Health care providers, such as physicians, dentists, and optometrists, know that improving engagement can improve patient health and overall well-being. Text messaging connects patients with their health care providers in meaningful ways because it ensures adherence to treatment plans and healthier lifestyle choices.
Patient Text Messaging
Text is one of the easiest and effective ways for you to engage with patients. And, it isn’t just for younger patients, because it has grown among all age groups.
But because health information is protected under the Health Insurance Portability and Accountability Act (HIPAA), you’ll need to be very careful when sending texts to patients.
Private health information cannot be sent via text because most cellphones are not secure enough to send or receive it. This includes scheduling appointments.
However, you can send the following messages directly to a patient:
- Appointment Reminders
- Post-Visit Surveys
- Preventative Care Tips
- Marketing New Services
- Special Offers
Through these messages, you can establish a personalized channel of communication that allows for the quick and easy exchange of information. This has become especially important during the coronavirus outbreak.
Send Texts to Your Patients.
Best Practices for Texting Patients
To begin, you need your patient’s consent before sending them any texts. This can be done in several ways:
- Written consent forms for new and regular patients
- Email consent forms with digital signatures
- Keywords to opt-in text messaging services
- QR codes easily scanned on most smartphones
Consent to receive texts follows the guidelines set forth by the Telephone Consumer Protection Act and keeps your practice in compliance with other laws governed by the Federal Communications Commission.
Always give patients the option to opt-out of receiving texts. Each text should have a note at the bottom that says, “Reply STOP to stop receiving messages.” Failure to provide an opt-out can result in substantial fines. This also protects patients from being spammed and prevents them from having a negative impression regarding your services. Here are some important best practices for a successful text messaging service:
- Never combine marketing and private health information.
- Train team members on messaging policy.
- Be aware that two-way conversations may lead to patients giving private health care information.
- One question surveys with “Yes / No” responses are great for gathering feedback.
- Advertise your text messaging service on your website, email, on-hold message, and signage in the waiting room.
- In your “Welcome” message, reassure patients that private health information will not be shared via text.
Text Messaging Staff and Vendors
You can keep your staff informed through general announcements, alert them to schedule changes, or find someone to cover a shift. This is also a great way to send reminders for all-staff meetings, special events, anniversaries, and birthdays. These are just a couple of ways that text messaging can engage with your employees and help organize your office.
Many of your vendors are fighting for time to have direct contact with the doctors and nurses. Wouldn’t it be nice if you could coordinate your vendors better? You can by sending texts that provide updates and give them specific dates for deliveries or consultations. This will reduce traffic and congestion throughout the office.
A Special Case for Health Care
Different rules apply for any communications within the health care industry. HIPAA and HITECH privacy protections are in place to protect consumers’ personal health information. But, patient text messaging shouldn’t be shunned because of them. The key is to have a firm policy in place and trained employees to avoid costly mistakes.