Using emails to address communication barriers in healthcare

Healthcare providers can use HIPAA compliant emails to address communication barriers such as medical jargon, language differences, and cultural nuances for better accessibility in healthcare communication.

Communication barriers in healthcare

In the study Communication Barriers Between Patients and Healthcare Providers, the researchers explain that “Communication is a multifaceted, multifactorial phenomenon as well as a dynamic, complex process that is directly influenced by the setting in which one shares experiences.”

The study further notes that “providing high-quality nursing care is [required for] effective communication, which promotes patient satisfaction and wellness.”

Patients rely on healthcare providers to explain diagnoses, treatment options, medications, and follow-up care in ways they can understand. However, communication challenges frequently interfere with this process, leading to misunderstandings, frustration, and poorer health outcomes.

According to the study, “the majority of research has noted problematic healthcare providers-patient relationships.” In addition, the authors conclude that “poor communication skills (or the failure to use them) has a detrimental effect on the services offered to patients.”

HIPAA compliant email communication can help healthcare organizations overcome many of these communication barriers as it provides secure and patient-friendly methods of sharing protected health information (PHI).

Why communication matters in healthcare

“Achieving successful healthcare outcomes requires effective communication between patients and healthcare providers,” the research article elaborates. Communication affects how patients perceive care and whether they follow treatment instructions.

The authors also explain that “Healthcare providers’ ability to communicate effectively is essential for providing quality care, which helps reduce symptoms of anxiety, guilt, discomfort, and sickness.”

When communication is effective, healthcare providers can improve the patient experience while supporting better health outcomes. According to the study, healthcare providers can “improve the patient's physiological and functional state and promote patient happiness, acceptance, compliance, and cooperation with the medical team.”

HIPAA compliant emails give patients asynchronous access to their healthcare information, so they can review at their own pace. Secure email communication allows them to revisit important information later, reducing confusion.

How HIPAA compliant emails can help

Break down medical terminology

The research study specifically identifies the “Use of terminology” as a major communication barrier. The researchers explain, “Technical terminology and clinical acronyms should not be used with patients, even though they might be a useful communication tool for professionals in the same field.”

Patients may not always admit they do not understand medical language. According to the study, “They might not ask the healthcare professionals for a clear English translation even if they might not comprehend.”

HIPAA compliant emails can help providers simplify healthcare communication as information is presented in plain language. Providers can simply explain diagnoses, medications, treatment plans, and discharge instructions.

For example, instead of using complex terms like “hypertension,” providers can explain that a patient has “high blood pressure.” Rather than saying “myocardial infarction,” providers can use “heart attack.” These simpler explanations may improve patient understanding and reduce the risk of misunderstandings.

Written communication also gives providers more time to organize information clearly. Emails can include bullet points and step-by-step instructions that are easy for patients to follow.

Additionally, providers can include secure links to educational resources, videos, infographics, or diagrams that further explain medical concepts. Patients can then reply to these secure emails if they need clarification.

Address language barriers

Language differences are another major challenge in healthcare communication. Patients with limited English proficiency may struggle to understand diagnoses, treatment plans, medication instructions, or consent forms.

The researchers cite previous findings showing that healthcare organizations may need to use “interpreters, digital translation tools and multilingual eHealth applications” to improve communication.

Similarly, the study references research showing that healthcare systems should “increase awareness of barriers related to verbal and nonverbal barriers to cross-cultural communication.”

HIPAA compliant email solutions, like Paubox, can support multilingual communication strategies that help patients receive healthcare information in their preferred language. Providers can collaborate with interpreters or multilingual staff to create secure emails tailored to patients’ linguistic needs.

For example, clinics serving multilingual populations can send appointment reminders in multiple languages, medication instructions translated into a patient’s preferred language, preventive care education materials, and follow-up instructions after procedures.

Written communication provides additional benefits because patients can reread information whenever necessary and share it with family members or caregivers for support.

Manage cultural differences

The study identifies “Values and beliefs” as an important communication barrier. According to the researchers, “On the basis of their societal or cultural views, values, traditions, biases, and prejudices, everyone makes assumptions.” Hence, healthcare providers must “be aware of patients' presumptions since they may cause them to misinterpret, reinterpret, or even ignore what medical professionals are telling them.”

The study also found that “Patients' cultural beliefs about illness interfere with diagnosis and treatment.”

HIPAA compliant emails allow providers to personalize communication in culturally sensitive ways. So, providers can tailor educational materials to align with patients’ cultural beliefs and preferences. For instance, if a diabetic patient follows a kosher diet, the provider can offer resources on how to manage diabetes while adhering to kosher dietary restrictions.

The study references findings that “decreasing cultural barriers in healthcare communication requires a shift from patient-centered to more family-centered communication.”

HIPAA compliant emails can make it easier to involve authorized family members or caregivers in healthcare discussions when appropriate. Paubox email, for example, uses advanced access controls to prevent unauthorized access to PHI, so only those authorized individuals can access the information.

Help patients with low health literacy

The study states that, “Health literacy is a skill that only 12% of adults possess, and it is well known that patients with low health literacy struggle to comprehend written medical information, communicate with healthcare professionals, and follow self-care recommendations.”

Providers can use HIPAA compliant emails to break concepts into smaller sections. These emails can include simple explanations of diagnoses, preventive health tips, wellness education, and lifestyle recommendations.

Providers can also use HIPAA compliant emails to reinforce verbal conversations from appointments, so patients can revisit health information if needed. The study also urges healthcare organizations to address communication barriers because “effective communication is impossible without a thorough awareness of the other party's perceptions.”

Secure emails facilitate bidirectional communication, helping providers to better understand patient concerns and clarify confusing information before problems escalate.

Address time limitations and workload

The study specifically identifies “Time limitations” as a major communication barrier and explains that “communication is significantly hampered by time or a lack thereof.” The researchers note that “nurses working under pressure may overlook the quality of communication when presented with conflicting expectations.”

Furthermore, communication barriers are often associated with “high workload, insufficient time for doctors or nurses,” and “wherever there is a high workload in a division, there will be a communication barrier caused by insufficient time.”

HIPAA compliant email communication helps reduce some of these pressures as it improves efficiency while still supporting quality communication. For example, providers can use secure emails to send appointment reminders, answer routine patient questions, deliver lab results, and coordinate care among healthcare teams for better health outcomes.

Support patient satisfaction and quality care

According to the researchers, “The effectiveness of communication between nurses and patients is a crucial factor in patient satisfaction.”

HIPAA compliant emails support patient-centered care as they allow providers to securely send personalized emails. These emails can be tailored to the patient’s needs, keeping them informed and involved in their care.

Secure email communication also helps create continuity between appointments, strengthening long-term patient-provider relationships. Patients can ask questions and receive follow-up support without unnecessary delays associated with traveling to visit a medical care facility.

As the study concludes, “the communication barriers between patients and healthcare providers should be recognized by both parts of the healthcare system, regarding the high satisfaction of patients and good work environment of the healthcare providers.”

Related: How HIPAA compliant email can improve patient satisfaction

FAQs

Are standard emails secure for discussing sensitive healthcare information?

No, standard emails do not provide the necessary encryption to protect sensitive healthcare information from potential breaches. So, providers must use a HIPAA compliant email platform, like Paubox, to safeguard patients' protected health information (PHI) during transmission and at rest.

Do emails improve collaboration among healthcare providers?

Yes, HIPAA compliant emails can facilitate interdisciplinary discussions, consultations, and knowledge exchange among healthcare providers, promoting collaboration and enhancing clinical decision-making.

Read also: An approach to shared decision-making using HIPAA compliant email

Can providers email patients with disabilities?

Yes, emails can be tailored to accommodate diverse needs and abilities, using features like screen readers and alternative text to ensure accessibility for patients with disabilities.

Read also: Email for mental healthcare access in people with disabilities