Online Communication Policy

Dr. John Smith, MD

Medical Associates of America

1234 First Street, Anytown, California 92345

Phone: 500-123-4567

For your convenience, you can communicate with my office online using the secure RelayHealth messaging service. For security and privacy reasons, my office does not accept or respond to regular e-mail messages. To learn more, or to register to use this service, visit

How is RelayHealth Different From E-mail?

Unlike e-mail, which relies on multiple servers distributed across the Internet, RelayHealth protects the privacy and confidentiality of our communications. All RelayHealth messages are delivered to a Web browser using 128-bit, secure-socket layer encryption technology. Messages are never stored anywhere but on the secure server, and they cannot be read en route, deleted, copied, or altered in any way. The service requires a sign in name and password, and can only be accessed by registered users (you, me, and my authorized staff).

To Communicate With My Office Using RelayHealth

To get started, register with RelayHealth at and select me as one of your doctors. There is no fee to register for this service.

Overview of Services You Can Request Using RelayHealth

Using the RelayHealth service, you can:

  • Schedule appointments
  • Request prescription renewals
  • Request lab results
  • Request an online consultation (webVisitTM)
  • Send brief questions

This service is appropriate for minor medical matters like routine follow up regarding test results, medication adjustments, treatment monitoring, and minor symptoms you may be experiencing.

My Responsibilities Regarding Online Communication

  • My office will respond to your RelayHealth messages within 24 hours.
  • My office will never forward any of your information or messages to a third party without your permission.
  • My office will route your RelayHealth messages as follows:

Your Responsibilities Regarding Online Communication

  • Don’t use RelayHealth for urgent messages. If you have an urgent condition, call my office immediately, or dial 911.
  • If the system does not automatically do so, please include the type of message you sent . This will improve response time.

Payment for Online Communication

  • When you use the RelayHealth service, there will be no charge to you for appointment requests, prescription refill or authorization requests, or referral requests.
  • For online medical consultations (structured webVisit consultations or free-form text messages), you could be charged fee.
  • Generally, fees are not covered by Medicare, Medicaid, or any other similar program or health insurance.
  • Payment is due at the time of service; the RelayHealth service charges the cost to your credit card.