Between “patient booked” and “patient arrived,” a lot of communication needs to happen. Appointment reminders, follow-up questions, a quick note about what to bring, and maybe even a care-related update that shouldn’t live in anyone’s personal texts.

The moments are different so the tools need to be, too.

Jane offers three distinct features for patient communication, each built for a different kind of conversation. Here’s how they work and when you’ll want to reach for each one.

Secure Messaging: clinical conversations, in one place

Secure Messaging lets your clinic send and receive messages with patients directly through Jane, without anyone reaching for a personal phone or opening a separate platform.

It’s designed for the kinds of conversations that benefit from staying on the record: a patient asking a follow-up question after their session, a practitioner sharing care instructions or a file, an ongoing dialogue that touches on clinical content. Because it’s built into Jane, those conversations are kept secure, tied to the right patient profile, and accessible to your team.

Patients can read and respond through the Jane client portal or the Jane for Clients Mobile App. Practitioners can manage conversations from inside Jane, alongside everything else.

The nitty gritty:

• Secure Messaging is 2-way: patients can start conversions, as can practitioners, and chat back and forth.

• It’s available on all Jane plans, included at no extra cost.

• Conversations are 1:1 at this time.

One pattern practitioners already using messaging have noticed: Secure Messaging works better for relational check-ins and clinical follow-up, rather than administrative requests like balance collection. For outstanding balances, the “Pay Balance” button in Jane gives patients a direct payment link, which tends to land better than a message thread.

SMS Reminders: notifications ahead of appointment time

Email inboxes are noisy, and text messages are opened at higher rates, which is why some clinics prefer SMS appointment reminders.

Jane’s SMS Reminders are automated messages sent directly to a patient’s mobile number before their appointment. You can set the timing and content, and Jane handles the delivery. Jane is also able to send wait list notifications via SMS, so patients can access care as soon as possible.

Common setups include an email reminder before the late cancellation window, a second email closer to the appointment, and an SMS reminder a few hours out. You can also customize the language to match how your clinic communicates: the terminology you use for appointments, how you address patients, how formal or informal your tone is. Josh Satterlee is a chiropractor and Jane Ambassador who feels language is so important and sometimes overlooked. “Make sure the language in your online booking and everything sounds like you,” Josh said. “It sounds like your office.”

If your practice is warm and first-name-based but your automated emails read like a corporate letter that’s an odd mismatch.

The nitty gritty:

• Patients in Canada receive reminders from a toll-free number; patients in other locations receive them from a local number.

• Language is fully customizable under Settings → Language → SMS Appointment Reminder.

• Patient consent is required before delivery; patients can opt in at booking, through their intake form, or from their My Account area.

Text Messaging: for time-sensitive updates

Text messaging is ideal for last-minute changes, updates or information that a patient needs about their appointment. Think: there was a snowstorm and I’m unable to make it to my appointment, or the doctor is running 10 minutes late. However, for clinical follow-ups or any conversations directly related to care, Secure Messaging is your best bet.

The nitty gritty:

• Text messaging is currently in development with more information coming soon. ♥️

What about texting patients from personal phones?

Depending on where you practice, sending clinical or patient-identifying information over a personal text channel may not meet the privacy obligations that govern your practice, whether that’s HIPAA in the US, or PIPEDA and provincial regulations in Canada.

Secure Messaging exists specifically for the situations where you’d otherwise reach for your personal phone. It keeps that conversation where it belongs: documented, secure, and connected to your patient’s record in Jane.

If you’re new to Jane and want to learn a little more, book a demo and the team would love to show you around.

FAQ

What is Secure Messaging in Jane?

Secure Messaging is a built-in feature that lets you send and receive private messages with patients through Jane’s client portal and mobile app. It’s designed for clinical and relational conversations that benefit from staying documented and secure. It’s included in all Jane plans.

What is the difference between Secure Messaging, Text Messaging, and SMS Reminders in Jane?

Each feature serves a different communication need. Secure Messaging is a 2-way channel for clinical and care-related conversations, accessed through the Jane Client App or client portal. SMS Reminders are automated messages sent before appointments, and Text Messaging (in development now) is for last-minute changes or updates that can be viewed by the entire clinic.

Do patients need the Jane for Clients App to receive messages?

No, but patients will need to log into their account. For Secure Messaging patients can read and respond through the Jane client portal or the Jane For Clients App. For SMS Reminders, no app is required.

Is Secure Messaging HIPAA-compliant?

Yes, Secure Messaging is built to keep patient conversations secure and within Jane’s system.