Frequently Asked Questions
How does patient mail work?
You can send messages to a patient via the www.patient-mail.com website, it takes only a few minutes to sign up and, the message gets delivered to the establishment rapidly. Our sophisticated systems allow you to write an email, press 'send' and sit back, in the knowledge the email will be delivered safely, securely and instantly to, the prison of your choice and included in the next mail delivery inside the establishment. From all corners of the World you can now stay in contact with patients.
How much does it cost to send a message to a patient?
It costs just 35 pence per message.
Why do you charge for messages?
We have to charge for messages because patients are not allowed access to email systems which means we have to produce a paper copy of the message to be delivered to them and in order to do this we incur certain costs including:
- Paper and envelopes
- Fax machines or printers to print the emails - we supply these to the participating establishments
- Ink for the above machines
We also have to maintain the software that makes the service possible, and provide technical support in order to help you use the service.
Despite all this we still manage to operate the service at a lower cost to you than Royal Mail.
Do the patients have to pay for the emails?
The Patient Mail service is completely free of charge to the patients and the facilitating establishment.
How do I Sign Up?
Go to www.patient-mail.com, click on 'Sign Up' then enter your name, your email address and your chosen password. Enter the code from the image shown, continue to read the "Terms and Conditions" and confirm that you agree with them – click on Sign Up. Once your account has been created and you are logged into your account you must complete three tasks:
• Click on "My Profile" and add your address and "Save".
• Click on "Add Recipient" and add your recipient's details.
• Click on "Buy Credit" and follow instructions (please consult the following FAQ if you are having problems adding credit).
How do I add credit to my account?
Once you are logged in, click on the "Buy Credit" link on the left hand side under "My Account"
Choose the option to pay by 'Credit/Debit card' and the amount you wish to credit (min amount £5.00)*. Click on 'Buy Credit' box. You will then be taken to a page where you can check your details and choose a card type. Once you click on 'Make Payment' you will be taken to a secure page to enter your card details and confirm or cancel the transaction. *You may credit a lesser amount if you are paying by Cheque or Postal Order.
Click on 'Overseas payment' and the amount you wish to credit your account, record the reference number and the bank paying in details which is shown and then, go to your bank and make the payment into our account using the details provided and also, quoting the reference number.
If you are not able to add credit to your account using a debit or credit card or you wish to add less that £5, then you can do so by sending a cheque or postal order in the post. We are also able to accept cash however we strongly advise only sending cash if you cannot use any other method and ONLY by recorded delivery.
To pay by any of these methods simply go to "My Account" and click "Buy Credit". Enter the amount of credit you would like to add to your account in the box. You will then be given a reference number that you must include when you send, it can just be on a scrap of paper but it must be included, you must also include your name and address. Please make all cheque's and Postal Orders payable to Prison Technology Services and send to:
Prison Technology Services
PO Box 4335
Patient Mail will not charge you any processing fee so if you add £10 to your account then you will get the full £10. And paying by one of these methods there is no minimum amount that you can add to your account.
How do I change my email address?
If you need to change your email address please send an email to firstname.lastname@example.org stating the email address currently registered with the system and the email address you would like to change it to. This email must come from the old email address or we will not be able to make the change.
How do I change my password?
To change your password first log into your account and then select the "Change Password" option from the menu on the left-hand side. On this page you will be able to enter your new password.
My recipient has been transferred, how do I change the location of where my emails are being delivered?
In order to change the prison location of your recipient – Go to your "Address Book" and "View Recipients" click on the 'Edit' sign, change the location then save your changes.
How do I change my recipient's ID number?
In order to change the ID number of your recipient – Go to your "Address Book" and "View Recipients" click on 'Edit', change the patient number and then save your changes.
I am having problems logging in, what should I do?
If you are having problems logging on to your account, it may be because your computer has picked up cookies which may cause our website not to work properly, on your computer. This is due to our website being secure.
Try logging out of your Internet browser and then log straight into your email a prisoner account once you have re-opened your browser. If that does not work try giving your computer a quick scan for viruses/cookies and then try logging back in to our site again. If you are still having problems, contact our support helpdesk, to assist you further.
The email I have sent to my recipient was late/was not delivered, why is this?
The Patient Mail system operates in such a way that once you press "Send", the message(s) are delivered directly to the establishment of choice. They do not come to us and we forward them on – they go directly to the establishment. Thereafter, we are at the mercy of staff (as with all correspondence) how quickly the messages are given to the patients. Also, some establishments do not deliver emails at the weekend or Bank Holidays. If you are aware that the emails have not been delivered or are delivered later than 48 hours please contact the support helpdesk.
I wish to contact a patient but do not know where they are and what their ID number is, can you assist?
Due to Data Protection we do not hold any information. We can only advise contacting the local health authority for additional guidance.
Can I cancel an email once it has been sent?
We are afraid that we cannot cancel an email if you have already sent it because once you press "Send", the message(s) are delivered directly to the establishment of choice. They do not come to us and we forward them on – they go directly to the establishment.
Can I book a visit?
You cannot book visits via the Patient Mail service, you must call the establishment you wish to visit, directly.
Can the patient see my address and email address?
All ingoing correspondence, emails and letters alike, must have the senders' address clearly visible. However, your email address will not be publicised on any of the emails, which you send.
Can I send attachments?
Customers of Patient Mail service are unable to send any form of attachments via the service.
How can I cancel my account?
If you wish to cancel your account at any time, please email the support help desk, requesting for your account to be cancelled.
Can I get a refund?
We are unable to offer any refund of purchased credit, so to avoid disappointment we urge you NOT to add more credit to your account than you will use. However, this does not affect your statutory rights.