In order to correspond with an individual patient, you must select them from the Collaborative Inbox in the column on the left of the screen. This will open an individual patient's channel. In the patient channel, you will see all automations and messages that have ever been sent to the patient by any WELL user or WELL-BOT, and any event messages related to changing information or status taken on an appointment.
Within the channel, all inbound patient messages appear on the left-hand side, all outbound staff or WELL-BOT generated messages appear on the right-hand side, and all event messages appear in the center of the channel.
All automation messages will be marked as sent from WELL-BOT. Examples include:
- Reminders for a specific appointment, procedure, or recall (e.g. a 2-day appointment reminder)
- Messages after the appointment occurred (e.g. a thank-you message sent a few hours after the patient was seen)
- Campaign messages sent to a larger list of patients
- After-hours responses sent when the practice is not open
About Event Messages
Event messages note relevant changes to patient information within WELL. These messages are not visible to patients. Below are examples of Event messages WELL users may see:
- A patient has taken action on an appointment
- Demographic information has changed
- A channel has been marked as opened, closed, or pending
The event message is timestamped and also indicates who took the action, whether it was the patient, a WELL user, or a live update interfaced from the electronic medical record (EMR).
About Internal Messages
Internal Messages streamline collaborating and triaging patient issues between staff members and across teams. They help you ensure conversations or action items make it into the hands of the correct people, and allow you to loop in a clinician or another department when necessary.
These appear in the patient channel as yellow text boxes and will appear to any user who has access. Internal messages will not be sent to the patient.
Secure vs. Unsecure
Within the patient channel small lock icons appear next to the WELL user’s name that sent the message.
- A closed lock indicates that the message was sent securely.
- The unlocked icon indicates that the message was sent as an ordinary, unsecured text message.
By default, any message sent through WELL will be secured (locked) unless rendered unsecure by the user. When a patient receives a secure message, they will have to click on a hyperlink and enter protected health information (PHI) unique to them to view the content of the message.
To send an unsecured message, simply type two exclamation marks “!!” at the start of your message or click the red lock, and the patient will receive the message as a regular text.
Within the Patient Channel you can use Smart Phrases to tailor your message to a specific patient. Smart Phrases auto-populate specific information related to that patient's demographic, provider, or appointment information.
Quick Response Templates
Quick Responses are canned responses for common messages. Simply select the Quick Response Template you want to use and send with a click. This feature reduces the amount of times users have to copy and paste a specific response for multiple patients, and it can decrease the amount of possible typos in a given message.
You can send PDFs, images, short videos, and even forms to your patients through WELL. This functionality is useful for scenarios where text isn’t enough for the patient. For example, perhaps they need peri-procedural information or detailed instructions before a scan.
Updating Channel Status
You can easily update a patient channel status from the tool bar located in the messaging box. The button above the "Send Text" button allows you to manually change the status of a channel to either Open, Pending, or Closed. The status options that are visible will be dependent on the current status of the channel. For example, if the channel is currently Open, you will see the option to change the status to be either Pending, or Closed.
You now have the capability to pin patient messages to the top of your inbox AND see who else has those same messages pinned. Pinning patients provides even more clarity to your peers about when you're taking action on a message.
Doing User Training? Read about the Patient Facesheet now!