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Sending and Viewing Secure Messages

  1. Messaging
  2. Sending and Viewing Secure Messages

    3. 5 min read
Jane Plan: All plans
Add-on Required: No
Geography: 🌐 All geographies

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

📣 Heads up: Before you send your first secure message, confirm that Secure Messaging is enabled for your clinic. If it isn't, see our guide on How to Enable Secure Messaging to get set up.

Instructions

Sending a secure message

To send a secure message in Jane, follow these steps. Once sent, Jane notifies the patient by email with a link to view the secure message in their My Account patient portal.

Option 1: From a patient's profile

  1. Go to the patient's profile, or open it from your Day View.
  2. Click Send Message in the upper-right corner. The secure messaging sidebar opens.

A patient's profile with the messaging panel open to the right

  1. Type your message in the message field.
  2. To attach a file, click the Paperclip icon on the right side of the message field and select a file from your device. Files up to 50MB are supported in the following formats: JPEG, PDF, DOCX, and MP4.
  3. Click Send or press Enter.

Option 2: From your inbox

  1. Click the Messages button in the top navigation bar.

The messages button on the top bar of Jane with a new notification symbol

  1. Click the blue New Conversation button.
  2. Search for and select the patient you'd like to message.
  3. Type your message in the message field.
  4. To attach a file, click the Paperclip icon on the right side of the message field and select a file from your device. Files up to 50MB are supported in the following formats: JPEG, PDF, DOCX, and MP4.
  5. Click Send or press Enter.

🩵 Jane Tip: You can also search for an existing conversation or start a new one using the search bar and pencil icon in the upper-right corner of your inbox.

Viewing your secure messages

To view your secure messages, click the Messages button in the top navigation bar to open your inbox, then select a conversation to open it.

Conversations with unread secure messages show a number badge to indicate new activity.

🩵 Jane Tip: To save a file from a secure message to a patient's profile, click the three dots next to the message and select Copy to Patient Files.

What to Expect

Once you send a secure message, Jane sends the patient an email notification with a link to access the secure message in their My Account patient portal. Patients can also view, reply to, and initiate secure messages in the Jane for Clients Mobile App and receive push notifications for new secure messages.

You will see read receipts when secure messages are opened. Patients do not see read receipts when you open their messages.

Important Notes

  • Secure Messaging supports one-on-one conversations only. Group secure messaging is not available.
  • Only secure messages sent by or to you are visible in your inbox. Secure messages between other practitioners or administrators and their patients are not visible to you.
  • You can send a secure message to a Contact profile. Go to the contact's profile and click Send Message in the upper-right corner.
  • If a patient isn't receiving secure messages, check whether Do Not Email is turned on in their patient profile. When enabled, the patient won't receive email notifications for new secure messages. Another possibility is that the patient has a duplicate profile and is logged into the wrong one.

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