Develop expertise in effective digital communication with patients, ensuring compliance with privacy regulations and enhancing patient engagement.
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In today’s digital age, healthcare providers are increasingly utilizing electronic communication to engage with patients. This guidance outlines essential steps to ensure that messages sent via text, email, or other platforms are both legal and appropriate. Understanding how to responsibly interact with patients regarding their care is vital for maintaining trust and confidentiality.
This guidance does not extend to internal communications among healthcare professionals or messages unrelated to patient care, such as fundraising efforts or research inquiries. For clarification on these categories, refer to NHS England’s resources regarding direct marketing.
Documenting communications
Maintaining an accurate record of all digital communications is paramount. When sending messages to patients or service users, documenting these interactions in the patient’s health record is necessary. This documentation can be a direct copy of the message or a concise summary, essential for tracking communications and addressing future inquiries from the patient.
Automated recording systems
Many healthcare organizations employ automated systems to log communications with patients. If such a system is in place, manual documentation may not be required. Regardless of the method, ensuring that all communications are recorded supports both patient care and compliance with regulations.
Understanding consent and communication boundaries
Typically, healthcare providers do not require explicit consent from patients to send messages related to their individual care. For detailed information on the legal bases for communication, healthcare professionals should consult the relevant guidelines.
When sending messages about health services, it is crucial to address the correct recipient. For instance, an appointment reminder should only be sent to the individual for whom the appointment is scheduled, and test results should be communicated solely to the person who underwent testing. There are exceptions, such as when a parent or legal guardian is involved, or when a patient has granted explicit consent for a third party to receive their health information.
Sensitive topics and proxy communication
Even with consent, care must be taken when sharing information that may be sensitive to the patient. For example, a message confirming an appointment for a sensitive procedure could lead to uncomfortable questions from a proxy. In such cases, it is advisable to check with the patient before disclosing information to anyone else. If there is uncertainty, consulting a Caldicott Guardian can provide guidance on best practices.
Respecting contact preferences and handling objections
As part of the patient registration process, healthcare providers should confirm contact details and inquire about preferred communication methods. It is essential to respect these preferences while ensuring that important health information reaches the patient. If a patient prefers texts but email is the only feasible option for urgent information, using email may be necessary.
Addressing patient objections
Objections differ from contact preferences. If a patient explicitly requests not to receive messages through a specific channel, understanding their reasoning is crucial. Engaging in dialogue can help address their concerns and determine if there is a valid reason to override their objection. Always document any objections in the patient’s record to ensure clarity and compliance.
Minimizing risks in electronic communication
When sending messages, it is vital to consider the potential risks of disclosing confidential information. Each message carries the risk that unintended recipients may view the content. To mitigate this, carefully evaluate the information included in your messages. For example, when sharing test results, indicate that results are available, encouraging the recipient to contact the office for details rather than specifying the condition.
Identifying secure communication platforms
This guidance does not extend to internal communications among healthcare professionals or messages unrelated to patient care, such as fundraising efforts or research inquiries. For clarification on these categories, refer to NHS England’s resources regarding direct marketing.0
Emergency communications
This guidance does not extend to internal communications among healthcare professionals or messages unrelated to patient care, such as fundraising efforts or research inquiries. For clarification on these categories, refer to NHS England’s resources regarding direct marketing.1
