Healthcare providers must understand the factors influencing patient engagement and interaction participation. Furthermore, healthcare organizations should provide staff with communication skills training to overcome communication barriers and promote better health outcomes.
Patients often face difficulties in healthcare interactions that influence how they engage with their clinicians. Drawing from a qualitative study on patients' perspectives of factors in healthcare interactions, there are nine factors influencing active participation.
These factors include:
Capability
Opportunity
Motivation
Some patients feel empowered to engage actively with clinicians, often due to their personal characteristics. As one study participant stated, “I’m a very confident… sort of person who will ask a lot of questions,” describing their inquisitive approach to healthcare.
However, not all patients share this confidence. For many, the thought of asking questions or clarifying information can lead to feelings of anxiety. One participant noted, “I know you say clarify with the pharmacist, but not everyone feels comfortable clarifying… I think that can even create more anxiety for the patient.”
Moreover, older generations, in particular, may find it challenging to question clinicians. “The younger generation… might be fine with it, but some people in my age group and older, would have trouble questioning,” said an older participant.
Another barrier to effective communication is the emotional stress patients often experience during consultations. When faced with overwhelming medical information, some find it difficult to process and ask clarifying questions. “It’s very hard to absorb news… your brain just goes completely blank,” another participant stated.
Time constraints can be a major obstacle to effective patient communication. According to the study, many participants noted feeling rushed during appointments, which made it difficult to fully address their concerns or ask questions.
One participant shared, “Sometimes doctors only have a certain amount of time, and you feel like you have to hurry up because they have the next patient… you don’t feel like you can talk about everything that’s bothering you.”
Additionally, promoting a trusting patient-provider relationship facilitates open communication. Patients with an established rapport with their healthcare provider are more likely to speak up stating, “I would ask questions with someone I have rapport with, an ongoing relationship.”
Conversely, unfamiliarity with clinicians, particularly specialists, can cause hesitation. The perception of a power imbalance between patients and clinicians exacerbates this issue. One participant compared talking to a doctor to “trying to talk to your school principal when you’re a kid,” illustrating how intimidation can silence patients.
In response to these challenges, healthcare providers should encourage patients to ask questions stating, “Please interrupt me, please let me know if there is anything you don’t understand.”
Additionally, having a support person, like a family member or friend, can help enhance communication. One participant reflected on how their partner helped absorb overwhelming information during IVF consultations. “When we were going to talk about that, [my partner] has to come because there comes a point where I can’t absorb any more information, and he picks up the slack,” they explained.
The study also showed that those who prepare questions ahead of time are more likely to participate actively. As evidenced by a participant, “Before you visit the doctor… write down all your problems, it’s good to show the doctor and read and ask questions about it.”
However, the power dynamics between patients and clinicians can deter patients from asking questions. Many patients, particularly older ones, may view the clinician as an authority figure whose word is unquestionable, as evidenced by the following quote, “Doctors said jump and we said how high.”
In some cases, this perception is exacerbated by dismissive attitudes from healthcare providers. “I was told by a doctor on a phone call last week, ‘Don’t tell me that, I’m the doctor,’” one participant recounted, showing how the power imbalance can discourage patients from getting clarification.
Providers can use HIPAA compliant email solutions like Paubox to address the nine factors identified in the study. These solutions provide a secure platform for patients to ask questions, clarify information, and revisit complex details after consultations, catering to those who may feel overwhelmed or intimidated during in-person interactions.
HIPAA compliant emails can also allow providers to share translated and culturally sensitive content, helping overcome language and cultural barriers. In addition, it facilitates preparation before appointments, empowering patients with clear communication that strengthens the patient-clinician relationship and encourages active participation in care.
Read also: How patient-centered communication improves patient outcomes
Providers can use HIPAA compliant emails to send sensitive health information, like patient education materials, appointment reminders, treatment plans, and other medical communications.
Yes, providers can send attachments, like PDFs and documents, using a HIPAA compliant emailing platform, like Paubox, which automatically encrypts emails and their attachments.
Yes, healthcare organizations can customize HIPAA compliant emails to support specific language needs by sending educational materials in multiple languages to cater to diverse patient populations.