Tired of robocalls? We have some bad news. The number of robocalls has skyrocketed, and there's no escaping them — even if you move to Alaska. As robocall blocking company YouMail recently reported, U.S. robocalls reached new highs in 2019, with an estimated 58.5 billion robocalls for the year. That's 22% higher than the number recorded in 2018 and a more than 90% increase over 2017. YouMail also looked at aggregate behavior across states. Residents of Washington, D.C., received 1.6 robocalls per day during 2019. Louisiana residents also received an average of more than one robocall per day. Alabama, Nevada and South Carolina round out the top five (or perhaps bottom five, is more apropos) states by robocalls per person. If you live in Alaska, you're in luck … kind of. You only received around 45 robocalls in 2019 — the lowest of any state. Following Alaska is Massachusetts, Minnesota, Vermont and a tie between Wisconsin and West Virginia. If you live in West Virginia, Idaho, Iowa, New Mexico or Wyoming and thought that you received a lot more robocalls in 2019, you were right. These are the five states that experienced the highest percentage increase in robocalls in 2019 compared to 2018. All U.S. states saw some increase, with only South Dakota and Alaska experiencing a less than 10% increase. Despite efforts — even on the government level — to slow robocalls, there is no indication that the robocall problem will be resolved any time soon. The surge in spam calls is driving more people to stop answering their phones altogether. This is just one of many reasons healthcare organizations should consider relying more heavily on two-way text messaging to communicate with patients and staff. Text messaging is a highly effective communication method for patients and staff regardless of age, in part because the amount of text spam is very low. To learn more about the benefits of a HIPAA-compliant text messaging platform, schedule a demo of Dialog Health today!

As we begin the new year, I wanted to share a few of our predictions for trends concerning patient and staff engagement in 2020: Traditional communication methods (i.e., phone, email) will become less effective as robocalls/spam continue to grow (robocalls in the United States went up 35% in 2019), more phone calls go unanswered and email management becomes more difficult. Patient engagement will become more important to the success of healthcare organizations in areas including outcomes, collections (with costs continuing to rise), attracting and retaining patients, online reputation and reducing waste. Emergency preparedness and business continuity will take on greater importance as we continue to see increases in disasters, severe weather and power outages. Fast, effective patient and staff engagement will be essential to ensuring a timely response that reduces harm and risk. "Ease" will be a major area of focus. That includes ease of access to care, ease of communication, ease of billing and ease of care coordination. Experiences perceived as more difficult than necessary will negatively impact patient and staff engagement and satisfaction. Healthcare organizations will rely more heavily on text messaging —specifically secure, HIPAA-compliant platforms — to address growing challenges and capitalize on opportunities concerning patient and staff engagement, such as those highlighted above. Text messaging has proven itself to be a highly effective communication method for patients and staff of all ages. I have touched on many of these subjects in recent columns for various healthcare publications, including HFMA's Healthcare Cost Containment, Becker's Hospital Review, Becker's ASC Review and Physicians Practice. I invite you to read these articles and reach out if you have any questions about how your organization would benefit from a two-way texting platform. Please call or text me at (615) 429-4252. We hope 2020 is your organization's best year yet! Sincerely, Brandon Daniell President Dialog Health Inc. (615) 429-4252 brandon@dialoghealth.com

Brandon Daniell, president and co-founder of Dialog Health, discusses how healthcare organizations can leverage text messaging to reduce expenses and improve communications with patients and staff members for Healthcare Financial Management Association (HFMA). The column — " How texting taps into better patient communications and savings opportunities" — is accessible online and scheduled to appear in the December issue of the Healthcare Cost Containment newsletter. In the piece, Daniell summarizes why texting is an effective communication method and then shares examples of departments within healthcare organizations that use texting — more specifically two-way texting that permit interaction with recipients — to achieve noteworthy savings. He concludes with insight on how organizations without a texting program can easily start one. Access Daniell's column on healthcare cost savings. HFMA represents more than 43,000 healthcare finance leaders from across the healthcare continuum.

Brandon Daniell, president and co-founder of Dialog Health, discusses the importance of a mass communication plan for ambulatory surgery center (ASC) emergency preparedness and business continuity in a new column for Becker's ASC Review In "5 Reasons Your ASC Needs a Mass Communication Plan," Daniell reviews the critical importance of developing a mass communication plan in preparation for an emergency or crisis and then identifies five instances when such a communication plan would be executed. He concludes the column with an explanation and analysis of why text messaging should be the mass communication method ASCs rely upon during an emergency, stating, "ASCs should consider how texting can help strengthen the communication component of their emergency preparedness and business continuity plan. Two-way texting is ubiquitous, effective and very efficient. The time to deploy texting is well before it is needed." Access Daniell's column on ASC mass communication. Becker's ASC Review, part of the Becker's Healthcare family of publications, features general business, legal and clinical guidance on topics relevant to outpatient surgery, including joint-ventures, development and expansion, and regulatory and compliance issues.

Twenty-seven years ago today (Dec. 3, 1992), the first text message was sent. To celebrate its birth, here are 15 more facts and figures about texting. 1. Texting, or SMS (short message service), was developed in the United Kingdom in the late 1980s. 2. The first text message sent to a cellphone was "Merry Christmas." 3. It was sent by engineer Neil Papworth to Vodafone executive Richard Jarvis while Jarvis celebrated an office Christmas party. Jarvis did not have the capability to reply with a text from his Orbitel 901 cellphone, which weighed more than 4.5 pounds. 4. Since cellphones did not yet have the capability to type out and send individual letters of the alphabet, Papworth's greeting was typed and sent via computer. 5. Nokia debuted the first mobile phone capable of sending texts in 1993. 6. The first SMS commercial service was launched in the United Kingdom in 1995. 7. In 1998, it became possible to send messages between cellphone networks. 8. The average American user sent 35 texts per month in 2000. The average person now sends 15 texts per day. 9. 2007 marked the first year Americans sent and received more text messages per month than phone calls. 10. Americans send roughly 5.5 billion text messages every day. That's 63,000 texts every second. 11. The number of text messages exchanged by Americans in 2018 increased nearly 16% over 2017. 12. Text messaging is the most widely used smartphone function. 13. 98% of text messages are read by the end of the day. 14. Age is not a barrier to texting! 15. Healthcare organizations are increasingly relying on texting and leveraging the platform to achieve significant improvements in many aspects of their operations. Sources: CTIA, Encyclopedia Britannica, G2, Mashable, NPR, Pew Research Center, Statista, The Guardian, The Week

FRANKLIN, Tenn., Nov. 20, 2019 – Dialog Health is pleased to share the findings of a five-year analysis of text messages sent to more than 1 million U.S. patients by a single Dialog Health client: a national urgent care company operating and managing urgent care centers located across multiple states. Text messages were delivered via Dialog Health, a two-way texting platform that enables information to be pushed to and pulled from patients, caregivers and healthcare facility staff. Automated, post-discharge text messages were sent to patients who visited urgent care centers during the five-year period. In total, more than 3 million text messages were sent to the million-plus patients. Findings and Analysis The following are Dialog Health's findings and analysis of the results: About 92% of all automated text messages were delivered successfully. This indicates a willingness by patients to share their mobile number with healthcare organizations, with an understanding that they will receive text messages. It also demonstrates the reliability of texting as a patient communication method. The company sent post visit text messages to patients to inquire if anyone wanted a follow up phone call from staff. While no response was required by the patients, slightly more than 350,000 patients did reply with 83% of the replies stating no follow-up call was required. Importantly for the company, 11% of replies from patients (~38,000) were requests for a callback. Approximately 19% of patients who opted in to receive text messages were 55 years of age and older. These patients were responsible for 28% of reply texts mentioned above. This included hundreds of replies from patients 90 years of age and older. As these figures demonstrate, age is not a barrier to texting. More than 91% of patients who opted in remained subscribed after receiving the automated text messages. Most patients do not find text messaging, when used judiciously, intrusive. Commentary Brandon Daniell, president and co-founder of Dialog Health, noted the following: "These findings further validate the tremendous value of two-way text messaging as a platform for communicating with patients of all ages. Text messaging is a proven method for engaging patients, enhancing outcomes, improving staff productivity and strengthening workflow, among other benefits. As text messaging has become the preferred communication method for a growing number of Americans, healthcare organizations should evaluate how to incorporate two-way text messaging as a communication platform or further expand its existing use." Background Only patients who chose (i.e., opted in) to receive text messages were sent post-discharge messages. The initial text message asked patients whether they desired to speak over the phone with an urgent care team member concerning their visit. Patients who responded "Yes" received an automated reply text informing them that they would soon receive a phone call from an urgent care center team member. This text also provided the area code that would be associated with the call to help patients more effectively identify the call as legitimate. Patients who responded "No" received an automated reply text that advised patients to call the urgent care center if they eventually required assistance and provided the phone number to call. Interview Requests Members of the media interested in speaking with Brandon Daniell concerning the findings and value of two-way texting for healthcare should email info@dialoghealth.com or call (877) 666-1132 if on a deadline.

Simple Admit to leverage two-way texting powered by Dialog Health to enhance surgery center operational efficiencies BALDWINSVILLE, N.Y., and FRANKLIN, Tenn., Nov. 12, 2019 – Simple Admit and Dialog Health are pleased to announce they have partnered to help ambulatory surgery centers (ASCs) use two-way text messaging to enhance clinical workflow and financial performance through more effective communication with patients. Through the partnership, Simple Admit, a provider of automated patient relationship management solutions for ASCs, has integrated Dialog Health, a two-way texting platform that enables information to be pushed to and pulled from patients, caregivers and healthcare facility staff. The integration will benefit users of two platforms: Simple Admit, a web-based admissions application that improves the preoperative data collection process, and Simple Pay, a web-based service that enables ASCs to streamline the entire patient responsibility collection process. Simple Admit users can send automated text messages to patients directing them to an ASC's website to provide their preadmission clinical data (e.g., demographic information, insurance details, complete health history). Simple Pay users can send automated text messages to patients directing them to an ASC's credit card portal or online financing options to make payments. These automated communications will significantly reduce time spent by an ASC's clinical and business staff making outbound phone calls to patients concerning clinical documentation and financial responsibility. The use of text messaging will also benefit ASCs through improved patient completion of clinical documentation, reduced cancellations, increased collections and strengthened patient engagement and satisfaction. "Simple Admit continues to look to partner with best-in-breed service providers serving the ASC industry," says Dan Coholan, CEO of Simple Admit "By partnering with Dialog Health, our combined technologies provide the end users — staff and patients — with an industry-leading engagement experience, accessible through the easy-to-use Simple Admit platform." "Dialog Health's commitment to helping clients increase revenue, enhance staff workflow, eliminate costs and improve patient satisfaction aligns perfectly with Simple Admit," says Brandon Daniell, President of Dialog Health. "By partnering together, we are able to offer best practice in a way that benefits nearly every facet of an ASC." Users of Simple Admit and Simple Pay interested in leveraging two-way texting via Dialog Health should contact either Dialog Health by visiting www.dialoghealth.com or calling (877) 666-1132 Simple Admit by visiting www.simpleadmit.com or calling (877) 848-4726. ### About Simple Admit Simple Admit is a leading provider of automated patient relationship management solutions for surgery centers. The platform offers providers a customized suite of online services that provides a strong return on investment, increased revenue, improved efficiencies and cost savings from pre-admissions through post-op care. Additionally, the solutions improve patient safety and patient satisfaction and offer patients convenient options to fund their procedures. About Dialog Health Dialog Health Inc. is a U.S.-based company that provides a two-way texting platform to organizations which they can leverage as a communication and engagement channel. Two-way texting is a convenient, fast, effective and affordable communication resource for stakeholder engagement. For more information, visit www.dialoghealth.com or call (877) 666-1132.

During my morning commute today, I was greeted by this headline on NPR: "Utility Giant PG&E Voluntarily Shuts Off Power, Could Impact 800,000 Californians." I spent the rest of my morning reminding clients in California impacted by the massive power outage that they can use our two-way texting platform to keep their employees, patients and other stakeholders current with any relevant information during the prolonged power outage. Texting should be a primary component of any emergency communication plan for anyone — not only healthcare organization clients like ours, but all other businesses and individuals. While I can think of many reasons for this, here are three of the most critical: 1. Cell phone towers have backup generators, which means that when the main power goes off, cell phones still work. 2. More than 96% of Americans own a mobile phone of some kind, and there is a high likelihood that people will have their mobile phone with them throughout an emergency. Most people have their phone with them almost every waking minute, or it is at least within earshot. 3. Texting is a proven form of communication. Research has shown that 98% of texts are read and 95% are read within just three minutes of being sent. This means if you need to get a message out quickly and with a high degree of confidence that your audience will receive it, send that message as a text. Also consider the following: According to a Nextgov report, data indicates that a person who texts has an 800-to-1 better chance of sending a message to someone in an emergency than using voice communications because a short message (e.g., "imok" for "I'm OK") requires only four bytes using standard text messaging protocols. Furthermore, a Consumer Reports News article encourages texting over phone calls when faced with a disaster. Finally, a Public Health Reports study highlights the effectiveness of text messaging for communicating information to public health employees and improving workforce situational awareness during emergencies. The irony of PG&E's power outage is that I am assuming quite a few of its customers received text alerts because many utilities in the United States now use texting for emergency communication. This is the case in Denver, where Dialog Health is based. When my power is out, I receive regular text updates throughout the restoration process. We know when to expect power to return and do not need to try to call through to our electric company for updates. So, if your business has an emergency communication plan that does not include texting, ask yourself: What you will do the next time the power goes out?

Brandon Daniell, president and co-founder of Dialog Health, discusses how physician practices can effectively leverage texting in a new Physicians Practice column. In his column — "7 benefits of two-way text messaging with patients" — Daniell discusses shortcomings of more traditional communication methods and then identifies ways practices can reap the rewards of two-way texting. As he notes in the column, "By embracing two-way texting as a communication channel for patient engagement, practices can achieve significant improvements throughout their operations." Access Daniell's column on physician practice texting.

Akorbi now offers content and message delivery via two-way texting powered by Dialog Health Plano, TX – September 25, 2019 – Akorbi and Dialog Health are pleased to announce they have partnered to address the communication challenges and compliance regulations impacting organizations that support limited English proficient (LEP) individuals. The goal of this partnership is to offer client solutions that enhance communication with customers and employees, thereby improving engagement, satisfaction—and in a healthcare setting—patient outcomes. By combining Akorbi's interpretation, translation, and cultural expertise with Dialog Health's two-way texting platform, organizations can now create tailored content for LEPs in their preferred language. The enhanced platform allows for implementation and management of a two-way texting conversation with LEP clients in their native language without the use of a live interpreter on-site. “Dialog Health's passion is to help organizations leverage two-way texting to achieve higher levels of engagement,” said Brandon Daniell, President of Dialog Health. “By partnering with Akorbi, we enable clients to communicate in the preferred language of their audience on a device that is a favored communication channel.” Clients will now be able to notify, educate, support, and even steer someone to a richer experience. Importantly though, the platform allows people to initiate communication with an enterprise even if they don't speak English. An inbound text message is no less valuable than an inbound phone call or email. The ability to extend communication into a plethora of languages opens new, diverse markets for businesses wanting to expand their footprints and growth in these growing market segments. “We have always strived to help organizations increase their revenues, improve outcomes, decrease costs, and enhance workflows by offering custom, innovative solutions. By partnering with Dialog Health, we will make a positive impact on markets, and significant enterprise and financial impact on our clients,” said Edward Cavazos, Executive Vice President at Akorbi. ### About Dialog Health Dialog Health Inc. is a US-based company that provides a two-way texting platform to organizations which they can leverage as a communication and engagement channel. Two-way texting is a convenient, fast, effective, and affordable communication resource for stakeholder engagement. For more information, visit www.dialoghealth.com or call 877-666-1132. About Akorbi Akorbi is a US-based company which provides enterprise solutions that empower companies to achieve success in the global economy. We help companies connect with employees, vendors, and customers in over 170 languages 24×7, in any modality, from any location. Our customizable, enterprise solutions include technical and multilingual staffing, learning services, multilingual contact centers, video remote solutions, translation/localization and in-person interpreting services. The company holds several certifications, including ISO 9001:2015, ISO 13485:2016, EN 15038:2006 and M/WBE Certification, and recently secured the prestigious WEConnect International Certification through the Women’s Business Enterprise. Akorbi was recently named the 9th largest language service provider (LSP) in the US by global market research and international consulting company Slator and the 11th largest LSP provider by Nimdzi Insights LLC. For more information, visit www.akorbi.com or call 1.877.4.AKORBI.

Brandon Daniell, president and co-founder of Dialog Health, discusses how hospital human resources (HR) departments can effectively leverage texting in a new Becker's Hospital Review column. In his column — "3 ways hospital HR departments benefit from texting" — Daniell explains some of the communication challenges facing HR departments. He then identifies three significant ways these departments can use two-way texting to overcome such challenges and improve the delivery of crucial information to staff. Access Daniell's column on hospital HR texting.

On the fence about whether a two-way texting platform such as Dialog Health is right for your healthcare organization? Here are just seven of the ways our clients benefit from leveraging text messaging. 1. Increased revenue. Two-way texting has been demonstrated to reduce late cancellations, no-shows and no-gos (i.e., cancellation of procedures on the day of surgery/treatment due to patient non-compliance) as well as improve gaps in care communication (i.e., patient recall). 2. Improve staff workflow and expenses. Texts reduce the number of voicemails left, redundant calls and overall time spent on the phone and cut the cost of other communication methods (e.g., mailers, flyers). Many facilities using Dialog Health report receiving an 80%-plus response rate from patients when texted. This result is even more impressive when considering that facilities were leaving voicemails for upwards of 80% of patients for standard communication points, such as post-op check-ins and appointment confirmations. Voicemails are often ignored or receive responses many hours, if not days, after they are left for patients. 3. Documentation of engagement. Organizations are required to track all communication "touches" between staff members and patients. Texting is essentially a built-in paper trail. For example, Dialog Health documents which staff member was logged in to the platform and sent a live text or ad-hoc broadcast. Such information is automatically stored in the patient record. 4. Increased utilization and open rates of digital assets. Texting is an efficient means of steering people to digital assets, including pre- and postoperative instructions, educational videos, payment portals, directions to facilities and pre-registration portals for the completion of medical and/or medication histories. 5. Reputation management. Facilities report improved patient satisfaction from using Dialog Health's texting platform. The platform offers a patient navigation experience where patients who require additional care can quickly self-identify to receive the help they need while satisfied patients are steered online to share their experiences. In reviews, patients highlight their appreciation for appointment reminders, ease of communication, support prior to and following a visit and other benefits associated with two-way texting. 6. Risk adjustment. Texting provides staff with an effective way of identifying and acting upon non-compliant responses from patients, such as those who require a follow-up call to discuss a matter or reschedule an appointment. Since the response rate to texting is so high and response speed is so fast, facilities not only complete more visits and reduce no-shows, but they can quickly identify open appointment slots to be filled, further optimizing the schedule. 7. Enhanced satisfaction. Organizations looking to improve their operations and patient satisfaction scores in the process can leverage a platform like Dialog Health to solicit feedback from patients and do so in a manner that is likely to achieve a higher engagement rate than other outreach methods. Check out our Case Studies to read more about how Dialog Health helps clients achieve these and other improvements.