Questions and Answers about Secure Messaging
This service is unlike regular email, in that on this platform the message content never leaves the server; the only thing being sent via the internet are notifications that new messages have been sent. The content of these messages can only be accessed by logging into the secure mail server.
How do I register?
To exchange messages using DSG Secure Email, you need to create an account via DSG Secure. Please click on the registration button below which will allow you to start using the Secure Email service (https://safe.dsgsecure.com). You can sign up yourself and then connect with our practice. There is NO charge to register.
How will we use DSG Secure Email?
We plan to use this service to send you messages about your specialist referrals, reminders about your health, as well as office updates (e.g. flu clinics). By registering, you ensure that we can easily send you this information.
We will also be able to send you results of special tests and investigations. In general, we likely will not send you results of routine blood work or normal routine tests.
We are strongly encouraging all patients to register, as we feel that this will allow us to communicate with and transfer relevant information to you much more efficiently and effectively.
Can I send my doctor messages?
Yes, DSG Secure Email does allow for the option of sending messages to your doctor. However, we ask that you respect the additional demands that responding to personal health-related messages may place upon us. Email/online correspondence remains an uninsured service in Ontario—meaning it is not covered by OHIP or provincial health plans (as has always been the case with patient-requested phone consultations).
While there is no charge to register for DSG Secure Email or to receive messages from our clinic, please be advised that there is a charge for patients requesting online medical consultations. We continue to encourage our patients to sign up for our comprehensive uninsured services coverage via our annual block fee, which will cover online correspondence as well.
Please remember that you should not use messaging if you have an urgent health issue – like chest pain, bleeding or acute illness – because we cannot guarantee that we will see your message promptly. Likewise, where appropriate we may ask you to make an appointment to discuss specific issues.
How quickly can I expect a response on DSG Secure Email?
We will not able to guarantee a response time with regard to incoming messages. While it is our expectation that DSG Secure Email will make communication more convenient and accessible, please be aware that your doctor may not check DSG Secure Email regularly on weekends or outside office hours. If you send a message on the weekend, it may take up to about 72 hours before we are able to respond.
As always:
- If you have an emergency, please go to your nearest Emergency Department.
- If you have an urgent matter, please call us during regular office hours.
- For urgent after-hours service, please call the Telephone Health Advisory System: 1-866-553-7205.
Who has access to my messages on DSG Secure Email?
As with our regular Electronic Medical Record system within the office, all staff members at our clinic can use our DSG Secure Email messaging system and our team will work together to ensure that the right person responds to your message in a timely fashion. Your doctor may ask other team members to respond to your message or send you information where appropriate. Your messages are not accessible to anyone outside of our team.