Messages FAQs

When can I use Messages?
Patients should use MyChildren's messaging to:
  • ask simple, non-urgent medical concerns
  • discuss test results, referrals, or follow-up questions
  • send photos and videos to your care team ahead of your scheduled visit
  • ask an administrative question about scheduling or billing
Patients should not use MyChildren's messaging for:
  • time-sensitive issues that need an immediate response
  • new medical concerns
  • complex medical questions or concerns
  • mental health emergencies

Do not send a message for emergency or urgent concerns. For medical emergencies, call 911. For urgent concerns (something that requires immediate attention but is not an emergency), please call your department. To be directed to the department, call the Boston Children’s Hospital main line at 617-355-6000 or go to Centers List of Departments, Departments & Divisions List of Departments, or Programs List of Departments.

For immediate mental health support, call or text 833-773-2445.

What’s the difference between medical messages and non-medical messages?

Watch how to send a non-medical message (desktop | mobile)

Watch how to send a non-urgent medical message (desktop | mobile)

Medical messages are used to communicate with your doctor and other members of your care team about non-urgent medical questions or concerns. For example, you would send a medical message to ask about prescriptions, test results, medical questions, referrals, or follow-up information.

Non-medical messages are used to communicate about administrative issues. For example, you would send a non-medical message to ask a question about scheduling, billing, or COVID-19 procedures.

When can I expect a response?

Your provider or another member of your care team will respond to your message within 2 business days. A business day is Monday through Friday, 8 a.m. to 5 p.m. EST. We are unable to respond to messages during evenings, weekends, and holidays. We ask that you do not call your provider’s office to inquire about the status of a message if it is within the two-business day timeframe.

You’ll hear back from your care team within two business days, but it may take longer to resolve your concern. Depending on the complexity of the issue, your care team may need more time to address your concerns to the best of their ability. For a more immediate answer, please call your department.

Who might see my messages?
Only you and members of your care team will have access to your messages. This may include administrative staff, nurses, physicians, and other health care professionals that manage your care.
How do I send photos and other files to my doctor?
You can send documents, photos, short videos, and other files to your provider the same way you'd send a message in the portal. Go to Medical Messages, then select the Send a Message. Select your provider and the subject 'Photo Upload' or 'Document Upload.' Next select Choose File and navigate to your document, select the file, and select the Open. After you have added all your files, be sure to select the Send. Please remember that there is a 25 MB limit per message

For help with the portal, call Digital Health Customer Service at 617-919-4396 Monday to Friday 7 a.m. to 7 p.m. and Saturday 8 a.m to 4 p.m.