Messaging etiquette on Spruce differs by channel. Secure messages appear to patients like a social media chat, so short replies feel natural, though longer messages are supported through scrolling. Care coordinators, schedulers, and nurses often use a casual tone, while physicians maintaining clinical discussions may prefer a more formal voice. For standard SMS, keep messages under 160 characters when possible (longer texts split into multiple messages), use plain language, always introduce yourself with your name and role - especially in first-time exchanges - and add context since patients see only the message, not the inbox view. Avoid all caps (reads as yelling), medical shorthand (bid, prn), and text shorthand (4 instead of 'for').
IN THIS ARTICLE
Secure Messages
On-Screen Appearance
Secure messages appear to patients like a social media chat. The provider app is often used on a computer, but the patient may be using the Spruce mobile app. This means the patient may read your messages on a small screen.
Message Length
Short, chat-like communication feels natural in Spruce, but long replies are also supported and can be read by scrolling. A patient using the mobile app should be able to read several sentences or more on their screen without having to scroll, but this depends on their phone settings.
Choosing a Casual Tone
Care coordinators, schedulers, and nurses often take an informal approach to communicating via Spruce. The app gives your conversation an active back-and-forth feeling that means you may not need formalities like greetings and signatures. Because secure messages are only sent and received from within the Spruce app, your patients should know who you are when you write to them. Your chats can be quick, friendly, and to the point, like texting. This tends to create a comfortable environment for patients and prompt better responses.
Choosing a Formal Tone
Doctors often take a more formal approach with patient messages, especially when sharing treatment plans. This can establish a helpful distance between doctor and patient, and patients may be more inclined to be thoughtful of the doctor’s time.
Standard SMS Text Messages
Message Length
SMS messages are best kept concise. Up to 160 characters will be delivered as one text, while anything longer will be split into multiple texts. Most smartphones will deliver multiple texts in a legible way, but smartphone users are more accustomed to short, conversational messaging.
Plain Language
Although shorter tends to be better, it is still important to be clear. Avoid medical shorthand (e.g., ‘bid’, ‘prn’) and text shorthand (e.g., ‘4’ instead of ‘for’), and write out your message in common language instead. This ensures your patient will have no trouble understanding you.
Providing Context
When your message arrives, the patient is not necessarily inside the Spruce mobile app or even thinking about their healthcare. They’re just receiving a text to their phone. Use their name and identify yourself in the first message to set context (e.g., “Hi Linda – this is Nurse Lee following up on your clinic visit.”).
Common Knowledge
Avoid using all caps (it's read as yelling in the digital world).
Frequently Asked Questions
How do secure messages appear to patients on Spruce?
Secure messages appear to patients like a social media chat, often on the Spruce mobile app, so short, chat-style replies feel natural; longer messages are supported and read by scrolling.
What should providers keep in mind when texting patients via SMS on Spruce?
Keep messages under 160 characters when possible (longer texts split into multiple segments), introduce yourself with your name and role in first-time exchanges, use plain language, add context since patients see only the message, avoid all caps, and avoid medical shorthand (bid, prn) or text shorthand (4 instead of 'for').
When does a casual vs. formal tone fit best on Spruce?
Care coordinators, schedulers, and nurses often use a casual tone, while physicians maintaining clinical discussions may prefer a more formal voice.