Artera takes the Protected Health Information (PHI) of patients very seriously. In fact, all messages sent from Artera are sent as a Secure Link, by default. However, Artera allows users to send Unsecured Messages (plain text) to patients. 

As a general rule, anything that you would freely say to a patient on their voicemail is okay to send unsecured through Artera, which allows for a more seamless patient experience. However, if you would not leave the information on a patient's voicemail, do not send it over text without making it secure.

The ability to Secure or Unsecure Messages is available across Artera including Manual Messages, Broadcasts, Automations, Campaigns, and Quick Responses. Important: You can only send Secure Messages to Verified Patients. 

Patient View

Let’s review what the patient sees when receiving a Secure or Unsecure Message:

Unsecured Messages 

Many messages do not need to be secured because there is no PHI included in the message. To send an Unsecured Message, start the message with "!!" (two exclamation marks), no spaces, and begin typing your message. You can also click the Lock icon to "unlock" the message. Any Unsecured Message will be sent as a plain text to the patient. Plain texts follow the formatting of the texts we commonly receive from friends and family members. 

Secure Messages 

By default, any message sent through Artera is sent as a Secure Message. Within Artera, you will notice a Lock icon displayed near a Secure Message. Patient sent a Secure Message will receive a link to their mobile device. The patient will need to open the link and verify certain PHI in order to view the content of their message. The PHI that needs to be verified by a patient is dependent on what your Enterprise has configured as required within Default Settings. 

Secure Message Settings

Patient Sign-in Security (Default Settings)

Enterprise Users can establish whether patients who receive a Secure Message will need to verify their identity with their:

• Date of Birth
• Last 4 digits of their Social Security Number
• Zip Code
• Date of Birth and Last 4 digits of their Social Security Number
• Date of Birth and Zip Code

Edit Secure Message Copy (Practice or Default Settings)

When a patient receives a Secure Message, the default message sent out is "You've received a secure message [url]". 

To edit this message:

1. You can make the update for the Practice or Enterprise. Navigate to either Settings > Practice Settings or Settings > Default Settings (Practice Settings will override Default Settings).
2. Edit the message under Secure Message Copy.
   1. This is important to ensure the patient understands which information is required to view the message. For example, if a parent receives a Secure Message for their child without any indication that the message is for the child, the parent might input the incorrect PHI (Date of Birth, for example) to unlock the Secure Message. If the patient enters the incorrect information 5 times, they will be locked out of the system.
3. Click Save when done.

Editing and Deleting Secure Messages

Secure Messages can be edited or deleted in a Patient’s Channel for up to 15 minutes after the Secure Message has been sent. This capability is available to all users. 

Edit Secure Message

To edit a Secure Message, follow the steps below:

1. Navigate to the Secure Message within the Patient Channel 

2. Select the three-dot menu near the Secure Message 
   

3. An Actions menu will appear. Select Edit
   

4. Edit the Secure Message, as desired

5. Select Update Message to save the edit
   
   

Once edited, text will display beneath the edited Secure Message in the Patient’s Channel indicating the date it has been edited.

Delete Secure Message

To delete a Secure Message, follow the steps below:

• Navigate to the Secure Message within the Patient Channel

• Select the three-dot menu near the Secure Message
  
  
  

• An Actions menu will appear. Select Delete

• A Confirmation Modal will display asking you to confirm the deletion of the Secure Message
  

• To confirm, select Delete
• To cancel, select Cancel or click the ‘x’ in the top-right corner of the modal
  
  

Once deleted, text will display in place of the Secure Message in the Patient’s Channel indicating the date the message was deleted.

Patient View - Editing and Deletion of Secure Message

When editing or deleting a Secure Message, the message will be updated in real-time within the Secure Messaging Portal. 

Edited Message View

The edited Secure Message will display the date in which the message was edited by the user:

Deleted Message View

The deleted Secure Message will be removed completely from the patient’s view and replaced with the date in which the message was deleted by the user:

Editing and Deleting - FAQ

Which User Types have the ability to edit or delete Secure Messages?

All User Types.

Am I able to edit or delete a Secure Message that was sent by another user?

Yes, users can edit or delete Secure Messages sent by themselves or other users. 

How long do users have to edit or delete Secure Messages?

For up to 15 minutes after the Secure Message has been sent. A timer is displayed near the Actions Menu of the Secure Message indicating to the user how much time is left to take action.

In the Patient Channel, does Artera display the name of the user who edited or deleted the Secure Message?

At this time, no. Only the date on which the Secure Message was edited or deleted is displayed.

I am unable to edit a Smart Phrase used in a Secure Message, is this expected?

Yes, users will not be able to modify or add any Smart Phrases in an edited Secure Message. If you attempt to do so, the Smart Phrase will not be rendered appropriately. 

Can Quick Responses be added to an edited Secure Message?

No, Quick Responses cannot be added to an edited Secure Message.

Can attachments be edited in a Secure Message?

No, only the text associated with the attachment can be edited. You cannot change the attachment sent as part of a Secure Message.

Can attachments be deleted when sent in a Secure Message?

Yes, attachments can be deleted.

Can patients edit or delete any messages they send through the Secure Patient Portal?

No, patients cannot edit or delete their messages. This functionality is only available to Artera users.

Are patients notified when a Secure Message has been edited or deleted from their view?

No, patients are not notified. Any edits or deletions made to Secure Messages are displayed in real-time to the patient.