Opening Messages
Once inside the Messages page, you will see all messages received. Unread messages will appear with the sender's name in BOLD. The Messages will include the Activity Time (start time of phone call), Call Code, Patient Name, Patient Medical Record Number, and Activity Comments:
Message Response:
After reading/reviewing the message, you will need to respond to it by selecting a "canned response" on the bottom of the Secure Message. The system and our CareTriage Nurses (CareXM Total Triage RNs) will get the notification with your response selected.
If you intend to follow up on it, you can "ACCEPT" it by clicking on the blue paper airplane to send. This will notify our CareTriage Nurses that no additional follow-up is necessary.
If you are unable to follow up on the patient issue sent in the message, you can notify our CareTriage Nurses that you'd like for them to send this to another on-call staff member by selecting the "DEFER" response and sending it out.
Note: iPhone users, make sure to click "Done" before sending out the Defer response so that it doesn't revert back to "ACCEPT".
Reminder:
If a message has been sent to a staff member and that user has not submitted a response within a certain amount of time, the system will automatically generate a reminder asking the user to send a response. Responses should be send for every message received, including reminders and updates. If no response is submitted after reminder has been sent, a CareTriage Nurse will be reaching out via phone call to relay patient information.
Updated Messages:
If follow-up notes are added to the same activity that has already been messaged to in regards to the same patient, it will appear on the same message thread. If the patient calls in again in regards to a different matter, it will appear on it's own message thread. A response is required every time.
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