Question

The way health care providers communicate with patients is continually evolving. In today's society, patients demand timely information that is easily accessible. As a manager, you may play a role in the decision to modify how you and your staff communicate with your patient population. Assume the role of practice manager for a large, multi-specialty group practice. It has been proposed that you begin using email for patient communication. Develop a presentation using PowerPoint, addressing the following:

Audience: Physicians and office managers

-Advantages and disadvantages of using e-mail communication for patient care

-Protection of privacy and confidentiality of patient information

Conduct additional research to determine the preference of both health care providers, and patients, regarding e-mail or other forms of electronic communication. What does the research say?

Answer 1

Slide 1

• In contemporary times electronic communication is popular and convenient.
• Thus health providers should communicate with their patients through email.
• For it they need to be fully aware about the laws related to it and the rules of email communication.

Slide 2

Advantages of using e-mail communication for patient care:

• It is speedy and is adaptable according to availability of both parties’ patient and healthcare providers.
• Patients can book, cancel appointments and healthcare providers can give information about follow up checkups very efficiently through this mode.
• It can be used for circulation of health information and newsletters for patients. Heath information web-links can be sent for educating patients.
• There will be time and staff cost saving as the call center expenditure will come down.
• The interpreted diagnostic reports and directions to take medication can be given through mail.

Slide 3.

Disadvantages of using e-mail communication for patient care:

• Security and privacy issues as information floats through internet.
• Back-up copies are made and are available in the computer system from where the mail is generated.
• There is little liability on e-mail communication on parties. They can deny that they have sent it. Identification of sender is difficult and many other people can go through the messages who have access to mail.

Slide 4

Protection of privacy and confidentiality of patient information

• The Health Insurance Portability and Accountability Act, 1996 states the specifications for internet communication. It also gives directions for keeping the information confidential among healthcare providers and patients.
• The American Medical Association also has set out guidelines for the same. It says that e-mail should be sent / received over secured server protected by firewall, and both parties should use encryption technology.
• It reserves sensitive information that cannot be e-mailed to patients.

Slide 5

Preference of health care providers, and patients, regarding e-mail communication

• The patients are very happy and eager for communication through mails. They are not much concerned about privacy issues.

• Patients are not happy to use encrypted technology.
• Older patients have concerns about using e-mail.
• But most of the healthcare providers consider it burdensome and are not much willing for its use. But evidence indicates it saves time.
• Healthcare providers are concerned over privacy / confidentiality and medico-legal issues.
• Healthcare providers are also worried about payments for doing additional work.

Slide 6

• The surveys and researches indicate that email should be used to complement traditional communication. Healthcare providers should know the legal situation surrounding it. They need to educate the patients also regarding it and protocol of using e-mail
• There should be an agreement between the parties that e-mails will not be shared with marketing firms. Patient should give their consent for e-mail communication.
• E-mail communication should never be for emergency or passing crucial information.
• The essence is to have empathetic relationship and eliminate abusing this mode.