Portal: Configure the messages so that they automatically begin with the patient’s name and end with the name of the user who sent the message to avoid confusion.

Affected users:
Users who send messages to their patients’ Portal accounts.

Task affected:
Clearly identifying the intended recipient of the message and the sender.

Impact:
The sender’s name appears at the top of the message, which leads patients to believe that the name shown is the recipient rather than the sender.

Current state:
Patients frequently contact clinics believing they have received messages intended for someone else. Clinic staff must then explain that the name displayed at the top of the message represents the sender and not the recipient, unlike standard email formatting where the sender’s name appears at the bottom.

Competitive considerations:
N/A