📨 Patient Portal Communication (RXNT Patient Portal)

To establish standardized guidelines for managing patient messages received through the RXNT Patient Portal, ensuring timely communication, accurate documentation, patient privacy, and appropriate clinical escalation.

Purpose

The RXNT Patient Portal provides patients with a secure method of communicating with the clinic. Proper management of portal messages promotes timely responses, protects patient privacy, improves continuity of care, and ensures that clinical concerns are directed to the appropriate healthcare professional.

Policy

All patient portal messages must be reviewed promptly, routed to the appropriate department or provider, and documented within RXNT. Portal messages are not intended for emergency medical concerns.

Patient Portal Workflow

1️⃣ Receive Portal Message
2️⃣ Review Content
3️⃣ Route to Appropriate Staff
4️⃣ Respond or Obtain Provider Guidance
5️⃣ Document Communication
6️⃣ Close the Message

Appropriate Patient Portal Messages

Administrative

  • Appointment requests.
  • Insurance updates.
  • Demographic changes.
  • Medical records requests.
  • General non-urgent questions.

Clinical

  • Medication refill requests.
  • Provider follow-up questions.
  • Review of provider instructions.
  • Non-urgent symptom updates.
  • Questions regarding treatment plans.

Care Coordination

  • Referral questions.
  • Laboratory follow-up.
  • Imaging scheduling.
  • Specialist coordination.
  • Hospital follow-up communication.

Medical Assistant Responsibilities

  • Review assigned portal messages promptly.
  • Route messages to the appropriate provider or department.
  • Respond within your scope of practice.
  • Document provider instructions accurately.
  • Maintain HIPAA compliance during all communication.
  • Close completed messages only after all required actions have been completed.
  • Document patient education when provided.

Best Practice

Portal messages should be addressed as promptly as possible during normal business hours. Patients should receive clear expectations that the portal is intended for non-emergency communication and that response times may vary based on message complexity.

Immediate Escalation Required

  • Chest pain or difficulty breathing.
  • Stroke symptoms.
  • Suicidal or homicidal statements.
  • Severe allergic reactions.
  • Heavy bleeding.
  • Any message suggesting a medical emergency.

Message Response Standards

All RXNT Patient Portal messages should be reviewed during normal business hours and responded to in a timely manner. Messages should be prioritized based on urgency while remaining within each team member's scope of practice.

📨 Review Message
🔍 Determine Priority
👩‍⚕️ Route to Provider if Needed
💬 Respond to Patient
📝 Document Actions
✅ Close Message
TNC Standard

Patient Portal messages are monitored during normal business hours only. Patients experiencing a medical emergency should be instructed to call 911 or go to the nearest Emergency Department. The portal should never be used for urgent or emergent medical concerns.

Response Expectations

Messages should be acknowledged promptly and routed to the appropriate team member when additional review is required.

  • Review portal messages throughout the business day.
  • Respond within established clinic response time goals.
  • Notify the provider of messages requiring clinical decision-making.
  • Escalate urgent concerns immediately.
  • Inform patients if additional time is needed to complete their request.
  • Close messages only after all requested actions have been completed.

Best Practice

Even if a complete answer is not immediately available, acknowledge receipt of the patient's message and communicate the expected next steps. Keeping patients informed improves satisfaction and reduces duplicate messages.

Messages That Should Not Be Managed Through the Portal

Certain concerns require a telephone call, same-day appointment, or emergency evaluation rather than secure messaging.

  • Chest pain.
  • Difficulty breathing.
  • Stroke symptoms.
  • Loss of consciousness.
  • Suicidal or homicidal thoughts.
  • Heavy bleeding.
  • Severe allergic reactions.
  • Rapidly worsening symptoms.

Escalate Immediately

  • Attempt to contact the patient by telephone when appropriate.
  • Notify the provider immediately.
  • Advise the patient to call 911 or proceed to the nearest Emergency Department for emergency symptoms.
  • Document all communication attempts in RXNT.

Documentation Requirements

  • Date and time the message was received.
  • Patient identity verified.
  • Summary of the patient's request.
  • Staff member reviewing the message.
  • Provider involvement when applicable.
  • Response provided to the patient.
  • Additional follow-up actions taken.
  • Date and time the message was completed.
  • Final disposition documented in RXNT.
All patient portal communications become part of the permanent medical record. Documentation should remain objective, professional, and clinically appropriate.

Quality Assurance

Medical Assistant

  • Monitor assigned portal messages.
  • Respond within scope of practice.
  • Route messages appropriately.
  • Document all communication.
  • Maintain HIPAA compliance.

Provider

  • Review clinical portal messages.
  • Provide medical recommendations.
  • Approve treatment decisions.
  • Document clinical decision-making.
  • Support continuity of care.

Leadership

  • Monitor portal response times.
  • Audit documentation quality.
  • Review patient communication metrics.
  • Provide ongoing staff education.
  • Identify workflow improvement opportunities.

Patient Portal Checklist

✅ Review the message promptly
✅ Determine the appropriate level of urgency
✅ Verify patient identity before responding
✅ Route clinical questions to the provider when indicated
✅ Respond within your scope of practice
✅ Document all communication in RXNT
✅ Escalate emergency concerns immediately
✅ Complete any follow-up actions
✅ Close the message only after all actions are complete
✅ Maintain HIPAA compliance throughout the communication

Sawubona Standard

Every patient portal message is an opportunity to strengthen trust and improve the patient experience. By responding promptly, communicating clearly, protecting patient privacy, and ensuring each request reaches the appropriate team member, The Neighborhood Clinic extends compassionate, patient-centered care beyond the walls of the clinic. Every message should leave the patient feeling informed, supported, and confident that their care matters.