A patient has the ability to view and send messages through the Patient App. Incoming messages are available in the patient chart and provide a notification on the panel filter.
Q: How can I manage messages for my provider?
A: Using the filters, you should filter by your provider to see any incoming messages. Once the panel is filtered as you would like, you may create a bookmark in chrome as an easy link back to this view.
Q: What happens if the patient does not have a Team Lead in the Care Team?
A: A message sent from the patient will not automatically assign to an individual user.
Q: Do patient app links expire?
A: Yes, after links are clicked they will expire as well as 3 hours after being sent if not opened. This can configured in Organization Setting under accessTokenExpirationInSeconds
.
Navigate to the panel filter badge icons on the top right which is always visible from the Schedule View
Select the Patient Messages icon which will display all patient messages assigned to the user
TIP: A red badge above indicates an unread message that needs to be reviewed.
Navigate to the Message header where you can filter tasks by status and recipient
Select the drop-down of the desired filter
Status: read or unread
Recipient: users
View/Read your patient messages
NOTE: The default recipient of an incoming patient message is that patient's assigned care team lead. For more information, please see the Care Teams knowledge center article.
Navigate to the desired patient chart
Identify new messages by locating the speech bubble icon with down arrow and blue dot and New Message text displayed in the title before the message.
New messages will include the recipient's profile picture and name to the right of the message.
Identify outgoing messages by locating the speech bubble with up arrow icon displayed before the Message
If incoming messages are sent via the API a Received
timestamp will display to the right of the message. The full date will display when the user hovers over the Received
text. The timestamp will be visible when the message note is expanded.
Identify incoming messages by locating the speech bubble with down arrow icon displayed before the Message.
Click on the desired message to expand
Select Mark as Read
Click on the desired patient name within the message to be taken to the patient chart
Select Message under New Note dropdown
Type the desired message or select a template within the appropriate field
If needed, select the correct location
Click Send