The person centred approach to emails
Scenario
Working in the NHS frontline team, our inbox is always full. Emails come in from patients, clinicians, and colleagues. Some are vital updates, others are requests for help, and many require thoughtful responses.
The Challenge
At times, the constant flow of emails can feel overwhelming. It’s easy to slip into autopilot mode, replying out of habit rather than connection. I found myself focusing on “getting through the list” rather than remembering the person behind the message.
The Turning Point
I realised that every email represents a real person with their own priorities, pressures, and emotions. The tone of a message may reflect someone’s stress, fatigue, or frustration. Seeing emails in this light reminded me why our work matters; we are contributing to a more compassionate, responsive healthcare system.
Workflow
Review and Categorise: Scan new messages to identify whether they are informational updates, support requests, or potential escalations.
Read Carefully and Clarify: Take time to understand the need behind the words. If the message is unclear, ask for clarification.
Match With the Right Process: For straightforward queries, follow the standard processes. For complex queries, escalate promptly, suggest a solution and provide context.
Craft a Human Response: Write with empathy and be clear. Respond to all parts of the query.
Escalate if needed: When escalating, pass on a clear summary so others can act without delay.
Impact
This shift transformed the way I approach emails in an empathetic way.
Instead of a routine task, it became an opportunity to connect, support, and build trust.
By treating every email as a human interaction, we create a safe environment where people feel safe asking for help.