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Your practice email

You’ll receive a practice email address on your first day. Use it for all practice work. Never use a personal email account for anything involving the practice, and never forward practice email to a personal account. Google Workspace is covered by a business associate agreement, so internal email between practice accounts can contain client information when the work needs it. Apply minimum necessary anyway.

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Email to clients

Client email goes through PracticeOS, so it’s logged with the record. Keep it to logistics and links. Don’t put clinical content in email.
Important. Client names never go in email subject lines. Subject lines show up in notifications, on lock screens, and in previews. Use initials or “your appointment.”

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Email to anyone outside the practice

Email to anyone who isn’t a practice account or a client through PracticeOS (another provider, a school, an attorney, a family member) can only contain client information if:
  1. There’s a valid authorization on file, or another lawful basis, and
  2. You’ve confirmed the recipient’s address, and
  3. The message is sent through a method Helen or the practice manager has approved for that purpose
When in doubt, use the portal, a phone call, or a fax, or ask.

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Mistakes

If you send an email to the wrong person, or with the wrong attachment, tell the practice manager immediately. Don’t just recall it and hope. A misdirected email with client information is a potential breach, and prompt reporting is what makes it manageable.

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Signature

Set up your email signature per SOP 02. It includes the practice’s confidentiality notice.

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Acceptable use

Practice email, accounts, and systems are for practice work. Occasional, brief personal use is fine. Don’t use them for outside business, political activity, anything unlawful, or anything you wouldn’t want Helen to see. The practice can access any practice account at any time, and you shouldn’t expect privacy in practice systems.

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Retention

Practice email is retained by the practice and may be needed for legal or compliance reasons. Don’t delete email involving clients, billing, or legal matters.