When and how do we review messages?

Excluding holidays, messages are reviewed during ordinary weekday business hours (e.g. 9am - 4pm).

Physicians do not use personal emails. All correspondence goes through the admin team first. This helps minimize the risk that correspondence is missed and ensures questions are routed to the correct individual.

Timeline for Responses

We have multiple dedicated staff members working through the hundreds of messages we receive per day. Even still, there is often a backlog, particularly in the morning, or after weekends. We cannot reliably satisfy urgent requests. Kindly note that it can take several days to respond to a request.

Administrative Requests:
Requests that are purely administrative (i.e. refaxing documents, resending messages) can be handled directly by our administrative team, and they are typically able to work through these quicker, as they do not require medical review. Still, depending on complexity, staff illnesses, in clinic tasks, this can take several days.

Medical Requests:
Most medical requests require an appointment, and our staff is required to respond as such. Physician’s at Magenta Health have carefully curated their homepages to automatically advise if a certain request is one that is appropriate to send as a message, instead of an appointment. Our staff has been specifically asked to point you to the correct avenue, should you reach out with a medical request.

As physicians receive large volumes of incoming correspondence from patients and other clinics (i.e. results, consults notes), please note it can take several days (or more, depending on the medical complexity) for physicians to review. This is especially the case as they are often handling real-time requests and in-clinic appointments.

Following up

If you’ve sent a request where a response is expected, please allow 2 weeks before following up.

Kindly do not follow-up with us repeatedly. Instead of helping us respond faster, multiple emails and voicemails create additional confusion and mistakes, meaning we often end up taking longer to respond.

If in view of above you still need to follow up, you can do so using the follow-up link in the email titled: “Your message to Magenta Health: Your copy / A timeline / Follow up Instructions”.