When we think of texting patients, the types of messages that generally come to mind first are those concerning issues like appointment reminders and verification, billing, lab results, and post-appointment surveys. While these are great uses for text messaging, hospitals, health systems, and other providers are discovering how texting positively impacts clinical outcomes and patient safety. Improvements in these areas can significantly affect financial performance (e.g., reducing readmissions and associated penalties), patient satisfaction, staff productivity and satisfaction, Net Promoter Score and CAHPS results , online reviews, and much more.   Below are examples of texts that can help your organization strengthen its clinical outcomes and patient safety. The topics covered may sound familiar as they could be covered in your patient education materials and/or during discussions with patients and their caregivers. However, these are issues worthy of reminders — critical instructions you need your patients to know and ensure they follow but you're not likely to call them about, given staff bandwidth and the significant reduction in patients who answer calls and listen to voicemails.   10 Text Messages to send to Boost Clinical Outcomes & Patient Safety: 1. Optimizing Preoperative Bathing for Infection Prevention   Preoperative bathing   plays a key role in infection prevention by reducing the number of germs on a patient's skin. Send texts reminding patients to purchase any special soap recommended for preoperative bathing (e.g., chlorhexidine) and when they should use the soap (e.g., two days before surgery, the day before surgery, the morning of surgery). If you want to provide more detailed preoperative bathing instructions that speak to topics like shaving and drying, include a hyperlink to this resource in your text.    2. Reducing Surgical Infection Risks for Postoperative Monitoring and Patient Safety Anyone who undergoes a surgical procedure is at risk of infection and possibly sepsis . Send a postoperative text reminding patients to monitor their incision for issues like swelling and bleeding and provide instructions on what patients should do if they see anything concerning (e.g., contact the care team).    A reminder text can also share other potential indicators of an infection, like fever, chills, pain, and nausea. Two-way healthcare texting  gives you the ability to allow a patient to respond to these reminder texts and request a call from their care team if they have concerns. This capability could prevent unnecessary visits to the emergency department.    3. Increased Shower Chair Safety for Surgical Patients   Patients who undergo surgical procedures like total knee and hip replacements should sit on a shower chair when they bathe to reduce the likelihood of a catastrophic fall. Send a text message leading up to the day of surgery that reminds patients that they need a chair and a postoperative reminder text message to use the chair.   4. Maximizing Home Safety and Preparation for Postoperative Recovery Getting one's home ready for postoperative surgical recovery is essential to reducing the likelihood of falls. Send a text reminding patients about key preparation steps, including removing loose cords, taping down corners of rugs, containing small pets, and creating a living environment on a single floor to eliminate the need to go up and down stairs. Two-way texting can enable an organization to ask patients to confirm they have conducted this preparation, adding another layer of accountability.   5. Enhancing Childbirth Experience: Smooth Childbirth Transition and Postpartum Wellness Childbirth is a laborious process (no pun intended) requiring intense preparation. There is a lot of information for an expecting parent(s) to process. Utilizing texting can significantly contribute to enhancing clinical outcomes and patient safety by ensuring essential details are not overlooked. In anticipation of the expected delivery date or a scheduled C-section or induced labor, sending a reminder text can emphasize the necessity of having an infant car seat in the vehicle. Subsequently, after childbirth, text messages can serve as vital reminders, covering crucial aspects such as monitoring incisions for infection and providing links to resources regarding breastfeeding and postpartum depression. .   6. Improving Nuclear Medicine Operations Nuclear medicine departments experience significant financial losses when patients miss or are late to appointments, requiring the wasting of expensive doses of radioactive materials/radiopharmaceuticals. A text message emphasizing the importance of on-time arrival for administration and the value of the patient's medication — language not typically included in an appointment reminder text — can further hit home the importance of not missing an appointment or informing the organization if rescheduling is necessary before doses are prepped. Two-way texts can enable patients to easily request a call if they have questions or need to reschedule.   7. Streamlining Colonoscopy Preparation A successful colonoscopy requires patients to follow preparation instructions , including stopping some supplements, drinking clear liquids, avoiding solid foods, and drinking the cleansing solution and/or taking special oral laxatives. Organizations can set up a series of texts to help ensure colonoscopy preparation compliance, reminding patients to acquire the bowel prep kit and when they should begin each step in the preparation process. A text message following the procedure can remind patients about possible common side effects and what patients should do if they have questions or concerns.   8. Ensuring Effective Recovery Post-Cataract Surgery Following cataract surgery, patients' eyes are vulnerable to infection and complications. Eye drops play a crucial role in preventing postoperative problems. Send texts reminding patients to use their drops and the importance of carefully following instructions. Texts can also share potential signs of complications and information on whom patients should contact if they have questions or concerns. Two-way texting can make it easy for patients to request assistance.   9. Preventing Deep Vein Thrombosis (DVT) After Surgery Surgery that decreases mobility can increase inflammation in the body and the risk of deep vein thrombosis (DVT). Send a text reminding patients about the importance of using their intermittent pneumatic compression (IPC) devices and/or taking a prescribed blood-thinning medication. A text can also inform patients about warning signs of DVT and the actions they should take if they have concerns.   10. Boosting Post-Discharge Compliance: Engaging Text Message Strategies for Patient Recovery   Most treatments and surgical procedures require patients to complete post-discharge tasks as part of their recovery process. Common examples include making follow-up appointments with providers (e.g., home care agency, physical/occupational therapy, primary care) and filling prescriptions. A text message can remind patients about the need to follow their post-discharge instructions, including making appointments and picking up medications. These are areas where two-way texting really shines. You can ask patients in a text whether they have completed critical post-discharge tasks. A confirmation moves you from "hoping" to "knowing" the patient has complied.    If patients indicate they have not yet complied, a follow-up text message can ask if they require assistance. A confirmation here empowers you to perform targeted outreach via phone call to help get patients back on the right path to recovery (and out of the emergency department).   A text message can also serve to remind patients about where they can access their post-discharge information and instructions (e.g., patient portal) and provide them with a phone number they can call if they have questions or require assistance.   Empower Patient Compliance With Text Messaging  Avoiding the phrase "No one told me!" is crucial for healthcare providers striving to boost clinical outcomes and patient safety. When patients utter these words, it often signifies a breakdown in communication that could potentially compromise their well-being. The use of text messaging software can easily turn "No one told me!" to "Thanks for the reminder!" By leveraging text messaging software, healthcare providers can effortlessly transform such instances into expressions of gratitude for timely reminders. These prompt messages not only encourage patients to take better care of themselves but also assist providers in ensuring patients arrive adequately prepared for appointments and adhere to vital instructions, thus minimizing the need for additional and avoidable services. The text message samples provided above only scratch the surface of how texting can enhance clinical outcomes and patient safety.   The text message examples provided above scratch the surface of how texting can help you improve clinical outcomes and patient safety. What other ways can text messaging be used? Ask your staff what they wish patients knew or would be reminded of and you're sure to come away with some great additional ideas for messages. You can also reach out to us at Dialog Health to discuss how we're helping organizations just like yours turn two-way texting designed for healthcare  into an essential clinical tool.

FRANKLIN, Tenn., Aug. 19, 2020 – Dialog Health, a two-way texting platform that enables information to be pushed to and pulled from patients, caregivers, and healthcare facility staff, announces the publication of a new case study highlighting how its platform is helping Albuquerque, New Mexico's Lovelace Health System better communicate with and support its employees during the COVID-19 health crisis. During the early days of the pandemic, policies, protocols, and new findings about COVID-19 were being updated frequently. Lovelace deployed the Dialog Health texting platform to communicate directly and instantly with employees since over 70% of its workforce work in a clinical setting without easy access to company email. From March 15–31, Lovelace sent more than 46,000 text messages to its staff. These messages covered a range of topics, including updates on changes to protocols, reminders about recommended safety practices, and information concerning the employee assistance program and a blood drive. The system also sent periodic texts that shared uplifting messages and inspirational quotes. Text messaging has become an invaluable way for Lovelace's leadership to reach and connect with its staff, said Serena Pettes, the health system's vice president of marketing and business development. "Sending texts to our employees via the Dialog Health platform during COVID-19 has been an easy, quick, and effective way to provide support, encouragement, and guidance during a challenging time." Brandon Daniell, president and co-founder of Dialog Health, praised Lovelace for how it is using texting. "The pandemic has taken its toll on all of us, but perhaps no one has been hit harder than the healthcare professionals who are working tirelessly to keep the members of our communities safe and healthy. While we may not have envisioned clients using our platform to deliver emotional and inspirational words of encouragement, we could not be prouder that they are doing so." Daniell continued, "Lovelace has a reputation for providing exceptional care thanks to its exceptional staff. We are happy that our platform is helping these terrific professionals in so many different ways." Since adding Dialog Health, Lovelace has used the platform daily and is exploring other ways it can leverage text messaging for staff communications. To access the Lovelace case study, click here . Organizations interested in adding text messaging for staff communications should visit Dialog Health , email info@dialoghealth.com or call (877) 666-1132. About Dialog Health Dialog Health 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 . About Lovelace Health System As a trusted healthcare provider for New Mexicans for nearly 100 years, Lovelace Health System (LHS) is comprised of Lovelace Medical Group, New Mexico Heart Institute, Lovelace Women's Hospital, Lovelace Medical Center, Heart Hospital of New Mexico at Lovelace Medical Center, Lovelace Westside Hospital, Lovelace Regional Hospital, and Lovelace UNM Rehabilitation Hospital. Across its six hospitals, 24 healthcare clinics, and seven outpatient therapy clinics, LHS offers 606 beds and employs a team of more than 4,200 employees, including nearly 250 healthcare providers. Lovelace continues to invest in our community, providing more than $41 million in unfunded care and supporting local nonprofit and community organizations with more than $400,000 in contributions in 2019. From our first and only hospital in New Mexico dedicated to women's health to the state's only hospital devoted exclusively to cardiovascular care, Lovelace is a leader in meeting the healthcare needs of this region. To learn more about our state-of-the-art treatment options, innovative healthcare providers, and award-winning quality initiatives, visit lovelace.com. Bo Spessard, COO Bo brings the perspective of both an entrepreneur-operator and trusted advisor to Dialog Health. He spent 5 years as a corporate attorney and 15 years leading fast-growing B2B SaaS companies. His expertise expands enteprise software, scaling sales organizations and empowering staff to deliver exceptional client services. He was COO of Emma, a B2B SaaS marketing company which was acquired by Insight Partners in 2018. Since Emma, he has advised multiple companies through transition, growth and fundraising. At Dialog Health, he is leading Sales & Marketing and doing his level best to bring corduroy back from the 1970s.

FRANKLIN, Tenn., May 12, 2020 -- Healthcare providers seeking ways to more efficiently and effectively resume appointments and drive revenue as COVID-19 restrictions ease are invited to download a free eBook discussing the valuable roles text messaging can play in these efforts. The eBook is published by Dialog Health, a two-way texting platform that enables information to be pushed to and pulled from patients, caregivers, and healthcare facility staff. It outlines 10 best practices for using text messaging for staff, patient, and vendor communications. These include rescheduling canceled appointments, driving new appointment recall campaigns, communicating about and initiating telehealth services, providing details on revised safety processes and protocols, and streamlining patient collections. The eBook also shares examples of text messages sent by Dialog Health clients. "We are committed to helping healthcare providers safely begin moving toward a return to normal operations," said Brandon Daniell, president and co-founder of Dialog Health. "During these challenging times, facilities are looking for solutions to help ensure high quality of care. Text messaging is a proven method for quickly and successfully engaging people across all generations. This free eBook identifies some of the most significant ways providers can leverage texting to improve their clinical, financial, regulatory, and operational performance." Text messaging is an advantageous communication method for numerous reasons. Two way-texting platforms are SaaS products that only require internet access, so facilities do not need to invest and set up new hardware. Nearly all consumers own mobile phones, and all mobile phones can receive text messages without any special software. There is little to no learning curve for patients as most know how to text. Text messaging is the most widely used smartphone function. About 95% of text messages are read within just minutes of their delivery, and about 98% of text messages are read on the day they are received. "In a mobile-led world where patient engagement is an essential strategy, text messaging is a necessity," Daniell says. "If you want 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." To download the free eBook, click here . Organizations interested in adding text messaging should visit Dialog Health , email info@dialoghealth.com , or call (877) 666-1132. About Dialog Health Dialog Health  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 . Contact: Brandon Daniell 615-429-4252 brandon@dialoghealth.com

FRANKLIN, Tenn., July 1, 2020 – Dialog Health, a two-way texting platform that enables information to be pushed to and pulled from patients, caregivers, and healthcare facility staff, announces it has added a contact tracing text messaging module to its post-appointment bundle. The new contact tracing module allows users to send automated text surveys to patients 7 days and 14 days following an in-person visit to their facility to ask whether patients have developed COVID-19 symptoms. Frequency of the texts can be set by the facility. Text messaging provides healthcare providers with a contactless, streamlined approach to determine whether contact tracing is necessary. "Contact tracing is an essential step in slowing the spread of the novel coronavirus," said Brandon Daniell, president and co-founder of Dialog Health. "In the interest of ensuring patient, staff, and community safety, healthcare providers have a responsibility to check with their patients following appointments to see if they have developed any COVID-19-related symptoms. If patients indicate they have symptoms in their text reply, contact tracing can begin for patients, staff, and others at the facility on the day of the appointment." Daniell continues, "At a time when providers are focused on safely resuming operations and adjusting to the 'new normal,' two-way texting makes identifying a potential contact tracing case a simple process." In addition to the contact tracing module, users of the Dialog Health post-appointment bundle can leverage a variety of other text messaging modules, including those used for collecting outstanding patient payments, requesting patients complete satisfaction surveys, and identifying infections for reporting and bundling requirements. Organizations interested in adding contact tracing and other post-appointment text messaging should visit Dialog Health , email info@dialoghealth.com or call (877) 666-1132. About Dialog Health Dialog Health 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 .

Texting is not a "trend"...it's part of our lives and how we communicate today. Reports show that mobile usage will only continue to rise. Don't get left behind. Learn more about our easy-to-use, cloud-based, HIPAA compliant two-way texting platform.  One platform with multiple solutions - from Automated Appointment Reminders to Recall Campaigns to Group Emergency Texts. Improving your patient engagement is as easy as sending a text.   Improve patient engagement with the power of texting. #healthcareindustry #healthcaremarketing #healthcareit #healthcaremanagement #healthcareleaders #twowaytexting #sms #leaderinhealthcaretexting #hipaacompliance #cloudbased #ASCtextingsolution #hospitalmanagement #reducenoshows #automatedsms #groupsms #increacecompliance #revenuemanagement #twowaytextprovider

What is more important for an ambulatory surgery center (ASC): effective preoperative communication or postoperative communication? The answer seems obvious. Effective preoperative communication ultimately required for ensuring patients arrive for their procedure on time, adequately prepared for their treatment, and ready to cover their estimated expenses. When preoperative communication is successful, outcomes tend to be as well. But a strong argument can be made that postoperative communication has taken on much greater significance over the past few years, with the COVID-19 pandemic further elevating its importance. We know this to be the case because our conversations with ambulatory surgery centers increasingly include discussions about how text messaging can help meet, improve, and streamline postoperative communications. Here are seven ways ambulatory surgery centers are using postoperative texting during the health crisis. 1. Contact tracing Contact tracing is an essential step in slowing the spread of the novel coronavirus. Ambulatory surgery centers are now sending automated postoperative text surveys to patients — typically 7 days and 14 days following an in-person visit to their facility — to ask whether patients have developed COVID-19 symptoms. If patients indicate they have symptoms in their text reply, contact tracing can begin for patients, staff, and anyone else who was at the ASC on the day of the procedure. 2. Mass communication concerning a positive test If a patient, staff member, physician, or visitor to an ambulatory surgery center tests positive for COVID-19, ASCs are using text messaging to quickly and effectively inform those who may have interacted or shared space with the positive individual. This text typically includes a note advising the recipient to self-quarantine. It may also notify patients that they should expect to hear from the local health department concerning contact tracing. 3. Initiating telehealth To reduce direct contact during the pandemic, ambulatory surgery centers — and their affiliated practices — are increasingly leaning on digital information and communication technologies (i.e., telehealth) to interact with patients prior to and following treatment. For postoperative purposes, telehealth is permitting ASCs and surgeons to virtually answer questions about wound care, changing dressings, infection concerns, and other matters for which seeing the patient and the surgical site is necessary. Text messaging is helping facilitate telehealth appointments . Ambulatory surgery centers are sending text messages that include direct hyperlinks to initiate appointments. When links in these texts are selected, a web browser or default videotelephony app should automatically open and the camera on the phone should activate. This makes telehealth simple for patients and ASCs. 4. Patient satisfaction surveys Text messaging is one of the most effective ways to encourage patients to complete satisfaction surveys. Ambulatory surgery centers are sending text messages that invite patients to complete their short survey and include a link to the survey in the text. When patients click the link, they are brought to the online survey, which they can conveniently complete on their smartphone. We have seen several ASCs recently add questions about whether patients felt adequately informed about new policies and procedures concerning COVID-19 and used the feedback to improve their preoperative communication and patient preparation. 5. Reputation management If patients express satisfaction with their surgery and overall experience, ambulatory surgery centers are using texting to ask these satisfied patients to leave positive reviews online. 6. Collections Before devoting resources to making calls and/or mailing letters to patients concerning outstanding payments, ambulatory surgery centers are sending well-worded, polite texts reminding these patients that payment is still due. These texts often include a link to an online bill pay portal when an ASC offers such a mechanism. While requesting payment via text may seem unusual, such a method is familiar to most people. Many other industries already employ texting for payment prompts, including major credit cards and telecommunications companies. 7. Value-based care For ambulatory surgery centers that have entered into value-based contracts (e.g., bundled payments), text messaging is helping complete the required postoperative work. This includes inquiring about potential surgical site infections and providing guidance and answers to questions concerning medications and therapy prescribed as part of the surgical recovery plan. Adding Postoperative Text Messaging Ambulatory surgery centers interested in leveraging postoperative texting should learn more about Dialog Health's post-appointment text messaging bundle. It features modules for all of the outreach efforts highlighted above, with each module including sample text messages ASCs can easily adapt for their specific needs. To learn more about adding post-appointment text messaging, schedule a demo , email info@dialoghealth.com , or call (877) 666-1132.

Dialog Health has published a complimentary eBook for human resources professionals that shares best practices for using text messaging for employee engagement, communication, education, and satisfaction as organizations work to navigate the uncertainty caused by the health crisis. Best practices covered in the eBook cover the following valuable uses for human resources departments: Emergency Alerts: Support your business resiliency program by ensuring an emergency communication channel Mass/Group Alerts: Plans to resume business operations and changes to policies and procedures Survey Alerts: Check-in with your staff with a question that requires a response Health Plan, Provider, and Benefits Information: Health insurance FAQs and increase engagement during enrollment Links to Telehealth Providers and Information: To provide safe healthcare for employees Language Preference: For texting in preferred language COVID-19 Updates and Resources: Keeping staff abreast of the most significant developments Emotional Support : Staff morale As is noted in the eBook , "This is a time when the value and effectiveness of text messaging really shines. Throughout the nation, organizations are reopening offices, changing office procedures, updating remote work policies, and needing to share constantly changing information. For those organizations that leverage text messaging, resuming operations will prove more streamlined and successful." The free eBook is available for download by clicking here . You can also access it below. Organizations interested in adding text messaging should visit email info@dialoghealth.com , call (877) 666-1132, or fill out this form .

Brandon Daniell, president and co-founder of Dialog Health, explains why ambulatory surgery centers (ASCs) should emulate the usage of text messaging by the financial industry to communicate with patients about their financial obligations in a new ASC Focus column. As he writes, "Banks, credit card companies and other service providers need to communicate regularly with their customers regarding their financial obligations. Like ASCs, these businesses have relied on phone calls, physical mail and email for this purpose. Unlike many ASCs, these businesses now embrace texting." The column discusses why text messaging is an effective strategy for surgery centers to engage with patients about financial responsibility, shares different ways ASCs can use texting in a similar fashion as financial institutions, and lists several of the benefits of leveraging text messaging for communicating about money matters. Daniell concludes his column by explaining how ASCs can adopt texting and outlining other valuable uses for text messaging. Download the column as a PDF here or view it below. ASC Focus  is the official magazine of the Ambulatory Surgery Center Association (ASCA).

Unfortunately, it looks like our experience with COVID-19 will only get worse before it gets better. Although the total number of new daily cases of the novel coronavirus in the United States has slowly been declining over the past few weeks, some states have experienced significant upticks. We're likely to see more hotspots popping up as states continue to proceed with reopening plans, including in-person education, and people experience fatigue with wearing masks and social distancing restrictions. We're seeing this occurring in Europe, which is now in the midst of its second wave of the health crisis. Pair surging COVID-19 infections with the looming flu season, and this one-two punch — which some are calling a " nightmare " scenario — has the potential to overwhelm hospitals and lead to new shutdowns and the reduction of non-essential services. Even a best-case scenario is still likely to result in significant challenges and pressures for healthcare providers, which is why now is the time to take the steps necessary to strengthen your emergency preparedness. One of the most significant aspects of emergency preparedness that requires increased attention before the nightmare hits is communication. Healthcare providers that successfully navigated the unchartered waters of COVID-19 placed a priority on ensuring effective communication with patients, staff, vendor partners, and, more broadly, the communities they served. And they did so by leveraging a range of tools, with a growing number of providers relying on texting to get timely messages to the people who needed to receive them. The experiences from the first six-plus months of this pandemic have taught us a great deal about what must happen if provider organizations want to put themselves in a position to respond effectively to the challenges of the next six months and beyond. Here are four of the lessons learned from the health crisis that you can use to improve your organization's emergency communication preparedness. 1. Address emergency communication weaknesses sooner than later The several weeks that followed the declaration of the pandemic and the issuing of restrictions and stay-at-home orders put emergency preparedness plans to the test. Many came up short. For those organizations that struggled with communication, they lacked the ability to inform patients, staff, and vendors effectively and efficiently about rapidly changing closure guidelines and safety rules. The mechanisms relied upon by such organizations to provide updates — such as phone, email, website, social media — were worthwhile, but often failed to get that information to a majority of targeted recipients in a timely fashion. When an organization needs to get an urgent message out to a significant number of people fast and with a high degree of confidence that the intended audience will receive and process it, there's no better means than texting. It's a proven method for quickly reaching and successfully engaging with stakeholders. We say that the time to deploy texting is well before it is needed. If you're not already using a texting platform, the time to add this valuable communication mechanism is now. 2. Never assume an emergency message is received When organizations were forced to shut down their operations, sometimes on relatively short notice, there was often a scramble to inform everyone affected — from patients who had their treatments postponed to staff members who were directed to stay home or still come in to the facility to vendors whose appointments were canceled. For organizations without text messaging, they relied upon the aforementioned mixed of emails, phone calls, and online posts. Unfortunately, organizations were often left unsure about whether stakeholders received or saw this messaging. Phone calls — the mechanism typically leaned upon for urgent messages — are increasingly ignored these days, largely due to robocall fatigue . And there's no guarantee that a voicemail will be listened to any time soon, if at all. When stakeholders missed messages providing new instructions, they typically proceeded with their original plans of coming to the facility, only to learn once they arrived that the facility was closed or appointments and shifts were canceled. This was not only frustrating but also led to an increased risk of exposure to the novel coronavirus. Two-way text messaging can help an organization dramatically reduce the likelihood that a message will be missed. Two-way texting allows recipients to respond to a message via text. If an organization wants to confirm that recipients received a message, they can ask the recipients to reply with a simple "yes" and the text messaging platform will record this confirmation. If any recipients fail to respond within a set amount of time (e.g., one hour), organizations can then reach out via phone and/or email. Considering more than 96% of Americans own a mobile phone of some kind, all of which can text, and research has shown that 98% of texts are read and 95% are read within just three minutes of being sent, the number of people who will require outreach via phone or email will be significantly lower. If the information that needs to reach recipients is too long for a text or needs to be provided in a format other than text, organizations can easily include a hyperlink to this information in a text message — another benefit. 3. Be prepared for before, during, and after the emergency Significant attention with emergency preparedness is paid to the initial response. What often receives less attention is what needs to happen during and after the emergency, as was the case with the pandemic. Organizations focused heavily on responding to the announcement of the pandemic and subsequent regulatory guidelines and recommendations, including stopping non-essential services and developing mechanisms to safely reduce the number of in-house staff to better support social distancing without harming care. Once this work was accomplished, many organizations, like much of the country, took a wait-and-see approach to developments. Unfortunately, in many cases, this was lost time that could have been spent preparing for the efforts that would be required for a successful reopening and gradual resumption of operations. As states began to announce when restrictions would ease and organizations began receiving information about when they could expect to begin reopening their facilities or individual departments (e.g., outpatient surgery), some organizations found themselves rushing to get timely messaging out to stakeholders about what this meant and how they would be affected — critical aspects of any successful business continuity plan. For patients, this information covered everything from when the date when the facility or department would reopen and how that would affect postponed treatments; what patients needed to do to reschedule appointments; changes in safety policies and procedures that patients and visitors would need to follow; and contact tracing surveys . For providers with a telehealth program, they worked to spread the word about the availability of such services. For staff, information disseminated covered everything from scheduling of shifts; new policies and procedures; steps leadership was taking to better ensure safety; and availability of services to help staff manage their own response to the pandemic, including COVID-19 testing and mental health support. For vendors, messages typically spoke to rescheduling of appointments and changes to policies and procedures representatives would need to follow during on-site visits. In the days and weeks that followed the initial reopening phase, what was understood about the novel coronavirus constantly evolved, affecting how organizations approached their response and modified their rules and guidelines. As this language changed, affected stakeholders needed to be informed. In many cases, this meant significant time spent on phone calls — sometimes multiple calls, if initial calls were missed — and emails that may or may not have been read. But for those organizations already using a text messaging platform, getting frequently changing updates out to a majority of affected stakeholders proved simple and effective. Writing the message, selecting targeted recipients, and clicking send was all it took to inform recipients about how to reschedule appointments, masking requirements, a no-visitor policy, new pre-screening rules, and more. Texting platforms could confirm the delivery of the messages and two-way texting helped document when recipients acknowledged the message. Staff — already stressed and often at reduced capacity — had their communication responsibility workload greatly reduced, permitting more time to focus on other critical matters. The organizations themselves were able to more easily ramp back up operations and begin capturing sorely needed revenue. As the possibilities of a second wave (or continued first wave, as some consider it) looms large, coupled with the flu season, organizations must need to strengthen their plan for how they intend to respond to a return of operational restrictions and the possibility of a second lockdown as well as identify what they can also do to further simplify and streamline reopening and resuming operations. Text messaging must be a part of this equation. 4. Don't overlook the value of staff support The final emergency preparedness and communication lesson learned from COVID-19 that we'll cover is that the need to provide emotional support to staff becomes elevated during times of great stress, such as this pandemic. As important as it is to keep staff informed about changes in their work schedule, new rules, and other developments that affect operations, it is perhaps just as important to remind staff that their hard work and dedication during such an uncertain time does not go unnoticed. To provide emotional and inspirational support to personnel, organizations are sending uplifting messages via text that are having a positive impact on mental health. One such organization is New Mexico's Lovelace Health System. It sent more than 46,000 text messages to its staff over a two-week stretch in March. While these messages covered a range of topics, including updates on changes to protocols, reminders about recommended safety practices, and information concerning the employee assistance program, Lovelace also sent texts that shared uplifting messages and inspirational quotes. As Serena Pettes, vice president of marketing and business development for the health system notes , "Sending texts to our employees … during COVID-19 has been an easy, quick, and effective way to provide support, encouragement, and guidance during a challenging time." It can be easy to overlook something like showing support for staff when there is so much work to be done (often with reduced staff), but the benefits of a simple message of appreciation can make a significant difference in morale and productivity. Strengthen Your Emergency Preparedness With Text Messaging While communication is just single component of emergency preparedness, it's one of the most important. When an organization can communicate effectively and in a timely manner about what it needs staff, patients, and vendors to do in response to ever-changing and -evolving emergency developments, execution of emergency preparedness and business continuity plans becomes easier and more successful. Text messaging helps make this happen. To learn about how to add Dialog Health text messaging to your organization, fill out the form here , email info@dialoghealth.com, or call (877) 666-1132.

Brandon Daniell, president and co-founder of Dialog Health, identifies emergency communications lessons hospitals have learned from the pandemic that can improve their emergency communication plan and preparedness in a new Becker's Hospital Review column . As he writes, "The experiences thus far of hospitals working to manage the health crisis have taught us a great deal about what must happen if hospitals and health systems want to put themselves in the best position to respond effectively to the challenges of the fall, winter, and beyond." The column discusses the following lessons: Address vulnerabilities due to reduction of in-person communication Attend to emergency communication weaknesses Never assume an emergency message is received Prepare for before, during, and after the emergency Don't overlook the value of staff support As Daniell notes, "Communication is one of the most important aspects of emergency preparedness and business continuity. When a hospital or health system can communicate effectively and in a timely manner about what staff, patients, and vendors must do in response to rapidly changing developments, execution of an emergency plan becomes easier and more successful." Access the Becker's Hospital Review column here .

The recordings of all sessions from the 7th Annual ASC and Healthcare Management Virtual Symposium are now available on YouTube, including the panel discussion on crisis communications featuring Brandon Daniell, president and co-founder of Dialog Health. Daniell was joined by Chris Kralik, administrator for AMSURG, and Serena Pettes, vice president of marketing and business development for Lovelace Health System. Their session was titled "Emergency Communication Lessons Learned From Covid-19 and Best Practices for Improvement." Watch it here: Other sessions covered topics including revenue cycle management, OSHA enforcement, private equity, and information technology. To access all of the Symposium's recordings, click here . They are available through the YouTube channel of Garfunkel Wild, P.C., host of the meeting.

More than 200 million Americans are currently under winter weather alerts as this historic storm inflicts substantial damage to large parts of the country. Another storm is on its way. Many of our clients have been affected by this severe weather. We are grateful that they have been able to use text messaging to help execute their emergency response plan and better ensure the safety of patients, staff, and visitors. Here are a few examples of texts our clients have sent over the past 24-48 hours: I regret to inform you that the center will be closed now through Thursday February 18 with plans to reopen Friday February 19 due to inclement weather. Safety for our patients, drivers and employees are a top priority. Please contact your Physician at your earliest convince to reschedule. Sorry for any inconvenience this may have cost you. All employees, unit 4 will be set up with cots, blankets and pillows for your use in case of inclement weather and you wish to stay instead of driving home. Please notify your on duty supervisor if you are wanting to stay and they will help get you set up in a room. Thank you all for everything you do! The Center will be closed tomorrow (Tuesday) and Wednesday due to the power outages and inclement weather. If you have PTO, you are welcome to use it. If you do not, please talk to your supervisor directly. Stay tuned for updates. Stay WARM! Thank you. Due to inclement weather and unsafe road conditions your appointment for tomorrow has been CANCELLED. Please contact your doctor directly to reschedule. Thank you. About a year ago, I wrote a blog titled "Your emergency preparedness plan: Why it needs to include text messaging." The events of 2020 and now the early part of 2021 have further cemented this belief. To everyone affected by these storms, please stay safe! To our clients: If you need any assistance with sending emergency texts, call or text me at (615) 429-4252.