Email notifications
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Ryne Evans
Currently, when you send a message via the portal, the client receives an email, as they should. However, if the "channel" goes unread, and any subsequent emails are sent, they will not get a second email notification to avoid "spamming" the client. While this understandably makes sense, the issue lies in when there are 2 different messages, sent on 2 different days and the client does not login to view them, a 2nd email is not sent.
There is also the issue that when completed forms/notes are shared via the client portal via the "share" button on the note, it does not send an email to the client letting them know there is a new shared document with them. This also needs to be fixed/addressed.
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Linda Huber
I love the messages feature and feel that the clinician should be able to send messages to clients without interference from an EHR. I understand that when a client does not read the message that he/she will not get subsequent messages. This presents a significant challenge with HIPAA compliant communication in private practice and can directly impact the reputation of the private practice.
A client may not have even seen the first message. This creates an issue when sharing documents/information with clients. They may assume they did not receive information from the private practice (if it was communicated by the clinician that there would be open communication from the EHR portal).
I believe all new messages should not be blocked. This has potential to significantly and directly impact a breakdown between client/clinician communication and creates more work for the private practice.
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Achina Stein
I believe all new messages should be sent. I agree. Sending notifications every 24 hours would not be tolerated. But if a new message is 24 hours after the previous message, it should not be blocked.
Tyson Edwards
I don't think we want to send it after every message but we could expand it to keep sending notifications every 24 hours up to a reasonable point if the channel is unread. Would this be acceptable?
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Tali Ganir
Tyson Edwards: Do not limit the time. Some messages are more time sensitive, we should not be turning to other platforms for messages because our main one is limiting us.
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Avigail Spetner
Tyson Edwards: In my practice, we want a new notification for each new message. How about offering the option for this in Portal Features?
Cherie Blickenstaff
Tyson Edwards: Why not let the patient decide if they want a) every new message, b) daily, c) weekly? Something like that is a fairly standard option to be able to select, and if it becomes too frequent they could adjust it on their end.
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TLP Admin
Tyson Edwards: As providers we know our demographic and clients' needs better and should be trusted to make this crucial service decision.
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Amy Zipp, MS OT/L, CPI
Tyson EdwardsI'm submitting a request but in this same vein...we have families with a parent, plus 2 kids seeing us. That means that they get spammed with emails notifying them of a message and then they miss some because they ignore them and think the read it. The email needs to state that there are unread messages in
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portal channel. For example, me/Amy gets an email notice that there's a new message. There was also a message to my "Parent of Child A" or "Parent of Child B" and all I have are emails saying there's a new message. The system needs to send an email and notate which channel the message incoming from. This is even more of an issue when there's archived parents and active minor kid cases. Or whatever. Please have the system clarify the channel that is notifying them.