Email Communication

Before You Use Email Communication

For some of you, your health care provider will be available to communicate with you via email. Email can be a great way to communicate because you can be thoughtful about what you write in your message and you can take your time. You can also send messages at your convenience, for example in the evening after your provider’s office has closed and when you finally have time to get your thoughts together.

What to Ask

Here are some guidelines about important questions to ask:

1. Who will have access to your email messages?

It is likely that a nurse or secretary will screen and review a physician’s messages so they can be prioritized and routed to the right person. For example, questions about appointments should be routed to the appointment secretary. Questions about medications may be evaluated by a nurse before being routed to the provider. Some providers have their staff print out and file email messages in your medical file.

2. How long will it take to receive a response to an email?

Some providers may put aside time for answering email and phone messages. Some may have specific guidelines for how quickly they will be responding to emails. Asking about this ahead of time will help you know how long you may have to wait for a response. Some providers may allow one to two days to respond to email. This may depend on how many emails they receive daily from patients.

3. Will your provider’s messages be encrypted (protected by a security code) to increase security of the message?

You might want to ask about how your provider will keep your messages secure before deciding to communicate with her or him via email.

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When Not to Use Email

Do not use email in the following situations:

1. For medical emergencies or any time-sensitive issues. You are unlikely to receive an immediate reply, so if your issue is urgent or time sensitive, pick up the phone and call instead.

2. To describe new health problems. Make an appointment so that your provider can take a full history and determine what steps should be taken next.

3. For highly sensitive or confidential subjects. Messages can be intercepted, and there is always the potential of transmission of email messages to unintended recipients.

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When to Use Email

Use email for these situations:

1. For clarification of information: “Do I need to take medication X even if I’m not having any symptoms?”

2. Reporting worsening of symptoms or new symptoms of an existing health problem: “For the past two days I’ve had nausea after taking my medication. Is this normal?”

3. To inquire about test results: “When will you have the results of my X test? The test was done last Thursday.”

4. Request for medication refills. Don’t forget to include your pharmacy’s phone number. It will make it easier for your provider’s office to call the refill in to your local pharmacy.

5. Questions about insurance coverage or billing issues. For example, “Will this be applied to my insurance deductible?”

6. To report health measurements taken at home, such as blood glucose levels, blood pressure, and weight.
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Tips for Emailing Your Provider

1. Keep your messages brief and to the point.

Having more than one or two questions indicates you should speak to your provider either in person or over the phone. Emails should be used when you have a quick question or two that can be quickly and easily dealt with in an email communication.

2. Don’t be surprised if the person who responds to your email is a nurse or office staff person.

Most communications with health care providers, whether by phone or email, are facilitated by office staff, such as a nurse or secretary. For example, if you’re inquiring about a prescription, your provider may instruct his nurse to respond to you. If you’re inquiring about an appointment, the appointment secretary may be the person who responds to your message.

3. Don’t expect an instant or even a quick reply.

Many providers will not respond until a designated time during the day that is set aside for phone calls and emails. Some health care providers may have guidelines in terms of response time, e.g., phone calls within eight hours, emails within one to two days. Response time will depend in part upon how many emails your provider receives daily.

Be sure to include your full name and some identification number (e.g., patient ID#) because many email addresses are cryptic or do not contain your full name.

4. Use the subject line of your email to designate the purpose of the email.

For example, use terms such as the following to indicate the type of email you’re sending:

• appointment question
• billing question
• treatment question
• medication question
• prescription refill
• lab results

This will help your provider route your message to the proper person, and prioritize it if necessary. Once you get a response from your provider to your question or issue, acknowledge your receipt of their response by sending a brief reply. That lets them know you received the information they sent you.
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