Another emerging theme is errors involving auto-complete — where software programs default to recently or frequently used addresses. Patients may have more than one email address. They may not want information sent to a work or shared email for example, so make sure you check which address they want you to use.
To avoid such errors, you could ask the patient to email you requesting the information and giving consent to reply using email. Your policy needs to address whether and how you will send particular types of information, for example results, prescriptions, or referrals. Some clinical or sensitive information should ideally be sent in a password-protected file. You will need to make this determination.
In this case, make sure you take care to avoid including sensitive information in the body of the email. Your process also needs to include a protocol for providing the password for example, phone the patient with the password. The best course is to avoid sending email to unintended recipients. However, it is useful to have a privacy disclaimer on all emails leaving the practice as an additional protection. Make sure your policy also addresses how clinical images sent to a practitioner, for example as part of a telehealth consultation will be used and stored.
Even if your patient consents to communication by email, there may be circumstances in which you are not comfortable emailing them the information.
It may be particularly sensitive or detailed or need a complex explanation. It is always appropriate to exercise your clinical judgement to decline to send such information by email.
You may consider a face-to-face consultation is necessary in limited circumstances, telehealth may be suitable. You may also find that a patient responds to an email with further questions. Try to avoid back-and-forth conversations over email because there is a risk that these will turn into a chain of correspondence and you may find yourself providing medical advice without a proper consultation.
In such situations, it is appropriate to decline to respond further via email and ask the patient to make an appointment. Delegate the task to an employee to monitor the emails being sent to the practice via the website email link.
You can use keywords to block certain emails. You can send time sensitive information by email, but you do need some safeguards in place to be sure the information has been received and actioned.
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