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Sending and Viewing Secure Messages in Your Patient Portal

  1. Patient Profiles
  2. Sending and Viewing Secure Messages in Your Patient Portal

    3. 3 min read

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.

Instructions

Viewing and replying to a secure message

To view and reply to a secure message from your clinic, follow these steps.

  1. Click My Account in the upper-right corner of the online booking site to open your patient portal.
  2. Click the Messages tab on the left.
  3. Select the conversation you'd like to open.

the messages tab with an active message thread

  1. Type your reply in the message field.
  2. To attach a file, click the Paperclip icon next to 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 Message.

Starting a new secure message thread

If your clinic has enabled patients to start conversations, you'll see a Send Message button in the upper-right corner of the Messages tab. If you don't see this button, your clinic hasn't enabled this setting.

  1. Click My Account in the upper-right corner of the online booking site to open your patient portal.
  2. Click the Messages tab on the left.
  3. Click the blue Send Message button.

The messaging tab in the patient portal with an arrow pointing at the blue Send Message button

  1. If you have an appointment history with more than one practitioner at this clinic, select the practitioner you'd like to message from the drop-down menu.
  2. Type your message in the Message field.
  3. To attach a file, click the Paperclip icon and select a file from your device. Files up to 50MB are supported in the following formats: JPEG, PDF, DOCX, and MP4.
  4. Click Send Message.

🩵 Jane Tip: You can only send a secure message to a practitioner you've had an appointment with at this clinic.

What to Expect

Once you send a secure message, your practitioner will be notified. You'll receive an email notification when your practitioner replies, with a link to view the secure message in your patient portal. Both you and your practitioner will see read receipts when secure messages are opened.

Important Notes

  • You can only send secure messages to practitioners you've had an appointment with at that clinic.
  • Secure Messaging must be enabled by your clinic before you can send or receive secure messages.
  • If your secure message thread is marked as archived, it means your practitioner may be away or has left the clinic. Archived threads can be viewed but not replied to. Reach out to your clinic directly to confirm.

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