WELL understands the importance of having an efficient and personal channel of communication with your patients. With WELL you can customize every text, schedule outbound messages ahead of time, and keep all conversations organized so they’re easily accessible.
We also take the Protected Health Information (PHI) of your patients very seriously. You can use WELL to send both Secure and Unsecure content to patients as needed.
Sending Manual Messages
When you want to text back and forth with a patient, you can select a channel through the Collaborative Inbox on the left side of the screen; this opens the patient channel. Simply use the white text box to type your message. When you send it, the channel will automatically resolve itself. Read more about channel statuses here.
As a safety measure, any message sent through WELL is sent as a secure message by default. A lock icon will display alongside messages sent from your practice that are secured. Patients will see secure messages as links with a customizable message that requires them to click the link. When they select the link, they will need to verify their Protected Health Information (PHI) to view the content of their message.
We know that many messages you send to patients do not include PHI, meaning they don't need to be secured. To send an unsecured message, start the message with "!!" (two exclamation marks) and 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 secure messaging mechanism is available for manual messages, broadcasts, automations, campaigns, and quick responses.
What information can be sent via messaging?
The majority of messages to and from patients pertain to the logistics of appointments and are often nonclinical in nature. Generally, it is not required that nonclinical messages (messages without PHI) be sent securely, nor is it required that health information be protected in order 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 through 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. For example, it's possible to send lab results via message, but it should be done via secure messaging.
Doing User Training? Read about Creating Quick Response Templates now!