Messaging in Pathways keeps you in touch with your care team. It lets you share updates, ask questions, and receive guidance through your Pathways account.
This guide will help you understand where to find messages, how to send one, and what to expect during your program.
How to read and send messages
When you log in to your Pathways account, you’ll land on your most recent active pathway. From there, you can easily check if you have new messages.
- Tap the message bubble icon. On mobile devices, this is typically at the top of the screen.
- This opens the Messages section. Select the pathway (like "Foot Pain" or "Knee Pain") to view the message thread.
- If your care team has messaged you, it will appear here. You can also type messages here and select the Send icon button to send.
FAQs and troubleshooting
Q: How will I know when my provider replies?
A: If you’ve opted into email or SMS text alerts, you’ll receive a notification with a link to view the message. Otherwise, check your Messages section directly in your Pathways account.
You can read more about enabling email or SMS text notifications here.
Q: Why don’t I see a Messages section in my account?
A: It's possible your provider's organization has turned messaging off. This is common if they intend to use a different messaging system, like your patient portal.
Q: I see the Messages option, but I can’t send a message. Why not?
A: Messaging is only available while your pathway is Active. If your pathway is marked as Completed, you can still read past messages but cannot send new ones.
Messaging is unavailable if your pathway is Pending, Expired, or Cancelled. Please reach out to your provider if you have any concerns about the status of your pathway.
Q: How do I send a message if I’m enrolled in more than one pathway program?
A: If you're enrolled in more than one pathway, you'll see a separate message thread for each. Just select the one you want to message about.
Q: What if I need urgent help?
A: Pathways Messaging is best for non-urgent questions. Please follow your provider's direction for any urgent or emergency communication.
Q: Are my messages secure?
Your messages are private and secure. All communication through Pathways is encrypted and meets HIPAA requirements. Only your physician and their organization can view your messages.