Using the Family Chat

Using the Family Chat on the Case Details Page

The Family Chat allows the surgical team to provide real-time, secure updates to a primary contact of the patient’s family during the procedure. Each patient case automatically has its own Family Chat thread, giving the team a simple way to share status updates, answer questions, and provide reassurance without requiring phone calls or physical waiting room visits.

The Family Chat enhances communication, builds trust, and reduces anxiety for families waiting for news. The surgical team can post brief, clear updates to keep the primary contact connected and engaged, such as when the procedure starts, reaches key milestones, or concludes.

Registering a Family Member

To help maintain patient confidentiality while keeping families informed throughout the surgical process, only authorized individuals can view the Family Chat. To access the Family Chat, the primary contact must receive a secure invitation and a unique password.

To register the primary contact:

1. On the Case Details page, go to the Chat pane, and click Family Chat.

   
2. Enter the primary contact's phone number and a unique password, and then click Register Primary Contact.

   The OpComm Portal sends a text message to the specified phone number with a link to complete registration.

3. Contact the family member you registered as the primary contact.

   1. Provide the secure password to the family member.

   2. Instruct the family member to use the provided password to respond to the registration text.

   The family member receives confirmation text message that they are now subscribed to the Family Chat.

4. To confirm secure access, send a test message in the Family Chat and ask the family member to respond.

Posting Updates

Ensure you communicate effectively. For example:

• Enter brief, clear updates.

• Keep messages simple, informative, and appropriate for a non-clinical audience.

• Avoid using detailed medical jargon to ensure families can easily understand the information.

Responding to Questions

If the family member asks questions:

• A designated team member should monitor and respond as appropriate.

• Maintain professionalism and keep responses focused on the patient’s general status.

Maintaining Confidentiality

When sharing information through Family Chat:

• Share only information that is appropriate and authorized.

• Avoid discussing sensitive medical decisions or unexpected complications. Have those conversations in person or go through formal channels, if necessary.