How to use text messaging to improve patient engagement in a post-Covid-19 world. 

"Thank you!  I am loving using DH for our pandemic communications with our patients.  It is making our lives so much easier.  If we had to call every patient to cancel and now reschedule we would never get off the phone.  The enhancement was very helpful.  I just wanted to say THANKS!"

  - Joanne M. DeAngelis, CPA, Administrator, Long Island Center for Digestive Health

eBook: How to use text messaging to improve patient engagement in a post-COVID-19 world.

10 best practices for using text messaging for your staff, patients and vendor communication as you work to resume operations.

See examples on how our clients are using DH texting platform to re-open post COVID-19:

Top 3 ways our clients are using DH texting platform to communicate updates about COVID-19:

Emergency / Mass

Text Alerts:

Our cloud-based platform allows clients to create and quickly send out mass text messages. While our system is self-service and easy to use, our support team is helping those who require training, assistance with sending messages or help to go live with the platform. Reliable, quick, efficient is key to sharing urgent and timely communications during emergency situations.

Virtual Connection / Telehealth

via Text Messaging Links:

Our clients are making sure their employees, patients and caregivers are receiving the necessary access to telehealth appointments, virtual meetings, video conferences, webchats and more via links embedded in text messages. By texting a link, they have a much better open rate and engagement than if the links were emailed. For first-time users of this solution, we are helping with setup, messaging and inserting links.

Appointment Notifications - Business Continuity:

Our most-used solution — two-way texting appointment reminders — is helping our clients postpone, reschedule or confirm and keep thousands of appointments in minutes. Our platform allows users to automate and schedule text messages based on their specific criteria, whether they need to reschedule all upcoming surgeries or inform staff that they cannot enter the building.

EMERGENCY / MASS TEXT ALERTS

 

As the coronavirus spreads nationwide, Dialog Health is advising businesses to prioritize delivering timely, effective emergency messaging to their staff.

 

While traditional forms of communication, such as phone calls and emails, can help, text messaging is the best option for mass communication during any emergency, such as a pandemic, natural disaster, severe weather and extended power outage. Texting is a proven method for quickly reaching and successfully engaging with employees and providing them with your latest information and policies as you navigate a crisis.

We are here to help and are fast-tracking set-up of Mass / Broadcast / Ad Hoc Text Alerts for your staff, patients, caregivers and vendors.

 

To learn more, fill out the contact form and a team member will contact you. If your request is urgent, please email info@dialoghealth.com or call (877) 666-1132.

 

*Please contact us directly for HIPAA-compliant best practice "Patient Communication" Use Cases

In the News: COVID-19 Best Practice Emergency Preparedness

Critical Coronavirus Text Communications for Healthcare Facilities

FRANKLIN, Tenn., March 9, 2020 – As the coronavirus continues to spread nationwide, Dialog Health is advising healthcare facilities to place a priority on delivering effective messaging concerning infection prevention and protocols.

 

"The coronavirus represents a significant unknown that is impacting people and processes in ways that known entities like the flu do not," said Brandon Daniell, president and co-founder of Dialog Health, a two-way texting platform that enables information to be pushed to and pulled from patients, caregivers and healthcare facility staff. "There is a growing sense of panic that this unknown is now fueling. While the panic is not all justified, it cannot be ignored."

 

Healthcare facilities have a responsibility to keep patients, staff, providers and vendors safe. "At a time like this, timely communication and appropriate messaging are even more critical," Daniell said.

 

Here are examples of messages healthcare facilities should consider sharing with the people coming to their buildings.

  • For patients and vendors: "If you are not feeling well or are taking care of someone who is ill, please contact us to reschedule your appointment."

  • For staff: "If you are not feeling well or are taking care of someone who is ill, please call the office to reschedule your shift."

  • For anyone: "Please be advised that we have implemented a NO handshake policy on the premise at all times."

  • For staff and providers: "As a valued team member, please remember the importance of following hand hygiene, masking and all other hygiene-related policies per your training."

  • For patients, family members and vendors: "While in our waiting room or other areas of the facility, please cover your nose and mouth if you sneeze and cough. We have tissues and hand sanitizer located throughout the waiting room for your use. Please use both!"

  • For everyone: "To reduce your risk of spreading infection, remember to wash your hands frequently with soap and warm water for at least 20 seconds. It helps to sing 'Happy Birthday' twice. Also, keep your hands away from your eyes, nose and mouth."

  • For staff: "Remember that we have changed our patient pre-screening and screening upon admission policies to include asking where patients have traveled. If you have any concerns about admitting a patient, please speak with your supervisor."

 

Spreading the Word, Not the Virus

It is essential to establish processes to best ensure these and other timely messages are distributed in an efficient and effective manner. Posting notices on facility websites, social media and around the building itself are worthwhile. Outbound communication like phone calls and emails can work as well. But texting is likely your best option for mass communication.

 

"Text messaging is a proven method for quickly reaching and successfully engaging with patients, staff, providers and vendors," Daniell says. "If you need to get a message out fast, to a significant number of people and with a high degree of confidence that your audience will receive and read it, send that message as a text."

 

Daniell continues, "We like to say that, 'The time to deploy texting is well before it is needed.' With the coronavirus likely to continue spreading for some time, bringing with it even more panic, the time to deploy texting is as soon as possible."

About Dialog Health

Dialog Health Inc. is a U.S.-based company that provides a two-way texting platform to organizations which they can leverage as a communication and engagement channel. Two-way texting is a convenient, fast, effective and affordable communication resource for stakeholder engagement. For more information, visit www.dialoghealth.com, call (877) 666-1132 and follow Dialog Health on LinkedIn.

Becker's - Clinical Leadership & Infection Control

March 11, 2020 – As Coronavirus communications from ASCs: 7 critical messages.

We are all aware of the high level of uncertainty that has marked the start of 2020.

The coronavirus represents a significant unknown and is impacting people and processes in ways that known entities like the flu do not. There is a growing sense of panic that this unknown is now fueling. While the panic is not all justified, it cannot be ignored.

ASCs have a responsibility to keep patients, staff, providers and vendors safe. At a time like this, effective communication and messaging are even more critical.

Here are examples of seven messages your ASC may want to consider sharing with the people coming to your facility and who they should be directed toward.

• For patients and vendors: "If you are not feeling well or are taking care of someone who is ill, please contact us to reschedule your appointment."
• For staff: "If you are not feeling well or are taking care of someone who is ill, please call the office to reschedule your shift."
• For anyone: "Please be advised that we have implemented a NO handshake policy on the premise at all times"
• For staff and providers: "As a valued team member, please remember the importance of following hand hygiene, masking and all other hygiene-related policies per your training."
• For patients, family members and vendors: "While in our waiting room or other areas of the facility, please cover your nose and mouth if you sneeze and cough. We have tissues and hand sanitizer located throughout the waiting room for your use. Please use both!"
• For everyone: "To reduce your risk of spreading infection, remember to wash your hands frequently with soap and warm water for at least 20 seconds. It helps to sing "Happy Birthday" twice. Also, keep your hands away from your eyes, nose and mouth."
• For staff: "Remember that we have changed our patient pre-screening and screening upon admission policies to include asking where patients have traveled. If you have any concerns about admitting a patient, please speak with your supervisor."

Spreading the word (not the virus)
It is critical to establish processes to best ensure these and other timely messages are distributed in an efficient and effective manner. Posting notices on your website, social media and around your ASC are worthwhile. Outbound communication like phone calls and emails can work as well. But texting is likely your best option for mass communication.

As was noted in a previous Becker's ASC Review column, "Texting is a proven form of communication. Research has shown that 98% of texts are read and 95% are read within just three minutes of being sent. This means if you need to get a message out quickly, to a significant number of people and with a high degree of confidence that your audience will receive it, send that message as a text."

We like to say that "The time to deploy texting is well before it is needed." With the coronavirus likely to continue spreading for some time, bringing with it even more panic, the time to deploy texting may be as soon as possible.

Brandon Daniell is president and co-founder of Dialog Health, a cloud-based, two-way texting platform that enables vital information to be pushed to and pulled from patients and caregivers.

Founders update on COVID-19 Texting Communication and Support for Clients

So much has transpired over a short amount of time. How we connect with each other and conduct day-to-day business looks very different than just a couple of months ago. Our priority here at Dialog Health is to ensure our teams and clients are not only safe but can communicate critical, timely information to those who need it. We are prepared to get through this together. While we hope our clients never need an Emergency Preparedness Plan, we are grateful during times like these that we are ready and able to help.

 

In the past weeks, Dialog Health has increased its support resources to help our clients deliver the crucial, ever-changing COVID-19 communications to their patients, employees, caregivers, and vendor partners. We have fast-tracked setup and training for our Mass Text Alerts service. We have provided text messaging best practices and education concerning FCC guidelines and exceptions for emergency texting communications. We have also helped set-up links to virtual meetings, webinars, and chats to help remote employees stay connected.

We will get through this together. We just need to stay compassionate, connected, and safe.

 

Sincerely,

Brandon and Sean

Co-founders, Dialog Health