This week is a focus on Emails. Every patient is different, and the preferred method of communication should guide your approach—whether that’s a formal letter, email, verbal discussion, or face-to-face meeting. Your complaints policy should also account for and guide any communication difficulties the patient may have.
Key Rule: Always respond in the format the patient prefers.
Focus on Emails:
While convenient, emails come with risks:
- Constant messages at any time of day causing disruption
- Missed or overlooked emails
- Expectation of immediate responses
- Potential misaddressing or accidental disclosure of sensitive information
- Informal tone or address
- Incomplete records
Best Practice Tips:
- Avoid lengthy email exchanges; patients may expect rapid responses that can lead to regret.
- Do not respond immediately on receiving an email related to a complaint. Think about it and come back to it.
- Limit emails to necessary contact; consider attaching formal letters for sensitive information.
- Set clear expectations: e.g., responses may take [X ] days / I will not be able to respond in a timely way.
- Double-check addresses and remember emails can be forwarded.
- Ensure GDPR compliance and secure systems for sensitive and person identifiable data.
- Emails can serve as evidence just like letters—handle them thoughtfully and securely.