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.

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.

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

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.

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.

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.

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.

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.

Many Dialog Health clients implement our two-way text messaging platform with a specific objective in mind. It's only a matter of time before most of these clients begin leveraging two-way texting to tackle other challenges. For example, we work with an ambulatory surgery center (ASC) that initially invested in our solution to reduce its patient no-shows. After witnessing success in this area, the facility began using the real-time text messaging feature to send polite, carefully crafted payment reminders to those patients with outstanding account receivable (A/R) balances. It didn't take long for the ASC to see significant results, including the following: • Reduction in outstanding A/R balance by more than 50% in just six weeks. • Reduction in time-consuming phone calls and costly reminder invoice mailings. • Improvement in patient communication. The well-worded text message provided payment options and included a link to an online payment site. • Increase in efficiency. The easy-to-use, cloud-based platform supports the sending of hundreds of texts in minutes. • Increase in staff satisfaction since team members had more time to focus on other tasks. This surgery center is now exploring even more ways to drive financial, clinical, and operational improvements through our solution. We're excited to see how the Dialog Health platform continues to transform the ways businesses communicate with their customers. Want to learn more about how easy it can be to reduce your facility's A/R balances, decrease communication expenses and improve other pain points?