This article discusses the patient's view when receiving a Secure Message from Artera. To learn about Secure Messages, click here.

Secure Message Access - Patient View

1. When the patient receives a message containing a secure link, they must click on the link contained in the message to complete the verification process and view the information. This link begins with "http://well.app" and concludes with a string of numbers and/or letters. 
   NOTE: The screenshot below contains a link sent to a test patient through an Artera demo environment, so the URL varies.
2. The patient sees a drop-down menu listing all organizations associated with their phone number and must select one to view their messages
   
3. Depending on your Default Settings, the patient will verify their identity with one of the options listed here. If Patient Sign-in Security Criteria set to None, patients skip this step. 
   
4. Once they have verified their information, the patient will be taken to their Messages page. Each row on this page is a Practice line and the patient can select a row to view the messages from that line. Rows are sorted by date, with the most recent message first. A red dot next to a Practice line name means that line has sent a message the patient has not opened yet. In the below example, the patient has messages from two Practice lines. The row with the red dot has a message the patient has not opened.
   
   

Message Order and Unread Indicator

The Messages page tells the patient two things: which Practice lines have sent them something new and which message arrived most recently.

Unread indicator

A red dot appears next to a Practice line name when that line has sent a message the patient has not opened. The dot clears as soon as the patient opens that line's messages. It stays clear while they are reading, even if the Practice sends another message while the patient has the conversation open. A reply from the patient also clears the dot. 

Message Order

Rows are sorted by date, with the most recent message first. Whether a message has been opened does not change where its row sits. Automated messages and Campaign messages count toward the date.

NOTE: The unread indicator and this sort order apply to the patient's Secure Messaging Portal only.

Accessing a Secure Message 60-Minutes after Delivery

Patients who access a Secure Message link more than 60 minutes after delivery must enter a 5-digit confirmation code sent to their mobile device, in addition to their standard verification information. 

This same confirmation code requirement applies when a patient tries to open an older Secure Message after a new one has been sent to them.

1. The patient receives a message containing a Secure Link, but waits 60+ minutes to access the message.
2. The patient clicks on the link and is routed to the Patient Sign In page. Here, they are asked to enter in their 10-digit phone number to receive a confirmation code.
3. The patient is sent a confirmation code to their mobile device. This code is valid for 30-minutes.
4. The patient enters the confirmation code into the Confirmation Code window.
5. The patient is presented with the organization(s) of which their phone number was located in and must select an organization from the drop-down menu to view their messages.
    
   
6. The patient is asked to verify their identity with the options listed here, based on your Default Settings.
7. The patient is then routed to the message sent to them. 

NOTE: The label displayed at the top of the message page is the name of the Enterprise and the name of the line used to deliver the message. To edit how the line name displays to patients, edit the line.

Logging into Artera without Secure Message Link - Patient View

Patients who access the Secure Messaging Portal by visiting app.wellapp.com/login will experience a slightly varied workflow compared to patients who access the Secure Messaging Portal via the Secure Link sent to their mobile device. 

1. The patient logs out of the Secure Messaging Portal and chooses to log back in or the patient navigates to app.wellapp.com/login.
2. The patient enters their phone number on the Patient Sign In page and selects Continue.
   
3. The patient receives a confirmation code to their mobile device. This code is valid for 30-minutes. 
4. The patient enters the confirmation code into the Confirmation Code window.
   
5. The patient is presented with the organization(s) their phone number was located in and must select an organization to view their messages.
   
   
6. The patient is presented with a list of people associated with that organization that share their same phone number and must select their patient account. The first name, last initial, and partially redacted date of birth is displayed for each account.
   
7. The patient is presented with a Verify Patient Identity window and must verify their identity with one of the options listed here. The identification verification varies depending on what is set up for the Patient Sign-In Security Criteria Default Setting. 
   
8. Once their identity is successfully verified, the patient is routed to their Secure Messaging Portal.