Messaging

SureAdhere uses In App messages for reliable communication between patients and providers using the Provider app and Messages in the mobile application.

Messaging allows the staff and patients to communicate in real time chat messages between the patient's mobile application and the staff’s Provider application.

1. Once the feature is enabled for the account, patients will need to their mobile application and Allow messages on their device for messaging to start working.

2. Once the SureAdhere app is opened once on the patient’s phone and the patient Allows messaging, the provider will see the toggle on the patient profile screen in Virtual Care preferences change to Opt In: IN.

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3. Once the patient has opted in, the send button on the Messages tab will be enabled for the staff to send messages to the patient.

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The staff will see patient messages on the Messages tab, where they can send messages directly to the patient’s mobile application.

1. The patient Messages tab has a Patient Chat box. Clicking on a message will show delivery status. The delivery status is not shown unless the message is clicked on.

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2. When the patient sends a message back to the provider, the message will show in the Patient Chat box. Note that this might not be immediate and can take a few seconds to be shown.

1. If the Patient opts out of Messaging, the Settings will automatically toggle to off in Patient’s Virtual Care Preferences on the Profile tab. Note: when opting out the patient chat history will not be retained.

1. Uninstall of the app clears all data from the phone, all historic messages.

   1. So if patient re-installs the app on their device, they will not see historic messages

   2. The web app will still show the patient as opted in to Messaging (this will need to be fixed in future)

2. If the patient reinstalls the app, they will be prompted to opt-in for 'Messaging' again. The patient’s response will automatically update their Messaging settings in the Provider application under Virtual Preference.

1. If a patient was offline and comes back online, any unsent messages from the mobile app will automatically be delivered.

2. Similarly, any messages sent by the provider while the patient was offline will now be visible to the patient.