With the message function, patients can safely communicate with healthcare staff asynchronously, i.e. in a time-independent way. Messages can be initiated by both the patient and the healthcare practitioner and can be used, for example, to send forms, test results or other medical information to the patient. They can act as a contact channel between healthcare professionals and patients during ongoing treatment, but also between colleagues in healthcare. Healthcare professionals can invite and collaborate with colleagues in internal messages not visible to patients, a function that facilitates team collaboration, among other things.
10.1 Manage messages
Click on Messages from the healthcare menu to go to an overview of incoming messages. On the page, you will see a list of the unmanaged message conversations and the message conversations that you have responded to and are responsible for. You can also see the patient’s name, reason for visit and the number of unread messages. Additionally, you can select to receive a notification when there is a new messaging conversation that has not been picked up.
10.2 Pick up messages
New incoming messages that have not yet been picked up are displayed to all your colleagues who have access to the messaging feature of the tool. To read an incoming message, click on it. You will then see an overview with the message from the patient, attached pictures or files and the patient's response to the form. After reading the information, you can choose to pick this case up. If you do, click on Pick up and compose an answer to the patient. If you do not want to take up the case, click on Back in the upper left.
After you have responded to a message, the patient receives a notification. You will also receive a notification when a patient has responded to your message (if your administrator has selected this as the default notification setting).
To change your default notifications for messages, go to My notification settings.
10.3 Start a new message conversation
To start a new message conversation, follow these steps:
- From the healthcare menu, click on Messages. You will see an overview of incoming messages and your active conversations.
- Click on the plus sign to the right of the interface. If the plus sign is not visible, contact your administrator to activate the function.
- Search for the patient by entering his/her mobile number. If the patient is registered, click on the name. If the patient is not registered, click on Register new participant.
- Under Forms, you can choose one or several forms to attach to the message.
- Write the text you want to send in the message. Please note that the text is not limited to the one line that is displayed in this view – your text can be as long as you need. To add a row, press Enter.
- Select whether you want the patient to be able to reply to your message or not. Please note that the patient can always fill in the forms, regardless of whether you tick this box or not.
- Click on Send.
- You can now see the message in your list of ongoing conversations. Here you can choose whether to write additional text or attach files to the message. If you want to attach files, click on Add files to the left.
- At the top right, you can see three vertical dots. Here you can configure whether the patient will be able to reply or not in an ongoing conversation. This feature can be turned on or off up until the conversation is active.
- Click on the arrow at the bottom right to send the message.
- When you have replied to a patient message, the patient receives a notification. You, in turn, receive a notification when the patient has responded to your messages, if you have not changed the default message setting in My notification settings. You can also receive a notification when the patient has filled in a form and the mark goes from red (unanswered) to green (answered).
To change your personal notifications for messages, go to My notification settings in My profile.
Note: The notifications mentioned above are part of the default notifications. However, these may have been configured in a different way by your administrator. This means that notifications are not necessarily sent in the mentioned context if your administrator has changed the default notification settings.
10.4 Answer messages from an ongoing conversation
To answer a message from an ongoing conversation, click on Messages from the main menu to the left and select the patient you want under My conversations.
Click on the conversation you want to reply to. You can then see information about the patient, what messages were sent in the conversation, pictures or other files attached and what the patient has answered to form questions.
Now you can simply continue the message conversation where it left off. Compose your answer and click Enter / Return to create a break line in the message. If needed, attach pictures or files (see 10.6 Attach a file to a message further down in the document). Click the arrow in the lower right corner to send the message. You can also use the keyboard shortcut Ctrl + Enter or press Tab to move on to the arrow symbol and send the message.
To send an internal message that will not be visible to patients, to a colleague, tick the box Internal message to the right. Read more under 10.10 Invite and collaborate with colleagues.
10.5 Alternative ways of creating a message
You can also create a new message from a booked time slot in the calendar from the message history. The advantage of these options is that you can enter the message flow directly and with the patient’s information pre-filled from the appointment or the history. This enables you to send a new message quickly and easily. Please note, however, that the patient’s information is cleared after a certain time (your organisation is responsible for determining how long patient information should be stored).
10.5.1 Create a new message from a booked appointment in the calendar
You can create a new message from a booked time slot in the calendar. Hover your cursor over the three vertical lines and click on Send message to patient.
If you already have an ongoing conversation with the patient, this thread will open. Otherwise, a new message conversation is initiated.
10.5.2 Create a new message from the message history
If you want to create a new message or a new conversation from the message history, click on History under Messages from the sidebar menu. Search for the patient by filtering out messages from a specific time or by entering the patient’s phone number. Click on New message.
Please note: You cannot respond to messages in an ongoing conversation from this view – you can only start a new conversation.
10.6 Upload a file in a message
Sometimes you want to attach a file in the message to the patient. It may be a test answer, a picture or a form to be completed before a visit. The maximum filesize for attachments is 100 MB, but you can upload several files in this size in the same message.
To attach a file to a message, follow these steps:
- Click the plus sign at the bottom left of the view and select the file you want to attach. Press Shift to select multiple files to attach. You can also attach files by dragging and dropping them in the message.
- When you have attached the files, you will see a preview of the files you have added. You can also compose a message in the field. Click the arrow to the right when you are ready to send the message.
10.7 Save images and files from a conversation
To save an image or a file that has been uploaded in a message, click on Messages from the main menu to the left. Click on the message and then on the attached image. Click on Save image locally.
Please note that patient information is sensitive data and must be managed according to your corresponding rules and routines.
10.8 End a conversation
When you deem a message conversation complete, click on Close conversation. The thread will then disappear from the system. The patient will be notified that the case is closed at the bottom of your conversation and will no longer be able to reply to the thread.
10.9 Invite to an appointment directly from a messaging conversation
Sometimes, a message conversation with a patient needs to be followed up with a video consultation. You can invite the patient to a video consultation directly from the conversation. From the upper right corner, click on the three vertical dots and select Invite to an appointment. You will be promptly redirected to the appointment booking view, with the patient's information pre-filled.
Please note: Appointment templates cannot be attached to invitations created directly from a message. If you want to use an appointment template for your consultations, enter the appointment booking view via the Calendar instead.
10.10 Invite and collaborate with colleagues
You can easily invite one or more colleagues to a messaging conversation and get help managing a case. An invited colleague can choose to actively participate in the conversation with the patient, but can also be in the background e.g. providing advice to the healthcare professional. To make collaboration between colleagues easy and secure, healthcare professionals can write messages that can only be read by themselves, i.e. are not visible to the patient. This makes it easy to communicate internally when needed, e.g., by writing a comment or sending a message in connection with handover.
To invite a colleague to a message conversation, follow these steps:
- Click on the three vertical dots from the upper right corner and select Add healthcare professional.
- Find the healthcare professional you want to add to the list and write a comment. Click Add.
- You can see that your colleague has joined the conversation.
You can easily see that the message is hidden from the patient with the yellow colour marker and the eye symbol to the right.
Please note that the patient cannot see when a colleague has joined the conversation. If you think the patient should be informed, write this in a message to them.
- If you are composing a new message in the conversation, the option Internal message will be activated by default.
- To include the patient in the conversation again, uncheck the Internal message box, and the yellow colour marker will disappear.
10.11 Assign a conversation to a colleague
You can easily hand over a picked-up message conversation to a colleague, a feature that can be valuable e.g., in case of vacation, sick leave or when other expertise is needed to help the patient. To reassign a conversation, click the three vertical dots from the upper right corner and select Reassign.
Select the healthcare professional you want to reassign the conversation to and write a message about the case. Please note that you can choose among colleagues who have access to the Messages function in this specific reception. The green circle next to their avatar displays which healthcare practitioners have been active in the last 30 minutes.
Compose a message about the case and click on the Reassign button.
The healthcare professional you have reassigned the message to can now continue the dialogue with the patient and view all the messages previously exchanged in the conversation. The patient receives a notification that the conversation has been reassigned to another healthcare professional.
10.12 Show message history
To see your message history, go to History under the Messages category from the main menu.
The history is stored as long as other information is stored in the system. You can filter messages for a certain period of time or search for the patient. To read the message, click on from in the results list.