According to a research article titled ‘Jargon Be Gone – Patient Preference in Doctor Communication,’ patients “perceived the jargon-using doctor more negatively, describing them as cold, condescending, and difficult to understand, while the doctor who communicated without medical jargon was more positively received, described as empathetic, approachable, and a good communicator.”

When providers use HIPAA compliant email, they must avoid medical jargon to improve patient engagement and build trust.

 

The hidden cost of medical jargon

In the abovementioned study, the researchers presented participants with two versions of the same clinical conversation. One doctor used extensive medical terminology, while the other communicated the same information using plain language. In the end, “91% of survey respondents preferred the doctor who communicated without medical jargon."

Patients want information they can understand. Providers who send HIPAA compliant emails for post-discharge instructions, preventive care reminders, patient education materials, or chronic disease management resources must use simple language, as this affects how patients receive their provider’s message. If patients struggle to understand an email, they are less likely to engage with it and follow recommendations.

 

Patients associate plain language with better care

In the article on patient preferences, participants described the doctor who used medical jargon in overwhelmingly negative terms. The most common themes included confusion, excessive technicality, and a lack of caring.

More specifically, one participant described the jargon-heavy communication as, "Gibberish, nobody would understand this. Useless information." Another respondent said the doctor "Used words that were too big, too technical for the average person." Others viewed the physician as detached or uninterested in the patient's needs, describing them as "Not interested in my well-being."

In contrast, patients viewed the jargon-free physician more positively, stating that those who used plain language were a "good communicator," "caring or empathetic," and "approachable." One participant described the provider as "Very easy to understand, and most people would comprehend and be more at ease."

Another described the doctor as "Tuned in, empathetic,” while a third respondent noted, “I would feel like this doctor is someone I can actually talk to about my concerns."

These findings show that a provider’s communication style influences patient perceptions of compassion. i.e., when patients understand what their doctor is saying, they perceive them as more caring.

 

How HIPAA compliant emails can help

Under federal law, healthcare organizations must secure individuals’ protected health information (PHI) during electronic communications. HIPAA compliant email solutions, like Paubox, use advanced security measures to safeguard PHI during transmission and at rest.

However, this does not guarantee a patient’s understanding of the message. Patients should not need a medical dictionary to interpret healthcare emails. These emails must be simple enough to help people make informed decisions about their health.

 

Understanding ‘doctor talk’

According to the research article, 40% of respondents felt that clinicians become so accustomed to medical language that they struggle to switch to patient-friendly communication. One participant explained, “They get in, or they are always in 'doctor mode' and some doctors have a hard time making the code switch from Dr. speak to patient speak."

Healthcare organizations must understand this when creating patient email campaigns, since terms that seem straightforward to healthcare professionals may be unfamiliar to patients.

For example, providers should avoid using terms like “hypertension” instead of high blood pressure, “myocardial infarction” instead of heart attack, “edema” instead of swelling, and “ambulatory” instead of walking.

Using these simple terms can help translate providers’ expertise into a language patients understand.

 

Confusion reduces patient engagement

Healthcare emails must encourage patient action. Organizations can use Paubox email to schedule preventive screenings, send follow-up appointment reminders, provide patients with educational resources, and encourage them to participate in wellness programs.

In the study, 45% of participants described the jargon-using doctor as causing confusion. That matters because confused patients are less likely to engage with the message. More specifically, if a patient encounters unfamiliar terminology, they may stop reading the email, ignore future emails, delay follow-up care, or even misinterpret instructions.

The result is reduced effectiveness of even the most carefully planned patient communication strategy. HIPAA compliant email works best when messages are secure and easy to understand.

 

Plain language supports health literacy

Healthy People 2030 defines personal health literacy as “The degree to which individuals have the ability to find, understand, and use information and services to inform health-related decisions and actions for themselves and others.” To improve health literacy, providers must present information that patients can act upon.

The abovementioned study on patient preferences found that even among a highly educated sample (where more than 60% of participants held bachelor's degrees or higher), many still found medical jargon confusing.

The researchers noted, "Greater than 40% of our participants indicated that they found the jargon-using doctor to be confusing." This finding challenges a common assumption that education level protects against misunderstanding medical terminology.

As such, healthcare organizations should never assume patients understand clinical language simply because they are educated.

 

How jargon can damage trust

Patients who trust their providers are more likely to follow treatment plans, attend appointments, participate in preventive care, and remain engaged over time. However, complicated medical jargon can undermine that trust.

The study found that some participants interpreted medical jargon negatively, associating it with poor communication and lack of empathy. Participants believed clinicians sometimes use jargon because "They don't realize not everyone understands technical information."

Others suggested clinicians use jargon, "To make them feel that they are better than you because they spent years in school." Another participant felt jargon reflected a lack of connection, "Because they're not tuned in to their patients, unempathetic or arrogant, and don't care if they're connecting with their patients."

Whether or not these perceptions are accurate, they matter as patients judge communication based on how it makes them feel.

While HIPAA compliant email communication is already proven to improve patient trust, an email that is perceived as condescending may inadvertently weaken the relationship between provider and patient.

Go deeper: How HIPAA compliance improves patient trust

 

How to implement jargon-free HIPAA compliant emails

Use common words whenever possible

Using simple language can improve patient understanding. For example, if a patient presents with a sore throat, instead of using medical jargon like "pharyngitis," simply state "sore throat" to maintain clear communication. Additionally, avoid using abbreviations or acronyms that may confuse patients and compromise their privacy.

 

Explain necessary medical terms

Sometimes medical terminology is unavoidable, but when this happens, providers must define the term immediately.

For example, a HIPAA compliant email could say, “Your echocardiogram, an ultrasound test that examines your heart, showed normal function." In this email, the patient is educated, and the provider’s intent remains clear.

 

Write like you're speaking to a patient

The study found patients preferred communication that felt approachable and empathetic. One participant described the jargon-free doctor as, "Very informative. Gave me a sense of what is going on with me in easy terms and explained the thought process of why I should be getting a test."

HIPAA compliant emails should have this same conversational style, where providers write as though they're speaking directly with a patient during an appointment.

 

Include a call to action

Patients need to know what information means and what they should do next. HIPAA compliant emails should clarify why the information matters, what actions are recommended, when patients should follow up, and where they can get help. Including these steps will help promote patient engagement, linking back to better health outcomes.

 

Test communications with non-clinical staff

Healthcare organizations should test the efficacy of their patient emails on non-clinical staff before distribution. If someone without medical training struggles to understand the message, patients may struggle too.

 

Maintain clinical relevance

Avoiding jargon does not mean eliminating all medical terminology. The abovementioned study identified a small percentage of participants who perceived the jargon-free doctor as too vague, while others viewed the jargon-using doctor as competent.

One participant specifically mentions, "I would appreciate some more hard info." This shows that although patients want clarity, they also want confidence in their provider's expertise. The solution is to use HIPAA compliant emails that include explanations of medical concepts, keeping patients informed about their health conditions.

 

FAQs

Do providers need patient consent for HIPAA compliant emails?

Yes, a provider must get explicit patient consent before sharing their PHI through HIPAA compliant emails.

Learn more: A HIPAA consent form template that's easy to share

 

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 HIPAA compliant emails require special training for users?

No, HIPAA compliant emails use standard email protocols, like Simple Mail Transfer Protocol (SMTP) and Transport Layer Security (TLS), making them intuitive and familiar for users.

However, provider organizations should offer brief training sessions, so users understand best practices for handling sensitive information, like PHI, and adhering to HIPAA regulations.