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When it comes to effective communication between patients and healthcare providers, email and phone calls have long been the traditional methods. However, studies have shown that texting is quickly becoming the communication method of choice, especially among younger generations. 95% of patients have daily access to texting, so we are going to go over how to start texting at your practice with some healthcare text templates to guide you.
In this post, we’ll discuss..
1. HIPAA-compliance before texting your patients
2. How to master the essentials of patient texting for seamless communication
3. How to maximize your staff’s workflow efficiency by elevating your texting best practices with templates you can use
Healthcare Text Templates To Save You Time
Texting is a powerful tool for healthcare providers looking to improve communication with their patients. By incorporating SMS into their communication strategies, practices can build stronger relationships with patients and improve the overall quality of care. Texting can help to reduce no-shows, deliver test results, increase patient engagement, and even result in increased revenue growth.
For example, Integrated Spine & Joint Institute is generating hundreds of thousands of dollars in revenue using texting for appointment reminders and optimizing their practice. It’s a no-brainer to incorporate in your practice.
But… what does a text from your healthcare practice actually look like?
Texting is a powerful tool that can greatly enhance your practice’s workflow and significantly improve efficiency. Oftentimes, practices find themselves overwhelmed by a high volume of phone calls, resulting in unanswered calls and stressed staff.
By embracing texting in your practice, you can alleviate some of the burden on your healthcare staff, who would otherwise have to constantly attend to phone calls. Texting is a simpler and more convenient communication method compared to calling, and it is also preferred by patients. Your staff can effectively multitask by using texting to address patient inquiries, saving valuable time that would have been spent on lengthy phone calls.
Organizations like Family Practice Associates of Lexington saw instant results when using two-way texting. They noticed that 98% of their texts are being read, and saw a 22% drop in call volume within four months. Because of faster response times, they are able to deliver a more personalized patient experience.
Implementing the right text templates allows you to streamline your texting process, reducing the time spent on composing messages and enabling you to devote more attention to the patient experience. In less than 15 seconds, you can send out informative texts, ultimately saving you and your staff considerable phone time. There are numerous ways to leverage texting to enhance your practice’s efficiency, and we will guide you through the best practices to get started.
HIPAA-Compliant Texting – Gaining Consent To Text
Security is a major concern for many healthcare practices when it comes to texting. HIPAA-compliance is a crucial factors to consider when evaluating a patient texting platform.
It is important to remember that not all information should be communicated via text message. Protected health information (PHI), such as a patient’s medical history or diagnosis, should never be shared over text. Instead, this information should be communicated through secure channels, such as a secure and/or encrypted messaging platform or in-person conversation.
Before communicating with patients via text message, it’s also important to obtain their consent and ensure that they understand the risks and benefits of using this communication method. This can be done through a consent process like a form or automated opt-in messaging sent via SMS.
The most effective tools give both providers and patients the options to choose between levels of security. For example, a doctor/patient conversation about a diagnosis may be better suited for an encrypted message where the patient must provide identification information to view it. The link to the conversation can still be delivered via a text, but it adds another layer of security.
On the other hand, a provider communicating with a patient via SMS about directions to the facility, likely does not need the same security provisions and a direct two-way text chat may suffice.
If you’re looking to start texting patients, you really want a tool with security options, like OhMD, who make it easy to capture and document consent.
But what does it actually look like to capture consent? What type of wording works best?
Here’s an example of a text to send patients when trying to capture consent:
To receive future messages from {insert practice name here} via SMS text we’ll need your permission. Please reply CONSENT to receive future messages via SMS text. You can also reply STOP to unsubscribe.
Enhance your productivity with Saved Replies
Optimize your workflow by integrating saved replies into your healthcare practice. Streamline communication when sending similar messages to multiple patients by utilizing a saved replies library. Use the saved replies library to send various texts to patients in under 10 seconds with a simple click.
This library conveniently stores all essential text templates, such as appointment confirmation messages, links to required forms, or directions to your practice. Simplify and save time in your patient interactions through the use of this efficient feature.
Maximize efficiency with Broadcast
Maximize the effectiveness of your patient communication through mass texting. The Broadcast tool enables you to send a single message to all your patients simultaneously, saving time and enhancing efficiency. This functionality seamlessly integrates with your text templates, allowing for easy utilization.
Whether scheduling flu vaccines, addressing unexpected closures, confirming appointments, or introducing new services, Broadcast is a versatile solution. By combining it with your saved replies and text templates, you can communicate with patients in a streamlined and effective manner once your templates are set up, making the entire process much more efficient.
Save time and boost efficiency with Broadcast
Use your text templates to send messages to all your patients seamlessly
How to get patients to start texting using text templates
Now that you have consent to text your patient, what next?
When you implement texting in your practice, it may be difficult to know where to start. We’ll go over our favorite ways to engage with patients, and other best practices for utilizing texting. The first step is getting patients to start texting. Make sure your patients save your office’s textable number to their phone contacts for easy messaging. Let them know who you are by sending a personalized greeting.
Welcome
Hi {Patient Name}! This is {Practice Name} reaching out to let you know that we now offer texting as a service. We are requesting that you save our office number to your phone contacts list. For any inquiries, appointment scheduling needs, medication refills, or questions, please reach out to us via text at {Practice Number}.
Personalized Employee Greeting
Hi {Patient Name}! This is {Employee Name} reaching out to let you know that we now offer texting as a service. We are requesting that you save our office number to your phone contacts list. For any inquiries, appointment scheduling needs, medication refills, or questions, please reach out to us via text at {Practice Number}.
Out of Office Reply
Hi there! {Practice Name} is currently closed. Our hours are 9 am – 5 pm, Monday through Friday. We’ll get back to you as soon as we can during our regular business hours.
Empathy over text
Personalized text templates can not only improve efficiency within your practice’s workflow, but it can also improve the patient experience. Having positive text communication can improve health outcomes, so it is crucial to use empathy as well when you first start texting your patients.
Using inclusive, compassionate language when texting your patients is just as important as sending out reminders or results. As a provider, you want to demonstrate that care over text as well. Here are some ways to display empathy with these text templates.
- “I understand how that can be worrisome. We’d love to get you into the office so we could take a look.”
- “Thanks for reaching out. If you ever have anything come up that you’d like us to be aware of, don’t hesitate to write in to this textable office number.”
- “What I’m hearing is that you are feeling _______. Is that right?”
These are just a few examples on how to text while using empathy. It can be just as impactful as an in-office visit.
Appointment scheduling
Appointment reminder and scheduling texts can have a significant impact on your practice’s revenue and no-show rate. Integrated Spine & Joint Institute saw a 61% increase in appointment confirmations when they switched to text. Here are some common templates that you can use to replicate those numbers:
Appointment reminders
Hi there! You have an upcoming appointment on {appointment date} at {appointment time} with Dr. Green. Please reply to this text if you need to reschedule. Thank you!
Appointment confirmation
Hi there! This is a note from {practice name} confirming your appointment for next week on (insert appt date) at (insert appt time). Please reply RESCHEDULE, CONFIRM, or CANCEL.
No-show
Hi {Patient Name} we missed you at your appointment today! When would be the best time to reschedule the appointment? If not rescheduled within 3 days, a no-show fee will be applied.
Reminders
Using texting to remind patients on upcoming appointments or to fill out intake forms is a great way to get started. These are just some of the most common ways practices utilize texting, and the results are astounding.
You can see an impressive decrease in time spent on filling out forms by using digital forms. Send a patient a form link directly to their phone so they can fill it out prior to their appointment.
Telemedicine appointment reminder
Hi {Patient Name}, just a reminder that your telemedicine appointment is scheduled for tomorrow at {time}.
Vaccine reminder
Hi {Patient Name}, you are due for a vaccine. Reply to this text so we can get you scheduled for an appointment!
Health check-up reminder
Hi {Patient Name}, you are due for your annual check-up. Please respond to this text or call us at {Office Number} to schedule your appointment.
Intake forms
Thank you for choosing our practice! Can you please fill out these intake forms before your appointment? Let us know if you have any questions about it. We look forward to seeing you soon! {Insert Form Link}
Patient Requests
Rather than using a phone call, mail, or email to send out results or requests, you can use texting to make it easier on your staff. You can use texting for sending out attachments on lab results and other records requests, and it is incredibly helpful with your daily workflow.
Lab test results
Your test results are ready! We’ve attached the following documents via text. Let us know if you have any questions.
Medical records request
Hi {Patient Name}, we received your request for a copy of your medical records. Please call us to arrange for pickup.
Marketing & Reviews
Many practices use texting to acquire patients and gather reviews. Through texting, you can use templates to get patients to engage with your practice. Whether this is through a review request or a survey option, it’s a great way to develop improvements to your practice.
Health survey request
Hi {Patient Name}, we’re conducting a health survey and would appreciate your participation. It will only take 5 minutes of your time. Thank you! {Insert Link}
New service announcement
Hi {Patient Name}, we’re excited to announce we now offer {Enter New Service}. Please text or call us if you are interested.
Testimonial request
Hi {Patient Name}, we would love to hear about your experience with our practice. Please consider leaving us a review online or through this link {Insert Link}.
Billing and Payment information
Payment can be made easily through texting. Whether it’s sending an invoice or a billing reminder, you can do it all through text.
Billing statement reminder
Hi {Patient Name}, your billing statement is now available online. Please log in to your account to view it or click this link: {Insert Web Portal Link}
Billing invoice
Hi {Patient Name}! You currently have {$ amount} due to your account. Please text us if you have any questions. Thank you!
Automated Texts
Automation in healthcare can be incredibly helpful for saving staff time and easing your practice’s workload. A tool like Autopilot can alleviate the stress of too many phone calls or texts. Once a patient texts in a keyword, the Autopilot will launch a series of questions for the patient to answer. It’ll prevent your staff from having to ask the same questions over and over, and will ease more time for your practice.
Additionally, these automated text templates are already built in, so no additional work is needed on your end. It’s a great way to keep your practice simple and effective. Here are some examples we’ve specifically built for the Autopilot feature.
Appointment
Hi there! Looking to schedule an appointment? Reply APPT or APPOINTMENT and we can get you scheduled!
Reply from patient: APPT
Happy to help with an appointment! What is your name and date of birth? We’ll get you scheduled right away.
Check-In
Hi there! Ready for your appointment? Reply CHECK-IN to let us know you are ready for your appointment. We look forward to seeing you soon!
Reply from patient: CHECK-IN
What is the name and DOB of the patient checking in? We’ll text you when we are ready for your appointment!
Review
Would you like to leave use a review? Text REVIEW to tell us your feedback!
Reply from patient: REVIEW
On a scale of 1-5, how would you rate your experience at {Name of Practice}?
Reply from patient: 5
Thank you! If you have 5 minutes to spare, we would really appreciate you leaving a positive review through this link here {Insert Link}. Thank you!
Refill
Need a medication refill? Text REFILL to this number so we can submit a medication refill. We’ll let you know when your medication is ready.
Reply from patient: REFILL
Great! What is your name and the medication/dosage you’d like to refill? Please allow up to 24 hours for that refill. We’ll text you when it is ready!
Time-saving text templates can make a significant difference in the busy schedule of healthcare professionals. From appointment scheduling to staff communication, text templates are a life-saver when it comes to saving time and improving efficiency.
With proper implementation and best practices, you can streamline your practice’s workflow, increase patient satisfaction, and reduce administrative tasks’ burden. We hope these SMS templates are a help to you! if you’re interested in finding ways to automate your communication workflows while still maintaining a human touch, get in touch with us!
Schedule a demo!
Enhance the patient experience through the power of two-way texting, utilizing these effective and efficient texting templates.
