By Brandon Daniell, President and Co-Founder, Dialog Health With respect to Colorectal Cancer Awareness Month, I’m revisiting my painful colonoscopy experience from last year.  In early May of last year, I embarked on a significant milestone in my healthcare journey: my inaugural colonoscopy appointment. Despite my years of experience in the healthcare field, nothing quite prepared me for the reality of the prep and procedure. If you've never undergone a colonoscopy, let me tell you, the prep phase is no walk in the park — it's uncomfortable, to say the least. I'll spare you the gritty details. What's equally challenging is the multitude of steps involved and the precise timing required for each one — from picking up the prep kit to navigating through the prep process to arranging transportation for the procedure. Any slip-up in timing or missed step could mean a cancellation, rescheduling, or even the possibility of missed polyps. Considering that colonoscopies have been a routine procedure for almost 75 years and are performed millions of times annually, one would expect healthcare providers to have a better communication process for guiding patients through every aspect of the experience. With over a decade of experience in healthcare consultancy, particularly in enhancing patient engagement throughout their journey, I am well aware of the potential of technology like text messaging, especially two-way communication, in assisting patients, reducing cancellations, and ensuring successful outcomes. Unfortunately, my personal experience did not align with this expectation. What I encountered during my colonoscopy journey only served to make this already uncomfortable experience unnecessarily arduous. Here’s What Went Wrong: Lack of Comprehensive Communication: The ASC primarily relied on a single text message for communication throughout the entire patient journey, neglecting to provide crucial details and reminders. Overabundance of Emails and Calls: Despite confirming attendance via text and my preference for text communication, the ASC bombarded me with three email reminders and two phone calls, which many of I missed, causing unnecessary confusion and frustration. Complex Instructions: The ASC provided a detailed list of dos and don'ts via paper, overwhelming patients with numerous steps and precise timings, increasing the risk of compliance errors. Lack of Clear Information: Vital details such as arrival time, parking instructions, and necessary items were not communicated effectively, leading to uncertainty and last-minute arrangements. Ineffective Follow-up: The ASC failed to inform me about an early morning follow-up call, resulting in missed communication and delayed responses. Steps to Enhance Patient Satisfaction and Reduce ASC Staff Workload Through Two-Way Texting: Reminders and Instructions: Two-way texting could have provided timely reminders to pick up the prep kit, dietary restrictions, and crucial timings for starting the prep, ensuring better preparation and compliance. Accessibility and Convenience: Text messages could have included electronic versions of instructions, reducing the risk of losing crucial paperwork and providing easy access to essential information. Enhanced Pre-Appointment Communication: Texts could have informed me of arrival times, parking details, and items to bring, streamlining the process and reducing anxiety.  And drastically reduced their workload with phone calls and emails. Opt-In Follow-up Communication: Instead of unexpected phone calls, texting could have allowed for opt-in follow-up communication, providing convenience, and ensuring timely responses. Feedback and Engagement: Texting could have solicited feedback on the patient experience, encouraged positive reviews, and maintained engagement with patients post-procedure, fostering a positive relationship. In summary, effective communication is vital in healthcare, and leveraging two-way texting could significantly improve the patient journey by providing timely reminders, accessible information, and opt-in engagement. Here is the full experience from last year’s blog post...just in case you missed it. READ "How Poor Communication Made My Colonoscopy Even More Uncomfortable" NOW.

With patients shouldering more of the financial responsibility for their care, providers must ensure they have highly efficient and effective revenue cycle management (RCM) processes in place. Efficiency reduces the cost associated with patient billing, collections, and staff workload while effectiveness helps ensure an organization collects what patients owe for their care. One solution that delivers on both these needs and is helping organizations strengthen their RCM is text messaging. Two-way texting is a proven mechanism for engaging patients across their entire journey, from co-pay to balance due, and then motivating and helping them to complete their financial responsibilities, all without requiring substantial time or organization investment and while providing patients with a better payment experience. Optimizing the Revenue Cycle with Text Messaging Consider these applications for text messaging that will help improve your billing and collections efforts. Verification of coverage and benefits Send texts to patients letting them know you need to verify their insurance and benefits and then ask patients to call you. If you include a phone number in the text message, recipients will be able to easily click on it to initiate the call. The use of texting here streamlines the verification process and will greatly reduce staff time spent on outbound phone calls, most of which likely go unanswered, with no guarantee that any voicemail left will be listened to in a timely manner or at all. Almost every inbound call to an organization during hours of operation will be answered by a staff member. A conversational, two-way text message can ask patients if they would like to receive a call from your organization to discuss their coverage. Pre-treatment payments Text messaging is a highly effective way to initiate the pre-treatment collection process. Send texts to inform your patients of their estimated payment and then direct them on ways they can pay. If you have a patient portal that includes payment functionality, the text message can provide a hyperlink to the system. The message should include the phone number that will connect them to a collections specialist who can capture payment information or discuss payment options, including any payment plans you offer. The use of two-way texting can help here as well. Ask patients if they would like to receive a call from your organization to discuss payment. Such technology can engage patients in discussions about their financial responsibility and demonstrate your willingness to help patients better understand their out-of-pocket expenses. Reminders about balance and payment options When pre-treatment collections are not an option or if patients indicate they can or will only pay in person, send a text message to patients in advance of the day of treatment to share their balance and identify the methods of payment your organization accepts on-site. This can better help ensure your patients arrive knowing what they owe and are prepared to pay using an approved payment method. Appointment confirmation and compliance If patients fail to show up for their appointment, arrive too late for the appointment to proceed, or show up but fail to follow pre-appointment requirements, you will lose out on the treatment opportunity and ability to bill for it (or bill in full). Text messaging is a proven way to reduce cancellations, no-shows, and no-gos. For example, a physician group used texting with Dialog Health to reduce its collective no-show rate by about 34% over a seven-month period, yielding a projected $100,000 in additional revenue. Prior to an appointment, send a text message reminding patients about their scheduled treatment and include key details such as facility address, time of appointment, and any reminders about compliance requirements, like fasting and modification to medication regimens. Two-way texting further helps with keeping appointments on track, enabling patients to confirm their appointment and their compliance (or understanding of compliance requirements). Patients may also feel more comfortable canceling an appointment via text, especially if prompted by a message asking patients to confirm their appointment or asking if a patient has concerns. Advance notice of cancellation may enable you to fill the open appointment. A follow-up text can be valuable with rescheduling a canceled appointment. Outstanding accounts receivable (A/R) Texting can also help you capture any money owed to your organization after it provides treatment and services. Text messaging has been proven to reduce A/R and get organizations paid faster. One ambulatory surgery center (ASC) operator used texting with Dialog Health to decrease its outstanding A/R by more than 20% and increase usage of online payment portals. The operator's ASCs sent texts to patients that included a link to the payment portal and a phone number patients could call if they wanted to pay over the phone or had questions. The Substantial Revenue Cycle Management Benefits of Text Messaging Texting can not only improve your organization's financial performance, but it can also deliver many other significant revenue cycle management benefits. These include the following: Introduce automation into patient collections, helping reduce workloads for business office staff members. Greatly decrease time spent on the phone with patients, freeing up staff to complete other RCM tasks or enabling an organization to reduce its staffing needs. Drive increased usage of payment portals, which further reduces phone calls, data entry work, and the depositing of mailed checks (which can be lost). Provide patients with a more streamlined payment experience. Achieve more effective communication between patients and the revenue cycle, with two-way texting further strengthening engagement. Deliver a better overall better financial experience that may be reflected in satisfaction surveys and online reviews. Finally, text messaging is an effective way to encourage patients to schedule the services they need. Increased patient volume translates to increased billing and collections opportunities. The Dialog Health Revenue Cycle Management Solution is improving revenue cycle management for healthcare organizations nationwide. Dialog Health has developed its two-way texting solution to be highly secure, reliable, and HIPAA-compliant, checking these and other essential requirements for providers. The Revenue Cycle Management Solution also works with existing systems, helping ensure seamless data flow. Reach out to learn more about how conversational texting with Dialog Health can help improve the health of your bottom line.

In today's healthcare landscape, effective communication plays a pivotal role in ensuring quality care and patient satisfaction. Emojis, once considered informal symbols, now stand as powerful assets in revolutionizing communication dynamics between healthcare staff and patients. Let's delve into the transformative potential of integrating emojis into text messages and its impact on communication and engagement in healthcare. Why Use Emojis for Communication? Emojis have become an integral part of modern communication. They add depth, emotion, and personality to text, making interactions more engaging and memorable. With Dialog Health's new emoji feature, you can elevate your communication to a whole new level. 1. Boosting Engagement and Attention: Incorporating emojis into text messages has been proven to increase engagement rates. Emojis capture attention, evoke emotions, and establish connections with recipients. By integrating emojis into your communication strategy, you can enhance engagement and cultivate stronger relationships with both patients and staff. 2. Enhancing Clarity and Comprehension: Emojis serve a dual purpose by not only adding visual appeal but also clarifying the tone and context of messages. A thumbs-up symbol 👍 can denote agreement or approval, while a caution sign ⚠️ can signal urgency. By incorporating emojis, healthcare professionals ensure that their messages are easily understood, reducing the chances of miscommunication. 3. Facilitating Cultural Competency: Emojis transcend linguistic and cultural barriers, serving as universally understood symbols. In diverse healthcare settings, where patients and staff hail from various backgrounds, emojis act as a common language, promoting inclusivity and cultural sensitivity. Did you know that Dialog Health offers multilingual texting? This feature underscores the paramount importance of breaking language barriers in healthcare communication, ensuring inclusivity and accessibility for all patients. Learn more here: Multi-language Texting 3. Fostering Rapport and Confidence: Effective communication is fundamental for building trust and rapport between healthcare providers and patients. Emojis humanize interactions, fostering a sense of connection. For instance, including a heart emoji 💖 with a message of appreciation can make patients feel valued and supported, thereby strengthening the patient-provider relationship and boosting staff morale. 4. Promoting Transparent Communication: Emojis can serve as conversation starters, encouraging patients and staff to express themselves openly. By incorporating emojis into their communication repertoire, healthcare providers create an inviting atmosphere where patients and staff feel empowered to voice their concerns and seek assistance as needed. In conclusion, the ability to add emojis to text messages offers numerous benefits for staff and patient communication in healthcare settings. From improving clarity and understanding to increasing engagement and fostering trust, emojis have the power to transform interactions and enhance the overall patient experience. By embracing emojis as a valuable communication tool, healthcare providers can create meaningful connections, improve outcomes, and ultimately, deliver better care.

During National Colorectal Cancer Awareness Month, we're shedding light on how HIPAA-compliant text messaging is transforming gastroenterology centers' screening programs. Through close collaboration, we've helped these organizations harness texting's power to enhance patient engagement, boost screening rates, and ensure compliance. With about 30% of U.S. adults aged 50-75 overdue for colorectal cancer screenings, and expanded guidelines for ages 45-50, there's an excellent opportunity to increase participation. Early detection significantly reduces colorectal cancer fatalities, and conversational text messaging proves highly effective in supporting these efforts. That's why we've compiled the "10 Reasons GI ASCs Turn to Texting for Patient Engagement. #1 - The Popularity of Text Messaging People are already opting in to receive text messages from a wide range of businesses, including airlines, credit card companies, banks, service providers like auto repair shops and hair salons, and many others. Incorporating text messaging, GI centers and practices leverage a communication channel that has already been widely adopted and embraced by a significant portion of their patient base, encompassing even older demographics. #2 - Preferred Communication Tool Nearly all American adults have mobile phones and use text messaging in their daily lives, which includes patients who fall in the recommended screening age range of 45-75. AARP has found that among those ages 50-69, text messaging is the technology tool most used to stay connected. This dispels the commonly perpetuated myth that age is a barrier to texting. #3 - User-Friendly: No Learning Curve To enhance patient engagement, GI organizations can leverage two-way texting, the most efficient communication method. This approach allows seamless information exchange between patients, caregivers, and facility staff. The beauty of it is that this doesn't demand any additional hardware; just the organization's existing computers and patients' mobile phone numbers. From the patient's perspective, embracing two-way texting involves no major adjustments. They simply need to share their mobile number with their healthcare provider, opt-in to the texting service, and be familiar with opening and responding to the messages they receive. #4 - Increase Patient Engagement Data has shown that texting can achieve a reach rate well-exceeding 80%.(1) For GI providers, this is particularly helpful for powering screening recall programs. Since patients' mobile numbers typically do not change, phone numbers captured and entered into your text messaging system are likely to remain the same for years. #5 - Reduces cancellations, No-Shows, and No-Goes The work that goes into connecting with a patient and scheduling them for their screening will be for naught if the screening does not proceed as planned. A missed screening means a patient is not only failing to receive the care they need, increasing their risk for colorectal cancer, but if a GI center learns a patient will be missing their appointment too close to its scheduled time, this could lead to unused procedure room capacity. This then translates to a missed billing opportunity and staffing costs not offset by billable services. Case Study: Learn how our client reduced no-shows by 34% Texting patients is proven to reduce cancellations, no-shows, and no-goes. Before the scheduled screening, gastroenterology ASCs can send messages that remind patients about the procedure and prep requirements, include a phone number if patients have questions or concerns, and give directions to the organization. When text messages are sent far enough in advance asking patients to confirm their procedure, a center may have adequate time to fill an opening if a patient indicates a need to reschedule. #6 - Benefits of Automation GI organizations can schedule text messages to go out to patients in advance, whether that be days, weeks or months before recommended screening appointments. With such automation, there's no risk of falling behind and creating a backlog of outreach efforts. #7 - Improves Optimization of Staffing and Productivity With healthcare organizations, including GI providers, struggling with staff retention and recruitment, text messaging is helping ease workloads and allowing more efficient use of available staff time. Text messaging can help centers maintain a more optimal schedule, limiting the need for overtime and PRN staff. Texting substantially decreases the number of phone calls staff must make to and receive from patients and caregivers. The time saved on calls can allow a GI ASC and practice to reduce the number of hours staff need to work or provide an opportunity for staff who would be making these calls to help with other work that can strengthen clinical and financial performance. #8 - Speedy Cost-Effective Solutions The cost of sending a stuffed envelope, taking into consideration staff time and materials, can exceed $2.00. Most outreach efforts by phone require multiple calls — and are often unsuccessful. Every call takes up precious, expensive staff time. The cost to send a text message is usually pennies. #9 - Boosting Efficiency in Colon Cancer Screening Since two-way text messages are delivered through a technology platform, GI centers will gain the ability to track and evaluate their screening program's by running reports and reviewing key metrics. On a high level, centers should have access to data concerning the number of patients subscribed to a screening recall program, how many mobile phone numbers are in the center's database (which can be increased), the number of patients who successfully received text messages, and how many patients proceeded with scheduling an appointment and then maintaining that appointment. Such information and other data captured by a texting technology platform can help a GI center and practice identify opportunities for improvement and more effectively benchmark performance. #10 - Maximizing the Value of Online Resources Since nearly all mobile phones have access to the internet, text messaging is an effective way to steer patients to resources and information on the web. For example, if a GI center has a portal patients can use to schedule their own appointment, a text can inform patients that they can schedule their screening online and include a hyperlink to the portal. Linking can also be a simple way to notify, educate and provide support to patients. Links can steer patients to prep instructions, frequently asked questions, directions to a facility, educational resources and more. Adding Text Messaging to Your GI Center HIPAA-compliant, conversational two-way texting is a communication platform that's proving to be an asset to GI facilities nationwide. By embracing the convenience, speed, and ubiquity of two-way texting, GI centers and practices are increasing patient engagement, improving staff performance, and boosting patient volume and revenue. Most importantly, and in the spirit of the goals of National Colorectal Cancer Awareness Month, texting is helping more patients who benefit from colorectal cancer screening to undergo the procedure and get the care they need. To learn more about Dialog Health's industry-leading two-way texting platform, used by leading GI ASCs and practices nationwide, schedule your demo today.

In the ever-evolving landscape of healthcare, retaining valuable team members is a crucial challenge. This blog explores how incorporating two-way texting can foster a more connected, efficient, and fulfilling work environment for healthcare organizations. Dialog Health's texting solutions have proven to be a strategic tool for healthcare leaders, addressing workload concerns and boosting engagement and satisfaction levels. Texting Benefits for Healthcare Organizations Streamlined Work Processes Dialog Health's automation plays a pivotal role in preventing burnout by streamlining work processes. Employees can focus on fulfilling their roles as automation takes care of routine tasks, leading to a more efficient workflow. Time and Cost Savings Texting automation not only enhances staff efficiency but also results in significant time and cost savings. By automating communication processes, healthcare organizations can allocate resources more effectively, contributing to overall cost reduction. Effective Communication and Collaboration Dialog Health's two-way texting strategies foster clear communication and address concerns promptly. This leads to improved collaboration among healthcare teams, ensuring that everyone is on the same page and working towards common goals. Positive Work Environment The streamlined processes and improved communication contribute to a positive work environment, promoting overall employee well-being. A positive work environment is essential for employee satisfaction and retention. 1. Reduced Employee Workload and Stress with Automated Texts Dialog Health's automation extends to appointment management, reducing calls and workloads. This ensures stress-free experiences for employees and correlates with higher satisfaction levels. Automated texting not only eases workload but also reduces no-shows, improves attendance, and boosts revenue. Popular Automated Use Cases: Pre-Appointment Communication: Appointment Confirmation Appointment Reminders NPO - Pre Instructions Pre Registration Forms Telehealth Link Appointment Communication: Patient Scheduling Referral Information Care Giver Communication Map to Office / Lab Link Medication Links Post-Appointment Communication: Post Appt Follow-up Post-Op Check-in Patient Surveys Billing Reminders Lab Results Links 2. Increase Employee Engagement and Improve Company Culture Dialog Health's text messaging solutions also focus on enhancing communication for company events. Group and individual text messaging streamline event updates, encouraging participation and contentment among employees. Real-time information sharing positively impacts employee well-being, making a substantial contribution to retention. Popular Group/Direct Text Use Cases: Messages for remote staff New staff orientation Office closures Cake in the conference room Department meetings and training 3. Let Your Employee's Know You Care with Wellness Program Text Communication Emphasizing employee well-being through mass texting for wellness programs and benefits is crucial. Dialog Health's texting solutions effectively reach all employees at once, fostering a healthier and more engaged workforce. Automation in wellness communication directly impacts employee satisfaction and retention. Popular Use Cases to Show You Care: Wellness Program Reminders Wish Staff 'Happy Birthday' Health Benefits Communication Benefit reminders and links Motivational Messages Dialog Health, a frontrunner in healthcare communication solutions, offers a platform designed to enhance staff communication while adhering to HIPAA standards. The platform's multilingual messaging, versatile multi-text messaging, real-time delivery receipts, and integration of emojis set it apart, providing a comprehensive solution for patient and employee communication. Dialog Health's feature-rich platform is a valuable asset for healthcare organizations seeking to improve efficiency, communication, and overall work satisfaction.

In any industry, effective communication is essential, but in healthcare, it's crucial. From optimizing operations to enhancing patient satisfaction and outcomes, communication plays a pivotal role. Embracing the digital era, this article delves into how automated texting is revolutionizing healthcare communication, paving the way for streamlined workflows and improved patient care. Continue reading our "12 Days of Texting", unwrapping powerful client examples that showcase the success of our two-way texting platform. 1. Appointment Reminders and Confirmations Leverage the power of automated texting to significantly reduce no-shows, increase attendance, and streamline your communication process, all while minimizing the time spent on phone calls. Enhance user experience by incorporating calendar links for seamless appointment confirmation and reminders. Explore the transformative impact of automated texting in optimizing appointment management and efficiency 2. Preparation Instructions Texting also provides a convenient way to send preparation instructions for medical tests or procedures. Simplify pre-procedure instructions, like NPO (nothing by mouth) reminders, by harnessing automation. Enhance adherence, reduce missed appointments, and significantly decrease wasted doses. Seamlessly streamline pre-procedure guidance with automated texting for improved patient outcomes and operational efficiency! 3. Multi-Language Communication Our text messaging's multi-language functionality stands as a cornerstone for inclusive, engaged, and efficient patient communication. Overcome language barriers, demonstrate commitment to every patient, and streamline interactions to enhance relationships and workflows. Embrace inclusive communication strategies for a more connected and effective healthcare ecosystem. Explore how our multi-language feature fosters better patient engagement and operational efficiency for enhanced healthcare outcomes. 4. Employee Appreciation Boost team morale by sending messages that inspire, uplift, and underscore the value of each team member's contributions! Utilize text communication to express gratitude for their dedication and efforts, fostering a positive work environment. Strengthen bonds and motivation within your team by sharing uplifting updates and acknowledging their invaluable role in achieving collective success. Explore the transformative impact of uplifting messages on team dynamics and workplace culture, driving productivity and engagement. 5. Recall Campaigns Unlock the potential of personalized, automated campaigns through Dialog Health's recall strategies to optimize appointment bookings, boost revenue, and elevate patient satisfaction. Revolutionize preventive care initiatives by leveraging tailored and automated campaigns that resonate with patients. Explore how our recall strategies enhance engagement, drive bookings, and reinforce a proactive approach to healthcare, ensuring better outcomes and patient wellness. 6. Patient Surveys Maximize patient survey engagement through strategic text messaging. Deliver personalized follow-up instructions, valuable educational resources, and surveys to enhance patient satisfaction and gather vital feedback. Leverage text messaging as a powerful tool to not just inform and educate but also to actively involve patients in their care journey. Explore how this approach drives higher engagement, improves satisfaction levels, and enables healthcare providers to glean actionable insights for continuous improvement. 7. Referral Campaigns Boost appointment bookings by leveraging personalized text messages targeted at referred patients. Customize your messages according to their referral sources, optimizing scheduling processes, reducing patient leakage, and ultimately amplifying overall appointment volume. Explore the power of personalized outreach through text messaging to capitalize on referrals, ensuring a smoother scheduling experience and maximizing your practice's appointment capacity. Discover how these tailored approaches enhance patient acquisition and retention while optimizing your clinic's workflow. 8. Caregiver Communication Enhance caregiver support by leveraging text messaging as a reliable channel to deliver crucial information, ensuring a smoother and more informed caregiving experience. Discover how this approach streamlines communication, leading to improved care quality and increased satisfaction for both caregivers and those under their care. 9. Post-Appointment Optimize post-appointment and post-operative care via automated, triggered text messaging systems. Seamlessly facilitate follow-ups, mitigate readmissions, and encourage patients to connect with the office as needed. Explore the transformative impact of automated text communication in enhancing post-care experiences, ensuring better patient outcomes, and fostering proactive healthcare management. 10. Recruiting and Onboarding Enhance recruitment and streamline onboarding processes with dynamic, interactive two-way texting solutions. Elevate your competitive advantage by harnessing the efficiency and popularity of this communication platform. Discover how leveraging interactive text messaging transforms recruitment and onboarding experiences, enabling swift and engaging interactions that attract top talent and expedite the integration of new team members. 11. Open Enrollment Explore the transformative power of these tools in reshaping HR operations, optimizing processes, and driving meaningful employee engagement. Discover how leveraging innovative two-way texting solutions empowers HR teams to efficiently manage enrollments, elevate benefits participation, and cultivate a more connected and engaged workforce for long-term success. 12. Pre-Arrival Registration Enhance your check-in process by using text messaging for pre-registration and co-insurance form links. This not only reduces staff workload but also improves patient satisfaction. Discover how this streamlined approach simplifies administrative tasks, reduces wait times, and creates a better overall experience for patients In conclusion, automated texting presents numerous benefits for healthcare communication. It is a versatile tool that can be used for a variety of purposes, from appointment reminders to patient updates, making it an essential part of modern healthcare.

New solution provides healthcare organizations with interactive, real-time data they need to make immediate, informative, and action-driven patient communication decisions. Dialog Health, a healthcare industry-leading two-way text messaging platform that improves staff and patient engagement, introduces AnalyticsPRO. This powerful solution delivers real-time, interactive data so organizations can take immediate actions that optimize patient engagement and staff productivity. AnalyticsPRO also transforms data into the high-level insights healthcare organizations need to make more informed, long-term strategic patient communication decisions. When added to the Dialog Health platform, users gain access to a tool that indicates the "who, why, and how" of patient communication in real time. The data is generated following the execution of a Dialog Health text messaging campaign. AnalyticsPRO auto-analyzes this data and then auto-generates reports showing which patients received the text and took the intended action associated with its message, which patients received the text and did not take any action, and which patients never received the text. Through this real-time, on-screen, interactive dashboard, users instantly identify who does and does not require an additional action. Research shows that most patients are likely to interact with text messages they receive from their healthcare providers. AnalyticsPRO serves to identify the outliers, giving users informed options about the next step they should take to engage with those who have not interacted with the text, whether by sending a follow-up text message or reaching out to these individuals through another means (e.g., phone call). AnalyticsPRO does not require users to export spreadsheets, wait several hours or longer for reports to generate, or monitor and manage another inbox. "Our technology performs real-time data analysis so users can immediately take the right actions for the right people," says Sean Roy, co-founder and chief product officer for Dialog Health. "In doing so, organizations greatly reduce time spent on manual outreach, better connect with patients in the communication manner they prefer, and substantially enhance staff productivity." The official launch of AnalyticsPRO follows a 6-month beta testing period that involved thousands of Dialog Health users across hundreds of organizations. This usage enabled the Dialog Health development team to further refine, optimize, and enhance the solution. An internal analysis of Dialog Health user statistics for July 2022 demonstrates the value of adding AnalyticsPRO. Clients using the base Dialog Health system achieved, on average, an 86% reach rate for text messages sent to patients concerning scheduled facility visits. Dialog Health clients with AnalyticsPRO achieved, on average, a 91% reach rate for the month. The 5% increase in reach rate means five more patients out of every 100 will not require phone calls from staff and are more likely to show up for their appointments. In addition, AnalyticsPRO makes it easier for users to know which outlying patients will require alternate communication methods until users can get these patients subscribed for text messaging. Pairing the Dialog Health platform with AnalyticsPRO leads to results that cannot be matched by other text messaging systems. Dialog Health's two-way texting allows patients to self-identify when they require further assistance. AnalyticsPRO then empowers staff to further prioritize patient outreach efforts, improving clinical outcomes and financial performance, increasing satisfaction, and saving valuable staff time. Individual organizations can use AnalyticsPRO to achieve reductions in no-show rate, pre- and post-op phone calls, and readmission rate; increases in survey responses, web portal engagement, and patient collections; and many other noteworthy improvements. Additional ways healthcare organizations leveraged AnalyticsPRO during the beta testing period include the following: Subscribing hundreds of additional patients for automated text messaging via the AnalyticsPRO reach report, which analyzes up to two phone numbers for each patient to determine which is capable of texting. Replacing thousands of phone calls to patients who did not respond to a previous message with bulk text functionality. Analyzing response rates and survey results to better understand where changes need to be made within organizational processes. Dialog Health is currently developing functionality that will empower corporate entities with multiple organizations to use AnalyticsPRO to examine performance across locations, clinicians, appointment/visit types, and more in real time for benchmarking and targeted improvement initiatives. "We thank our numerous beta testers for helping us create a solution that exceeded even our expectations for what AnalyticsPRO could do," Roy says. "With this new solution, we are further empowering staff, helping patients, and improving revenue. While the Dialog Health platform is still unmatched in its ability to improve engagement, healthcare organizations looking to do even more with their data will want to see AnalyticsPRO in action." If you are interested in learning more about the Dialog Health platform and demoing AnalyticsPRO, contact Dialog Health at info@dialoghealth.com, call (877) 666-1132, or fill out the form here. Existing Dialog Health clients that want to add AnalyticsPRO should speak with their account representative. About Dialog Health Dialog Health provides a two-way texting platform to organizations which they can leverage as a communication and engagement channel. Two-way texting is a convenient, fast, effective, and affordable communication resource for stakeholder engagement. For more information, visit dialoghealth.com, call (877) 666-1132, and follow Dialog Health on LinkedIn.

A Utah hospital is leveraging text messaging to help schedule mammogram appointments for thousands of its patients. Since April 2019, the hospital has used the Dialog Health platform to send mammogram recall reminder text messages to more than 12,000 patients. The two-way texts have been successfully delivered to about 96% of recipients. The text messages inform patients that it is time to schedule their annual mammograms and provide the mammography department's phone number for patients to call to schedule the appointments. Initiating the call only requires patients to click the number in the text. "Thanks to text messaging, hospital staff have spent significantly less time making phone calls and sending letters to mammography patients," says Brandon Daniell, president and co-founder of Dialog Health. "More importantly, thousands of patients have been reminded about the need to schedule their mammograms and provided a simple, efficient way to make their appointments." Recall programs that inform patients when it's time to get their annual mammogram are an effective method of increasing patient compliance with guidelines. Such programs can also help drive patient volume to a mammography department. Since 96% of all U.S. adults own cell phones that can receive text messages, and consumers are generally accustomed to receiving and interacting with texts, two-way texting is a communication resource that can be an immediate asset to any organization looking to enhance the performance of a recall program. As of January 2020, only 29 recipients of the Utah hospital's mammogram recall reminder texts had opted out of receiving texts from the hospital — well below 1% of all recipients. This further demonstrates the willingness of consumers to communicate via text message with trusted organizations. "By embracing the speed, convenience, and ubiquity of texting, healthcare providers can increase patient engagement and participation in their care, which benefits patients, staff, practitioners, and the healthcare system as a whole," Daniell says.

2020 was a year like no other. Healthcare providers confronted inconceivable and often rapidly evolving challenges, many of which tested their abilities to execute fast, efficient responses. Other challenges required more measured coordination and execution. Essential to an effective response to all of the unexpected developments was communication between stakeholders —those within and outside of organizations. At Dialog Health, we were pleased that our two-way text messaging platform helped so many healthcare providers communicate about a wide range of vital care, safety, and operations issues in 2020. Here are 11 of the creative ways we saw our clients leverage texting to navigate largely unchartered waters in 2020, with many of these ways continuing into 2021. 1. Explain COVID-19 protocols The pandemic forced healthcare providers to introduce or make substantial changes to safety policies and procedures that affected patients, staff, visitors, and vendors. Text messaging helped inform and remind these stakeholders about such changes, which included the introduction of "no handshake" policies, revisions to patient pre-screening and screening policies and procedures, requirements concerning the wearing of personal protective equipment (PPE), and revised waiting room policies. 2. Issue infection prevention and control rules and reminders Infection prevention and control has taken on even greater importance during the public health emergency. We saw our clients use text messaging to emphasize infection prevention and control recommended practices and rules, including those concerning hand hygiene, PPE, hand sanitizer, and social/physical distancing. 3. Conduct COVID-19 pre-screening In addition to informing stakeholders about changes to pre-screening policies and procedures, healthcare organizations used text messaging to help them actually perform pre-screening. For example, two-way text messaging was used to ask patients if they were feeling well on the day of their appointments and to remind patients that they should reschedule appointments if they were not feeling well or taking care of someone who was ill. As another example, providers used text messaging to direct patients to fill out screening surveys to help determine whether they were potentially exposed to COVID-19. 4. Cancel and reschedule appointments Using text messaging to cancel and reschedule appointments is nothing new. What is new is the scale of which texting was used to do so during the pandemic. When organizations like practices and ambulatory surgery centers were required to significantly scale back or temporarily cease operations, texting informed the many affected patients about the need to cancel their appointments. When the time came to resume operations, text messaging served as a highly effective and efficient way of reconnecting with those patients who had their appointments cancelled, with such text messages providing instructions for how patients could reschedule their appointments (e.g., phone call, form, portal). Providers also used texting to include information about new safety measures or include a hyperlink to a page on the organization's website that detailed such measures. 5. Provide updates on safety protocols Throughout the pandemic, healthcare organizations changed and strengthened their safety protocols to reflect evolving regulations and recommendations. Text messaging was used to keep patients current on the steps staff were taking to best ensure safety and reduce risk. These messages were sent to help encourage patients to keep their appointments. In addition, the texts helped provide comfort to patients and encourage them to schedule or reschedule appointments, with texting often playing an integral role in recall campaigns. 6. Support telehealth and virtual care Healthcare providers leaned heavily on the usage of telehealth and virtual services last year as a way to replicate face-to-face appointments, deliver care, and improve access while allowing patients to reduce their risk of exposure to COVID-19. Telehealth also helped reduce exposure risk for staff. Many organizations with telehealth programs — some of which were launched during the pandemic — made text messaging an integral part of their programs. Texting was used to inform patients about and encourage patients to take advantage of telehealth services, remind patients about telehealth appointments, and initiate telehealth consultations. Medalliance Medical Health Services, a diagnostic and treatment center in New York, is one such organization that used text messaging to support its telehealth program. As David Alejandro, the organization's marketing and community relations director, noted, "We send daily links via text that direct patients to our telehealth platform. Patients can then receive follow-up care and answers to their pressing questions in real time. The ability to text with patients has really made delivering care much easier." 7. Update and coordinate on COVID-19 vaccine distribution Once COVID-19 vaccines received emergency use authorizations, healthcare providers began informing staff and eligible recipients about developments and plans concerning availability and distribution. Text messaging was used in numerous ways as part of these efforts, including surveying stakeholders about their willingness to receive the vaccine, providing links to information and education, and coordinating the vaccine administration. 8. Contact tracing Contact tracing is an essential step to help limit the spread of COVID-19. Healthcare providers leaned on text messaging to support their contact tracing efforts. Organizations sent automated text surveys to patients 7 days and 14 days following an in-person visit to their facility to ask whether patients had developed COVID-19 symptoms. Two-way texting provided a contactless, streamlined approach to determine whether contact tracing was necessary. 9. Support open enrollment With many organizations adopting telecommuting and reducing on-site, face-to-face interactions, engaging employees in open enrollment had the potential to prove more difficult in 2020 than in years past. Text messaging helped healthcare providers overcome barriers to engagement as they sent texts to inform and remind staff about open enrollment dates, direct employees to self-service web portals, provide education about benefits, and share contact details of the benefits representative. 10. Update and coordinate with family members To reduce exposure risk, healthcare organizations implemented restrictions on the ability for family members to wait inside a facility while a patient was receiving care. Providers used texting to keep family current on patient progress and inform them when patients were ready for discharge. An example of when such text messaging was particularly helpful was ambulatory surgery centers communicating with family members who would be driving patients home following their surgical procedures. 11. Improve staff morale As Greater Good Magazine reported, "In half a dozen studies with over 10,000 respondents, they found that people were experiencing worse mental health problems than before the pandemic — high symptoms of stress, anxiety, depression, and post-traumatic stress disorder. Up to half showed serious signs of depression (depending on the study), while up to 35% showed serious anxiety." Healthcare organizations leveraged texting to support their staff. As an example, our client Lovelace Health System in New Mexico sent periodic texts that shared uplifting messages and inspirational quotes. Serena Pettes, the health system's vice president of marketing and business development, stated, "Sending texts to our employees via the Dialog Health platform during COVID-19 has been an easy, quick, and effective way to provide support, encouragement, and guidance during a challenging time." Dialog Health President and Co-Founder Brandon Daniell noted, "While we may not have envisioned clients using our text messaging platform to deliver emotional and inspirational words of encouragement, we could not be prouder that they are doing so." Text Messaging Further Cements Its Value Prior to 2020, adoption of text messaging as a central communication tool was on the rise among healthcare providers. The pandemic and developments around it further spurred usage of texting because it's fast, effective, and affordable. A large majority of all text messages are read within just minutes of their delivery, and almost all text messages are read on the day they are received. Texting also helps organizations support efforts to limit in-person communication and thus reduce the spread of the novel coronavirus. There's every reason to believe that organizations will continue to find creative ways to leverage text messaging to help them overcome challenges and take advantage of opportunities in the future. As Daniell toldSalientValue, "With the usage of smartphones and texting showing no signs of slowing down, we anticipate the demand for a service like the one we provide will continue to grow even after the worst of the pandemic is behind us."

Brandon Daniell, president and co-founder of Dialog Health, will be serving on a panel at the 7th Annual ASC and Healthcare Management Virtual Symposium. This complimentary virtual event for ambulatory surgery centers (ASCs) and other health entities will take place on Wednesday, Nov. 18, 2020. It will feature presentations from 9:00 AM – 3:15 PM EST and live Q&A with speakers from 3:30 – 4:30 PM EST. Daniell's session on "Emergency Communication Lessons Learned From Covid-19 and Best Practices for Improvement" is scheduled for 10:00 – 10:45 AM EST. Joining Daniell on the panel will be Chris Kralik, administrator for AMSURG, and Serena Pettes, vice president of marketing and business development for Lovelace Health System. Other sessions will discuss topics including revenue cycle management, OSHA enforcement, private equity, and information technology. To register, click here. To view the agenda, click here.

When speaking with prospective clients about our two-way texting platform, a question we are often asked is, "How does your platform help our older patients since they don't typically text?" This is a common myth we hear a lot. While it's true that not all people text, text messaging is used by people of all ages. Here are just a few statistics and quotes that show why texting is likely to be a viable and effective method of communicating with many older patients. 1. 95% of U.S. adults ages 50-64 own a cellphone, with 79% owning a smartphone. Source: Pew Research Center 2. 91% of U.S. adults 65 and older own a cellphone, with 53% owning a smartphone. Source: Pew Research Center 3. Among those ages 50-69, text messaging is the technology tool most used to stay connected. Source: AARP 4. "… notably, the assumption that older individuals rely less on technology than others may be increasingly inaccurate." Source: AARP 5. 58 million adults age 50-plus are interested in technology that can enrich their lives or make it easier. Source: AARP 6. "Text messaging technology can help improve medication adherence rates in older Medicare patients by up to 14%." Source: Patient Engagement HIT coverage of Journal of Medical Internet Research study 7. "When asked how they would like to be reminded about upcoming appointments, 48% of [14,000 survey] respondents said they prefer text message. That's compared with 29% who said they prefer a phone call and 21% who prefer an email reminder. The percentage of patients who preferred appointment-reminder text messages hovered close to the 50% mark across age groups … 54% among those ages 45-54, and 47% among respondents ages 55-64. Thirty-four percent of patients age 65 and older … said they prefer text message appointment reminders, an especially important data point since these older patients are often assumed to be less likely to embrace technology." Source: Phreesia The Truth: Older People Text. A Lot. A text messaging platform like Dialog Health is not intended to replace all other communication methods. Rather, it helps reduce reliance on more time-consuming methods while improving response rate and engagement, amongst other benefits. Organizations should communicate with patients via the method(s) that patients prefer. For some, that will be via email, phone or mail. But for most, including many of those who are older, texting is likely to be the method of choice.

Brandon Daniell is one of several healthcare business leaders discussing the short- and long-term impact of COVID-19 on their companies in an article for SalientValue. SalientValue is a bi-weekly newsletter distributed by VERTESS, a healthcare merger and acquisition (M&A) advisory firm. Joining Daniell in sharing responses are leaders from a variety of companies, including an infection control consulting firm, managed services provider, developer of a drug shortage management platform, and medical supplies and equipment. To access the article, click here.