WELL understands the importance of having an efficient yet personal channel of communication with your patients. We allow you to customize every text, schedule them ahead of time, and keep all conversations organized so they’re easily accessible. We also take the Protected Health Information of your patients very seriously. We've given you the option of sending both Secure and Unsecure content to patients, depending on the circumstances.
Sending Manual Messages
When you want to text back and forth with a patient, you can click into a channel through the Collaborative Inbox, which opens the patient channel. Simply use the white box to type your message. When you send it, you can either send it and resolve the channel or mark it as open or pending. Read more about channel statuses here.
By default any message sent through WELL is sent as a secure message. Alongside messages sent from your practice, a lock icon indicates a secure message has been sent. Patients will see secure messages as links with a customizable message that requires them to click the link and verify Protected Health Information to view the content of their message. As a safety measure, we have made 'secure' the default to all messages.
Most messages sent to patients will be inherently unsecured, meaning they don't need to be secured because there is no PHI included in the message. To send an unsecured message start the message with "!!" (two exclamation marks), no spaces and begin typing your message. Any message sent without "!!" will be sent secured and show up as a secure link to the patient.
What does the Patient see?
NOTE: This mechanism is available in manual message, broadcasts, automations, campaigns, and quick responses.
Casual vs Professional
The majority of messages to and from patients are non-clinical in nature. Generally, it is not required that nonclinical messages are sent securely or to require protected health information for a patient to view the message. As a general rule, anything that you would freely say to a patient on their voicemail is okay to send unsecured on WELL, which makes correspondence with patients more seamless. However, if you wouldn't leave the information on a voicemail, don’t send it over text without making it secure.
Doing User Training? Read about Creating Quick Response Templates now!