Overview:
This article covers how to configure and use the patient portal messaging feature, including user settings, message limits, out-of-office configuration, and how to manage incoming messages.
HIPAA-compliant patient portal messaging allows for secure communication between patients and providers while protecting sensitive health information.
Access
Clinical Access
To turn this option on the access must be given in settings > business > user management. Select "edit" and check the box in the access rights to turn portal messaging on for that user. Within the blue "manage access for user" button you can also select if you would like this user to be able to view portal messages for other users.
Patient Access
Patients are able to message you from within the secured patient portal via the Messages tab on the left hand toolbar. You can provide patients access to the portal by sending them your unique portal URL found in settings > communications > patient portal & kiosk.
If you need to remove a patient’s portal access, you can do so by going to the patient’s actions menu > profile and removing portal access
If you would like to check and see if a patient has registered for the portal you can go to the patient’s actions menu > messages and you will see [Not Registered For Portal].
Message Settings
An email notification will be sent when you receive a portal message. You can add your email address into settings > communications > reminder email; “Patient Portal Message Destination Email” or this will go to the reply-to e-mail on your reminder e-mail.
From the Messages button on the white toolbar, you can configure several portal settings, including message preferences and communication options.
- Edit Note: This note will show to patients when they message you from the patient portal
- Message Settings: Configure parameters of how often a patient can message you, limit the sizes of messages, and set out of office.
Patient Banner
Within the messaging settings, you can edit the patient banner. This banner is displayed on the patient-facing side of the portal when a patient selects a provider to message. Use this field to communicate important information to patients before they send a message.
Example banner message:
"For all scheduling inquiries, please contact the front desk and not the provider directly."
Sending and Reviewing Messages
Access messages directly from an individual patient’s actions menu to review past conversations or send a new message specific to that patient.
Use the Messages button on the white toolbar to review and send messages across all patients from one centralized location. If permission allows you are also able to view messages for other users.
Aside from reading and sending messages, when you are within the Message you will have the option Mark as Unread, if you would like to come back to it later, Copy Messages, or Reassign it to another user for review.
Viewing Messages
The message inbox provides the following views and filtering options:
- My Messages — Displays messages assigned to you.
- Others' Messages — Displays messages assigned to other providers (if access is enabled).
- Unread Messages Only — Toggle to filter the inbox to show only unread messages.
- Date Range Filter — Filter messages by the date they were received.
- Search — Search by patient name or message content.
Managing Messages
Mark as Unread
When viewing a message, you can mark it as unread. Note: this option is only available for messages that contain incoming (patient) messages. Outgoing-only message threads cannot be marked as unread.
Reassign to Another Provider
Messages can be reassigned to another practitioner. Once reassigned, the message will be removed from your list and will appear in the assigned provider's message list.
Internal Notes
You can add internal notes to a message thread. Internal notes are visible to other staff members when they access the message but are not visible to the patient.
Example:
"Please only message this patient after 3 PM."
Create a Task
From within a message thread, you can create a task directly linked to that message. This allows you to track action items without leaving the messaging interface.