This article explains how to send and manage patient messages for Pathways episodes in Medbridge Care and in Classic. Use the sections below based on which version your organization uses.
Medbridge Care
Where Pathways message notifications appear
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Alerts: New Pathways messages surface in Alerts.
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Patient record, then Messages: View and send messages in the episode‑specific thread (Active and Ended Episodes).
Note: Pathways message notifications do not appear in the top‑navigation Messages (mail) icon at this time. If you’re expecting a Pathways reply, check Alerts or open the patient record, then Messages.
Send a message
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Open the patient record in Medbridge Care.
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Select Messages.
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Choose the appropriate Pathways episode (e.g., Falls Prevention, MSK Knee – PT).
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Type your message, then select the send icon (paper plane).
Read and reply
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From Alerts, open the Pathways message alert, then select the relevant episode.
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Or open the patient record, then Messages, select the Pathways episode, and reply to the relevant episode.
Notifications you’ll receive
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In‑app: Pathways message alerts are shown in Alerts.
Note: At this time, email notifications are not sent for Pathways messages. Check Alerts or the patient record, then Messages for updates.
Enable or disable messaging
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Open the patient record.
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Select Episode details.
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Select Allow patients to message clinicians.
If you don’t see messaging options, contact your administrator. Patient messaging can be disabled at the organization or patient level.
Note: this is a universal setting for the patient. If it is turned on/off for one episode, it will be turned on/off for all of the patient's episodes. To read more about editing episode settings, check out this article.
Classic
Navigating to Unread Messages
You can access patient messages from multiple locations in Pathways:
Alerts Tab (Recommended)
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Go to the Alerts tab from the main navigation.
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Select the
Filter icon.
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Check the box for Unread messages.
- The list will update to show only patients who have unread messages. Select a patient from the list. The number you see in the preview panel represents the number of unread messages for that specific patient.
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In the preview panel, select either:
- the Messages button next to the patient’s birthdate, or
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the Check unread messages option below the alert
summary.
- You’ll land on the Messages view, where each pathway with unread messages is marked with an indicator badge.
- Select a pathway to view the full message thread and respond.
Patients Tab
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From the top navigation, select Patients.
- Use the search bar to locate the patient by name.
- Select the patient’s name to open their profile.
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Choose Messages to view all messaging threads grouped by
pathway. Unread messages will be indicated with a badge next to the pathway
name.
Note: Messages are automatically marked as read when you open the thread. There is no manual “mark as read” action.
How to Send and Respond to Messages
- Navigate to the message view via the Alerts tab, Patients tab, or patient profile.
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Select the relevant pathway (if the patient has more than one). The full
message thread for that pathway will open.
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Type your message in the input box and select the Send icon.
Messages are sent immediately and will be visible to the patient and all clinicians in your organization. If the patient has SMS or email notifications enabled, they will be notified of a new message.
FAQs and Troubleshooting
Why can’t I see the Messages option?
Your organization’s admin may have disabled messaging. This is usually done with the intention that you use a different messaging platform, like your EMR patient portal system. You can check with your organization’s admin users if you believe this is disabled in error.
Who can view and respond to patient messages?
Any clinician or care team member in your organization with access to the record can view and respond to patient messages. This will be based on your organization's settings as well as the care team in Medbridge Care.
Can I respond directly from the Alerts tab?
Yes. Selecting a message from the Alerts view takes you directly to the messaging panels. No need to go to the patient record first!
Can I message a patient across multiple pathways?
Messages are organized by pathway episode. If a patient has multiple pathway episodes, you will see a separate message thread for each.
Are messages secure and part of the clinical record?
Yes. Messages are encrypted, HIPAA-compliant, and recorded in the Patient Activity Report.