Key Takeaways Reducing No-Show Rates:  Automated text reminders significantly reduce missed appointments. Enhancing Patient Engagement:  Personalized texts improve satisfaction and communication. Efficiency: Streamlined workflows save time and improve practice efficiency. Preferred Communication:  Text messages are preferred for their visibility and convenience. Integration and Customization:  Integrate with health records and customize reminders for effectiveness. Compliance and Consent:  Ensure HIPAA compliance and obtain patient consent. Case Studies: Examples show reduced no-shows and improved patient engagement. The Benefits of Healthcare Text Appointment Reminders Text appointment reminders offer several advantages for both patients and medical practices. These reminders help ensure patients remember their appointments , leading to fewer no-shows  and missed appointments. By automating this process, you can improve patient engagement and streamline your operations . This not only enhances patient satisfaction but also increases the efficiency and effectiveness of the medical practice. Reducing No-Show Rates Text appointment reminders are crucial for reducing no-shows and missed appointments . Automated appointment reminders ensure patients remember their medical appointments. By implementing automated appointment reminders, medical practices can significantly reduce missed appointments and patient no-shows. Enhancing Patient Engagement Effective patient communication is essential for enhancing patient engagement and satisfaction . Personalization of text reminders leads to a better patient experience . Engaging with patients through text messages fosters better patient relationships  and improves overall patient engagement. Efficiency for Medical Practices Automating appointment reminders helps streamline the workflow  of any medical practice. This automation saves staff time and makes processes more efficient. Healthcare providers can see an improvement in ROI as a result of reduced missed appointments and a more efficient practice. Why Text Messaging is Preferred Over Calls and Emails Text messaging is becoming the preferred method for appointment reminders due to its efficiency and effectiveness . Unlike calls and emails, text messages are more likely to be noticed and acted upon promptly. This method of communication aligns well with the preferences of modern patients, ensuring higher engagement and quicker responses . Higher Visibility and Engagement Text messages offer higher visibility and engagement  compared to email reminders. Messages sent via text message are more likely to get opened and read. Patients prefer this method of communication, making it the preferred method for appointment reminders. Convenience and Speed Texting provides unmatched convenience and speed . Sending appointment reminders via text message or SMS is quick and efficient. Patients prefer this form of communication because it is direct and timely . Ubiquity of Text Messaging The ubiquity of text messaging makes it an ideal choice for reaching patients. Texting patients ensures that messages are received promptly. Healthcare providers can use text to send appointment reminders, making it an effective way to inform patients . Setting Up Automated Text Appointment Reminders Integrating automated text appointment reminders into your practice involves a few key steps to ensure efficiency and effectiveness. Proper integration with health record systems, creating tailored reminder sequences, and syncing reminders with appointment schedules  are essential components. These steps help in maintaining up-to-date patient information, improving engagement , and reducing missed appointments . Integrating with Your Health Record System Integrating text appointment reminders with your health record system is essential for seamless patient information management . Systems like Dialog Health and other patient appointment reminder software can help streamline this integration. Proper integration ensures that patient information is up-to-date and easily accessible . Building Custom Reminder Sequences Creating custom reminder sequences allows you to tailor messages to fit your needs . You can build effective templates for reminder texts, ensuring each patient reminder is personalized and effective. Effective text message appointment reminders can significantly improve patient response rates and engagement . Syncing Reminders with Appointment Schedules Syncing reminders with appointment schedules is vital for maintaining an organized workflow . Automated reminders should align perfectly with your appointment scheduling system . This ensures that every reminder is sent at the right time, reducing the risk of missed appointments. A reliable appointment reminder system  enhances the overall efficiency of your reminder service. Enrolling Patients in Your Text Reminder Service Incorporating text reminders into your patient communication strategy can improve appointment adherence and overall satisfaction. By offering text reminder options at various touchpoints, you ensure that patients stay informed and engaged throughout their healthcare journey. During Scheduling When scheduling an appointment, it's important to incorporate text reminders into the process. Effective patient communication  starts from the moment you’re scheduling a new patient. Make it easy for patients to opt-in to your reminder service during their initial appointment scheduling. Online Appointments For online appointments, offering a text reminder option ensures patients are informed and ready. Integrate appointment reminder text and SMS reminders into the appointment scheduling process. This practice not only keeps patient appointments on track but also enhances overall patient communication through timely reminder texts. In the Waiting Room The waiting room is a great place to enroll patients in your text reminder service. Use patient forms to collect necessary information and provide a friendly reminder about the benefits of receiving appointment texts. This step helps improve the patient journey and enhances the patient experience by keeping them informed and engaged. Crafting Effective Text Message Appointment Reminders Crafting effective text message appointment reminders involves more than just sending a message. It's about ensuring the communication is clear, concise, and tailored to meet the needs of both the patient and the medical practice. Key Elements of an Effective Reminder To create an effective reminder, include key elements  such as the appointment details and appointment time. A clear and concise message ensures patients understand their appointment text reminders. Using a structured text message format enhances clarity and effectiveness. Sample Appointment Reminder Templates Using a sample appointment reminder template  can simplify the process of crafting reminder texts. Here are a few examples of reminder text messages: "Friendly reminder: Your appointment with Dr. Smith is on [date] at [time]." "Don't forget your appointment on [date] at [time]. Reply 'C' to confirm." Legality and Compliance of Text Messaging in Healthcare Text messaging in healthcare requires strict adherence to legal and compliance standards. Ensuring that patients consent to receive text messages and maintaining HIPAA compliance are critical components. Distinguishing between promotional and transactional messages  is also essential to uphold regulations and protect patient information. Patient Consent for Receiving Text Messages Obtaining patient consent is essential for receiving text messages in healthcare. Patients must give explicit consent  to receive text messages, ensuring the process is HIPAA compliant. Proper handling of patient information is crucial to maintain trust and legality. Make sure patients understand and agree to receive text messages as part of their communication preferences . HIPAA Compliance HIPAA compliance is a critical aspect of text messaging in healthcare. Ensuring text messaging practices meet HIPAA standards protects patient information and maintains compliance. The healthcare industry must adhere to these regulations to safeguard patient data. Every healthcare practice should review their text messaging systems to ensure they are HIPAA compliant. Distinguishing Between Promotional and Transactional Messages It's important to distinguish between promotional and transactional messages  in patient communication. Transactional messages, like appointment reminders, are crucial for patient care, while promotional messages serve different purposes . Proper notification and adherence to regulations for each type of message are essential. Utilizing a reminder service can help manage and streamline this form of communication. Case Studies and Examples of Effective Appointment Reminders Case Study 1: Reduced No-Shows by 34%, Drastically Increasing Revenue The physician services division of a large health system aimed to reduce appointment no-shows. By implementing Dialog Health’s two-way real-time text messaging platform, they managed to drop the collective no-show rate by 34% . This significant reduction in patient no-shows projected an additional $100,000 in revenue for the system. The increased patient engagement via automated and direct text messaging played a crucial role in this achievement. This case study highlights the effectiveness of text messages in reducing no-shows and demonstrates the financial benefits of using automated appointment reminders. Case Study 2: Hospital Sees Over 95% Reach Rate for Referral Patients with Dialog Health The Metabolic and Nutrition Services department at a Utah hospital utilized Dialog Health’s two-way texting platform to schedule appointments with referred patients. They achieved a remarkable 95% reach rate  and saved over 524 hours  on calling and scheduling appointments. This efficient use of text messages not only streamlined the scheduling process but also significantly improved patient engagement. The department's success illustrates how effective text messaging can be in managing patient appointments and enhancing overall communication. Request a Demo of Our Two-Way Texting Solution Discover how you can reduce no-show rates and boost patient engagement with our automated text appointment reminders. Streamline your operations and enhance patient satisfaction effortlessly. Request a demo today and see firsthand how our solution can transform your healthcare practice.

The OAS CAHPS (Outpatient and Ambulatory Surgery Consumer Assessment of Healthcare Providers and Systems) Survey becomes mandatory for Medicare-certified ambulatory surgery centers (ASCs) on Jan. 1, 2025. For ASCs that fail to comply with the new requirement, they will be subject to a decrease in Medicare reimbursement rates in 2027 and beyond. While there's no Medicare reimbursement penalty for poor survey performance, ASCs' OAS CAHPS results will be publicly reported and accessible on Medicare's " Care Compare " tool beginning in 2026. Low OAS CAHPS scores — which would suggest that patients have a negative experience with the care they receive before, during, and/or after their visit to a surgery center — could cause great harm to an ASC. Many factors will influence OAS CAHPS scores, most notably the care patients receive at ASCs. But good care and outcomes may not automatically translate to good OAS CAHPS scores. The survey is designed to measure the patient experience — in other words, how patients perceive their care. Suboptimal results could reflect a disconnect between the patient experience and the topics covered in the survey. ASCs hoping to achieve high OAS CAHPS scores that help distinguish the facility will want to focus on and speak to these topics. Such efforts can help influence how patients feel about their experience with these topics — and hopefully do so in a positive manner that leads to better scores. Enter text messaging. Timely messages sent to patients, worded in ways that bring attention to OAS CAHPS areas of focus, can be a difference-maker for ASCs. These texts can leave a lasting impression on patients, so when it's time for them to complete OAS CAHPS surveys, the topics highlighted may be more likely to stand out in ways that translates to better scores. Conversational, two-way text messages, which enable patients to respond to texts with messages of their own, can further enhance engagement. Text Messages That Can Improve OAS CAHPS Survey Scores What might these text messages look like? Below are 10 OAS CAHPS survey  questions and examples of texts that can positively influence patients about the questions. Text messages sent prior to the procedure 1. Before your procedure, did your doctor or anyone from the facility give you all the information you needed about your procedure? What to say in a text: "All of the information you need to know about your procedure at Main Street Surgery Center can be accessed at http://bit.ly/surgeryinfo . If you have any questions, reply to this message or call 877-666-1132. We look forward to seeing you on Monday for your procedure!" 2. Did the check-in process run smoothly? What to say in a text: "We want to make the check-in process at Main Street Surgery Center run smoothly for you! When you arrive, please come to the registration window and one of our staff will be happy to get you checked in." 3. Were the clerks and receptionists at the facility as helpful as you thought they should be? What to say in a text: "When you are at Main Street Surgery Center, do not hesitate to ask any of our clerks or receptionists for help. They will be happy to help you, answer any questions, and make sure you have a great surgical experience." 4. Did the doctors and nurses make sure you were as comfortable as possible? What to say in a text: "Our doctors and nurses at Main Street Surgery Center want to ensure you are as comfortable as possible for your surgery. During your visit with us, do not hesitate to ask for anything that can help improve your comfort." 5. Did the doctors and nurses explain your procedure in a way that was easy to understand? What to say in a text: "Prior to your procedure at Main Street Surgery Center, our doctors and nurses will explain your procedure in a way they hope will be easy for you to understand. If you have any questions about what they explain, ask! They will be happy to answer your questions." 6. Anesthesia is something that would make you feel sleepy or go to sleep during your procedure. Were you given anesthesia? or Did your doctor or anyone from the facility explain the process of giving anesthesia in a way that was easy to understand? What to say in a text: " Prior to your procedure at Main Street Surgery Center, you will be given anesthesia, which will make you go to sleep. Your anesthesia provider will explain the process of giving anesthesia in a way they hope will be easy for you to understand. If you have any questions about what they explain, ask! They will be happy to answer your questions." Text messages sent following the procedure 7. Discharge instructions include things like symptoms you should watch for after your procedure, instructions about medicines, and home care. Before you left the facility, did you get written discharge instructions? What to say in a text: "Following your procedure at Main Street Surgery Center, you were provided written discharge instructions. If you no longer have the discharge instructions you were provided, access them online at http://bit.ly/surgeryinfo . If you have any questions about discharge instructions, reply to this message or call 877-666-1132." 8. Some ways to control pain include prescription medicine, over-the-counter pain relievers or ice packs. Did your doctor or anyone from the facility give you information about what to do if you had pain as a result of your procedure? What to say in a text: "We hope you are recovering well from your surgery. As a reminder, if you experience any pain, you can take Tylenol and carefully apply an ice pack to the surgical area. If you experience rising levels of pain or have questions about what to do about pain, reply to this message or call 877-666-1132." 9. Possible signs of infection include fever, swelling, heat, drainage or redness. Before you left the facility, did your doctor or anyone from the facility give you information about what to do if you had possible signs of infection? What to say in a text: "Infections can sometimes occur after surgery. If you no longer have the information about possible signs of infections that you were provided following your procedure, you can also access the information online at http://bit.ly/surgeryinfo . If you have any questions or concerns about possible infection, reply to this message or call 877-666-1132." 10. Would you recommend this facility to your friends and family? What to say in a text: "We hope you had a great experience at Main Street Surgery Center and will consider recommending us to your friends and family. If you have any feedback on what our doctors, nurses, and staff could have done to make your experience even better, reply to this message with your thoughts. We are always working to improve!" Note:  Ongoing reviews of OAS CAHPS performance can help an ASC know where it needs to better target efforts for improvement, which can be supported by carefully worded text messages. Another Way to Use Texting to Improve OAS CAHPS Scores: Simple Patient Surveys ASCs have typically conducted patient satisfaction surveys following procedures, but the OAS CAHPS mandate may motivate centers to debate whether to continue with their own surveys. The OAS CAHPS survey is lengthy (34 questions), so ASCs may choose to have the OAS CAHPS survey serve as their only patient satisfaction survey rather than burden patients with completing multiple, long surveys. While this may be a worthwhile transition, it would eliminate a mechanism for ASCs to secure valuable feedback from patients. Two-way text messaging can help here as well. ASCs can send a survey text message to patients asking them to rate their experience on numbered scale. If patients respond with a low rating, a follow-up text can ask them to explain what they found disappointing and see if they would like to speak with an ASC representative about their experience. If patients respond with a high rating, a follow-up text can ask patients for any recommendations about what could have made their experience even better. The insights gathered through this simple, non-burdensome survey can help an ASC determine areas to target for improvement that may enhance the patient experience and OAS CAHPS scores in the process. Prioritizing OAS CAHPS Scores Given that they will be publicly reported, an OAS CAHPS score that paints an ASC in a negative light has the potential to wreak havoc. Consider these potential impacts: Patients who are referred by their physicians to an ASC with a poor score may request referrals to a different facility. For an ASC with a cash-pay program, patients may look to go to a center with a better score. Surgeon owners who are displeased with their association with a poor score may look to make staffing changes. Surgeon users (i.e., non-owners) performing procedures at the ASC may decide to take their procedures elsewhere. Prospective surgeons researching their options for where to potentially perform procedures and/or become investors may find an ASC's weak score off-putting. A low score may weigh heavily on staff, potentially contributing to reduced morale, decreased productivity, increased likelihood of burnout, and rising turnover — all of which can further harm the patient experience and depress the score. Prospective staff may choose not to apply for or accept a job at an ASC with a poor score because it may suggest a bad working environment that's translating to a negative patient experience. Anesthesia providers may similarly question whether they want to deliver their services at an ASC with a low score. Commercial payers may hesitate to contract with underperforming ASCs, particularly when payers have better-performing options in a market. To achieve strong OAS CAHPS scores, ASCs will need to focus on what they are known for: delivering high-quality, highly personalized surgical care that leads to great outcomes. ASCs will also need to ensure they are effectively addressing the topics covered by the OAS CAHPS survey questions. With two-way text messaging, ASCs can better accomplish all of these goals and do so without adding significant administrative burden. Texting is also proven to help surgery centers in other key areas of performance, including reducing cancellations and no-shows, improving collections, and strengthening staff engagement. To learn more about Dialog Health, the text messaging platform of choice for ASCs nationwide, schedule a demo , text or call (877) 666-1132 , or email  info@dialoghealth.com .

Brandon Daniell, president and co-founder of Dialog Health, discusses how text messaging can greatly help physician practices improve their telehealth programs in a new Physicians Practice column. In his column " 5 ways texting makes telehealth simpler and more effective ," Daniell discusses some of the ways practices can leverage telehealth during the coronavirus pandemic and then explains why texting should be an essential part of a telehealth program. As he concludes, "A text has the power to transform a mobile phone into a telehealth tool. During a time when we are looking for solutions that can help ensure the quality of care is as high as possible, telehealth plus texting are two that all practices should strongly consider." Access Daniell's column on telehealth and texting .

The Importance of Understanding FCC Regulations The recent updates from the Federal Communications Commission (FCC) regarding texting regulations ( https://www.fcc.gov/sites/default/files/tcpa-rules.pdf ) have significant implications for contact and call centers. As these centers increasingly integrate texting as a primary communication channel, understanding and adhering to the FCC’s guidelines is crucial for maintaining compliance and maximizing operational efficiency. The FCC has two main laws that help keep our text messages and emails free of spam: the Telephone Consumer Protection Act (TCPA) and the CAN-SPAM Act. While these laws weren’t originally designed for SMS marketing specifically, they do apply to texting just like they do to auto-dialers and telemarketing. It is important for Contact and Call Centers to follow the TCPA guidelines to avoid class action lawsuits. An overview of both laws can be found on the FCC website: https://www.fcc.gov/consumers/guides/stop-unwanted-calls-and-texts This blog examines the implications of FCC regulations on SMS communication within contact and call centers , highlights the advantages of two-way texting, and showcases how Dialog Health’s platform can facilitate compliance while improving customer interaction. The ability to send and receive SMS messages is a valuable privilege, and it’s imperative to adhere to FCC guidelines to deter unlawful practices and limit spam within this important communication channel.   Texting Rules: FCC Updates and Their Implications The FCC has recently issued updates that are particularly relevant to organizations utilizing texting as a primary means of communication with clients and customers. One of the most critical aspects of these updates revolves around the Telephone Consumer Protection Act (TCPA), which governs how businesses can use automated dialing systems and text messages to communicate with consumers.   Key Points of FCC Updates: Consent Requirements:  The FCC emphasizes the necessity of obtaining explicit consent from consumers before sending marketing or informational texts. Contact centers must ensure they have robust consent management systems to avoid hefty fines and legal repercussions. Dialog Health has many best-practice Opt-in SMS for patients, employees, and more to express consent. Message Frequency and Opt-Out Mechanisms:  The government agencies guidelines also highlight the importance of allowing consumers to easily opt-out of receiving messages. Contact centers must provide clear and simple opt-out instructions and ensure that these requests are honored promptly. Dialog Health's platform allows for your opt-out request to be managed automatically. Our AnalyticsPro module has live deliverability reports and analytics that allow you to see your Opt-in success and monitor when people are opting-out to continually improve your SMS text messages. Application to Call Centers:  The FCC’s regulations are particularly pertinent to call centers that are transitioning to include texting as part of their outreach strategies, especially as texting has proven to have a much higher open rate than phone calls. These centers need to integrate compliance checks within their texting workflows to ensure adherence to the FCC’s rules. Finding a texting platform, like Dialog Health, who can help with best-practice Opt-in to garner express consent to receive SMS on their mobile phones. The Role of Texting in Modern Contact Centers As highlighted in the article from  Call Center Times , texting has become an integral part of contact center operations. Texting offers a quick and convenient way for customers to interact with businesses, making it an essential tool for enhancing customer experience and satisfaction. However, with the FCC’s stringent regulations, contact centers must navigate a complex landscape to ensure their texting practices are both effective and compliant.   Benefits of Texting in Contact Centers: Increased Response Rates:  Texting boasts higher open and response rates compared to traditional channels like email, making it a powerful tool for customer engagement. Convenience for Customers:  Customers appreciate the ability to quickly communicate via text without the need for lengthy phone calls. Efficiency for Agents:  Texting allows agents to handle multiple conversations simultaneously, improving overall efficiency and reducing wait times. Improve Inbound Phone Calls:  A text messages asking patient or employee to call a number for update has proven to improve engagement. Improve Answer of Phone Calls:  A text messages letting the patient or employee to look for a call from "this" number on their mobile phone will increase the answer rate. It lets them know the number is not Spam and that you need to talk to them. How Two-Way Texting Enhances Compliance and Customer Experience Two-way texting is more than just a method of communication; it’s an interactive tool that fosters real-time engagement between contact centers and customers. Here’s how two-way texting, particularly through Dialog Health’s platform, can help contact centers stay compliant with FCC regulations while enhancing customer experience: Streamlined Consent Management:  Dialog Health’s platform allows contact centers to easily manage and track customer's express consent (opt-in). This ensures that all communications are compliant with the FCC’s regulations, reducing the risk of legal issues. Automated Opt-Out Processes:  With Dialog Health, opt-out requests are handled automatically and immediately, ensuring that customers are not sent unwanted messages and that the contact center remains compliant with FCC guidelines. Real-Time Communication:  Two-way texting enables real-time interactions, allowing customers to ask questions, clarify information, and receive immediate responses. This not only improves customer satisfaction but also ensures that all communications are transparent and within regulatory bounds. Enhanced Customer Engagement:  By using two-way texting, contact centers can personalize interactions, making customers feel valued and understood. This personalization leads to higher customer satisfaction and loyalty, which are critical for long-term success. Compliance Reporting and Analytics:  Dialog Health’s platform offers comprehensive reporting and analytics tools that help contact centers monitor their texting practices. This ensures ongoing compliance with FCC regulations and provides insights into customer engagement metrics. The FCC’s updates on texting regulations present both challenges and opportunities for contact and call centers. By understanding and adhering to these guidelines, contact centers can continue to leverage texting as a powerful communication tool while avoiding potential legal pitfalls.   Two-way texting, particularly when managed through a robust platform like Dialog Health, offers a compliant, efficient, and customer-friendly solution that enhances communication while meeting all regulatory requirements.   Improve Engagement Rate and Reduce Staff Workload By staying informed and proactive, contact centers can turn regulatory challenges into opportunities for enhancing customer communication and overall operational success. Automate SMS Processes:  With Dialog Health's two-way texting platform, you can streamline and customize your communications efficiently. By developing templates for routine messages and utilizing "dynamic tags," you can personalize SMS interactions, enhancing customer engagement and reducing the workload for your team. Real-Time Analytics:  By utilizing Dialog Health's AnalyticsPro module, you can efficiently access real-time deliverability reports and employ "live-action" responses to enhance communication. This allows staff to swiftly identify individuals who require further outreach or responses. Exceptional Customer Service:  For over a decade, Dialog Health has empowered Call and Contact centers to enhance engagement. With one of the highest-rated customer service teams in the industry, we are dedicated to helping you boost engagement and achieve greater customer satisfaction. Best-Practice Templates:  Dialog Health’s platform provides industry insights, customizable templates, and expert guidance to enhance your communication strategies. For more information, read our other FCC articles .   For more insights into how your contact center can navigate these regulations and optimize your texting strategies, read the full article on Call Center Times. Additionally,  learn more about Dialog Health’s compliance solutions  that can help ensure your center stays ahead of the curve.   Blog References:   https://docs.fcc.gov/public/attachments/DA-20-670A1.pdf   https://www.federalregister.gov/documents/2022/10/11/2022-22049/targeting-and-eliminating-unlawful-text-messages   Targeting and Eliminating Unlawful Text Messages, Implementation of the Telephone Consumer Protection Act of 1991, Advanced Methods To Target and Eliminate Unlawful Robocalls - A Rule by the  Federal Communications Commission  on  01/26/2024   https://www.federalregister.gov/documents/2024/01/26/2023-28832/targeting-and-eliminating-unlawful-text-messages-implementation-of-the-telephone-consumer-protection

As COVID-19 resurges across the United States, it serves as a stark reminder of the critical need for robust emergency preparedness plans in healthcare. Recent events, such as the global outage caused by Microsoft and one of its vendors, have further highlighted the importance of having effective communication strategies in place. This blog explores key lessons learned from these events and how healthcare organizations can enhance their emergency preparedness using advanced communication tools like Dialog Health. For more information on how Dialog Health can enhance your emergency communication strategies,  schedule a demo today . The Importance of Emergency Preparedness in Healthcare Emergency preparedness is vital for healthcare organizations to ensure they can respond effectively to unexpected crises, whether they are health-related, such as a pandemic, or technical, such as a system outage. Effective communication plays a pivotal role in managing these emergencies, enabling timely information dissemination, maintaining operational continuity, and ensuring patient safety. Lessons Learned from COVID-19 Timely Communication is Crucial During the COVID-19 pandemic, timely communication was essential for managing patient flow, disseminating health guidelines, and keeping staff informed. Healthcare providers needed to quickly share updates about testing locations, vaccination sites, and changes in appointment schedules. Multi-Channel Communication Increases Reach Relying on a single communication channel can be ineffective during a crisis. Multi-channel communication, including text messages, emails, and phone calls, ensures that messages reach a broader audience, including patients, staff, and caregivers. Two-Way Communication Supports Engagement Two-way communication allows patients and staff to ask questions, seek clarifications, and provide feedback. This interaction fosters a sense of involvement and trust, which is crucial during uncertain times. Real-Time Updates Enhance Response Providing real-time updates is critical during emergencies. Automated messaging platforms can send immediate notifications about changes in protocols, safety measures, and operational statuses, ensuring everyone stays informed and can respond accordingly. Recent Outages: A Case Study in Preparedness The recent global outage caused by Microsoft and one of its vendors demonstrated the need for robust emergency communication strategies. Many healthcare organizations used Dialog Health's system to inform stakeholders about the outage, minimizing confusion and maintaining operational continuity.   Preparedness for Technical Failures:  Ensure systems are in place to quickly communicate technical issues and provide alternative solutions. Redundancy in Communication Channels:  Have backup communication methods ready to deploy in case primary systems fail. Clear and Concise Messaging:  Provide clear instructions and information to avoid misinformation and panic. Implementing Effective Emergency Communication Strategies To enhance emergency preparedness, healthcare organizations should consider the following strategies:   Develop a Comprehensive Communication Plan Create a detailed communication plan that outlines the steps to take during various types of emergencies. Include contact information for key personnel, predefined messages for different scenarios, and protocols for activating the communication plan. Utilize Advanced Communication Tools Leverage advanced communication platforms like Dialog Health to automate and streamline message delivery. These platforms offer features such as automated messaging, two-way communication, and real-time analytics, ensuring effective information dissemination. Conduct Regular Drills and Training Regularly conduct emergency drills and training sessions for staff to ensure they are familiar with the communication plan and tools. This practice helps identify potential gaps and ensures readiness during actual emergencies. Integrate Multi-Channel Communication Ensure your communication strategy includes multiple channels to reach all stakeholders. This integration can include text messages, emails, phone calls, and even social media updates to maximize reach and effectiveness. Monitor and Adjust Plans as Needed Continuously monitor the effectiveness of your communication strategies during drills and actual emergencies. Collect feedback from staff and patients to make necessary adjustments and improvements. Relevant Statistics for Emergency Preparedness Emergency Preparedness Awareness:  A 2020 survey revealed that only 45% of healthcare facilities felt fully prepared for emergency situations such as pandemics and natural disasters.  Source Impact of Effective Communication:  Research indicates that healthcare facilities with robust communication plans see a 30% increase in staff preparedness and response efficiency during emergencies.  Source COVID-19 Impact:  During the COVID-19 pandemic, timely and effective communication reduced hospital admission rates by 15% by directing patients to appropriate care settings.  Source The resurgence of COVID-19 and recent global outages underscore the importance of robust emergency preparedness in healthcare. By learning from these events and implementing advanced communication strategies, healthcare organizations can ensure they are better prepared to handle future crises. Dialog Health offers a comprehensive communication platform that supports healthcare organizations in achieving effective emergency preparedness. For more information on how Dialog Health can enhance your emergency communication strategies,  schedule a demo today . Related Links: Top Features to Look for in the Best Healthcare Texting Solutions What Sets Dialog Health Apart Emergency Preparedness Communication Lessons from COVID-19 LinkedIn Post on Emergency Preparedness By leveraging these advanced features and strategies, healthcare organizations can enhance their preparedness and ensure continuity of care during emergencies. Learn more today.

As I'm winding down my week with Covid...it seemed only appropriate to update our Blog post on best practice communication our healthcare facilities are leveraging with Dialog Health. We have the experience and tools needed to manage this situation confidently. Enjoy and stay healthy. As we navigate a resurgence of COVID-19, healthcare facilities have the tools and experience to effectively manage this challenge. Our two-way texting platform continues to support healthcare providers by enabling real-time information sharing with patients, caregivers, and staff, ensuring everyone stays informed and connected. "With the resurgence of COVID this summer, we are reminded of the importance of effective communication,"  said Sean Roy, president and co-founder of Company. "We now have the experience and communication tools needed to manage this situation confidently. By leveraging timely messaging, we can maintain safety and well-being for all." Proactive and Positive Communication for COVID Resurgence Healthcare facilities have a responsibility to keep patients, staff, providers, and vendors safe.  "Timely and clear communication is key,"  Roy said. "We've done this before, and we can do it again." Conversational texts are perfect for improved patient communication on how to stay healthy or how to treat your symptoms. Your patients' satisfaction increases drastically when they feel cared for. A valuable text can go a long way. Examples of Updated Text Messages for Healthcare Facilities: For Patients and Vendors:  "If you're not feeling well or have been in contact with someone who tested positive for COVID-19, please contact us to reschedule your appointment. Together, we can keep our community safe." For Staff:  "If you're feeling unwell or have been exposed to COVID-19, please call the office to reschedule your shift. Your health is our priority." For Everyone:  "Please note mask policy is in effect to ensure everyone's safety. Thank you for your cooperation." For Staff and Providers:  "As a valued team member, please follow hand hygiene, masking, and all hygiene-related policies as per your training. We're all in this together." 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 or cough. Tissues and hand sanitizer are available throughout the waiting room for your use." For Everyone:  "Reduce the risk of spreading infection by washing your hands frequently with soap and warm water for at least 20 seconds. Let's all do our part to stay healthy." For Staff:  "We've updated our patient pre-screening and admission screening policies to include recent travel history and symptoms. If you have concerns about admitting a patient, please speak with your supervisor." Best Practice Texting for COVID Resurgence Here are a few best practice texts to share with your patients and staff: Testing Information:  "At home COVID tests are available at your local pharmacy. If you are experiencing symptoms or have been exposed, please consider taking a test. Please contact us if you are needing a doctor's attention. We're here to help." Appointment Confirmations:  " Hi Name, Reminder that you have an appointment tomorrow on (date and time). Please reply YES to confirm or RS to reschedule. " Mask Reminder:  "If you're feeling unwell, please wear a mask and rest at home. Contact us if you have any questions or concerns. Your health matters." General Inquiry:  "If you have any questions or concerns about COVID, please text us at [your contact number] for assistance." Leveraging Conversational Texting It is essential to establish processes to ensure timely messages are distributed efficiently. Posting notices on facility websites, social media, and around the building is helpful. Outbound communication like phone calls and emails can work well, but texting remains the best option for mass communication. "Text messaging is a proven method for quickly reaching and engaging with patients, staff, and providers."  Roy says. "To ensure your messages are received and read promptly, deploy texting as your primary communication tool. We've got this." Stay Safe and Healthy This Summer! Our platform is here to support your communication needs during these times. If you need assistance, please contact us for more information on best practice SMS for COVID-19 communication. Our HIPAA-compliant texting software is integration and partner friendly. We are SOC 2 certified organization that is professionally audited annually by a certified 3rd party, our commitment to security and compliance is strong. We also have nationwide IT&S Vendor agreements with some of the largest health systems in the country. Contact us today to learn more.

In today's multicultural society, effective communication in healthcare is crucial for ensuring that all patients receive high-quality care, regardless of the language they speak. Nearly 68 million people in the United States speak a language other than English at home, making it imperative for healthcare organizations to adopt multilingual communication strategies. Multilingual text messaging can bridge language gaps and enhance patient engagement, satisfaction, and outcomes. Contact us today to learn more. How do Language Barriers impact communication in Healthcare? Language barriers significantly affect the quality of care and health outcomes for patients with limited English proficiency (LEP). Research indicates that LEP patients are more likely to experience misunderstandings, lower quality of care, and higher rates of adverse events compared to English-speaking patients. These challenges underscore the importance of multilingual communication tools in healthcare settings. Key Issues with patient who speaks a different language: Quality of Care: LEP patients often receive inadequate care due to communication difficulties. Patient Outcomes: Misunderstandings related to medical instructions can lead to poor health outcomes. Patient Satisfaction: LEP patients report lower satisfaction with their healthcare experiences. How to overcome language barriers in healthcare - the Role of Multilingual Text Messaging Multilingual text messaging offers a practical solution to overcome language barriers in healthcare. By enabling communication in the patient's native language, healthcare providers can ensure that messages are clear, instructions are understood, and patient engagement is maximized. Communicating across languages shows that you care about the patient experience and clinical outcomes. Dialog Health's Easy-to-Use Automated Multilingual Text Messaging Features Dynamic Language Tags: Dynamic tags allow customization of messages based on the patient’s preferred language. This feature ensures that patients receive communications in a language they understand, enhancing clarity and engagement. Extensive Language Support: Platforms like Dialog Health offer support for a wide range of languages, accommodating the diverse linguistic needs of patients. Two-Way Communication: Conversational texting allows for interactive communication where patients can ask questions and receive responses in their preferred language, providing timely support and reducing misunderstandings. Fortune 500 healthcare organizations use Dialog Health's multi-language feature for both patients and staff. Examples of Multilingual Messaging:   1. Spanish Saludos en nombre de ACME! Nuestros registros muestran que debe renovar la cobertura de los beneficios del OHP. Renuevelo en  http://bit.ly/4l0dgf1hyn . Si ya lo ha renovado, no tenga en cuenta esta informacion. Si necesita ayuda, llame a los asistentes OHP de Benefits Co. al 877.666.1132. Escriba STOP para cancelar. Escriba HELP para pedir ayuda.   English:  Hi from ACME! Our records show you are due to renew coverage for OHP benefits. Renew at  http://bit.ly/4l0dgf1hyn . If you have already renewed, please disregard! If you need help, call the OHP Assisters from Benefits Co. at 877.666.1132. Text STOP to opt out. Text HELP for help   2. Somali Balantaada oo maliinta Jan 15 oo bilamneeysa 8:00 AM. Fadlan ka-soo hormar 15 daqiiqo xiliga balantaada. MAP:  http://acme.mn/1uBW4TJ   English:  Your appointment starts on Jan 15 at 8:00 AM. Please arrive 15 minutes before your appointment time. MAP:  http://acme.mn/1uBW4TJ   3. Hmong Thov tiv tauj MainStreet Health, lawv mam teem ib lub sij hawm los yog ntau lub sij hawm rau koj tuaj ntsib peb. Hu rau: 877-666-1132.   English:  Please contact MainStreet Health, they will schedule an appointment or several appointments for you to visit us Call: 877-666-1132. Benefits of Dialog Health's Multilingual Text Messaging 1. Enhanced Patient Understanding Communicating in a patient's preferred language ensures that they fully understand medical instructions and health information, reducing the risk of misunderstandings and improving patient safety.   2. Increased Patient Engagement Patients are more likely to engage with and respond to messages in their native language, which is crucial for maintaining appointment schedules, following treatment plans, and participating in preventive care programs.   3. Improved Health Outcomes Effective communication leads to better adherence to treatment plans and medical advice, resulting in improved health outcomes and reduced incidence of complications. 3. Improved Staff Communication Remember the significance of effective staff communication in your organization. It is crucial for safety and satisfaction to be able to communicate in your staff's preferred language. Fortune 500 Hospital uses Dialog Health to communicate quickly to staff.   Case Studies: Success Stories in Multilingual Text Messaging   1. Hospital Surgical Department A hospital surgical department faced high readmission rates and penalties. By implementing Dialog Health's multilingual two-way texting platform, they achieved an 82% reduction in readmissions and penalties within 90 days. The platform allowed for efficient communication of discharge instructions and follow-up care in multiple languages, improving patient satisfaction and reducing staff workload​ (Reduction in Readmissions Case Study )​.   2. Physician Group A physician group struggled with high no-show rates, which impacted their revenue and efficiency. After integrating Dialog Health's multilingual text messaging platform, they saw a 34% reduction in no-shows, which resulted in an additional $100,000 in revenue within six months. The ability to send reminders and updates in patients' preferred languages played a key role in this success​ (Reduce No-Shows - Case Study )​.   3. Community Health Center A community health center serving a diverse population implemented multilingual text messaging to improve patient engagement. By sending appointment reminders and health information in multiple languages, they increased appointment attendance by 20% and significantly reduced no-show rates. This approach not only enhanced patient satisfaction but also improved overall health outcomes. (Contact us for case study)   How to Implement Multilingual Text Messaging To enhance communication and patient engagement through multilingual text messaging, consider partnering with Dialog Health. Our platform supports multiple languages and dynamic tags, ensuring ease of use and comprehensive language options.   Multilingual text messaging is a vital tool for healthcare organizations aiming to overcome language barriers and provide high-quality care to diverse patient populations. By enabling effective communication in patients' preferred languages, healthcare providers can enhance understanding, engagement, and health outcomes. For further details and real-life examples, visit Dialog Health's case studies here  https://www.dialoghealth.com/case-study . Footnotes: statistics, provided by the U.S. Census Bureau , research National Library of Medicine Research has shown

Effective communication strategies are vital for healthcare providers to promote patient care and recommended preventative screening and follow-up appointments. Among these strategies, HIPAA-compliant two-way or conversational texting has emerged as a powerful tool to improve recall campaigns and address gaps in care, such as annual colonoscopies, mammograms and wellness checks. Our clients have leveraged our easy-to-use healthcare SMS technology to significantly improve patient engagement, compliance, and overall health outcomes. Contact us today to learn more! We all know the Importance of preventative care which is why enhancing your Gaps-in-Care Campaign is critical. Recall campaigns and gaps-in-care campaigns aim to remind patients of necessary screenings and follow-up appointments. These efforts are crucial in preventive healthcare, where early detection and consistent monitoring can lead to better outcomes. For example, annual colonoscopies are essential for early detection of colorectal cancer, a leading cause of cancer-related deaths. And don't get us started on the importance of Mammograms. Healthcare providers who communicate and ensure patients adhere to these schedules can save lives and reduce healthcare costs. Why our Two-Way Texting is Effective for Health Systems Dialog Health's conversational texting software offers a automated and personalized way to engage with patients, providing several benefits over traditional communication methods:   High Engagement Rates: Text messaging has a reach rate well-exceeding 80%, ensuring that reminders and important information reach a broad audience effectively. Our clients see an average reach-rate of 95%.   Real-Time Communication: Unlike emails or phone calls, texts are typically read within minutes, allowing for timely reminders and immediate responses to patient inquiries.   Convenience and Accessibility: Most patients, including older adults, are familiar with texting and find it a convenient way to receive and respond to healthcare information. It delivers critical information that easily accessed at their fingertips, which has proven to improve patient outcomes.   Cost-Effectiveness: Texting is significantly cheaper than traditional mail or phone outreach, saving resources while maintaining high communication standards. Also, our healthcare systems see reduced workload and improved employee satisfaction.   Strong ROI: Our recall campaigns have proven to increase patient volume for preventative care and  health care services including diagnostic imaging, breast imaging and other radiology departments. It also improves booked appointments for annual wellness visits. Health systems use our platform to not only promote medical care needed but to increase recall revenue, and reduce staff workload.  A win, win, win. Read Case Study . How to Implement Dialog Health's Two-Way Texting in Recall Campaigns 1. Automating Reminders for Annual Screenings   Health care providers can automate text reminders for annual colonoscopies, mammograms, and other routine screenings. Patients receive timely notifications about their upcoming appointments, reducing the risk of missed or delayed screenings. For example: Initial Reminder: Sent a month before the due date, reminding patients of their upcoming colonoscopy. Follow-Up Reminders: Sent a week before and a day before the appointment, ensuring the patient is prepared and ready.   2. Interactive Scheduling   Two-way texting allows patients to confirm, reschedule, or cancel appointments directly through text messages. This interactivity ensures that the healthcare provider's schedule remains optimized, and any open slots can be filled promptly. Example messages might include:   "Your colonoscopy is scheduled for [Date]. Reply YES to confirm or NO to reschedule." "Need to reschedule your appointment? Reply with a preferred date."   3. Providing Preparatory Instructions   Proper preparation is crucial for procedures like colonoscopies. Two-way texting can send step-by-step instructions, answer patient questions in real-time, and ensure they are ready for their screening. Example:   "Remember to start your prep for the colonoscopy tomorrow. Reply HELP if you have any questions about the preparation process."   4. Addressing Gaps in Care   Patients sometimes fall behind on their recommended preventative care schedules. Conversational texting can help identify and address these gaps by sending personalized reminders and offering easy ways to schedule appointments. For example:   "Our records show you due for your annual colonoscopy. This preventative screening test helps detect pre-cancer or colon cancer. Please reply SCHEDULE to book a new appointment or HELP for assistance."   5. Collecting Patient Feedback - Patient Satisfaction Surveys After appointments, two-way texting with survey questions, links, or keyword responses, can be used to gather feedback on patient experiences, helping to improve future interactions and care quality. Example:   "Thank you for visiting us today. How was your experience? Reply with 1 for Excellent, 2 for Good, 3 for Fair, or 4 for Poor." Benefits of Dialog Health's communication solutions for Health Systems 1. Improved Patient Compliance and Outcomes   Regular reminders and easy scheduling options enhance patient adherence to recommended screening schedules, reducing the incidence of missed or delayed appointments.   2. Enhanced Patient Satisfaction   The convenience and immediacy of texting improve the patient experience, making it easier for them to stay engaged with their healthcare.   3. Better Resource Utilization and Integration-Friendly   By reducing no-shows and cancellations, two-way texting helps your healthcare facility optimize scheduling and resource allocation, leading to increased efficiency and cost savings. Also, our technology is built for healthcare so it not only integrates but enhances the technology you are already using.   4. Real-Time Data-Driven Insights - Advanced SMS Analytics   Our AnalyticsPro module is industry leading and provides you with real-time, delivery reports, historical SMS, and valuable data on patient interactions, enabling healthcare providers to analyze and improve their recall and gaps-in-care campaigns continuously. 5. Proven Increase in Recall Revenue - Booked Appointments   Our solutions have proven to reduce leakage and increase booked appointments. Build your recall campaigns easily and quickly on our self-service platform to increase appointment volume and enhance preventive care initiatives today. See our case study above and more here . Conclusion - Increase Booked Appointments Today   Integrating Dialog Health's leading HIPAA-compliant, conversational two-way texting into recall and gaps-in-care campaigns offers healthcare providers a robust tool for enhancing patient engagement and compliance. By providing timely reminders, facilitating easy communication, and automating routine outreach, this technology ensures that patients receive the necessary screenings and follow-ups, ultimately improving health outcomes and operational efficiency.   For more information on how to implement two-way texting in your recall and gaps-in-care campaigns contact us today ! More from Dialog Health: Better communication equals better engagement. Read about our Multi-language feature in this blog post .

It's no surprise that when you fill a room with forward-thinking leaders in the healthcare contact and call center industry, you get a wealth of innovation and insight. Being part of the HCCT24 conference provided an incredible opportunity to gather with our colleagues and discuss the future of patient communication and operational efficiency. Thank you, HCCT. While we couldn't possibly include all the insights from the many impressive presentations, we have compiled a few key takeaways and successful strategies for enhancing patient communication and engagement, improving staff productivity, and maximizing the contact center's return on investment. Healthcare communication insights: There were several recurring theme that resonated with us: 1. The correlation between improved communication and better patient outcomes; 2 - The relationship between advanced technology reducing staff workload and increasing staff satisfaction; 3 - The influence of personalized and relevant information delivery - like preferred language and communication channel - drastically improves patient satisfaction. Patient Communication Trend: Conversational Texting is a "Must Have" In today's fast-paced world, patients expect quick and personalized communication from their healthcare providers. Gone are the days when phone calls and emails were the primary modes of communication. Don't even get us started on Spam Calls and Junk Emails. We understand why SMS is now the preferred communication channel and has the highest open rate. If you are not using HIPAA-compliant conversational texting in your communication strategy - you will be left behind. It is no longer a "nice to have" but a "must have" tool for enhancing patient engagement and satisfaction. But wait... do not settle for basic texting, make sure your texting platform is two-way, automated, Tier-1, HIPAA-compliant, delivery reports, multi-language and knows healthcare! We can't tell you how many of our contact centers have switched to Dialog Health when their basic texting was not cutting it. Check out our blog post here on Top Features to Look for in the Best Healthcare Texting Software. Or contact us today to learn more. Patient Satisfaction: Meeting Higher Patient Expectations Patients today demand instant and personalized communication. They expect their healthcare providers to be as accessible and responsive as any other service they use daily. This expectation has set a new standard for patient communication, making it crucial for healthcare contact centers to adopt technologies that can meet these demands. Automated and personalized texting not only meets these expectations but exceeds them by providing a seamless, efficient, and patient-centric communication channel. Real-time updates, reminders, and responses to their queries, all from the convenience of their mobile devices - yes, please! Healthcare IT Requirements - Integration Friendly Technology One of the key challenges in adopting new technology is ensuring it integrates seamlessly with existing systems. Healthcare providers need solutions that can easily fit into their current workflows without causing disruptions. Dialog Health's conversational texting software can integrate with electronic health records (EHRs), appointment scheduling systems, and other critical platforms. Our platform was built to not only integrate but enhance the technology you are already using today. This integration significantly streamlines workflows, reduces administrative burdens, and delivers a proven return on investment (ROI). We also have IT&S contracts already set-up for many health-systems across the U.S. and can't moving quickly. Let's get started today . Future Outlook: Health Systems are Embracing Technological Advancements The rapid pace of technological advancements shows no signs of slowing down. For healthcare contact centers, staying ahead means adopting and integrating technologies that enhance patient communication, reduce staff workload and scale with your needs. Dialog Health's automated conversational texting is a prime example of such technology. And, by leveraging our AnalyticsPro module you will receive unparalleled analytics and reporting capabilities for your communication. Our SMS analytics console will not only provide with delivery reports, historical SMS but will empower you with real-time, actionable insights, enabling you to make informed and decisive communication choices. Taking your engagement to the next level! Better Patient Communication: Practical Benefits of Conversational Texting in Healthcare Improved Patient Communication Conversational texting offers a direct and efficient communication channel between patients and healthcare providers. Patients can easily ask questions, request information, and receive timely updates, leading to better engagement and satisfaction. Enhanced Staff Efficiency Automating routine communication tasks through conversational texting frees up staff time, allowing them to focus on more critical tasks. This not only improves productivity but also reduces burnout and improves job satisfaction among staff. Want to learn more? We have an entire eBook on this topic as it such a pain point for Healthcare. Boost Staff Engagement, Satisfaction, and Retention - This ebook explores proven strategies to enhance employee communication, connectivity, and satisfaction with our texting platform! Increased ROI for Contact Centers The 2024 Contact Center Survey results led by Healthcare Call Center Times and Greystone highlighted the top outbound services handled by healthcare call centers. The top 10 listed included referral management, rescheduling, post-appointment follow-ups, appointment reminder calls, NPO calls and patient surveys. By reducing the need for manual intervention and streamlining communication processes, healthcare contact centers can operate more efficiently and effectively, ultimately boosting their ROI. Our contact centers are implementing conversational texting which is lead to significant increase in inbound calls, response rates and cost savings. Summary of Insights on Contact Centers Improving Patient Communication Healthcare is an ever changing landscape. With increasing patient demands and advancing technology, it is crucial for better patient engagement to implement automated conversational texting solutions. For more than a decade, our company has been at the forefront of offering healthcare texting software to Fortune 500 health systems. We are committed to developing solutions tailored to address the challenges faced by the healthcare industry. Embracing these innovations can enhance patient interaction, streamline staff productivity, and lead to improved operational outcomes for healthcare contact center providers. Want to chat with other Contact Centers using our healthcare communication platform? Contact us today. Bonus: Winning Nike Kicks Attending conferences like HCCT24 is not only about gaining insights but also about enjoying the experience. Winning Nike Kicks was a fun and exciting part of the event, adding a touch of enjoyment to the valuable learning and networking opportunities. Follow-us on LinkedIN for exciting content, industry trends, valuable healthcare insights and maybe a chance to win DH kicks.  Until the Next HCCT Conference Let's continue to innovate and improve the way we communicate with patients, ensuring a better, more efficient healthcare experience for all. 💚

I just returned from HCCT 2024 and it is clear that texting has become an integral part of Contact/Call Center operations. I wanted to share eight reasons why more and more healthcare organizations are using our two-way texting to improve patient communications, outcomes, while reducing staff workload. Enjoy the blog post. - Sean Roy Why Contact Centers Need to Embrace Two-Way Texting In today's fast-paced world, who has the time to answer calls, especially from unmarked numbers? It's no wonder call centers are turning to text messaging as a game-changer. Texting is transforming the way call centers operate by slashing the number of outbound calls, cutting down on time spent on the phone, and better optimizing staffing levels. With HIPAA-compliant texting software, healthcare contact centers can support more clients without adding extra staff, making business scaling more efficient than ever. But let's talk about the real reason texting is a must-have for call centers: it is what people want. Did you know that 97% of adult Americans own a cell phone, and nearly everyone texts? It's second nature for most of us, and that's why patients prefer texting over calls. By embracing text messaging, call centers can keep patients engaged, improve adherence to instructions, and ensure smooth communication throughout the care journey. Benefits of HIPAA-compliant, Conversational Texting Software Let's look at eight of the reasons contact centers should be texting most of their patients. 1. Text messaging is familiar and expected. With the rise of smartphones and the widespread use of text messaging, it has become a preferred method of communication for many people. In fact, a Pew Research Center survey found that 97% of Americans use text messaging at least once a day. By leveraging this familiar and expected communication tool, call centers can meet patients where they are and create a more seamless and convenient experience. Think about it...financial institutions, airlines, retail corporations, service providers, and other businesses rely on texting to communicate key information with consumers. This means patients will likely not be surprised when they receive text messages from a call center. In fact, this communication method may now be expected especially for appointment reminders, prep instructions, insurance questions, links to pre-procedure forms, payment reminders and more. Conversational texting, which allows information to be pushed and pulled from recipients, is also critical for improved engagement. By using two-way texting, such as through a platform like Dialog Health, call centers can automate and personalize SMS for a better patient experience. ask patients to verify that they received, understood, and plan to follow the instruction or request in the text message. This two-way texting feature offered by platforms like Dialog Health allows call centers to facilitate a genuine conversation with patients. Instead of simply sending out automated messages, call center agents can engage in real-time dialogue with patients, addressing their questions, concerns, and specific needs. By asking patients to verify receipt and understanding of the information provided in the text message, call centers can ensure that patients are actively participating in their own healthcare journey. This level of interaction fosters patient engagement and empowers them to take ownership of their health. Additionally, conversational texting enables call centers to gather valuable feedback and insights from patients. They can use this information to continually improve their services, identify potential issues, and tailor communications to meet the specific preferences and needs of each patient. For example, if a patient receives a referral via text message, they can easily respond to confirm receipt and ask any questions they may have. Call center agents can then promptly address these inquiries, making the referral process smoother and more efficient. Check out our Referral Campaign case study here. Furthermore, two-way texting can be utilized for scheduling purposes. Call centers can send appointment reminders and allow patients to confirm, reschedule, or cancel appointments directly through text message. This convenient and streamlined process helps reduce no-shows, improve appointment adherence, and optimize scheduling. Check out our Reduce No-Shows ROI calculator here. 2. Texting is trustworthy. Texting has become a preferred method of communication for many individuals, and its effectiveness can be attributed to its trustworthiness. "Don't you dare call me without texting first.", as the title of the recent Wall Street Journal article states....most people are now ignoring phone calls, especially from unknown numbers. This can pose a challenge for call centers trying to reach out to patients. However, by initiating contact through a text message, call centers can establish trust and increase the likelihood of patient engagement. If you really need to chat with a patient...text them first! When initiating a phone call with a patient, it is recommended to send a text message first. This text message should identify the sender, alleviating any concerns about unknown numbers. By providing this initial context, the call center sets the stage for a more productive and receptive phone conversation. Patients are more likely to answer calls when they have received a prior text message from the same sender, creating a sense of familiarity and trust. To maintain consistency and trust, subsequent messages from the call center should come from the same 5-digit "short code" or 10-digit phone number...make sure your texting software provides this service. This practice ensures that patients recognize the source of the message and are more inclined to engage with the content. By demonstrating consistency in communication channels, call centers can build a sense of reliability and trust with patients. 3. Texting is unobtrusive. Unlike phone calls, which can interrupt patients during important moments or in public settings, text messages can be received and read at the recipient's convenience. This allows patients to engage with the message without feeling pressured or rushed. By utilizing two-way texting, call centers can provide patients with the opportunity to respond and ask questions at their own pace. This promotes a more comfortable and collaborative communication experience, as patients can gather their thoughts and provide more accurate information in their responses. Additionally, text messages are often considered less invasive than phone calls, as they allow patients to maintain their privacy yet can still be very conversational. Patients may feel more comfortable discussing sensitive information or asking personal questions through text rather than over the phone. Call centers can take advantage of this preference by offering a secure and confidential platform for patients to communicate. Not only is texting unobtrusive for patients, but it also enables call centers to reach a larger audience. Many people have their mobile devices with them at all times and are more likely to respond to a text message than to a phone call. This opens up new possibilities for patient communications, including referrals, scheduling appointments, and back-filling cancellations. In summary, two-way texting has revolutionized patient communications. Phone calls can contribute to information overload, with each call between a call center and patient likely covering a lengthy list of instructions and reminders. One call can touch on multiple — and potentially complex — topics, including compliance, safety, and financial responsibility. On the other hand, texting simplifies and streamlines communication throughout a patient's journey. Call centers can provide ongoing updates and reminders at pivotal touch-points. Research indicates about 97% of all texts are read, with many viewed within minutes of reaching a recipient. Texting does not require instant engagement between a call center and a patient (like what would be required for a phone call). Texts can be read and responded to (if necessary) at the patient's convenience. 4. Texts provides a history. Text messaging provides a valuable advantage in terms of preserving a history of conversations between call centers and patients. Unlike phone calls, which are ephemeral and can easily be forgotten or misunderstood, patients can reference and review their SMS at any time. Patient: "Dang! What time was I supposed to stop eating and drinking for my surgery tomorrow? Let me check my text!" With texting, patients can easily access and refer to past messages that include important instructions and reminders. This accessible history helps ensure patient adherence and compliance. It also reduces the number of inbound calls from patients asking for information to be repeated. Call Center: Our texting platform provides comprehensive Delivery Reports, Analytics and historical SMS data for call centers to easily reference and review. Having access to Delivery Reports, Analytics, and historical SMS data is a major advantage for call centers utilizing two-way texting. These features provide valuable insights into the effectiveness of patient communications and allow call center staff to easily reference and review past conversations. Delivery Reports provide information on the status of each text message sent, including whether it was successfully delivered or if there were any issues. This ensures that important information reaches the patients and allows call centers to track the success of their messaging efforts. Analytics provide valuable data on patient engagement and response rates. Call centers can analyze metrics such as open rates, response rates, and click-through rates to determine the effectiveness of their text messages. This data helps call center staff identify areas for improvement and tailor their messaging strategies to better engage patients. In addition, our historical SMS data allows call center staff to review past conversations with patients. This can be incredibly useful for reference purposes, as it allows call center staff to quickly access important instructions, reminders, or previous discussions. It greatly reduces the need for patients to call in and ask for information to be repeated, saving both time and resources for the call center. By utilizing a texting platform that provides comprehensive Delivery Reports, Analytics, and Historical SMS Data, call centers can ensure that patient communications are working and review ways to continue to improve engagement. Learn more schedule a demo today. 5. Texting translates to more inbound phone calls At Dialog Health, we like to say, "If you want someone to give you a call, send them a text message." "Hi Sue, this is Main Street Hospital. Can you please call us today about your surgery tomorrow. We can be reached at 888-734-8828. Thank you." Why is it that texting translates to more inbound phone calls? The answer lies in the convenience and effectiveness of text messaging as a communication tool. When patients receive a text message from a call center, it serves as a reminder or prompt for them to take action. Whether it's scheduling an appointment, following up on a referral, or confirming availability for a back-fill appointment, a text message is a subtle nudge that encourages patients to take the next step. While patients may ignore or miss phone calls from a call center, a call center is not likely to ignore or miss inbound calls. If a call center must speak with a patient, a text message can indicate this need to a patient and then provide the phone number patients should call. Two-way texting further supports successful phone calls. A two-way text can ask patients if they want to receive a phone call to discuss information and have any questions answered. When patients express interest, a follow-up text message can tell the patient when to expect a phone call from the call center. This text can also share the phone number patients should expect the call to come from, increasing the likelihood that patients will answer. Moreover, by providing patients with the option to receive a phone call, call centers can ensure that important information is conveyed effectively. Sometimes, complex information or sensitive matters are best discussed over the phone. With two-way texting, call center agents can gauge the patient's preference and tailor their communication accordingly. For example, if a patient needs to discuss test results or treatment options, a two-way text can ask if they would like to receive a phone call for a more detailed conversation. The patient can simply respond with a "yes" or "no," and the call center can proceed accordingly. This not only enhances patient engagement but also improves the overall quality of communication. In addition, the follow-up text message informing patients of when to expect the phone call helps to manage their expectations and ensures that they are available to answer. By specifying the phone number from which the call will originate, patients are more likely to answer, as they will recognize the number associated with the text conversation. By using two-way texting in conjunction with phone calls, call centers can optimize their communication strategies and improve patient satisfaction. Patients are given the flexibility to choose their preferred mode of communication, allowing for a more personalized and patient-centric approach. Furthermore, two-way texting facilitates efficient appointment scheduling and who doesn't want that! 6. Texted hyperlinks support completion of patient responsibilities Two-way texting in contact/call centers goes beyond just scheduling appointments and NPO-instructions. It also supports patients in completing their responsibilities related to their healthcare journey. One way this is achieved is through the use of texted hyperlinks. Need a patient to visit a webpage? Text the hyperlink! Texting hyperlinks with instructions makes it easy for patients to schedule or reschedule appointments, load a map for directions to a facility, access a portal to complete pre-appointment information or make a payment, and participate in a satisfaction survey. Not only is this more convenient but you will drastically increase your engagement. Texted hyperlinks can be a game-changer when it comes to patient responsibilities and engagement...see our case study on how we helped a client increase completed pre-appointment documents by 225%. By simply sending a text message with a hyperlink, call centers can guide patients to complete various tasks. For patients who need to visit a specific webpage, contact and call centers can easily text them the hyperlink. This simple act makes it incredibly convenient for patients to access important information or complete necessary tasks related to their healthcare journey. 7. Texts help navigate language barriers With the right texting platform you can send SMS in the patient's preferred language. Texting platforms like Dialog Health that include multi-language capabilities enable patients to receive texts in their preferred language. This translates to more fluid communication across diverse patient demographics and enables call centers to better overcome language obstacles that can stand in the way of optimal outcomes.  Language barriers can often hinder effective communication between healthcare providers and patients. However, with the right texting platform, such as Dialog Health, call centers can send SMS in the patient's preferred language, ensuring a more personalized and inclusive approach to communication. By providing multi-language capabilities, Dialog Health allows patients to receive texts in their native language. This not only facilitates better understanding but also helps build trust and rapport between the patient and the call center. Patients feel more comfortable and confident when they can communicate in their preferred language, leading to improved patient experiences and satisfaction. The ability to send texts in multiple languages is especially beneficial in diverse healthcare settings where patients come from different cultural backgrounds. It enables call centers to bridge language barriers and reach out to a wider range of patients. Effective communication across diverse patient demographics leads to better care coordination, increased patient compliance, and ultimately, improved health outcomes. Furthermore, overcoming language obstacles through texting platforms like Dialog Health can also reduce potential errors and misunderstandings. Communication gaps due to language differences can result in patients not properly understanding instructions or missing important information. By providing information in a patient's preferred language, call centers can ensure that patients have access to essential healthcare details, including referrals, scheduling, back-fill appointments, and more. Check out more Dialog Health's innovative features here. 8. Text messaging leads to patient empowerment Text messaging has the power to empower patients by giving them the information they need to make informed decisions about their healthcare. Texting enables patients to become more active participants in their care. Texts keep patients focused on their responsibilities and the actions they must take to help ensure an appointment and any associated treatment goes as planned. Text messages effectively remind patients about pre-treatment instructions and steps they need to take to be prepared for discharge and recovery. Two-way texting takes this patient empowerment to another level. The ease with which two-way texting enables patients to interact with a call center to confirm they understand instructions or completed a task, receive information, or get a question answered reduces the likelihood that patients will hesitate to reach out if they have questions or concerns. Better communication equals better outcomes. In Summary: Texting With Dialog Health is Empowering Call Centers to Better Engage with Their Patients and Improve Outcomes Text messaging with Dialog Health is a highly efficient and effective way for call centers to communicate and engage with their patients, improve outcomes, increase staff productivity, and reduce costs, among numerous other benefits. Texting has become a widespread and trusted form of communication, and our contact /call center clients are leveraging this trend to improve patient communications and to remain connected with patients throughout their journey. Texting has become the preferred communication method for many Americans, with studies showing that over 97% of Americans regularly use text messaging. Recognizing this shift in communication preferences, call centers should determine how they can incorporate HIPAA-compliant, conversational text messaging as a communication platform or further expand its existing use. To learn how Dialog Health is empowering call centers nationwide to better engage with their patients, schedule a demo today! What Sets Dialog Health Apart: Mobile Solutions Made for Healthcare Dialog Health is leading the way in empowering healthcare organizations including contact centers to engage with their patients through two-way texting. We provide a user-friendly and comprehensive texting platform specifically designed for healthcare organizations. Our platform allows call centers to seamlessly communicate with patients, improving patient experiences and outcomes. With our easy-to-use texting features, call centers can easily send text messages to patients regarding referrals, scheduling, appointment reminders, billing and more. Patients receive these messages directly on their mobile devices and can respond in real-time, creating a dynamic and interactive communication channel. For referrals, call centers can initiate the process by sending a text message to the patient, providing all the necessary information and instructions. Patients can then respond with any questions or concerns, allowing call center agents to address them promptly and ensure a smooth referral process. When it comes to scheduling, call centers can send text message reminders to patients about upcoming appointments. Patients can confirm, reschedule, or cancel appointments by simply replying to the message. This not only provides convenience for patients, but it also allows call centers to efficiently manage their scheduling processes. In addition to improving patient communications, two-way texting also plays a vital role in revenue cycle management for contact centers. The ability to engage with patients through text messages has been proven to enhance collections, increase patient satisfaction, and reduce the workload for employees. Traditionally, contacting patients for billing purposes has been time-consuming and often ineffective. Sending out paper bills or making phone calls can result in missed payments or delayed responses. However, with two-way texting, call centers can send billing reminders and notifications directly to patients' mobile devices. This allows patients to conveniently view their bills or make payments with just a few taps on their screens. Moreover, two-way texting provides an opportunity for patients to ask questions or clarify any billing concerns they may have. Call center agents can promptly respond to these queries, addressing any confusion and helping to resolve billing issues more efficiently. By streamlining the billing process through two-way texting, call centers can significantly improve collections. Patients are more likely to respond and take immediate action when they receive a text message rather than a traditional bill in the mail. This leads to increased revenue for healthcare organizations and a reduced need for extensive follow-up efforts. Did you know that implementing two-way texting for revenue cycle management contributes to higher levels of patient satisfaction? The convenience of receiving billing notifications and being able to interact with call center agents via text message can greatly improve the overall patient experience. Patients can easily inquire about their bills, request payment plans, or address any billing disputes, all from the convenience of their mobile devices. These are just a few ways our Contact / Call Centers clients are using our platform to increase revenue while improving outcomes. Contact us today to learn more!

The ASCA (Ambulatory Surgery Center Association) tradeshow serves as a pivotal platform for industry leaders, physicians, and solution providers to exchange ideas and tackle pressing challenges faced by ASCs. In this recap, we delve into crucial takeaways from ASCA 2024 and explore how Dialog Health can address critical issues including staff retention, low patient engagement, compliance enhancement, high no-show rates, heavy staff workload, and more! Enhancing Compliance: Simplifying Patient Engagement and Regulatory Adherence Prior to an appointment, sending a text message reminding patients about their scheduled treatment is a proactive approach to enhancing compliance. These messages can include crucial details such as facility address, appointment time, and any compliance requirements like fasting or medication adjustments. Two-way texting further facilitates appointment management, allowing patients to confirm their attendance and their understanding of compliance requirements. Moreover, patients may find it more convenient to cancel appointments via text, especially when prompted by a message confirming their appointment or addressing concerns. Providing patients with the opportunity to cancel in advance helps ASCs fill open appointment slots. Additionally, follow-up texts are valuable for rescheduling canceled appointments, ensuring continuity of care and regulatory adherence. Dialog Health's comprehensive platform is not only designed to optimize patient engagement and operational efficiency but is also fully HIPAA-compliant, ensuring the security and confidentiality of patient information throughout the communication process. Reducing No-Shows: Improving Patient Satisfaction No-shows disrupt scheduling, revenue streams, and compromise patient care and satisfaction. ASCA 2024 emphasized the importance of proactive patient engagement strategies to minimize no-shows and enhance operational efficiency. Dialog Health offers advanced patient communication tools, including automated reminders, interactive appointment scheduling, and much more! By enabling ASCs to connect with patients effectively and provide personalized care experiences, Dialog Health helps mitigate the impact of no-shows and optimize resource allocation. Request a demo today to learn more! Alleviating Staff Workload: Harnessing Technology Solutions The escalating demands on ASC staff can lead to burnout and compromised patient care. ASCA 2024 underscored the urgency of embracing technology solutions to streamline workflows and ease staff workload. Dialog Health offers an integrated suite of tools designed to automate administrative tasks and enhance operational efficiency. Staff Retention: Addressing a Common Dilemma At ASCA 2024, discussions centered on the struggle ASCs face in retaining skilled staff members. High turnover rates in healthcare can significantly disrupt operations and affect patient care. Dialog Health understands the importance of nurturing a supportive work environment and offers innovative solutions to boost staff satisfaction and retention. This includes sending morale-boosting texting campaigns such as providing treats in breakrooms and acknowledging birthdays and work anniversaries, among other initiatives. Request a demo today to learn more! ASCA 2024 provided valuable insights into the challenges facing ASCs today and the innovative solutions driving industry transformation. Dialog Health remains committed to empowering ASCs with cutting-edge technology solutions to address critical issues such as staff retention, compliance enhancement, reduction of no-shows, and workload alleviation. By leveraging our comprehensive platform, ASCs can streamline operations, improve patient outcomes, and thrive in an increasingly complex healthcare landscape. If you didn't make it to ASCA 2024 and would like to learn why our two-way texting solutions are relied upon by healthcare organizations nationwide to improve patient communication and engagement, request a demo today to learn more!

From engaging discussions to meaningful connections, RISE National 2024 was an unparalleled gathering of healthcare professionals dedicated to advancing the industry. Our team was thrilled to participate in this exceptional event, seizing the opportunity to share our innovative work within the healthcare community. As we reflected on our experience, it became evident that communication platforms like texting play a pivotal role in shaping the future of healthcare, bridging the communication gap between healthcare providers and members, and facilitating seamless interaction to enhance patient care. Key learnings from RISE National 2024: Addressing Challenges: Healthcare Communication Gaps Between Providers and Members Throughout the event, we heard consistent concerns about communication breakdowns between providers and members, leading to increased workload and frustration. We shared insights on how our clients strategically leverage conversational texting to tackle these challenges, resulting in significant improvements in engagement and communication effectiveness. 5 Ways Texting Improves Outcomes by Closing the Communication Gap Between Healthcare Providers and Members: 1. Unparalleled Reach Rate: Connect Directly with Members on the First Try With Dialog Health, clients are achieving an unmatched delivery rate of over 90% for their text messages—exceeding the effectiveness of traditional communication methods. Through AnalyticsPRO, users gain insight into both expected and actual delivery rates, empowering them to pinpoint and resolve any issues impeding message reception. Embrace clarity; by utilizing texting, you guarantee direct communication with your members, eliminating the uncertainties associated with phone calls, emails, and voicemails. 2. Optimizing Member Journeys: Enhancing Communication Touch Points for Greater Engagement Texting streamlines communication throughout the member’s journey by providing timely updates and reminders at pivotal touch points like appointment scheduling, pre-procedure instructions, and post-visit follow-ups. This facilitates seamless interaction between providers and members, ensuring efficient and effective conveyance of vital information, and ultimately enhancing overall patient experience and satisfaction. 3. Overcoming Language Barriers for Seamless Communication With our two-way texting platform's multi-language capabilities, sending messages in the member's preferred language becomes seamless. This ensures fluid communication across diverse patient demographics, removing language obstacles that could hinder essential healthcare communication. 4. Appointment Prep Texting for Clear Expectations and Essential Information Texting aids in managing member expectations by delivering clear and concise information about what to expect before, during, and after medical procedures or appointments. Providers can send pre-appointment instructions, including fasting requirements or preparation steps, as well as post-visit follow-up instructions such as home care guidelines or potential side effects to monitor. 5. Maximizing Care Continuity: Post-Appointment Medication and Follow-Up Communication two-way texting offers a convenient platform for medication reminders and follow-up communication, helping members stay informed and compliant with their treatment plans. Providers can use texting to send dosage reminders, refill notifications, and follow-up appointment reminders, fostering better medication adherence and continuity of care. Harnessing HIPAA-Compliant Texting: A Game-Changer in Healthcare Communication As we navigated through RISE National 2024, conversations about AI in healthcare filled every corner. Despite the buzz, a prevailing sense of confusion lingered. Sean, Dialog Health’s Co-Founder, couldn't help but overhear two healthcare leaders expressing frustration, noting the abundance of AI discussions without practical solutions. Amidst the complexity of AI implementations, texting emerges as a simple yet powerful tool to enhance patient engagement, streamline communication, and improve member outcomes. Engaging with attendees, Sean highlighted texting's transformative role in healthcare, offering a concrete solution amid the AI chatter. Its proven effectiveness in boosting healthcare communication is evident. "We're actively exploring AI tools to enhance conversations and experiences for both members and healthcare providers. We are excited to see how these innovations can play an important role in empowering engagement and improving outcomes." - Sean Roy, Dialog Health Co-Founder and General Manager Celebrating Connection: Dialog Health’s Nike Sneakers Giveaway At Dialog Health, we believe in fostering connections and celebrating our vibrant community. This is why we were thrilled to organize a Nike Sneakers giveaway at RISE National 2024. Our Dialog Health Nike Sneakers have garnered popularity among participants, clients, and staff alike. A big congratulations to the fortunate winner of our raffle! We extend our gratitude to everyone who joined in; your passion adds an extra layer of significance to events like these, making them unforgettable. RISE National 2024 ignited meaningful conversations, shedding light on the ever-evolving landscape of healthcare innovation. While AI was the “buzzword”, our experience emphasized the significance of practical solutions that deliver tangible results. As we look back on our time at the conference, we're reminded of the profound impact of fostering connections and leveraging transformative technologies like texting. These tools not only shape the future of healthcare but also bridge communication gaps between providers and members, paving the way for improved collaboration and patient care. Do you want to activate your members and increase your ROI. Contact us today for a FREE demo today!