How to Message Your Provider Through the Patient Portal

The Medximity patient portal lets you send a secure message to your provider without picking up the phone. Whether you need to follow up after a visit or contact your chiropractor between appointments online, this guide walks you through every step.

When to Message Your Provider vs. Call the Office

Portal messaging is a HIPAA-secure channel — your health information stays protected. But it is not the right tool for every situation.

Use the portal to:

• Ask non-urgent questions about your care plan
• Request a prescription refill (allow 2–3 business days)
• Share a brief update after treatment
• Confirm what to bring to your next visit
• Contact your provider between appointments about routine progress

Call the office instead when:

• You have an urgent or same-day concern
• You need to schedule, reschedule, or cancel an appointment
• Your symptoms are getting worse quickly
• You have a billing or insurance question

Call 911 or go to the emergency room for any situation that feels like an emergency. Never use the portal for emergencies.

Not sure when to call instead of messaging? A good rule: if you need an answer today, call the office.

How to Send a Message to Your Provider (Step-by-Step)

Medximity uses the DigitalPatientChart portal. Before you message, make sure you have an active portal account. If you have not logged in before, check your email for a setup invitation from your provider's practice.

On desktop or mobile browser:

1. Go to your practice's patient portal link (found in your appointment confirmation email).
2. Enter your email address and password, then select Sign In.
   {{screenshot: DigitalPatientChart login screen with email and password fields}}
3. From your dashboard, select Messages in the top navigation bar.
   {{screenshot: Dashboard with Messages tab highlighted}}
4. Select New Message (or the compose icon on mobile).
   {{screenshot: New Message button on the Messages page}}
5. Choose your provider from the To dropdown.
6. Add a clear subject line — for example, "Question about my exercise plan" or "Refill request — supplement".
7. Type your message in the body field. (See the next section for what to include.)
8. Select Send. A confirmation banner will appear.
   {{screenshot: Confirmation banner reading "Your message has been sent"}}

On the DigitalPatientChart mobile app: The steps are the same, but the Messages tab appears at the bottom of the screen instead of the top navigation bar.

What to Include in Your Message for a Faster Reply

Knowing what to write when messaging your provider makes a real difference. A clear message gets a faster, more useful response.

Include these four things:

1. Your main question or concern — one topic per message keeps things clear.
2. Relevant context — when the issue started, what you have already tried, or which visit it relates to.
3. What you need — a recommendation, a refill, a simple yes/no answer.
4. Your preferred callback number — if the provider may need to follow up by phone.

Example opening:
"Hi, I had an adjustment on Tuesday and have had some soreness in my lower back since then. Is this normal, or should I come in sooner than my next scheduled visit?"

Keeping your message to one topic helps your provider respond completely the first time — which is the fastest way to get the answer you need.

How You'll Know When Your Provider Responds

Most providers reply within 1–2 business days. Response times vary by practice and how busy the schedule is.

To make sure you see the reply:

• Check that your email address is correct in your portal profile — reply notifications go there.
• Check your spam or junk folder if you do not see a notification email.
• Log into the portal and open Messages to view replies directly. The portal shows a read receipt when your provider has opened your message.

If you are wondering whether your provider read your portal message, the read receipt inside the Messages thread is the most reliable way to check — not the notification email.

To turn on or adjust notifications: Go to Settings > Notification Preferences and confirm that email alerts for new messages are enabled.
{{screenshot: Notification Preferences screen with message alerts toggle}}

Troubleshooting: Common Messaging Issues

Patient portal login not working

1. Select Forgot Password on the login screen and follow the reset steps.
2. Check that you are using the email address on file with your provider's practice.
3. Clear your browser cache and try again, or switch to a different browser.
4. On mobile, make sure the app is updated to the latest version.
5. If the issue continues, contact your provider's front desk — they can resend your portal invitation.

Portal message not sending

1. Check your internet connection.
2. Make sure the To field has a provider selected — the form will not submit without one.
3. Check that your message body is not blank.
4. Try refreshing the page and re-entering your message. (Tip: draft longer messages in a notes app first so you do not lose your text.)
5. If the send button remains unresponsive, try a different browser or the mobile app.

No reply notification received

• Check spam or junk folders.
• Log into the portal and check the Messages thread directly.
• Confirm your email address under Settings > My Profile.

Questions Better Handled at Your Next Visit

Some questions are worth saving for your appointment — not the portal. This gets you a more thorough answer and protects your provider's time for patients with urgent needs.

Save these for your next visit:

• Questions about a new symptom that needs a physical exam
• Requests to review or change your overall care plan
• Multiple questions at once (book an appointment instead)
• Anything that requires your provider to review imaging or lab results in detail

Not sure if your question is portal-appropriate? A quick call to the front desk is always a good way to check.

Still Need Help?

If you cannot access the portal or your message is not going through, contact your provider's practice directly by phone — their number is listed on your appointment confirmation or on their Medximity provider profile.

For general Medximity support, visit our Help Center home page or use the contact form to reach our support team.