Using HIPAA compliant email to organize mental health staff

Mental health staff can improve patient interactions and internal organization in a way that no other communication method can by using email effectively.

The lines of internal communication

An article published in the Harvard Public Health Review states that “Ineffective communication nullifies any attempt at care provision.” 

In a mental health setting, internal lines of communication involve interactions among psychiatrists, psychologists, therapists, nurses, social workers, case managers, and administrative staff. These professionals must share information about the patient's diagnosis, treatment plans, medication regimens, therapy sessions, progress reports, and any observed changes in behavior or condition.

For instance, if a therapist notices a change in a patient's mood or behavior, they need to communicate this to the psychiatrist who prescribes the medication. Similarly, nurses must report any side effects or issues related to medication administration to ensure the psychiatrist can adjust treatment if necessary. Social workers and case managers also assist by sharing information about the patient's social environment and support systems.

For example, if a nurse forgets to report a patient's adverse reaction to a medication, the psychiatrist might not adjust the dosage or change the medication. In another scenario, if the administrative staff fails to communicate a change in appointment schedules, a patient might miss therapy sessions which impacts their progress. 

These lines of communication are pathways to successful treatment because they ensure that all team members have an understanding of the patient's needs and can coordinate their efforts effectively. When communication breaks down or is incomplete, it can lead to serious consequences such as misdiagnosis, incorrect treatments, medication errors, or unmet patient needs. 

See also: Communications that must remain HIPAA compliant

The central principles of mental healthcare

The tenets at the core of mental healthcare are defined in a study titled, Dignity- a fundamental principle of mental healthcare, “Physical and mental health services that are available, acceptable, accessible, and of good quality a fundamental human right.” These principles mean that mental health services should be within reach for all who need them, respect the dignity and preferences of patients, be easy to access without barriers, and be of high quality to ensure effective treatment.

For these principles to work in practice, they must be part of how mental health staff communicate with each other and with their organization when creating and implementing a patient’s mental health plan. For example, if a treatment plan is created, but staff are not informed about available resources or are unaware of the cultural sensitivities of a patient, the plan may not be effective or respected. Similarly, if there are barriers to accessing these services, such as complicated procedures or long wait times, the patient may not receive timely care.

When these principles are not integrated into communication, it can lead to a disjointed execution of the patient’s treatment plan. For instance, if one part of the team is not aware of a patient's specific needs or changes in their condition, their care may become fragmented. This can result in overlapping services, gaps in care, or treatments that don’t align with the patient’s overall needs and preferences. 

Integrating the principles of mental healthcare into communication styles 

Creating availability

• Implement weekly status updates via email or internal bulletins where staff are informed about the availability of resources like therapy sessions, specialist appointments, and support groups. 
• Use open scheduling systems where staff can see available time slots and resources in real time.
• Hold brief daily or weekly meetings to track the availability of resources. Communicate the outcomes of these meetings to all relevant staff via concise meeting minutes or summary emails.
• Set up automated alert systems to notify staff when key resources are running low or when new resources become available. 

Cultivating accessibility 

• Train staff to use inclusive language that respects diverse backgrounds. For example, use terms that patients identify with and avoid assumptions about cultural practices or beliefs.
• Encourage staff to take the time to understand each patient’s unique cultural context and preferences. Use this understanding to tailor communication and treatment plans.
• Regularly distribute surveys that ask patients about their comfort levels with the care they receive. Share this feedback in team meetings and adjust communication styles accordingly.
• Appoint patient advocates who can relay patient concerns and preferences to the care team so that patient voices are heard and respected.

Champion accessibility

• Train staff to break down complex medical jargon into simple, everyday language. Use analogies and visual aids where possible to enhance understanding.
• Provide information in various formats such as written handouts, videos, and interactive sessions to cater to different learning preferences and needs.
• Use patient-friendly language in all outreach efforts, such as appointment reminders or follow-up calls. Ensure that the tone is warm, supportive, and encouraging.
• Offer assistance with navigating healthcare services. For instance, have staff available to help patients schedule appointments, understand their care plans, and access community resources.

Strive for quality

• Hold regular, structured case conferences where multidisciplinary teams discuss patient care. Use a standardized format to ensure all aspects of the patient’s health are covered.
• Encourage meticulous documentation of all patient interactions, treatment plans, and follow-ups. 
• Provide ongoing training sessions focused on enhancing communication skills, understanding new treatment protocols, and improving patient care quality.
• Implement peer review systems where staff can give and receive feedback on their communication practices.

The role of email in organizing staff communications

Email is a useful tool in mental health settings, offering a reliable and documented way for staff to share information. It provides everyone involved with access to consistent and up-to-date details about each patient's treatment plan, reducing misunderstandings and aligning the team’s approach. Coordinating schedules, meetings, and tasks becomes effortless with email, streamlining workflows and efficiently managing the complex needs of mental health patients. Instant notifications keep everyone promptly informed about any changes in a patient's condition or treatment plan. By integrating the principles of mental healthcare—availability, acceptability, accessibility, and quality—email becomes even more effective. It ensures communication is available to all staff members, regardless of shifts or locations. Thoughtfully crafted emails cater to the cultural and personal preferences of both staff and patients. Accessibility is enhanced as emails can be accessed from various devices, keeping staff connected and informed at all times. The comprehensive documentation provided by email supports continuous quality improvement through thorough review and analysis of communications and care processes.

Best practices 

1. Use HIPAA compliant email platforms to protect patient information. All staff should be trained on data privacy and security protocols when sharing patient data
2. Send weekly or bi-weekly emails summarizing updates, changes, and reminders.
3. Schedule regular updates on resource availability, such as open appointment slots, staff schedules, and therapy group openings.
4. Create and use distribution lists for different teams or departments to ensure relevant information reaches the appropriate staff.
5. Segment lists based on roles or responsibilities (e.g., clinical team, administrative staff, support staff).
6. Clearly state required actions, deadlines, and responsible individuals.
7. Emphasize urgent information and use flags or markers to indicate priority levels.
8. Use standardized templates for common communications such as meeting agendas, patient updates, and resource notifications.
9. Ensure consistency in the format and tone of emails across the organization.

See also: Top 12 HIPAA compliant email services

FAQs

What is email segmentation?

Email segmentation is the process of dividing an email list into smaller groups based on specific criteria to send more targeted and relevant communications.

What is the best time to send emails to staff that assure a response?

The best time to send emails to staff to assure a response is typically during mid-morning or early afternoon on weekdays.

What is PHI?

Protected health information refers to any information about health status, healthcare provision, or payment for healthcare that can be linked to an individual.