Resources for older patients navigating HIPAA compliant email

Healthcare has taken a shift into the digital age with the prevalence of technology especially seen in the extensive use of electronic communications. Older patients experience difficulties in using technology due to the combination of physical, cognitive, and emotional factors. The existence of additional visual and hearing impairments can create a feeling of anxiety in these patients when faced with an unfamiliar resource.

The use of HIPAA compliant email in healthcare practices 

HIPAA compliant email is an accessible method of sharing information that far exceeds the benefits of traditional methods like phone calls or mail. Once they receive an email they can read and refer back to the information provided at their own pace and respond when it’s convenient. In older patients, this can be a beneficial method of communicating healthcare needs and treatment plans. 

A study from the Journal of Medical Internet Research said, “Older patients would likely benefit most from electronic correspondence with their physicians. We found that nearly half the patients surveyed were indeed enthusiastic about using email with physicians.”

Some older patients may face difficulties in adopting the use of technology to communicate. This challenge is an opportunity for healthcare providers. Through the provision of resources and clear guidelines, practices can educate older patients on the use of email to communicate with them. It is this degree of support that assists in fostering a stronger doctor-patient relationship that bleeds from assistance with the use of technology to improve patient care interactions. 

The central areas of education

1. Email setup: Provide step-by-step instructions on how to create and set up an email account including choosing an email provider. 
2. Navigating the email interface: Offer simple tutorials on how to navigate the inbox, compose, and reply to emails. 
3. Email security and privacy: Educate older patients on what phishing emails are and how to avoid them by creating secure passwords. 
4. Email etiquette: Provide guidelines on how to write clear emails. Offering prompts or templates can go a long way in assisting patients in initially sending emails. 
5. Setting up and managing appointments: Teach patients how to schedule, confirm, or reschedule appointments using email. 
6. Accessing health information: Guide patients on how to use email to request or receive medical records, test results, and other health-related information. 

How to provide resources to older patients

Create simple, clear written guides and tutorials

The first step in educating older patients is providing easy-to-understand written materials that can be shared as physical media. These include: 

• Written instructions that outline how to set up an email account, compose, send, and reply to emails with plenty of images for visual guidance.
• Lists of short videos that demonstrate the entire process of using email. These videos should be accessible through common video platforms like YouTube.  

Offer phone or virtual tutorials 

• A trained staff member can walk patients through tasks like sending their first email or reading an appointment reminder. 
• Group workshops can be held virtually or in-person to teach patients how to use email and foster a sense of community learning in a comfortable supportive environment. 

Prioritize accessibility features and adaptations 

Many older patients face vision, dexterity, or memory challenges. To account for this healthcare practices can: 

• Adjust font size and contrast
• Use voice-to-text tools 
• Recommend patients use larger touch screens

Provide follow up and ongoing assistance

• Inform patients about support lines or help desks for troubleshooting common issues. 
• Healthcare organizations can send periodic reminders, instructional practice emails, or newsletters with key concepts. 

Related: Accessibility and readability best practices for healthcare emails

FAQs

What is the problem with using mail and telephone communications to convey information to patients? 

Using mail and telephonic communications with patients can be insecure and open up PHI to the risk of exposure. 

Do patients have a choice in how they are communicated with? 

Yes, if patients prefer an alternative form of communication to what the organizations provide, they can express this.