Secure messaging

Secure messaging in healthcare is a system for transferring clinical information confidentially between authorised healthcare providers. It may carry referrals, reports or discharge information. It is different from an ordinary text message or email, and successful transmission does not necessarily mean the receiving clinician has already reviewed or acted on the document.

Why do healthcare providers use it?

Clinical information can include sensitive details about diagnoses, treatment and personal circumstances. Secure messaging is designed to support protected information exchange between systems and services. It can help information reach the next clinician without relying on a patient to retell every detail.

The exact technology and workflow vary. A patient-facing messaging feature in an app is not automatically the same as provider-to-provider secure messaging. Ask the service which channel is appropriate for sending a report or receiving confidential information.

For the Australian guidance behind this explanation, see Australian Government Department of Health, Disability and Ageing: Secure messaging - Australian Digital Health Agency.

Does a sent referral mean my appointment is booked?

No. Transmission, receipt, clinical review and appointment scheduling are separate steps. Confirm which service the document went to, whether you need to contact them and how you will know it has been accepted. If there is an expected response time, record it and follow up when necessary.

Check that your identifying and contact details are correct. If a referral goes to the wrong service or contains an error, contact the sending provider promptly. Do not forward sensitive material to an address you have not verified.

What about urgent information?

A secure channel is not automatically monitored in real time. A clinician may need a direct phone handover or another urgent pathway when delay could affect safety. As a patient, do not use routine messaging for emergency symptoms.

See Doccio's referral information and privacy policy for its current process. Ask how results and documents are followed up, rather than assuming that a delivery confirmation is equivalent to completed care.

Where to go next

Read referrals to understand the relevant service. A doctor decides whether a consultation, examination, referral or another pathway is appropriate for your situation.