ineffective due to the volume of information being generated. 

Best practices for crisis communication

1. Select a HIPAA compliant email platform that is explicitly designed with compliance and convenience in mind. Paubox API for example allows for the use of popular email systems Gmail and Outlook whilst assuring email security. 
2. Designate a specific team responsible for managing communications during public health emergencies. 
3. Create templates for various emergency scenarios (such as disease outbreaks and data breaches) that have been reviewed for HIPAA compliance.
4. When communicating via email, limit the sharing of PHI to only what is necessary for the public health purpose. 
5. Regularly train stafy using training modules and mock drills to prepare them foreal-lifefe crisis scenarios. These exercises help familiarize the team with protocols and improve their ability to communicate effectively under pressure. 
6. Identify a primary spokesperson who will be responsible for delivering messages to the public and media during a crisis. The individual should be trained in public speaking and media engagement so that they can communicate effectively and calmly. 
7. Leverage additional technology to facilitate communication among team members and external stakeholders. HIPAA compliant text messaging is a secure method of sharing messages with multiple departments in an organization. 

FAQs

When should HIPAA compliant email not be used?

In situations where internet access or power is cut.,alternative forms of emergency communication. benefit these types of emergencies

What differentiates HIPAA compliant and regular email?

HIPAA compliant email services incorporate specific features such as encryption of emails both in transit and at rest. Regular email services, on the other hand, typically lack these robust security features and do not offer the same level of protection for sensitive health information. 

What qualifies as a public health emergency?  

A public health emergency is generally defined as a situation that poses an immediate threat to the health and safety of a community or population. This can include outbreaks of infectious diseases (like COVID-19 or Ebola), natural disasters (such as hurricanes or earthquakes), bioterrorism incidents, or other events that disrupt normal healthcare operations and require urgent response efforts.