Patient feedback, expressed voluntarily without the provider's procedure, reflects the true health care provided. A study on patient feedback from the BMJ Open provides an example of how this feedback can serve the healthcare experience, “Online patient feedback on NHS Choices … demonstrates that patients who post online feedback use it to provide positive reinforcement for staff, to suggest improvements to service delivery and organisation, and … contains a great deal of information about their expectations of care.” These spontaneous testimonials are more likely to give genuine insights into care quality.
Patient-initiated reports, like voluntary online surveys of adverse events, capture meaningful information that helps providers understand care experiences. Solicited testimonials, on the other hand, carry the risk of ethical issues, such as subtly pressuring patients or selectively posting only favorable responses.
A Cureus study also notes, “Our institution recently instituted a portal that allows patients to send non-urgent messages to their physicians to facilitate constructive conversation. These messages are linked to the patient’s electronic medical records and notify the doctor and their team when a message is received. This portal allows both the physician and nurse practitioner to respond quickly and efficiently to the patient's concern.”
At the same time, HIPAA compliant email makes sure that patient engagement remains safe and ethical. Secure email systems like Paubox encrypt messages, control access, and maintain audit trails, securing protected health information (PHI) when discussing care or sharing testimonials.
When patients are truly engaged in their care, they understand their health better and feel more confident about their treatment. They share insights and experiences that help providers spot gaps in care and improve how services are delivered. This kind of two-way communication gives patients a sense of ownership over their health.
As one source ‘Engaging patients in decision-making and behavior change to promote prevention’ explains, patient engagement can be understood as “patients, families, their representatives, and health professionals working in active partnership at various levels across the health care system – direct care, organizational design and governance, and policy making – to improve health and health care.”
When patients get involved in hospital planning or research, for instance, it can lead to higher participation in studies, more relevant outcomes, and better funding decisions. The impact doesn’t stop at personal health. When patients understand their care and take an active role, they naturally make choices that reduce unnecessary visits or prevent complications.
Providers who work alongside patients to address barriers see better results without wasting resources.
The 2024 McLean Hospital email archive breach illustrates just how vulnerable patient information can be when email systems aren’t properly secured. Over 2,000 patient records, including MRI results, contact details, Social Security numbers, insurance information, and clinical data, were accessed without authorization between June 2020 and early 2024.
Incidents like this show how secure, compliant email systems keep patient information safe by encrypting it both while it’s being sent and when it’s stored. This protects privacy while still letting doctors educate patients and coordinate care efficiently.
Ethical guidelines for physician-patient email stress the need for getting consent and documenting any risks, which helps build trust and prevent mistakes like accidental disclosures. Using non-secure channels, on the other hand, can increase the risk of negligence, while secure email makes it easier to handle breach notifications, stay accountable, and reduce potential legal problems.
Compliant systems also create audit trails, providing clear documentation for regulators and promoting transparency, while unsecured methods can fall short and even lead to hefty fines. In telehealth, encrypted email helps keep care running smoothly.
See also: Ethical email marketing for healthcare organizations
Write emails that feel personal and inviting, without pressuring anyone to share. Patients are more likely to respond when messages show how their stories could help others facing similar experiences.
In a Journal of Medical Internet Research study, one volunteer wrote, “I would be happy to talk about my experiences…as I have been frustrated lately with the disease…that it would help me to talk about it and hopefully gain some insight that I have been missing.” Simple touches, like including a link to an easy-to-use story template, make participation effortless and increase submissions.
Use straightforward subject lines, such as “Optional: Share Your Care Experience,” and include a short note on what to focus on, like one experience per story. The paper ‘Guidelines for the Clinical Use of Electronic Mail with Patients’ notes, “a hybrid between letter writing and the spoken word,” giving patients time to respond thoughtfully while avoiding the interruptions of phone calls.
Structured prompts like these help patients submit meaningful, authentic stories without feeling pressured. Auto-replies that remind recipients their participation is voluntary, and their privacy is protected, further build trust.
Follow up with polite reminders after discharge, such as “Friendly reminder: Your insights matter,” to keep engagement steady.
‘The Effect of Periodic Email Prompts on Participant Engagement With a Behavior Change mHealth App’ reflects findings that “periodic email prompts can positively influence participant engagement with a behavior change mHealth app, albeit to a limited extent.”
Periodic, well-timed messages encourage participation without overwhelming recipients. Tailoring reminders to the stage of care makes them even more relevant.
Be clear about consent, anonymity, and secure submission. When patients feel that risks are low, they’re more willing to share meaningful stories.
In another study ‘Exploring the Impact of Storytelling for Hospitalized Patients Recovering from COVID-19, one participant noted, “So email was really the only option for me” when coping with cognitive and emotional challenges after COVID-19.
Offering multiple ways to submit, whether text or video, also improves accessibility and encourages more voices to be heard.
Most physician messages (around 72% according to ‘E-mail in patient–provider communication: A systematic review’) focus on providing information, but they also respond to patient concerns in ways that feel personal, almost like a face-to-face conversation.
For patients undergoing chemotherapy, frequent email communication has even been linked to better two-year survival rates, especially when providers respond quickly; about 73% of messages get replies within two days.
Beyond clinical updates, emails especially secure methods like Paubox software, give patients easier access to care, empower them to take an active role in managing their health, and meet informational needs.
Yes, HIPAA requires providers to obtain patient consent or acknowledgment before sending PHI via email.
HIPAA compliant email uses encryption, secure servers, and access controls to protect patient information.
It can be used only if the patient is informed of the risks and consents to receiving PHI via standard email.