You can send a secure message to a patient through the patient portal or TELUS Collaborative Health Record (CHR) Connect, depending on the app your clinic is using. The workflow is the same for both.
You must ensure that:
The patient portal is enabled for your clinic (see Enabling and customizing the patient portal).
The patient is allowed to access the patient portal (see Allowing patients to access the patient portal).
The patient has an email address or SMS number set in their demographics.
However, if you attempt to send a message to a patient who does not have access to the patient portal or CHR Connect, or if they do not have a notification method and email or cell phone number saved in their demographics, you can configure these settings directly from a Message Patient window that appears.
📌 Notes:
You can customize the default text that is sent to the patient with the link to open the message, refer to Customizing notification templates.
If you're using the patient portal:
Only your clinic can send the first message.
Patients can then reply if you allow them to. When you close the conversation, patients can no longer respond.
Patients cannot upload attachments to the conversation.
If you're using CHR Connect:
The patient must create a CHR Connect account to view your message.
Only your clinic can send the first message.
Patients can reply to specific messages, if you allow them to. When you close the conversation, patients can no longer respond.
Patients can include attachments (PDF, JPG or PNG).
If you're using CHR Connect Pro:
The patient must create a CHR Connect account to view your message.
You can enable the ability for patients to send the first message. For more information, refer to TELUS Collaborative Health Record Connect Settings.
Your clinic can configure automatic replies.
For more information, refer to Viewing messages within a patient chart.
Steps
1. From the patient's chart, click Start/Open > Message Patient.
📌 Note: If your patient doesn't have access to the patient portal or CHR Connect, or if the patient does not have any notification method and email or cell phone number saved in their demographics, a Message patient window appears. From here, access to the patient portal or CHR Connect is automatically enabled, add or update the patient's notification preferences if required, and click Save.
A New Message window appears. The patient is automatically added as a recipient.
2. To include other CHR users in the message, click the To field and select the users.
3. In the Title field, type a message subject.
4. Complete the message body in the text area.
💡 Tips:
To use a pre-configured message template, click Template at the top right-hand corner. See Creating a message template.
You can format your text with bold, italics, strikethrough, etc. or add tables and modify text alignment. Use the format options at the top of the text area.
To include a hyperlink, type the website address and press Enter.
5. To attach chart information or other files:
a. Click +Add Attachment.
b. Select Upload from your computer or Attach a file of <patient name>.
If you selected Upload from your computer, select a document from your computer.
If choosing Attach a file of <patient name>, you can choose multiple attachments from a variety of places within the patient chart. Click Select.
💡 Tip: If you cannot find the Inbox item, confirm that you have the correct date range set in the top right-hand corner.
6. Select the checkbox to Allow patient to respond in this conversation.
💡 Tips:
This checkbox is selected if you have enabled the patient conversation responses.
If your clinic uses the CHR Connect app, a parent or guardian can respond on behalf of their dependants. For more information, refer to Linking your CHR Connect account with your dependants (for patients). The response clearly indicates who is sending the message on behalf of their dependant. This allows you to easily see who you are speaking with.
7. Click Submit. The message is sent to the patient, and the patient is notified through email or text message.
Updated March 17, 2025