How you communicate with patients about follow-up care impacts:
- If patients can find the information that they need
- If patients understand the information
- If patients can use the information to take the next step
Up to 50% of imaging exams that require follow-up care are missed. Many steps across the process can fail. From documentation of a recommendation for additional imaging to ordering the follow-up scan and setting the appointment, the path to closing a follow-up is rarely straightforward.
An Overlooked Obstacle: Ineffective Patient Communication
A high-reliability follow-up strategy isn’t just about tracking tasks—it’s about ensuring patients understand what’s next and why it matters. That means speaking, avoiding jargon, and delivering information in a way that empowers patients to act.
Here are six communication best practices, grounded in the Federal Plain Language Guidelines and Inflo Health’s expertise across clients, that help empower patients and close the loop on follow-up care.
1. Write for your audience—patients, not providers
Healthcare providers are trained to read complex imaging reports. Patients are not. Use language they know and feel comfortable with. Instead of “Your CT revealed a suspicious pulmonary nodule warranting serial imaging,” try:
“Your scan showed a small spot in your lung that we need to watch. We recommend another scan in 6 months.”
Plain language isn’t about dumbing things down but removing barriers to understanding. Know your audience, and write to serve their needs.
2. Use active voice to assign responsibility
Patients need to know what to do and who is doing what. Passive voice can obscure critical information. Compare:
Passive: “A follow-up MRI is recommended.”
Active: “We recommend you schedule another MRI in 3 months.”
By clarifying the subject, you eliminate ambiguity and increase patients’ likelihood of following through.
3. Be specific about timeframes and next steps
Generic phrases like “follow up as needed” confuse patients, and sometimes providers. Specificity builds trust and enables action. Instead of:
“Further evaluation may be necessary,” say:
“We recommend a follow-up ultrasound in 6 months to check for changes. We’ll remind you when it’s time to schedule it.”
Chronological organization and clarity in next steps—hallmarks of plain language—help patients understand exactly what happens when
4. Use headers and bullets to break up information
Long, dense paragraphs intimidate readers. Breaking content into short sections with clear headings (e.g., “What we found,” “What you need to do next”) makes information easier to scan and understand.
Example:
What we found
Your scan showed a spot in your kidney that we want to recheck.
What’s next
You need another scan in 6 months. Our team will contact you to schedule it.
5. Avoid medical jargon
Even common clinical phrases can be misleading or unclear to patients. “Incidental finding” can trigger fear or confusion. Jargon creates distance. Plain words create a connection.
6. Empower patients with direct, supportive messaging
Patients are more likely to act when they feel seen and supported. Avoid language that implies blame or pressure. Replace:
“You failed to follow up as recommended.”
with:
“We noticed your follow-up imaging hasn’t been scheduled yet. Let’s work together to get it back on track.”
Using pronouns like “you” and “we” creates a conversational tone that engages the patient and invites collaboration.
Communication is the linchpin that holds a process together. By embracing the principles of plain language, health systems and imaging centers can help ensure that no patient falls through the cracks simply because they didn’t understand what was expected. When patients know what to do and why it matters, they’re more likely to act, and that’s how we close the loop on care.
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