Secure Messaging is coming soon to Jane — here’s how it’s going to work. 💙 We’re creating a new way to communicate directly (and securely) with patients and clients without having to leave Jane.
Our first version of fully integrated secure messaging allows for 1:1 practitioner-to-client communication — right within Jane for practitioners, and from a secure patient portal for clients. That means you can easily check in on progress, provide updates, share results, manage ad-hoc scheduling requests, and more — all while keeping conversations secure and organized. Plus, you’ll be able to help patients form a new habit in how they communicate with you — no more phone tag, texts, or emails — all while keeping information super safe with a historical log.
Messaging is currently in beta as we fine-tune the experience, and we’d love to hear your thoughts as you start using it. If you have feedback or suggestions, share them with us here.
In this guide:
How to Enable Messaging
Messaging is disabled by default, so to get started, head to Settings > Messaging and select Messaging Allowed from the Messaging Default Policy drop-down menu.
Heads up — you’ll need a full-access staff member for this step!
Sending a Message
To send a message, open the patient profile of the person you’d like to reach out to and click Send Message.
Here, you can see any messages you’ve sent to or received from this patient.
Just type your message and click *Send Message.
Viewing Your Messages
If you want to see all your messages in one place, click on the Messages button near the top-right-hand side of your screen.
Think of this as your inbox — every message from your patients will be here in one spot. Conversations with an unread message will have a yellow number to the right of them to let you know that there’s something new to read.
In this Inbox, you can read and respond to messages from existing conversations. At this early stage, you can’t start a brand new conversation here just yet — you’ll want to head back to the patient’s profile for that.
Heads up — only messages sent by or to you will be visible in your inbox. Messages from or to other practitioners or administrators won’t appear here.
Viewing a Message as a Patient
When you message a patient, we’ll send them an email notification with a link to securely access the message within their Jane account. Once they log in, they’ll be in their My Account Patient Portal and will click on the Messages tab.
Keep in mind that patients cannot initiate a conversation, but they can always respond to any message you send.
FAQs
How do I get notified when I have a new message?
When you get a new message, you’ll see an orange dot on the Messaging button near the top right-hand side of your Jane account. This will stay there until you read all of your unread messages.
Can patients start a conversation with me?
No, patients can’t initiate messages. They can only reply to messages you’ve sent.
How do I delete a message?
Right now, there’s no delete option — but this feature is on the way.
How secure is messaging?
Security was a top priority for our team as we built this feature. Messaging in Jane is fully HIPAA, PIPEDA, and GDPR-compliant, meaning your conversations stay private and protected. Only the users in a conversation can access the messages (and, in the future, Account Owners will be able to export a log of all clinic messages). Everything is securely stored within Jane, protected by password authentication.
Can I start a group message with multiple patients?
At the moment, Jane’s Messaging feature only supports one-on-one conversations.
Who can see my messages?
Only you and the patient you are messaging with have access to your messages — so they are not viewable by other practitioners at your clinic. Down the road, Account Owners will have the ability to export a log of any messages that have been sent or received by anyone at the clinic, but this feature isn’t available quite yet.
Can I enable notifications for Messages?
At the moment, there isn’t a way to receive an email or SMS notification for messages. When you get a new message, you’ll see an orange dot on the Messaging button near the top right-hand side of your Jane account. This will stay there until you read all of your unread messages.
What happens if I send a message to someone who works at the clinic but also has a patient profile?
Great question! In Jane, staff members who also have a patient profile will receive messages only in their patient My Account area, not on the administrative side. So, if you send a message to a staff member through their patient profile, it’s just like messaging any other patient — it won’t show up in the admin view.
If you’re looking to chat with a teammate about clinic-related things, it’s best to do that outside of Messaging, since Messaging is currently designed for patient communication only.
Does the Jane app have secure messaging with clients?
Messaging is not currently available through the Jane Mobile app, but that’s on our radar!
Need a Hand?
If you have any questions or need a little extra support, reach out to us — we’re always happy to help.