In our electronic world, emails are an essential tool in making a good impression.
As an ophthalmic professional, your email communication is not just a business interaction — it’s a crucial aspect of patient care. With patients’ increasing reliance on electronic correspondence, our emails reflect our offices’ and physicians’ medical expertise. Mastering email etiquette is a professional skill and a direct contributor to patient satisfaction and trust. Here are some essential guidelines to ensure your emails convey the intended message and uphold a high standard of customer service.
The need for confidentiality
Let’s underscore the importance of patient confidentiality in all practice communication, especially in email correspondence. Laws such as the Health Insurance Portability and Accountability Act (HIPAA) mandate the constant protection of electronic patient information. Non-compliance can lead to legal consequences and significantly damage patient trust that we, as ophthalmic professionals, are committed to maintaining. Even if you correspond internally with your practice about a patient, it’s essential always to follow your practice’s security protocols, which often use encryption, when discussing a patient’s personal health information (PHI).
The art of the subject line
Adding a subject line is a top priority when sending an email. The subject line is the first thing that the recipient sees and it can influence how they prioritize their response. A well-crafted subject line not only informs the recipient about the email’s content but also empowers them to understand it at a glance. For instance, if you email a patient to confirm a changed appointment time, a subject line such as “Confirmation of your appointment change on [Specific Date]” is clear and informative, enabling the recipient to grasp the email’s content immediately.
Crafting the email body
When composing emails to your patients, it’s crucial to be clear, concise, and polite. Remember that your patient’s time is valuable, so getting straight to the point without sacrificing important details is essential. When composing your message, take the time to ensure it has a beginning, middle, and end. This structure maintains clarity and respects the recipient’s time, an essential aspect of exceptional customer service. We respect the recipient’s busy schedules and commitments by valuing the recipient’s time.
Example: Begin with a greeting that includes the patient’s name, such as “Dear [Patient’s Name],” and state the purpose of the email upfront. For example, you might write, “I’m writing to confirm the updated date and time of your appointment on Aug. 25.” You can provide additional details, such as reminders to arrive early or bring medication lists. Finally, end your email with a courteous message like, “Thank you for selecting ABC Ophthalmology. We look forward to seeing you on Aug. 25,” followed by your signature.
Emotional intelligence
Have you ever experienced a situation in which you read an email that made you angry, and in the heat of the moment, you responded with an equally angry message only to later realize that you may have misinterpreted the tone of the email? It is best to avoid writing an email when feeling emotional to avoid such misunderstandings. Emotions, especially anger or offense, can cloud one’s judgment. Instead, always assume the other person had positive intentions while writing their email. If the situation has merit and has genuinely affected you, take a moment to calm down before responding.
For instance, if you receive a complaint from a patient, do not reply immediately. Instead, take a moment to assess the situation. Once you are calm, draft a response that addresses the patient’s concerns without reflecting any frustration.
Tone matters
Have you ever sent an email only to find out later that the recipient found your message insensitive or upsetting? This issue highlights the importance of not just what you say, but also how you say it. Keep in mind that written communication often falls short of face-to-face interaction, as the person reading your email cannot hear your tone or see your body language. To avoid unintended interpretations, choose your words carefully. Use phrases such as “I’m happy to help” or “I can certainly check that for you” to convey a friendly tone and willingness to assist.
The devil is in the details
As an ophthalmic professional, an associated tie connects details such as spelling and grammar with much more significant care, such as medical decision-making. In many instances, you represent the physician providing ophthalmic expertise. Spelling errors can undermine your credibility and even erode patients’ confidence in your practice’s quality of care. When writing an email, use spell check and grammar editing functions to ensure your emails are error-free. Always reread your email before hitting “Send.” A quick review can catch errors that spell check might miss, allowing you to refine your message for maximum impact. Once more, check your spelling, dates, and times for accuracy.
Example: A message stating, “We have scheduled your appointment with Dr. Johnson for Thursday, April 27 at 3:00 p.m.” should be accurate to avoid any confusion.
Politeness and professionalism
Regardless of the situation, maintaining respect for all patients and coworkers is non-negotiable in email communication. Your email represents your practice’s values and commitment to customer satisfaction. Even if you receive a demanding or curt email from a colleague or supervisor, take time to regroup and ensure your response is polite. If you receive a challenging or complaining email from a patient, respond with empathy and a willingness to assist. This approach upholds your professionalism and contributes to a positive patient experience.
Conclusion
Professional emails are essential for ophthalmic professionals to deliver outstanding customer service. Crafting emails with clarity, politeness, and respect enhances the patient’s experience as well as builds trust and fosters long-term relationships. By spending a few extra moments checking your professionalism, accuracy, and tone, you can improve your ability to communicate effectively and increase customer satisfaction. OP
