Messaging your Provider

Secure messages through My Health Record are a great way to connect with your provider or care team. Your providers and their teams work together to give you the best care. Everyone on your care team can read and respond to your messages, no matter which provider you sent it to. Beginning November 2023, we have a few changes coming to our policies for secure messaging.

When should I send a direct message?

Secure messages are best if you need to send a short note and can wait a few days for a response, such as:

  • A new, non-urgent issue that needs medical advice
  • Chronic disease check-in
  • Getting a doctor's note for school, work, etc.

If you need an answer in less than 3 days, call NWPC instead. For some things, you'll need a virtual or in-person visit instead of a message. Schedule a visit to ask for advice that is hard to explain through a written message.


Why am I being billed for direct messages?

Beginning November 2023, if your medical question needs an in-depth answer (involves medical decision-making and takes your provider more than 5 minutes to respond), we may bill you or your insurance.

Why we bill

Virtual options have become part of standard health care. Our providers spend more time answering secure messages than ever before. We bill for messages that use clinical expertise and time so you can keep getting high-level care in a way that is most convenient for you. Billing lets your provider spend the time they need to look at your medical history and give you the best advice. Please only send a message if you are okay with possibly being billed.

If you have insurance or Medicare

You'll have a co-pay just like an in-person visit. If you don't have a co-pay, your deductible would apply.

If you don't have insurance

We will bill you a fee of ?

We will not bill for:

  • You respond to a message that your care team or provider sends to you
  • You message your provider a question, and someone else from your care team responds
  • You message your provider with a question, and they say you should have a visit
  • You have a follow-up question based on a recent visit, procedure or lab result
  • Your message is simple and only takes a few minutes to answer