How do I send my HEP patient a message?

Where HEP message notifications appear

• Top navigation Messages (mail) icon: Shows a badge for unread HEP messages.
   

  

  
   

• Patient record, Messages area: Message area will feature a badge for unread HEP messages.

  

   

Tip: If you’re expecting a reply and don’t see a badge, open the patient record, then Messages to check the thread directly.

Read and reply

1. From the top nav: select the icon to expand, then select the message.
    

   

    

   From the patient record, select Messages.
   
    

   

   
    

2. Choose the appropriate episode (e.g., Knee – PT).
   
    

   

    

3. Type your message, then select the send icon (paper plane).
   
    

   

    

Send a new message

From the patient record Messages area, select a conversation to open a thread and write your message.
 

Notifications you’ll receive

• Email: You’ll receive an email when a patient sends a new message about their HEP.
   
• In‑app: A badge appears on the top navigation Messages icon until the message is read.
  
   

Enable or disable messaging

1. Open the patient record.
    

   

2. Select Episode details.
    

   

3. Select the Allow patients to message clinicians option.

If you don’t see messaging options, contact your administrator. Patient messaging can be disabled at the organization or patient level. To learn more about editing episode details, check out this article.

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.

Connecting with your patients between visits is a great way to keep patients engaged and build a strong relationship with them. You can easily contact your patients via a message from the Medbridge platform.

To get started, you’ll need to enable messaging when creating your patient’s profile. After entering their name and contact information, check the boxes at the bottom of the page to enable messaging, pain, and difficulty ratings.

Once messaging has been enabled for your patient, you can access your conversations with them at any time from the patient profile. You can select All Messages at the top of the page, or select Episode Messages to only see messages related to the selected episode of care. 

When the messaging panel opens, any unread conversations will be noted with a red dot. 

If patients have questions about a specific exercise, they can send a message about the exercise and a dedicated thread will be created. If they have general questions, those can be sent in the direct message thread. Select any thread to view and respond to messages.

If you and your patients have not exchanged any messages, when you open the Messages panel, you can start a new thread by selecting Send Message. 

When reaching out to your patients, we’ve built in pre-written quick messages you can send to your patients. Sending one of these messages is a great way to quickly check in with a patient who isn’t engaging in their program, and can help them get back on track with their recovery.

If you have a new message from a patient, you'll see a notification in the navigation bar at the top of the page when you first log in to Medbridge. You click that notification to see the message and be taken to the conversation on the patient’s profile page.

In addition to notifications within the platform, you’ll also receive an email each time a patient sends you a message. For any patients you are on the Care Team for, you will receive email and in-platform notifications each time a patient sends a message. Learn more about Care Teams. 

Patient messaging can also be disabled at the organization and patient level. If you do not see the patient messaging options, contact your administrator to ensure the feature is enabled.