Patient Communications: How, When, & Why We Communicate With You

Protected, Private Communications

At University of Utah Health, we value your trust as a patient. Communication is very important in your health care. We want to give you a health care experience that is efficient and personal, just for you.

You have the right to know about your health, so you can make the best choice for you. We are committed to keeping your information private and secure. We want to help you access your information in the ways that work best for you.

When you choose University of Utah Health, you can expect us to talk to you honestly. We will make sure that you get the care that you need.

Good communication is vital to give you the best care possible. We want to make sure that we understand your needs. It is also important that you understand all the information shared with you. We will work efficiently to provide you with the care you need.

Ways We Communicate

MyChart

MyChart is the platform we use to provide you with secure, online access to your health information. You can use MyChart to communicate with your providers as well as the following:

View medical records
View test results
View medication information
Receive messages
Schedule appointments
Request prescription refills
Pay bills

Text Messaging

We can text message you about new information as it is available in MyChart. Text messages can include appointment reminders or other important updates from your health care providers.

Text messages may include the following:

Alert that you have an update in your medical record, including new test result or message from your provider.
Reminders for upcoming appointments.
Request to share about your experience. We use surveys to improve care.

At this time, we do not offer two-way texting. This means that when you reply to a text message, we cannot respond via text. We are working to improve this in the future.

Learn more about text messages related to your care.

Email

Email communication may include the following:

Alerts for new information available in MyChart.
Reminders for upcoming immunizations.
Reminders to complete health assessment surveys before upcoming appointments.
Notifications for important updates related to your health care needs.
Request to share feedback about your experience. We use surveys to improve care.

Phone Calls From Your Care Team

A phone call may include things like the following:

Information about upcoming appointments
Payment requests
Lab results

Automated Phone Response (IVR)

You might talk to a computer system when you call our health care system. It is called an interactive voice response or IVR. This system lets you talk to the computer.

With this system, you can do any of the following:

Request prescription refills
Pay bills
Hear information about available care options

IVR is a safe and easy way for you to access health care services. It is available in the evening and on weekends and holidays. Using IVR you can get the information you need without talking to a care team member.

Hours of Communication Outreach

Our health care teams are available to contact you seven days a week, from 8 am to 8 pm MST/MDT. You can contact the following numbers:

Care Navigation Team: 801-213-9500
MyChart Support: 801-213-5555

We may use different ways to communicate with you, such as phone calls, text messages, emails, and other methods. We understand that your time and privacy are important. We do not want to contact you before or after these hours unless necessary for your care.

Time Zones

We know that you might be in a different time zone. We want to make sure we communicate with all our patients. We can only do so between 8 am and 8 pm MST/MDT from Sunday to Saturday.

We are sorry if this causes any problems. Our goal is to respect your time and privacy. We try our best to communicate with you during these hours whenever we can.

Communication Preferences

You can choose how you want us to communicate with you in MyChart. You can choose if you prefer phone calls, text messages, or emails.

We understand that you might not want to get certain types of messages. You can choose which ones you want by changing your preference is Mychart or by calling your provider’s office.

How to Opt-Out of Communication

If you choose to stop getting messages (phone, text, email), you will not receive messages in that form from any provider or specialty service. You will still receive other notifications for those communications you have not opted out of. If you choose to stop receiving text messages, you can reply with “Stop” to the text.

Our team wants to communicate with you the way you want. We will respect your choice of communication types. If you have any questions or worries about changing your choices, just ask. We are here to help.

How Was I Opted in for the Communications I Am Receiving?

When you received your care from us, you signed a document called “Patient Condition of Admission and Treatment”. This document said that you agree to get communication from University of Utah Health. This communication can be about any aspect of your health.