In WELL, you can send different types of attachments, such as PDFs, images, short videos, and 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. Rich media can be sent through a manual message or by attaching it to an automation, broadcast message, or campaign.
Note: In order to increase the likelihood of successful message delivery, we highly recommend that any media you send is under 500KB in size. Phone carries often filter out messages larger than this.
Send Media Manually:
- Click the paperclip icon to attach your file.
- Selecting the paperclip will open your files. Once you've selected the one you want, click open.
- Make sure your file name is alphanumeric (does not contain special characters). Once the file is attached, you should see a blue "1" below the paperclip. Include an optional caption and press send.
- Send your file. Media files will only send as secure messages.
- You can review sent files in the Patient Facesheet.
In addition to keeping the file size of attachments under 500KB, below are some additional tips to improve communication with your patients.
Sending Larger Files or PDF Attachments
If the attachment is over 500KB but you would like to ensure patients receive this information before or after their appointment, consider hosting the information on a web page at your organization. You can then include a hyperlink to that information in your outbound messages. The link will shorten automatically, making it easier for the patient to read.
File Naming Conventions
Please ensure the file you attach does not have any spaces in the file name. This will cause an error with the message attachment. Instead, replace any spaces in the file name with an underscore (_) or a dash (-).
If you attempt to attach a Word document or CSV file, you will receive an error. Please use a PDF, JPG, BMP, PNG, or video instead.
Frequently Asked Questions
Even though rich media files are stored in WELL, they do not file directly into your EMR. IF you need to store the photo in the patient's official chart in your EMR or scheduling system you would need to right click, save the photo to your desktop, and then upload to your EMR.
Note: Be careful --if the photo contains any PHI (protected health information) you will need to follow your organization's guidelines for storing and transmitting that information.