If you have not yet begun to use text messaging for your practice, appointment reminders might be the best place to start.
They can greatly increase revenue, are easy to implement, and they save your staff time. Most importantly, patients want them.
Many EHRs include text message appointment reminders in their scheduling or access functionality. Even if it costs extra, it is usually worth the investment twenty-fold.
If your EHR does not include this functionality, check out some recommendations of a few standalone text messaging platforms.
Patients want text message appointment reminders
First, patients specifically ask for text message appointment reminders.
Most patients (52%) who miss appointments simply forget about them. When asked what could have helped remind them, patients preferred text message reminders over e-mail and phone.
Patients do not want to forget about their appointment. Life gets in the way.
Since people answer so few phone calls, reminder calls are less effective. They are also more intrusive than text messages. How many times has a phone call interrupted you from something you were doing?
Appointment reminder postcards and letters, while personal, are much more expensive then text messages. They can cost almost $1.00 per appointment, or over $5,000 per provider per year.
Often, they are not received and opened at the right time to serve as a good reminder before the appointment. Sometimes they are immediately thrown away. In other cases, they are not received by the right person. Finally, few patients prefer them over electronic reminder messages.
E-mails are less requested by patients than text messages or phone call reminders. While cheap and convenient, they are not checked frequently enough to serve as reliable reminders.
Text messages, however, are checked almost instantaneously.
Text reminders can recover $125K per provider per year
Second, text messaging appointment reminders can result in significant revenue recovery for your practice.
Let’s assume that your text message reminders reduce your no-show rate by half. Your small investment in text messages has then returned between 20 to 50 times its cost.
Your staff can also use the time saved from reminder calls on more valuable activities for your practice. For example, your staff can focus on asking patients for ratings, offering financial counseling, or starting a newsletter.
Text message appointment reminders are easy to implement
Third, text messaging for appointment reminders is easier to implement than other use cases.
Regulations limit how you text patients marketing, accounting and billing information. Text messaging is regulated by the Telephone Consumer Protection Act (TCPA). You will need handwritten consent from patients for these channels first.
Need a sample, editable consent form? You can download our template here.
Regulations are less stringent about appointment reminders. While recommended, consent is not required to text appointment reminders. If a patient has a scheduled appointment and you have their mobile phone number, you can text them a reminder.
Texting appointment reminders does not require complicated processes or technology. You do not need a patient portal. You do not need an integration with your EHR. You do not need to set up interfaces.
Some EHRs send text message appointment reminders automatically. But it is easy, and often preferable, to send some of them manually if you have capacity. People respond well to a personal touch. Especially in an age where so much is automated.
You can find a list of HIPAA compliant text messaging vendors here.
Patient text message appointment reminders save your staff time
Fourth, text messaging appointment reminders will save your staff a lot of time.
The average appointment reminder call is eight minutes. You can save your staff over two and a half hours per day per provider by texting reminders.
Many text messaging platforms allow you to broadcast a single text message to a group of patients. In just two minutes, you can remind all of your patients of their appointments that day.
Your staff would probably also prefer to type a few short messages in the early morning than to call twenty or more patients.
How to text appointment reminders
First, always include the date, time and address of the appointment in your text message reminders.
If your EHR does not automatically insert these details, you can leave out the time but include the date and address (e.g. “Please confirm your appointment tomorrow at 123 Dirt Road, Philadelphia, PA 12345”). Instead, you will bulk send your messages to all patients who have an appointment in one (or two) days.
Otherwise, you or your staff can use a reputable platform to customize and send reminders manually every day. It should not take longer than 30 minutes per day.
Second, ask every patient to confirm their appointment.
If you are offering two-way patient text messaging, you can ask them to reply back to the text message with a “Yes” or “No”. Otherwise, you can insert a custom link in the body of the text message that patients can click to confirm their appointment. Message us if you have questions about how to implement this second approach.
Here is how this might look for the patient:
Courtesy reminder for your appointment on [date] at [time]. Please reply with C to confirm, P for phone call to reschedule, or X to cancel the appointment.
Third, once the appointment has been confirmed, remind patients to bring required documentation.
Insurance cards, intake paperwork, and a form of payment are the most common requirements. Turning a patient away because their insurance information is not available is a terrible experience for that individual. It can hurt your online reputation. It is very expensive for your practice, too as you will not often be able to rebook that time.
Texting patients appointment reminders is an effective way to decrease no-shows and increase patient satisfaction. If you are looking for additional ways to boost appointment volume, send us a message.