[PATIENT PORTAL] Portal messages - Possibility for links included in messages to be clickable

Affected user(s):

• The users affected are clinicians (physicians, nurses, administrative staff) who send messages through the patient portal.

• Patients are also directly affected because they cannot click the links sent to them.

• This problem impacts all users who rely on sending or receiving links in the patient portal.

Task affected:

• The issue occurs during the workflow of composing and sending messages to patients inside MYLE’s patient portal.

• Whenever a clinician wants to include an external link—for example to a form, an educational resource, a clinic website, or an appointment link—the link appears as plain text and is not clickable for the patient.

Impact:

• The issue occurs very frequently, as sharing links is a common part of patient communication.

• Because links are not clickable:

  • Patients must copy-paste URLs manually, which is inconvenient and often leads to errors.

  • Staff may need to send follow-up messages or handle additional phone calls from confused patients.

• Enabling clickable links would save staff time per message and significantly reduce patient frustration.

• The global impact is a reduction in the efficiency, professionalism, and clarity of communication through the portal.

Current state:

• Users currently paste URLs into messages, but they remain non-interactive text.

• Patients must manually copy the URL and paste it into a browser.

• Some clinicians avoid sending links altogether because it creates too many issues for patients, reducing the usefulness of the patient portal.