Secure Messaging: Outbox

The Outbox shows Secure Messaging letters that have been sent, along with some details about Pathology and Radiology requests that have been created. It's a smaller, less frequently used screen, but useful for tracking outgoing correspondence and linking results back to their originating requests.

Contents:

1. Linking a Result to a Request
2. Send and Re-send

Linking a Result to a Request

From the Outbox, you can link a Result to a Request in a similar way to the Inbox, this time using Link to Result instead of Link to Request, since you're working from the Outbox side.

1. From the Outbox, select the request you would like to link results to 
2. Click the Link to result button
3. Select one or multiple results related to this request
4. Click Link to result

Send and Re-send

The More menu in the Outbox includes Send and Re-send options for correspondence sent via Secure Messaging (Healthlink, Medical Objects, or Argus).

A successful send shows the message "Outbox message is sent."

Troubleshooting

My message shows a status of "Sent" but not "Delivered". Has something gone wrong?

Cause: For messages sent via Medical Objects, Sent means the broker (Medical Objects) has successfully processed the message, and Delivered means the message has been acknowledged by the receiving practice's software. In other words, Sent is similar to a message being sent, and Delivered is similar to a message being seen.

Resolution: This is expected behaviour rather than an error. No action is required: the status will update to Delivered once the receiving practice's software has acknowledged the message.

My outbound message has been showing "Pending" for a while. Does that mean it hasn't gone through?

Cause: Not necessarily. Pending simply means MediRecords hasn't yet received a delivery acknowledgement for that message. A scheduled process checks and updates message statuses roughly every 15 minutes, so it can take a little while to update even when everything is working correctly. A message can also stay on Pending because:

• Secure Messaging configuration is incorrect (a mismatch between MediRecords and the vendor). The message will not be delivered until this is corrected, and it will not automatically retry once fixed, it must be resent manually.
• The recipient is inactive in the vendor's provider directory, so the message will not be delivered.
• The sender's provider number is missing, invalid, or inactive in the vendor's provider directory. For Medical Objects specifically, the message may actually be delivered, but the status will keep showing Pending because the delivery acknowledgement can't be matched back to a valid sender.
• Occasionally, an issue on the vendor's side, such as their delivery report service being temporarily unavailable, can also delay status updates.

Resolution: Check your Secure Messaging configuration, and the sender's and recipient's provider number details. If the configuration was incorrect, correct it and then resend the message manually using Re-send, as it will not retry automatically.

If this doesn't resolve it: contact MediRecords Support.