Carepatron’s secure messaging feature enables simple, safe, and efficient communication between healthcare teams and clients. Designed to meet HIPAA compliance standards, every message is fully encrypted to protect patient data and ensure privacy.
All communication, from appointment coordination to client updates and care discussions, takes place within a HIPAA-compliant, encrypted platform that ensures security and facilitates smooth collaboration.
You can use it to ask quick questions, share updates, collaborate on cases or schedules, and keep documentation organized without needing to switch tools.
In this help article, we'll cover how to:
Note: Before accessing the secure messaging feature, ensure that your Inbox is set up.
Send secure messages to your clients
Go to Inbox.
Click the drop-down button in the '+Compose', then select 'Secure message.'
Once the message window opens, select 'All clients' or type the recipient's name in the search bar.
Select your message recipient.
Type your message. You may attach a file by clicking on the '+' button.
Click on 'Send'.
Send secure messages to your team (internal)
Before accessing this feature, ensure that your Inbox is set up.
Go to Inbox.
Click the drop-down button in the '+Compose', then select 'Secure message.'
Once the message window opens, select 'All team members' or type the team member's name in the search bar.
Select your message recipient.
Type your message.
Click on 'Send'.
Customize how clients get notified through email
Once you send an in-app message to your client, they will receive an email notification. You can customize this based on your practice's communication style by doing the following:
Go to the Workflows Settings Page.
Scroll down to 'Communications.'
Click on 'Chat message received.'
Under 'Template details,' click 'Edit' beside 'chat message received.'
When the 'Template editor' appears, you can edit the template details, email content, and theme.
Click 'Save.'
Note: You can test your email set-up by clicking 'Send test email' to yourself.
Set flexible messaging controls for clients
You can configure communication preferences to match your practice needs. To do this:
Click Settings.
Select Workspace Settings.
Go to the 'Communications' tab.
You have the following options to configure communication preferences to match your practice needs:
Reply only (default): Restrict clients to responding only to staff-initiated conversations. Conversations with clients autoclose after 48 hours without a client reply.
Never initiate communication: Prevent clients from starting new conversations.
Assigned clients only: Limit staff communication to their designated client roster.
All clients: Any client can start a direct message with staff at any time.
Click 'Save.'
Note:
When a client sends a message, you’ll see a little pop-up at the bottom-right of your screen in real time. All messages also appear directly in your Inbox for easy access, keeping communication seamless. To avoid spamming, no email notifications are sent to the practitioner.
When a practitioner sends a chat message to a client, the system waits for 3 minutes before taking any action. At the three-minute mark, it checks whether the message has been read.
If the message has been read, no email is sent to the client to prevent spamming.
If it remains unread, the system sends an email notification, provided the client’s preferred notification method is set to 'Yes' for email.
However, if SMS notifications are also set to 'Yes,' text messages are sent to clients as long as the account is on a paid plan.
View recent messages
You can view your recent messages by doing the following:
Go to your Inbox.
You will see your recent messages sent to Clients or the Team in the left-side panel.
Note:
The inbox displays your six most recent chats.
Older ones disappear as new messages come in.
Archiving or manually removing inactive/deactivated users isn’t currently available.
Message actions
Edit: Correct typos or update messages after sending.
Delete: Remove messages when needed.
Reply: Threaded replies help maintain clarity in busy conversations.
Attach files to a message
You can also share files directly within the chat to enhance collaboration and productivity. To do this:
Click on the '+' sign located on the left side of the message box.
Select the file you want to attach.
Click 'Send.'
😊 Use emojis
You can express tone and emotion easily with emoji reactions. To do this:
Click on the emoji icon located on the left side of the message box.
Select the emoji you want to use along with your message.
Click 'Send.'
Send secure messages through a group chat
You also have the option to create a group chat for your clients and team members. The process is quite similar to sending a message. Follow these steps to create a group chat:
Go to Inbox.
Click the drop-down button in the '+Compose', then select 'Secure Message.'
Once the message window opens, select 'Create group' or type the recipient's name in the search bar.
Type the Group name.
Select the group members.
Click Create.
Type your message.
Click on 'Send'.
Note:
You can add/remove members. Just click on the Name of the group, then go to Manage Group.
Send bulk email
Another feature that we offer is the ability to send bulk emails. To do this:
Go to Inbox.
Click the drop-down button in the '+Compose', then select 'Bulk email.'
Once the email window opens, click on the 'To:' field to select the recipients.
You can select recipients based on categories:
Client: Send messages directly to clients.
Team: Communicate with specific team members or groups.
Tag: Reach contacts grouped under custom tags for easy targeting.
Status: Message recipients based on their appointment or workflow status.Type the Subject of the email.
Write your message.
Attach files if necessary.
Click on 'Send'.
Note:
Bulk emails are sent as separate emails, ensuring each recipient only sees their own message.
Our team will be able to answer any other questions you may have. Just reply via messenger through the Help channel in your workspace.