Secure Messaging Hub

How to Enable and Disable Secure Messaging

Secure Messaging lets you communicate directly and securely with your patients without leaving Jane. When enabled, practitioners can start secure message conversations with patients from any patient profile or from their inbox. Patients can reply to any secure message a practitioner sends them. T...

Sending and Viewing Secure Messages

With Jane's Secure Messaging feature, you can send and receive secure messages, including file attachments, without leaving Jane.

How to Delete a Secure Message

Both staff and patients can delete a secure message within 5 minutes of sending it.

Customizing Secure Messaging Guidelines

The Secure Messaging Patient Guidelines is the message patients see at the top of every new secure message thread. Customizing this message is a good way to set clear expectations upfront, like your typical response time or what kinds of questions are best sent through Secure Messaging.

Secure Messaging: Allowing Patients to Start Conversations

By default, only practitioners can start secure message conversations in Jane. Patients can reply to any secure message a practitioner sends them, but can't initiate a new conversation on their own unless you allow them to start conversations. Once this setting is enabled, patients can start conv...

How to Disable Secure Messaging for a Patient

If you need to restrict Secure Messaging for a specific patient, you can disable it directly from their profile. This guide covers how to disable Secure Messaging for a patient, view archived secure message threads, and re-enable Secure Messaging for a patient.

How to Manage Secure Messaging Email Notifications for Staff

Jane notifies you of new secure messages directly in the app. You'll also receive email notifications when you're logged out of Jane. Email notifications are on by default. This guide covers how to turn email notifications on or off.

Can I Export My Secure Messages?

Yes. The Account Owner can request a secure message export by emailing the support team from the email address listed on their staff profile. The support team will send the Account Owner the message data to share with the relevant staff member.

Can I Send a Secure Message to Another Staff Member?

Secure Messaging in Jane is designed for practitioner-to-patient communication only. It isn't possible to send a secure message to another staff member or colleague through Secure Messaging. For internal clinic conversations, use a channel outside of Secure Messaging.

What Happens to Secure Messages When a Patient Profile Is Merged?

When two patient profiles are merged, secure message threads are handled differently depending on which profile is designated as the primary profile.

What Happens to Secure Messages When a Practitioner Leaves the Clinic?

When a practitioner's profile is marked as inactive, their secure message threads are archived. At that point:

Sending and Viewing Secure Messages in Your Patient Portal

Secure Messaging lets you communicate directly and securely with your clinic without leaving your My Account patient portal. This guide covers how to read, reply to, and start a new secure message thread from your browser.