The Right Time for a Secure Message
Reach out online to receive the right care
Are you a Veteran receiving care at a VA facility? If you receive care as a VA patient and have a My HealtheVet account, you’re eligible to send secure messages to communicate with your health care team online. Enjoy the convenience of having your concerns and questions answered by your doctor without scheduling an appointment. When you use a secure message to speak with your health care provider, it can take up to three business days for a member of your health care team to respond.
What does this mean for you?
Understanding the difference between non-urgent and urgent health concerns can help you safely seek information or care. It also ensures that you receive the right care at the right time. Secure messaging is not a hotline for health problems. It should not be used if you need immediate attention or as an extension of the emergency room. Use messages for routine questions you have for members of your health care team or administrative departments such as Patient Advocates, Fiscal, Travel, and more.
Non-urgent topics
Non-urgent topics are routine and do not require immediate attention. In most cases, these are questions or concerns that can wait to be answered, like a routine visit with your primary care clinic.
Some examples of non-urgent concerns include:
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Asking about an appointment
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Renewing your medications
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Asking about your medications
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Lab test results
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Message to the clinic staff
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Question to your health care team
Urgent topics
Urgent topics are more severe and may need immediate medical attention. Urgent health concerns are considered serious and require emergency care. If not treated immediately they could result in disability or death. Urgent or emergency health concerns should not be addressed through a secure message.
Some examples of urgent medical concerns include:
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Bleeding
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Infection
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Fever
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Spinal cord or back injury
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Broken bone
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Trouble breathing
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Chest pain
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Feeling suicidal (You can always reach out to the Veterans Crisis Line)
If you're away from home and cannot wait until you see your health care provider for treatment, you need to go to the closest VA Clinic, Urgent Care, or emergency room. If you have trouble breathing or have chest pain, it is recommended you call 911 for immediate help. Don't use secure messaging in place of seeking medical care.
Learn more about messages on My HealtheVet
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