MILWAUKEE—A regional health system confirmed Tuesday that its patient portal, which promises a reply to every message within 48 hours, automatically closes any thread with no activity for 48 hours.

"We respond to every message within 48 hours," said Director of Patient Engagement Lorraine Baskin. "Usually by closing it."

Patients who write in get an instant reply that reads, in part, "Thank you for your message. A member of your care team will respond within 48 hours." At hour 48, if no one from the care team has responded, the system marks the conversation inactive and sends a survey asking how well the patient's concern was resolved.

"I asked whether I should keep taking the antibiotic," said patient Gerald Okafor. "Two days later I was told my question had been resolved, and asked to rate the resolution."

Patients who reply to keep the thread open reset the clock, the system confirmed, but replies from the patient do not count as activity, because the patient is not a member of the care team.

The health system says the feature has worked well. Its average time to close a message has dropped to exactly 48 hours, and 100 percent of patient questions are now listed as closed.

"Closed is a kind of answer," Baskin said. "It tells the patient that the matter is no longer open."

Patients who want more help may start a new thread, which comes with its own fresh 48 hours.

At press time, Okafor had opened his eleventh thread and was told someone would get back to him within 48 hours.