In order to correspond with an individual patient, you must select them from the patient list. 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. All patient messages appear on the left-hand side of the channel, all 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, meaning the message was a scheduled reminder automatically sent out based on a specific event type, usually timed for a specific appointment, procedure, or recall (e.g. a 2-day appointment reminder or a thank-you message sent a few hours after their appointment). Additionally, campaign messages and after-hours responses will appear to WELL users as "WELL-BOT" messages.
About Event Messages
Event messages communicate relevant changes to patient information to WELL users. These messages are not visible to patients, but indicate to all users whether a patient has taken action on an appointment, whether demographic information has changed, or whether a channel has been marked as opened, closed, or pending. The event message is timestamped and also indicates who took the action, whether patient, WELL user, or a live update through the EMR.
About Internal Messages
Internal Messages streamline collaborating and triaging patient issues between staff members and across teams. They help you make sure conversations or action items make it into the hands of the correct people, and even loop in a clinician or another department when necessary. To best provide for your patients, you can now include all relevant users into the conversation, keeping all information in one location. These appear in the patient channel as yellow text boxes and will appear to any user who has access, but will not be sent to the patient. Read more about Internal Messages.
Secure vs. Unsecure
Within the patient channel you will also see small lock icons next to a user’s name that sent the message. A closed lock indicates that the message was sent securely and 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 unless rendered insecure by the user. When a patient receives a secure message, they will have to click on a link and enter protected health information 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. Read more about sending Secure vs. Unsecure messages.
Within the Patient Channel you can use Smart Phrases to tailor your message to a specific patient. Smart Phrases will auto-populate specific information related to that patients demographic, provider, or appointment information. Read more about using Smart Phrases.
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 was designed to reduce the amount of times users have to copy and paste a specific response for multiple patients and also cut down the amount of possible typos in a given message. Read more about Quick Response Templates.
In WELL, you can send PDFs, images, short videos, and even forms to your patients. This functionality is useful for scenarios where text isn’t enough for the patient and maybe they need peri-procedural information or detailed instructions before a scan. Read more about Sending Media to Patients.
Updating Channel Status
Updating a patient channel status can easily be done 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 messages to the top of your inbox AND see who else has those same messages pinned. In order to provide even more clarity about when you're taking action on a message, you can pin it. Read More about how and when to use Pinning.
Doing User Training? Read about the Patient Facesheet now!