Messaging During the Visit

CureCompanion provides secure messaging capabilities that allow you to communicate with patients during video consultations. This messaging system ensures patient privacy while facilitating efficient communication throughout the visit.

Accessing the Messaging Interface

The messaging functionality is integrated directly into the visit page. You can access messaging features during active visits.

1. The messaging interface appears as a section on the visit page
2. Look for the “✉ Messages” heading with an envelope icon
3. The messaging interface is always visible during active visits – no need to click any icons to open it

The messaging interface is displayed as a fixed section on the visit page, allowing you to send messages while working with other visit documentation.

Sending Messages During Visits

Composing Messages

1. Click in the message text box labeled “Enter message” at the bottom of the messaging section
2. Type your message using the text input field
3. Your message can include:
   • Text communication
   • Medical instructions
   • Follow-up reminders
   • Care plan details

Sending Messages

1. After composing your message, click the send button (paper airplane icon) next to the text box
2. Your message will immediately appear in the message thread
3. The patient will receive a notification that a new message has been sent
4. Messages are timestamped automatically with your name and relative time (e.g., “a few seconds ago”)

Message Formatting Options

The message composer provides a simple text input interface without rich text formatting options. Messages are sent as plain text only.

Available features:

• Plain text input
• Line breaks within messages (using Enter while typing)
• Standard text characters and punctuation

Message History

Viewing Message History

The messaging section maintains a complete record of all communications during the current visit.

1. All messages are displayed in chronological order within the Messages section
2. Most recent messages appear at the bottom of the message thread
3. Each message shows:

• Provider name (e.g., “Jonathan Burton:”)
• Timestamp
• Complete message content

Message Persistence

Messages sent during visits are:

• Saved to the patient’s visit record automatically
• Available for review after the visit ends
• Included in the visit documentation permanently
• Accessible through the visit details page

Accessing Historical Messages

Messages from the current visit are always visible in the Messages section on the visit details page. Messages from previous visits can be accessed by:

1. Opening the patient’s record from the Patients section
2. Navigating to the specific previous visit
3. Scrolling to the Messages section of that visit’s details page

Note: Each visit maintains its own message thread – messages are not shared across different visits.

Message Notifications

Real-Time Notifications

The messaging system provides basic visual notifications for new messages:

1. New messages appear immediately in the message thread
2. Messages are timestamped when received
3. Messages from patients would appear in the same message thread format

Security and Privacy Features

HIPAA Compliance

CureCompanion messaging is designed to meet healthcare privacy and security requirements:

• Secure data transmission through encrypted connections
• Access controls based on provider authentication
• Message storage within the secure patient record system

Message Security

1. All messages are transmitted securely through the CureCompanion platform
2. Messages are stored as part of the patient’s medical record
3. Access requires proper provider authentication and authorization
4. Message content is protected by the same security measures as other patient data

Access Controls

Message access is controlled through:

• Provider login credentials and authentication
• Visit-specific access (providers can only see messages for visits they are authorized to access)
• Integration with facility-level security policies
• Patient consent as part of the overall telemedicine consent process

Secure Messaging Features

Patient Privacy Protection

The messaging system includes standard healthcare privacy safeguards:

1. Visit-Specific Messaging

• Messages are contained within each specific visit record
• Messages from different visits are kept separate
• Access is limited to authorized providers for that visit

1. Data Protection

• Messages are stored securely within the CureCompanion platform
• Access requires proper provider authentication
• Messages are integrated into the patient’s medical record

Message Persistence and Status

For Signed and Completed Visits:

• Messaging interface is disabled with “Messaging done for this visit”
• Previous messages remain visible for reference
• No new messages can be sent once a visit is signed and closed

Message Authentication and Integrity

The messaging system maintains message integrity through:

• Provider identification displayed with each message
• Automatic timestamping
• Integration with visit records and documentation
• Standard healthcare data protection protocols

Best Practices for Visit Messaging

Effective Communication

1. Keep Messages Professional
   • Use clear, medical-appropriate language
   • Maintain professional tone throughout
   • Avoid abbreviations that patients might not understand
2. Document Important Information
   • Use messages to confirm patient understanding
   • Send follow-up instructions through messaging
   • Summarize key visit points via message
3. Timely Responses
   • Respond to patient messages promptly during visits
   • Acknowledge receipt of patient questions
   • Use messaging to clarify any confusion

Message Organization

1. Clear Subject Separation
   • Send separate messages for different topics
   • Use line breaks to organize longer messages
   • Group related instructions together
2. Follow-Up Planning
   • Use messages to share next steps
   • Include appointment scheduling information
   • Provide contact information for questions

Troubleshooting Messaging Issues

Common Issues and Solutions

Messages Not Sending

1. Ensure you’re using the send button (paper airplane icon)
2. Verify you’re in an active visit (completed visits disable messaging)
3. Check your internet connection stability
4. Refresh the browser if the messaging interface appears unresponsive
5. Confirm the textbox is enabled (should show “Enter message” placeholder for active visits)

Message Interface Disabled

1. Check if the visit has been signed and closed – completed visits disable messaging
2. Look for “Messaging done for this visit” placeholder text, which indicates the visit is complete
3. Verify you have proper access permissions for the visit
4. Contact your system administrator if messaging should be available but appears disabled

Missing Message History

1. Ensure you’re viewing the correct visit – each visit has its own message thread
2. Check if messages were sent in a previous visit by navigating to that specific visit
3. Verify your browser has not cached outdated page content – try refreshing the page
4. Remember that messages are visit-specific and do not carry over between different visits

Interface Display Issues

1. Scroll down to the bottom of the visit details page to locate the Messages section
2. Look for the “✉ Messages” heading with envelope icon
3. Ensure your browser window is properly sized to display the full page
4. Clear browser cache if the messaging interface appears corrupted

When to Contact Support

Contact your system administrator or CureCompanion support team if:

• Messages are not appearing in completed visits where they should exist
• The messaging interface is not loading properly despite page refreshes
• You cannot access messages from visits you previously participated in
• System errors prevent message functionality from working entirely

Prevention Tips

• Complete your message communications before signing and closing a visit
• Keep important information in both messages and progress notes for redundancy
• Test message functionality early in each visit to identify any technical issues
• Ensure stable internet connection throughout the visit for reliable messaging