Elation Messaging

We are honored to be a part of your healthcare team and work hard to provide you compassionate care.

Elation portal messaging is a service we are proud to make available to you. Portal interactions offer the advantage of secure direct communications with your health care team, timely test result reports, and enhanced transparency to important medical information related to your care.

Over the past several years, the volume of incoming portal messages has increased. We have found that this can overwhelm and slow our workflow. Our providers are committed to delivering the best care to you. This includes incorporating the appropriate use of portal messages as an avenue of direct communication. We need your help to ensure the ongoing success of this messaging service.

Please review and consider these portal use expectations before sending a message to your care team:

• Portal messages are directed to your health care team, which includes medical assistants, billing, records, referrals coordinators, and your providers. Your message may filter through several hands before you receive a response from a member of the team. When necessary, your provider may provide advice or instructions for further care.
• Portal messages have an expected turnaround time of three (3) business days. We will strive for the shortest response time possible but please be aware that your provider is responding to your message between patient appointments or after clinic hours during their time at home.
• Portal messages should be used for the following:

Following up on test results from your provider

Brief updates on medical problems and response to treatments

*New problems, conditions, or symptoms reported in patient portal messages will likely prompt your health care team to schedule a visit to discuss these concerns.*

– Portal messaging should not be used for:

Urgent or time-sensitive requests

Reporting the health condition of people other than the patient named in the chart Requesting assistance for medical conditions that require urgent intervention

Requesting new medications or treatments that have not previously been discussed with your provider

• All correspondence on the patient portal becomes permanent documentation in your medical record. Please be thoughtful in how you address your health care team. Multiple inquiries are not appropriate, often delay response time and can get lost in a stack of messages.
• Messages should be concise. A clear statement or question should be provided detailing what is being requested of your health care team (e.g., an appointment request, a symptom update, a medication update).
• Many test results are automatically released to your MyChart from outside institutions. This means you may see the results before your ordering provider has had the opportunity to review them. Please allow up to five (5) days for your provider to review your results and send comments to you. Please refrain from sending a message requesting results interpretation, even if the results are flagged as abnormal, unless more than five (5) days has elapsed from when you received the results.

Thank you for trusting Columbia View Family Health Center with your health care needs.