Qliva includes a secure messaging channel for non-urgent communication between your clinic and patients. Messages stay inside the platform — this is not email, and it's not connected to any external messaging service.
Messaging is for non-urgent clinical communication only. Never use it for emergencies, time-critical medical advice, or situations requiring immediate response. Always direct emergency cases to 000 or their nearest emergency department.
Thread types
When a patient starts a new conversation, they choose a thread type. This helps your team triage and route messages efficiently.
| Thread type | When patients use it |
|---|---|
| General Enquiry | Questions that don't fit elsewhere |
| Results Question | Asking about pathology or test results |
| Prescription Request | Requesting a refill or new prescription |
| Appointment Request | Booking, rescheduling, or cancelling |
| Symptom Update | Reporting a new or changing symptom |
| Admin / Billing | Account, billing, or non-clinical admin |
Encourage patients to use the Prescription Request thread type for refill requests — it keeps a clear audit trail and makes it easy to see what's pending.
Your messaging inbox
The Messaging inbox in your clinical sidebar shows all active threads across your patients. Unread threads are highlighted so you can see what needs attention at a glance.
Click any thread to open the conversation and see the full history.
Replying to a message
Type your reply in the message box and click Send. You can attach files to your replies — practitioners can attach any file type. Patients can attach images and documents.
Marking a thread as resolved
When a conversation is complete, mark it as Resolved. Resolved threads are archived — they're not deleted and you can find them again if needed. Archiving keeps your inbox clean without losing any history.
What patients see
Patients access messaging from their patient portal. They can:
- Start a new thread (choosing a thread type)
- See your replies
- Receive in-app notifications when you respond
Enabling or disabling messaging for your clinic
The entire messaging module can be turned on or off for your clinic. This is a clinic-level setting managed from the admin portal under Settings → Messaging. If your clinic doesn't use messaging, the feature won't appear for patients or practitioners.