Articles on: Patient Communication

What will my patients see when they receive a Direct Message?

When you send a Direct Message, we use two-factors to add an extra layer of security to your message. This is exactly the same principle that is used by 2FA (Two-factor Authentication). 

The recipient will receive two things:

An email containing a link to the message portal
An SMS. This is sent once they click the link in the email. It will contain a six digit code that they will need to enter to gain access to the portal and the message it contains.

The email sent to the patient is simple and non-customisable, and contains no PII (Patient Identifiable Information):

When the link within the email is opened, the message portal will appear, branded with your logo (as specified in Settings -> Organisation) at the top of the page:

When the link is clicked, an SMS containing an Access Code will be generated automatically and sent to the recipient. 

The access code is not sent until the patient has clicked on the link in their email, so if anyone reports any issues, the first thing to check is generally if they have clicked the link yet!

Your patient should then enter the six digit access code into the Access Code box and select Unlock

This will open the portal and the message it contains.

If you have sent any documents via Direct Message, patients will be able to view these within the message portal, or download them as an attachment by clicking Download Attachment underneath the document viewer.

If an expired direct messages is opened, the recipient will be taken to a screen advising to contact you on the number specified in Settings -> Organisation.

Updated on: 20/06/2022

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