Maintaining empathy in HIPAA compliant written communication

Empathy is taken to involve shared understanding, and making a therapeutically helpful suggestion based on that shared understanding. When the concept of empathy is applied consistently it stands to improve communication as well as the health outcomes of patients. 

Empathy in healthcare 

Understanding a patient’s emotions, concerns, and perspectives allows healthcare providers to tailor diagnoses and treatment plans in a way that relates to the patient's individual needs. Empathy, beyond existing as an ethical standard, is proven to contribute to the achievement of tailored patient care. In written communication, whether email or text messaging, empathy needs to be reflected to maintain clarity. 

This is achieved by allowing patients to feel understood, creating an environment where they feel as though their care and treatment are at the forefront. A review published in the Journal of the Royal Society of Medicine, “Practitioners who take time to enhance how they express empathy and deliver positive messages are likely to bring small improvements to a range of psychological and physical patient conditions…” Empathetic writing can help reduce anxiety in sensitive areas where patients already feel vulnerable. 

Why written communication is important 

Unlike verbal communication, written records provide a permanent reference that healthcare professionals can consult to confirm diagnosis and easily communicate with patients. The continuity also allows for the complex cases handled by multiple practitioners to be handed securely whilst ensuring information can be confirmed and therefore remains accurate. Despite its benefits, the tone of written communications can often result in a cold and clinical relationship between patient and provider if practices are not in place to promote empathetic language. 

The characteristics of empathy in written communication

1. Perceptive to emotional responses: Due to the potential for highly sensitive information to be shared, any written responses need to maintain a tone that preempts potential anxiety and provides reassurance.
2. A balance between transparency and sensitivity: A practitioner may need to be clear about treatment risks while also recognizing the patient's fear. Empathy can be shown by providing honest information but framing it in a way that reduces fear if possible. 
3. Tailor language to cognitive and emotional states: Practitioners might simplify their explanations for patients who are likely overwhelmed or anxious, avoiding technical terms or breaking up complex information into digestible pieces.
4. Maintain cultural and contextual awareness: In diverse patient populations, practitioners should avoid assumptions and use culturally neutral or appropriate language that shows respect for the recipient's background. 
5. Avoiding overpromise: Avoid unrealistic guarantees while still offering hope. Statements like: “We are committed to doing everything we can to ensure the best possible outcomes.” provide a neutral but reassuring tone. 
6. Pacing the delivery of information: Control the pace of the information delivery so that information is shared in stages and not all at once for recipients to absorb, process, and react at a manageable pace. 
   
   

How to ensure communication remains HIPAA compliant

Using HIPAA compliant email and HIPAA compliant text messaging services like those provided by Paubox allows for written communication to remain compliant. These services are built with compliance in mind, offering features like encryption and audit logs alongside a host of other features. This takes the thinking out of ensuring each email or text message sent is encrypted and provides organizations with the time to focus on developing policies related to creating more productive conversations with patients.  

How to maintain empathy in written communication

Use clear compassionate language

• Avoid jargon, complex terminology, or ambiguous language that could confuse or overwhelm the reader. 
• Compassionate language also involves using gentle and supportive phrases that show care and understanding. 
  
  

Acknowledge the reader's perspective

• Begin by acknowledging the patient's feelings, challenges, or concerns. 
• Acknowledge the reader’s emotional state validate their feelings and create a connection. 
  
  

Personalize the message

• Avoid generic responses and address the individual's unique situation or emotions. 
• For example, use the recipient's name and refer to details they have shared to demonstrate attentiveness and care. 
  
  

Maintain a warm and supportive tone

• A warm, friendly, and supportive tone helps reduce the emotional distance that written communication can sometimes create. 
• Avoid formal or cold language that can come across as indifferent. 
  
  

Use active listening (or reading) skills

• Before replying, make sure to fully understand the patient's concerns by rereading the message. 
• Address specific issues they’ve raised, rather than offering a generic response. 

Related: Characteristics of effective communication in a mental health setting

FAQs

What is a person first language?

Person first language is a way of speaking that emphasizes the individual before their condition.

Is consent necessary to text patients?

Yes.

Which mental health principles can benefit healthcare communications?

Mental health principles like active listening, empathy, and clear communication.