When a patient views secure information from a text message you send, they will see who sent the message from your Practice. However, as an Enterprise user you can decide if patients see both the user's first and last name, or simply first name and last initial when reviewing Patient Channels. You may choose to make this customization to facilitate more of a familiar tone with patients OR you may do it to give your staff a bit more privacy. The toggle is located in Default Settings.
Here's what your patients will see if you shorten staff last names:
Some organizations express concern that patients may not realize your practice uses a Collaborative Inbox and might attempt to call the specific user who sent the text message. If this happens frequently with your organization, we recommend updating your Staff Display Name settings to only show the first name and last initial.
You should also ensure to notify patients that the user who responds to patients via text message may not be the appropriate person to field inbound patient calls.
If you have any additional questions, please reach out to your WELL representative or email firstname.lastname@example.org.