Improve patient satisfaction in genetic counseling with secure emails

Recently, telemedicine has been integrated into many disciplines, including genetic counseling. A 2020 cross-sectional study conducted at the Genetics Institute and Genomics Center, Tel Aviv Sourasky Medical Center, compared patient satisfaction between in-person and telemedicine genetic consultations. According to the study, virtual consultations can meet and sometimes exceed patient expectations, even in pediatric and prenatal settings where in-person contact is often thought to be irreplaceable.

More specifically, among patients who received in-person counseling, 82.1% gave satisfaction scores of 4 or 5. The telemedicine group recorded an even slightly higher rate, with 82.5% expressing satisfaction. The statistical analysis found no significant difference between the two formats, challenging the assumption that remote genetic counseling is inferior for delivering meaningful and supportive patient experiences.

What does the research say?

1. Pediatric patients show strong approval for telemedicine

Among the most compelling findings was the data from pediatric patients. None of the 12 children under 18 who received telemedicine consultations reported dissatisfaction. These results stood in contrast to the 6% dissatisfaction rate reported by those who had in-person pediatric consultations.

It also suggests that children and their caregivers are open to and satisfied with virtual delivery of complex healthcare services. This is particularly relevant in pediatric genetics, where long travel times, multiple appointments, and high parental stress levels can make in-person consultations challenging. Telemedicine gives these families a way to receive expert guidance without worrying about logistical strain.

2. Patients are willing to use telemedicine 

In addition to patient satisfaction, the study evaluated whether patients would be willing to use telemedicine-based genetic services in the future. Among those who had been counseled through telemedicine, 84% said they would use the format again. 

Evidently, patients have an active preference for telemedicine when they are comfortable. In simple terms, they are more likely to engage with follow-ups, adhere to recommendations, and maintain trust in the healthcare system.

What drives patient satisfaction?

Patient satisfaction depends on how well a healthcare experience meets a patient's expectations, needs, and preferences. It reflects the quality of care from the patient’s perspective, including communication, empathy, and trust. 

According to Dr. Andrea Eisenberg at Wolters Kluwer, “the most important element is communication, especially between the patient and physician. Direct communication can address our patients’ expectations as well as our own expectations for how their health issue will play out.” High patient satisfaction is linked to better adherence to treatment, improved outcomes, and stronger relationships between patients and providers.

Improving communication gaps

The study noted that 11.2% of the telemedicine group reported dissatisfaction, compared to 6.3% of in-person patients. While this difference was not statistically significant, it shows that we must improve communication and continuity of care in virtual settings.

An effective solution is using a HIPAA compliant email platform, like Paubox. In genetic counseling, where conversations are layered, detailed, and emotionally intense, patients might need to review information afterward. Secure email allows providers to send test results, decision-making aids, and personalized explanations while maintaining confidentiality.

For example, after a prenatal genetics consultation, a counselor can follow up with a secure email that outlines the discussed risks, includes visual aids, and offers links to relevant support groups. The patient can then revisit the conversation on their own time, share the information with their partner, and make informed healthcare decisions.

Supporting pediatric caregivers remotely

In pediatric genetics, parents are the primary recipients of information. So, a single parent may attend the telemedicine appointment while the other is at work or unable to join. Secure communication platforms allow for a written summary of the session to be sent to both caregivers, so that no detail is lost and that both parents can participate in the care process.

When both caregivers have access to the same trusted information, they are better equipped to coordinate treatment plans, seek second opinions, or pursue genetic testing for other family members if needed.

Research priorities

The study states the importance of future research in identifying how satisfaction varies depending on the type of information delivered. The researchers wrote, “Future research should evaluate patient compliance and views according to session type, information provided (e.g., diagnostic vs. negative results), and its nature (good vs. bad news).” 

The study also hints that the emotional weight of a consultation likely shapes how patients perceive their overall experience. Hence, communication strategies, including secure email follow-up, must adapt accordingly.

If a patient receives difficult news during a telemedicine session, an empathetic follow-up email can reinforce what was said, offer additional clarification, and provide next steps. This continuity of care could help prevent patients from feeling isolated or confused after their telemedicine appointment.

Building sustainable models 

The results of the study suggest that the future of genetic counseling should use a hybrid model. It must allow patients to choose between in-person and telemedicine consultations to optimize satisfaction across demographics and clinical contexts. 

For example, patients facing complex decisions who need more emotional support may opt for in-person appointments, while those needing results, clarification, or follow-up may find telemedicine both effective and preferable.

Moreover, integrating secure digital communication platforms into both formats ensures consistency and quality. Regardless of whether a patient is seen in person or online, they should have access to their provider via encrypted email for post-visit questions, record-keeping, and further support.

Policy implications for insurers

The findings also have implications for healthcare policy and insurance reimbursement. If patient satisfaction with telemedicine equals that of in-person care, then payment models should reflect that equivalence. Providers must be reimbursed fairly for the time and emotional labor involved in virtual consultations.

Furthermore, insurance companies and health systems should recognize how HIPAA compliant communication platforms, like Paubox, improve the patient experience. Investing in secure email infrastructure improves care quality and patient trust.

How to use HIPAA compliant emails

Sending consent forms and educational material

Before ordering genetic tests, like exome sequencing or non-invasive prenatal testing, counselors must obtain informed consent. HIPAA compliant email allows counselors to securely send consent forms, along with easy-to-read PDFs or infographics explaining test limitations, possible outcomes, and data-sharing policies. 

Patients can review these materials at home and reply with questions before signing. This improves transparency, so patient decisions are made with full understanding, while maintaining HIPAA compliance.

Clarifying post consultation summaries 

HIPAA compliant solutions, like Paubox, automatically encrypt outgoing emails, securing patients’ protected health information (PHI). Patients can easily access this information without having to navigate inconvenient patient portals or additional login details.

So, after delivering complex genetic information during a virtual session, like explaining a BRCA1 mutation, a counselor can send a HIPAA compliant email summarizing the discussion. A secure summary might include the gene involved, associated risks, potential management strategies, and links to trusted educational materials. 

Coordinating care across family members

In pediatrics, after disclosing that a child has a rare chromosomal disorder, the counselor can email both guardians a joint explanation of what the diagnosis means, available resources, and instructions for further testing. HIPAA compliant email allows families to remain informed and involved while preserving the child’s confidentiality.

Responding to emotional aftershock

Genetic test results often come with emotional weight. A patient who receives news of a Huntington’s disease gene might be too overwhelmed to absorb everything during the session. A secure follow-up email can gently reiterate the main points and provide contacts for psychological support, giving the patient space to re-engage on their terms. 

Allowing open dialogue 

Since genetic counseling doesn’t end at the appointment, patients could think of new questions days later. HIPAA compliant email enables them to ask follow-ups in a secure, asynchronous format, improving satisfaction. 

For example, a patient may want clarification on a specific genetic risk factor discussed during the appointment or may have thought of additional family history information to share with their genetic counselor. Paubox email allows for ongoing communication and support beyond the initial consultation, enhancing the overall patient experience.

Communicating variant reclassification updates

When a patient is diagnosed with a variant of uncertain significance (VUS), the variant might be reclassified as benign or pathogenic months after initial testing. Providers must then reach out to patients with these updates. A HIPAA compliant email lets genetic counselors securely contact the patient to explain the new classification, its implications, and whether further testing is recommended.

Coordinating multidisciplinary team input

For patients with complex hereditary conditions, like Lynch syndrome or Marfan syndrome, management often involves input from multiple specialists, including gastroenterologists, cardiologists, surgeons, and more. HIPAA compliant emails allow the genetic counselor to securely loop in relevant providers with a summary of the genetic findings, patient preferences, and recommended actions. 

Ultimately, the secure communication platform promotes collaborative care while protecting the patient’s genomic and health data across institutions.

Related: The intersection of HIPAA, GINA, and secure communication

FAQs

Does HIPAA apply to genetic counseling?

Yes. Genetic counselors must protect all patient information, including test results, family history, and inherited risk data.

Can genetic test results be emailed securely?

Yes, as long as the results are sent via a HIPAA compliant platform, like Paubox, which encrypts the message during transmission and at rest.

Is HIPAA compliance optional for private genetic practices?

No. All healthcare providers, including private and telehealth-based counselors, must comply with HIPAA rules. Violating HIPAA rules will put the counselor and organization at legal and financial risk.

Go deeper: The complete guide to HIPAA violations