Help with messages
We are sorry to hear that you are experiencing issues with the messaging feature or have questions about how it works. Below you will find the most common situations and their solutions.
How does an online message (e-consultation) work?
You can easily and securely send a message to your healthcare provider through HealthApp. It is important to know that an online message (an e-consultation) is treated exactly like a real appointment at the clinic. Therefore, it is not a chat program or WhatsApp for quick back-and-forth messaging.
The same attention as in the consultation room: Your healthcare provider reviews your message with the same medical care and attention as if you were sitting right in front of them. This takes time.
A busy workday: The healthcare provider answers messages in between their other duties. Throughout the day, they are busy treating patients at the clinic or making medical home visits.
Each question separately: To keep your medical records organized, every submitted message is handled as an individual consultation. This is also the reason why you need to start a new message for each new question.
How can I send a photo or attachment?
(Would you like to see a detailed guide with screenshots showing you exactly how to do this step-by-step? Please visit the Send a message page.)
In short, here is how it works:
- Log in to the HealthApp and go to Messages.
- Click on + Message in the top right corner and choose your healthcare provider.
- Type your message and fill in the subject.
- Adding the photo or file: Below your text box, click on the box that says: "Drag your files here, or you can add them here". Select the file from your computer, tablet, or phone.
- Click on the three dots next to the file if you want to see a Preview or Delete it.
- Click Send message and then Confirm.
Important rules for sending files:
Amount: You can send a maximum of 4 photos or files per message.
Size: Each file can be a maximum of 10MB in size.
File type: We support most files (such as .doc, .docx, .pdf, .gif, .jpg, .jpeg, .png, .tiff, and .tif).
I have a different problem with messages
Did this article not solve your question or issue? Please check if one of the other help articles about messages can help you further. If you still cannot find a solution there, you can report your issue to us by filling out the feedback form.
