Avoiding misconceptions in email communication

According to a report by Preply, nearly 90% of employees agree that email is a primary source of misunderstandings and miscommunication at work. The study found that email leads to the most fractured communication and workplace anxiety, with 87% of misunderstandings originating from emails.

Misconceptions in email communication can occur for various reasons, including vague language, unclear instructions, or jargon that the recipient may not understand. These misunderstandings can also arise from assumptions about the recipient’s prior knowledge, cultural differences, or misinterpretation of tone. Whatever the reason, dealing with misconceptions in email communication between patients and healthcare providers ensures an effective and accurate exchange of information.

Patient-provider email communication

A study titled Email Between Patient and Provider: Assessing the Attitudes and Perspectives of 624 Primary Health Care Patients, found that 73.2% of patients reported that they would be willing to have their healthcare provider contact them via email to communicate health-related information. 

Patient-provider emails typically cover a wide range of healthcare-related topics essential for effective patient care and management. Typically, patient-provider emails cover:

• Appointment reminders and scheduling
• Follow-up instructions after visits or procedures
• Clarifications of medication instructions or prescriptions
• Communication of test results
• Responses to patient inquiries about symptoms or treatment options
• Sharing educational resources related to a patient’s condition
• Providing lifestyle advice for disease prevention and health maintenance
• Updates on healthcare services, policy changes, or available support programs

Such communication can enhance patient engagement, improve adherence to treatment, and foster a collaborative care relationship. However, the potential for miscommunication is significant, especially when messages are ambiguous or poorly structured.

Clear and thorough communication in these emails ensures patients understand their health information and can make informed decisions about their care.

See also: 

• Patient-provider email etiquette
• Why personalized healthcare emails are better

Why misconceptions in email communication occurs

Before addressing how to avoid misconceptions, it’s important to understand why they happen in email communication. An article by Tom Borg Consulting identified the following as causes of misconceptions in email communication:

“1. Lack of Emotional Cues

Emails lack tone, body language, and facial expressions, which account for 93% of how we interpret communication. A message intended as neutral, such as “Please address this by Friday,” may come across as curt or demanding, causing unnecessary friction.

2. Overconfidence in Clarity

According to Psychology Today, people believe their emails are understood 90% of the time, yet nearly 50% of messages are misinterpreted. This disconnect occurs because email readers project their own emotions and assumptions onto the text.

3. Ambiguity in Instructions

When instructions aren’t crystal clear, employees may misunderstand tasks. For example, “Focus on customer satisfaction” can mean different things to different people without further clarification.

4. Email Overload

An average office worker receives dozens of emails daily. Important messages can easily get buried, leading to missed deadlines, forgotten tasks, or delayed responses.”

Furthermore, the following can cause misconceptions in email communication, particularly in healthcare:

Use of medical jargon

Healthcare professionals often use terms that are technical and unfamiliar to patients. While such language is precise for medical contexts, it can confuse patients who lack specialized knowledge.

Misinterpretation of tone

Without vocal inflection or facial expressions, emails can seem blunt, rude, or overly formal, which may affect how patients perceive the message.

Cultural and language differences

Differences in cultural norms or language proficiency can cause misunderstandings, especially if idiomatic expressions or colloquialisms are used.

See also: HIPAA Compliant Email: The Definitive Guide

How to avoid misconceptions

Clarity and precision in communication

• Use simple language: Avoid medical jargon. Use clear and simple language that patients can easily understand. 
  • Example: Instead of: “Monitor your BP regularly.” Write: “Check your blood pressure twice a day—once in the morning and once in the evening—and record the readings.”
• Summarize key points: At the end of the email, summarize the main points to reinforce the key information.
  • Example: “To summarize: take your medication every morning with food, monitor your blood pressure twice daily, and call us if you experience dizziness or headaches.”
• Clear instructions: Provide detailed and step-by-step instructions when necessary to avoid confusion.
  • Example: “Steps to prepare for your blood test:

Fast for 12 hours before your appointment.

Drink plenty of water.

Avoid caffeine on the morning of the test.”

Use of technology

• Read receipts and confirmations: Request read receipts to ensure the patient has received and opened the email.
• Secure messaging platforms: Use secure, patient-centered communication platforms that might include built-in features for confirmations and follow-ups.
• Benefits include:
  • Enhanced security and confidentiality
  • Better tracking of communication
  • Easier follow-up reminders and alerts

Structured responses

• Template emails: Develop templates for common queries that include all necessary information and common clarifications.
• FAQ sections: Direct patients to FAQ sections or educational resources that address common misconceptions.
• Example: “Please review the attached FAQ document about your new medication, which explains side effects and what to do if you miss a dose.”

Follow-up

• Prompt follow-up: Ensure timely follow-up emails to address any potential misconceptions or further questions the patient might have.
• Phone calls or video chats: If an email exchange does not resolve the issue, suggest a phone call or video chat for more direct communication.

Patient education

• Educational resources: Provide links to reliable sources and educational materials that can help patients understand their condition and treatment better.
• Example: “Here’s a link to the American Diabetes Association’s guide on managing blood sugar levels: [URL].”

Empowering patients with knowledge helps them ask informed questions and reduces misinterpretations.

Feedback mechanism

• Surveys and feedback forms: Use surveys or feedback forms to understand the patient's experience and identify common areas of misunderstanding.

Example questions:

• Was the information in the email clear and easy to understand?
• Did you have any questions after reading the email?
• How would you rate your overall satisfaction with email communication?

This feedback can inform improvements to communication practices and materials.

See also: How to request patient feedback securely with HIPAA compliant email

Read more: Addressing misinterpreted emails in healthcare

FAQs

What tools can help improve the clarity of my emails?

Spell checkers, grammar checkers like Grammarly, and readability tools can ensure your email is well-written and easy to understand. Additionally, using email templates for common topics can help maintain consistency and clarity in your communication.

What should I do if a patient misunderstands my email?

If a patient misunderstands your email, respond promptly to clarify any misconceptions. Restate the important information clearly and simply, and provide additional explanations or instructions as needed. Encourage the patient to ask any further questions to ensure they fully understand.

How should I handle sensitive information in patient emails?

Sensitive information should be handled with the utmost care. Use secure, encrypted email services to communicate sensitive health information. Ensure that all communication complies with relevant privacy laws and regulations, such as HIPAA.