Provider EHR Messages

Overview

• Messages can be sent to patients and staff separately
• Messages are tied to a Case, which in most scenarios is associated with an Appointment.
• There can be multiple message threads that exist for a single patient, depending on the case(s) patients message in.

How to Access Messages

1. Users can access ALL messages for the whole practice via the Messages tab (3rd tab on left navigation bar)

2. Users can access messages specific to a patient via Patient’s case

   • Click into a case
   • Click the message bubble in the top right hand corner

How to Filter & View Messages - Messages Tab

Specialties

• Users can filter messages by the specialty associated with the case (Note: you can view the specialty associated with the case by the case title)

Locations

• Users can filter messages by the location associated with the case (Note: this filter will only be applicable to cases that are generated from appointments, not cases created manually)

Providers

• Users can filter messages by the rendering provider that is assigned to the case (Note: this filter will only be applicable to cases that are generated from appointments, not cases created manually)

Orgs

• Users can filter messages by the organization that is assigned to a patient’s profile

Chief comp

• Users can filter messages by the chief complaint (i.e. appointment reason) that the case was created for (Note: this filter will only be applicable to cases that are generated from appointments, not cases created manually)

Newest first

• Users can sort messages in the results list by Newest first or Oldest first by clicking on the button

Mine only

• Users can filter messages they are subscribed to by leaving the box checked or can un-check the box to view messages where anyone is subscribed (Note: view ‘subscribe overview’ section for more details)

Unhandled only

• Users can filter messages that are not marked as handled by leaving the box checked or can un-check the box to view messages that are also marked as handled already (Note: view ‘handled messages overview’ section for more details)

Last 30 days only

• Users can filter messages that have the last message sent within the past 30 days by leaving the box checked or can un-check the box to view messages older than 30 days

Subscribe Overview

Users can be Subscribed to patient messages only
Users can be Subscribed to staff messages only
Users can be Subscribed to both patient messages and staff messages

Users can manually subscribe to a message thread (patient and/or staff)
Users can be automatically subscribed to a message thread (patient and/or staff)

• When a user publishes a care plan in a case, they are automatically subscribed to the patient message thread
• When a user types a message in Patient and/or Staff side and sends message, they become automatically subscribed to that specific side

Users can manually unsubscribe from a message thread at any time (patient and/or staff)

Notifications

When a user is subscribed to a message thread, they will receive a notification each time a message is sent on the side they are subscribed to

• Example: If I am subscribed to the Patient message thread only, when the patient sends a message, I will have a red number notification of an unread message.
• If I am subscribed to the Patient message thread only, when a staff member sends a message on the Staff side, I will not receive a notification of an unread message.

Message notifications are per thread.

If there is more than one message sent by the patient or a message sent on patient side and one sent on staff side, that will indicate 1 unread message.

All staff members that are subscribed to the thread where an un-read message is sent, will have a red notification.

When a staff member clicks into a message, this marks the message read for them. This does not mark the message as read for all subscribers.

Handled Messages Overview

Messages can be marked as handled by staff users only
Messages can be marked as needs attention by staff users and by automation

• Automation: When a patient message thread is marked as handled by a staff user and the patient responds – the message will automatically become marked as needs attention and fall into the ‘Unhandled only’ filter

Mark as handled button is orange
Needs attention button is gray
Once a staff user clicks mark as handled, the button will turn to needs attention, where a staff user can mark it as such if necessary

IMPORTANT: Once a message thread has been marked as handled, that message is removed/disappears from the list of message results for ALL staff members.

Sending a Message Overview

At the top of the thread, there are two tabs Patient and Staff
Patient tab will be highlighted gray, staff will see Write a message to patient in the text box
Staff tab will be highlighted black, staff will see Share with staff in the text box

• Note: This thread is not visible to the patient

Staff can type out a message in the text box and press Send once completed
Messages sent by staff to patients will be highlighted white (on the left side of thread)
Messages sent by patients to staff will be highlighted blue (on the right side of thread)

Near the text box, there is a blue + icon that host the following options:

1. Select canned response
   • Admin permissioned users can create canned responses (like a macro) for users to send for frequently asked questions
   • They can be configured to address the patient by their first name if you begin the canned response with Hello $name
2. Suggest an appointment
   • Clicking this option will send an internal link immediately to the patient which allows them to schedule for a physical location nearby them
3. Suggest a video appointment
   • Clicking this option will send an internal link immediately to the patient which allows them to schedule for a virtual specialty appointment
4. Send questionnaire
   • Clicking this option will allow you to choose the type of questionnaire you would like the patient to complete. Example: Patient messaged in saying they have back pain, you can send a Back Pain questionnaire for them to answer additional questions about those symptoms.
5. Take a photo
6. Upload Image
7. Upload PDF

Creating a Task Through Messages

Click and hold the patient’s message that needs to be tasked
Select Add Task and fill out all fields

• Task type
• Task description
  • Example: Please see patient message regarding rx refill
• Assign To
• Which staff member(s) you are assigning the task to
• Due Date

When a user accesses that task, it will take them directly to the message thread and highlight the message yellow

Deleting Messages* (Admin access required) 

1. Go into the messages section of the case
2. Press and hold the message that needs to be deleted
3. Click ”Delete Message”
4. Confirm Message Deletion by selecting “Yes”

Patient Account Messages

IMPORTANT: PATIENTS DO NOT RECEIVE SMS TEXT MESSAGES WHEN STAFF SEND MESSAGES VIA EHR

Overview

• Patients can send messages in all cases that exist in their chart
• Messages are tied to a Case, which in most scenarios is associated with an Appointment.
• There can be multiple message threads that exist for a single patient, depending on the case(s) patients message in.

How to Access Messages

Patients can access ALL messages via the Messages tab in patient app/website

Sending a Message Overview

At the bottom of the thread, patients can type out a message in the text box and press Send once completed
Messages sent by staff to patients will be highlighted white (on the left side of thread)
Messages sent by patients to staff will be highlighted blue (on the right side of thread)

Near the text box, there is a blue + icon that host the following options:

1. Take a photo
2. Upload Image
3. Upload PDF