miSecure Messaging

Protect your patients and protect your organization when you use miSecureMessages to send encrypted messages to AndroidTM, Apple® iPad®, iPhone®, iPod touch® and BlackBerry® mobile devices. * HIPAA and HITECH Compliant

Keep Communications Private

Unlike SMS text messages, miSecureMessages encrypts messages to keep your Protected Health Information (PHI) secure.* To ensure security, messages are not stored on your devices, pass-codes can be required, and access can be remotely disabled.

Save Time

Messages are immediately sent and received for fast, collaborative communications. miSecureMessages can save your staff two minutes per message when compared to legacy paging technology.

Save Money

Let your clinicians and staff consolidate devices – reduce costs when you eliminate pagers! Use miSecureMessages to send an unlimited number of messages, with an unlimited number of characters in each message.

Instantly Communicate

miSecureMessages immediately sends messages – eliminating delays. When composing messages, users instantly see which recipients have their status set to. On, and which are Off. Critical messages can be designated as High Priority. Persistent Alerting helps ensure recipients see their messages quickly.

Easy to Use

miSecureMessages gives you advanced communications with easy-to-use Apps for your smartphones and tablets. Users can easily customize Settings, such as Notification/Sound Options (including Silent, and numerous audio choices), as well as how often users are notified of pending messages.

Easy to Access

miSecureMessages is available as either a cloud-based or on-site solution, allowing users to send messages from device to device, from the cloud, or directly from your call center. miSecureMessages uses both WiFi and 3G/4G technology to ensure messages are sent and received from virtually anywhere.

miSecureMessages also offers seamless integrations with PCN’s 24-hour answering service and all of the other services that we offer.

Streamline Communications

Since messages are separate from other e-mail and SMS messages, miSecureMessages makes it easy to manage your messages. The message threads allow you to easily keep track of conversations.

* HIPAA and HITECH Compliance – Maintaining the security of protected health information (PHI) is an important part of the Health Insurance Portability and Accountability Act (HIPAA) which was passed in 1996. A key aspect of the legislation is the “Security Rule,” which defines administrative, technical and physical security procedures for hospitals to use to ensure the confidentiality of electronic protected health information. miSecureMessages uses encryption technology when sending messages that may include PHI to Android, Apple iPad, iPhone, iPod touch, and BlackBerry devices, ensuring security of any PHI data. The Health Information Technology for Economic Clinical Health (HITECH) Act passed in 2009 was passed to enforce many aspects of HIPAA, and imposes penalties and criminal charges on organizations that violate HIPAA rules.

miSecure Messaging: HIPAA-Ready, Real-Time Communication for Clinical and Business Teams

miSecure Messaging is a secure, cloud-based messaging platform designed to replace voicemail, pagers, and standard SMS with encrypted, auditable, and mobile-first communication. Built for healthcare organizations, medical answering services, and any business that handles sensitive information, it provides fast, reliable message delivery with read receipts, escalation, and policy controls that align with HIPAA privacy and security requirements. With miSecure Messaging, clinicians and staff can exchange PHI, coordinate on-call coverage, and acknowledge urgent alerts from smartphones or desktops—without compromising compliance.

What miSecure Messaging Does

At its core, miSecure Messaging delivers “secure texting” with advanced features that standard SMS and consumer apps don’t provide. The result is fewer phone tag loops, faster care coordination, and clear, time-stamped documentation of who received and acknowledged each message. It’s ideal for practices that need to communicate rapidly across roles—physicians, nurses, MAs, front desk, and answering service operators—and for organizations replacing outdated pagers with a modern, auditable tool.

Key Features That Matter

• End-to-end encryption: Messages and attachments are encrypted in transit and at rest to protect PHI and other sensitive data.
• Read receipts and time stamps: Know when a message is delivered, viewed, and acknowledged to close the loop on urgent tasks.
• On-call routing and escalation: Send to an on-call role (not a person) and let the system deliver to whoever is covering; escalate automatically if no response within a defined window.
• Role-based groups and directories: Create teams (e.g., Cardiology On-Call, Front Desk, Triage Nurses) so messages find the right people fast.
• Message priority and alert tones: Distinguish routine from urgent and emergent messages; repeat alerting reduces the chance of missed critical messages.
• Audit trails and reporting: Traceability for compliance and quality improvement—who sent what, to whom, and when it was read.
• Attachment support: Share photos, PDFs, and documents with PHI securely (subject to your organization’s policy).
• Remote wipe and device controls: Protect data on lost or stolen devices and enforce passcodes, timeouts, and encryption requirements.
• Cross-platform access: iOS, Android, and desktop/web access keep teams connected anywhere.
• Directory integration: Centralize contact info, roles, and coverage so staff aren’t hunting for numbers or calling the wrong person.

Why Healthcare Organizations Choose miSecure Messaging

Healthcare workflows are complex. Clinicians rotate through shifts, coverage changes daily, and urgent needs don’t respect office hours. miSecure Messaging supports these realities with features that minimize delays and documentation gaps:

• Urgent coverage without guesswork: Send to the on-call role and let coverage schedules guide delivery, with automatic escalation if no response.
• Faster clinical coordination: From lab callbacks to discharge planning, secure group messages align teams quickly and reduce interruptions.
• After-hours alignment with answering services: Operators can securely forward messages and escalate per protocol; providers respond within the app with an auditable record.
• HIPAA-aligned safeguards: Encryption, access controls, and audit logs replace risky SMS or consumer chat apps.

Use Cases That Deliver Immediate Impact

• On-call escalation: An answering service sends an “urgent” message to Cardiology On-Call; if not acknowledged in 5 minutes, the message auto-escalates to the backup physician.
• Care team coordination: A triage nurse shares a wound photo securely with the on-call surgeon for guidance, then documents the plan—all within the app.
• Front desk to clinical handoffs: Intake confirms a high-risk patient is en route; the app alerts the triage team with ETA and key details.
• Post-discharge questions: After-hours messages from patients are documented by the answering service and routed to the right provider for callback, with acknowledgement tracking.

Security and Compliance Foundation

For HIPAA alignment, policies and technology must work together. miSecure Messaging supports administrative, physical, and technical safeguards by providing:

• User authentication controls: Enforce strong passwords, device biometrics, or MFA per your policy.
• Least-privilege access: Role-based directories limit who can be contacted and which groups are visible.
• Mobile data protections: App-level PINs, automatic lockouts, and optional screenshot restrictions (device-dependent) reduce exposure.
• Data lifecycle rules: Message retention, expiration, and remote wipe reduce the footprint of PHI on endpoints.
• Comprehensive audit logs: Time-stamped trails support investigations, quality reviews, and policy audits.

Reminder: HIPAA compliance depends on your configuration, policies, and workforce training in addition to technology. miSecure Messaging provides the technical capability; your organization defines appropriate use.

Implementation Blueprint

1. Policy & role mapping: Define which teams and roles will use the app (e.g., On-Call MDs, Nurses, MA pool, Front Desk, Answering Service). Map escalation paths and callback windows.
2. Directory setup: Build your user list with role labels (e.g., Pediatrics On-Call, Surgery Backup) and set coverage schedules.
3. Security baselines: Enforce device security (PIN/biometric), screen lock timeouts, and remote wipe; decide on message retention/expiration.
4. Answering service integration: Give operators secure access to send messages to roles and trigger escalations per the communication protocol.
5. Pilot and refine: Start with one service line, validate alert timing and priority settings, then roll out broadly.
6. Education and drills: Short scenario-based training (urgent vs. routine, read receipts, escalation) builds reliable habits fast.

Best-Practice Playbook for Faster Responses

• Use roles, not individuals, for after-hours: It eliminates guesswork when coverage changes.
• Standardize priorities: Define “urgent” vs. “routine” with clear callback windows so alerts fit clinical reality.
• Keep messages actionable: Include patient initials (per policy), callback number, context, and specific ask.
• Turn on repeat alerts: For urgent messages, repeating tones reduce missed acknowledgements.
• Close the loop: Use acknowledgement and brief disposition notes to document outcomes.

miSecure Messaging vs. SMS, Pagers, and Email

How Answering Services Use miSecure Messaging

Professional answering services pair miSecure Messaging with 24/7 operators to deliver a complete access solution: operators capture calls, classify urgency using your protocol, and send secure messages to on-call roles. Providers acknowledge within the app, creating a closed loop. This reduces abandoned calls, speeds callbacks, and documents every handoff—especially important for after-hours coverage and high-risk clinical transitions.

Operational Metrics to Track

• Average response time by priority: Do urgent messages get acknowledged within your target window?
• Escalation rate and completion: Are escalations rare and effective when they occur?
• After-hours callback adherence: Are on-call SLAs consistently met?
• Read-receipt compliance: Are staff acknowledging messages reliably, or do you need more training/alerts?
• Message completeness: Are required fields (callback number, context, role) consistently present?

FAQ: miSecure Messaging

Is miSecure Messaging HIPAA compliant?

miSecure Messaging provides the technical safeguards—encryption, access controls, audit logs—needed to support HIPAA-aligned communication. Your organization remains responsible for policies, user training, and Business Associate Agreements as applicable.

Can we message “the on-call provider” without knowing who it is?

Yes. Role-based messaging routes to whomever is currently covering, based on your on-call schedule. If no response occurs within your defined window, the message can auto-escalate to a backup.

What happens if a device is lost?

Administrators can revoke access and remotely wipe app data. Enforced passcodes/biometric locks and timeouts help protect information at the device level.

Can we send attachments containing PHI?

Yes, subject to your organizational policy. Attachments are encrypted in transit and at rest. Many teams share photos or PDFs to accelerate decision-making.

Does it replace our pager system?

For most teams, yes. miSecure Messaging provides reliable delivery, acknowledgement, and escalation that outperforms one-way pagers and reduces device sprawl.

How do answering services interact with it?

Operators send secure messages to roles or groups per your protocol. Providers acknowledge in-app, and the audit trail confirms delivery, read, and response—ideal for after-hours workflows.

Can we limit who can see which groups?

Role-based directories and permissions restrict visibility so users only see relevant teams and contacts, helping reduce noise and protect sensitive information.

What about message retention?

Administrators can set retention and expiration policies to reduce local data footprint while preserving required audit information centrally.

Training and Change Management Tips

• Scenario-based onboarding: Teach with real examples (lab critical, STAT consult, ED handoff) to build confidence.
• Short feature drills: Practice acknowledgements, escalations, and attachments so users respond instinctively.
• Clear etiquette guidelines: Use concise subject lines, actionable asks, and priority tags to speed triage.
• Iterate quarterly: Review audit reports, refine groups/roles, and update on-call rules as staffing changes.

The Bottom Line

miSecure Messaging gives healthcare and sensitive-data organizations a faster, safer way to coordinate care and operations—especially after hours. With encryption, read receipts, role-based escalation, and full audit trails, teams replace risky SMS and pagers with a modern, compliant workflow that shortens response times and stre