We'll cut to the chase: This is the time when the value and effectiveness of text messaging really shines. Throughout the nation, ambulatory surgery centers, medical practices, and other healthcare organizations that greatly reduced or temporarily ceased operations during the pandemic have reopened and are working to catch up on patient care services and treatments. For those organizations that leverage text messaging, resuming operations will prove more streamlined, safer, and ultimately successful. And in a mobile-led world where patient engagement has become an essential strategy, text messaging is a necessity. Here are 10 of the ways providers can use texting with patients, staff and vendor partners to their advantage during this transitional period. 1. Rescheduling canceled appointments Texting is a simple, yet effective way of reconnecting with those patients who had their appointments cancelled due to stay-at-home orders and social distancing guidelines. Such text messages would provide instructions for how patients can reschedule their appointments (e.g., phone call, form, portal). It can also include information on new safety measures or a hyperlink to a page on the organization's website that details such measures. More than 97% of phones can access text messaging and the mobile internet. Including hyperlinks is a useful way to engage patients by supplementing information in the text. Including the organization's phone number here is also an effective way to further engage with patients and encourage them to reach out with questions. Leveraging text messaging to communicate about an organization's ability to accommodate patients is a highly efficient and cost-effective means of maximizing revenue and getting an organization back on track financially. 2. Scheduling new procedures Following outreach to those patients who had their appointments scheduled, it's time to shift focus to scheduling patients in need of treatment who were identified during the shutdown but could not be scheduled. Organizations should use texts to help ensure optimization of available space on the patient schedule, which some organizations may expand (e.g., add weekend or evening hours) to accommodate the patient backlog and demand. Text messaging should also be used to drive recall campaigns, such as those for colorectal screenings and annual physicals/wellness visits. Consider that not every outbound phone call staff members make is answered, but almost every inbound call to an organization during hours of operation is answered. Texting is a great way to inform patients that they need to call an organization. As noted, the text can put the organization's phone number at their fingertips. 3. Availability of telehealth services For those organizations already running or planning to develop telehealth programs, text messaging is the most effective way to communicate with a majority of patients and encourage them to take advantage of these virtual services. Nearly all consumers already own mobile phones. Most mobile phones can access the internet and include a camera, and all can receive and interact with text messages. There is little to no learning curve for patients as most know how to use their phone for texting, and most have used videotelephony programs (e.g., FaceTime, Skype, Facebook Messenger). There is no need for someone to have wi-fi, a computer, speakers, or even be at home to access telehealth services through their mobile phone. After scheduling a telehealth appointment, organizations can send a text message that includes the direct hyperlink to initiate the consultation and the time when the patient should click the hyperlink. Once the link in the text is selected, a web browser or default videotelephony app will automatically open and the camera on the phone should activate. This makes telehealth simple for patients and helps further optimize the billable time for telehealth visits. 4. Providing safety directions to patients While efforts to "flatten the curve" seem to be working, the risk of contracting COVID-19 remains high in many areas of the country. Organizations should use text messages to explain to patients the safety directions they are expected to follow for their appointment. This may include changes to check-in and discharge procedures, wearing of personal protective equipment (PPE), and new waiting room policies. 5. Discussing safety directions If an organization wants to speak with patients to review these directions, a text can inform patients about this need and then include the phone number from which the organization staff member will be calling and the time of day patients should expect the call. This will increase the likelihood that patients answer a call from a number they may have otherwise not recognized. 6. Reminding patients about appointments Texting patients is a proven way to reduce cancellations, no-shows and no-goes. Prior to an appointment, organizations should send a text that reminds patients about their scheduled treatment. The text can also include a reminder or information about required preparation for the treatment (e.g., fasting), directions to the organization, safety policies, and the organization's phone number if patients have questions. This is also a good time to tell patients that if they are not feeling well, they should reach out to cancel their appointment. 7. Informing staff and vendors about new policies and procedures As with patients, organizations should use texting to tell staff and vendors who will be coming to the organization about changes to policies and procedures, such as those concerning pre-screening, screening upon admission, vendor check-in and wearing of PPE. Such an effective use of mass texting capability can also serve to remind staff and vendors about the need to avoid traveling to the organization if they are not well. 8. Increase top-line revenue As discussed, using texting for appointment-related messages reduces cancellations and no-shows. Not only can you more effectively identify which patients plan to keep their appointment, but staff also can identify patients who need to cancel or reschedule. That gives staff a chance to fill that appointment slot with other patients. Organizations can also send well-worded and polite texts reminding patients of their payment responsibility — either upcoming or overdue — and the manner in which they can pay for treatment. Include a link to an online bill pay website, if you offer such a payment mechanism. This approach to securing payment is familiar to most people, since many other industries already use texting for payment prompts, including most major credit cards and many banks. 9. Keeping stakeholders current on changes During these uncertain times, policies and procedures in place one day may need to change for the next. Text messaging is a fast, effective way of keeping stakeholders current on rules and expectations. Mass texting is also valuable in the event that an organization must quickly inform stakeholders of a significant development, such as a visitor testing positive for the novel coronavirus. 10. Boosting staff morale While most text messages sent by organizations will concern safety and business matters, there is another beneficial way to use the technology: providing emotional and inspirational support to staff during this unprecedented and uncertain time. Sending an uplifting text message can have a positive impact on mental health. There's No Better Time to Add Text Messaging Capability 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 they can incorporate two-way text messaging as a communication platform or further expand its existing use as a way to more effectively navigate the challenges of the current health crisis. Organizations interested in adding text messaging should schedule a demo of the Dialog Health platform, text or call (877) 666-1132 or email info@dialoghealth.com.

During this pandemic, we're helping clients communicate about safety and business matters. On the safety side, texts address new precautions, screening procedures and general wellness guidance, among others. On the business side, texts are going out that address issues including patient appointments (scheduling and rescheduling), staffing assignments and virtual leadership meetings. By leveraging texting, providers are getting these timely, relevant messages into the hands of stakeholders in a fast and highly efficient manner. We are also helping clients send another type of message: those that provide emotional and inspirational support to their staff during this unprecedented and uncertain time. Here are a few examples of such texts our clients are sending to help lift the spirits of their team members: "Sometimes we are tested not to show our weaknesses but to discover our strengths" – John F. Kennedy. As you know we have been tested these past few weeks, but it's the confidence we have in our team that assures us we will return from this stronger and better than before. Until that time, please know we are wishing you and yours good health. "The pessimist sees difficulty in every opportunity, the optimist sees opportunity in every difficulty." – Winston Churchill. As we enter another week of challenges, we want to acknowledge our amazing staff during this difficult time. We encourage you to take this opportunity to focus on positive, knowing that we are doing everything we can to get back to normal. We look forward to seeing you all again. During this challenging time, we want you to know that we are appreciative of everything you do and the sacrifices that have been made. Your selflessness is a reflection of our patient care and represents the best of our centers. We look forward to coming back together as soon as possible, but in the meantime, we wish you good health. "Resilience is the capacity of a system, enterprise, or person to maintain its core purpose and integrity in the face of dramatically changed circumstances." – Andrew Zolli. We know that in the months to come we will be able to look back and take pride in how our entire team responded to this unprecedented crisis. Please know that we are thinking of you and wishing you all good health during this time. We are in this together. We know that during this time of uncertainty and anxiety, many of us may be struggling. Whether it's due to self-isolation, lack of time with loved ones and/or the simply watching the news, please know that you are not alone and it's okay to not be okay. If you are in need of assistance or if our team can be of a resource for you, please don't hesitate to reach out. We are here for you. Your mental health is important and we encourage you ask for help if needed. As we enter another week of challenges with the COVID crisis, we encourage you to take this opportunity to embrace the time with your family and or loved ones, to find ways to help others, and take time for yourself, knowing that we will get through this period. Know that we are grateful for each of you and proud of your continued commitment to our centers. While we may not have envisioned clients using the Dialog Health platform to send such uplifting messages, we could not be prouder that they are doing so. As we have said before, we will get through this. Together. We just need to stay compassionate, connected and safe.

FRANKLIN, Tenn. April 3, 2020 – Dialog Health, a two-way texting platform that enables information to be pushed to and pulled from patients, caregivers and healthcare facility staff, announces it is expanding support for organizations interested in leveraging text messaging to establish and expand their telehealth programs. "Text messaging should be part of any telehealth program," said Brandon Daniell, president and co-founder of Dialog Health. "It is the most effective way to communicate with a majority of patients and encourage them to take advantage of available telehealth services. The telephone is a ubiquitous telehealth tool at a time when telehealth is fast becoming crucial. A text can turn the mobile phone into a powerful telehealth tool." As a result of social distancing and rules limiting face-to-face interactions during the COVID-19 pandemic, telehealth has taken on greater importance in the delivery of care. Furthermore, some federal privacy regulations have been relaxed and payment policies broadened to encourage increasing access to telehealth services. Healthcare providers nationwide can now deliver a wide range of billable services via telehealth, including the Medicare annual wellness visit, virtual home health visits, post-discharge follow-up appointments, and initial patient assessments. "But as practices and other facility types are finding, there are technical, accessibility and engagement challenges that often accompany the launching of telehealth services," Daniell says. "To address these challenges, organizations can turn to text messaging." Texting is advantageous for numerous reasons. Two way-texting platforms are SaaS products only requiring internet access, so facilities do not need to invest and set up new hardware. Nearly all consumers already own mobile phones. Most mobile phones can access the internet and include a camera, and all can receive and interact with text messages. There is little to no learning curve for patients as most know how to use their phone for texting, and most have used videotelephony programs (e.g., FaceTime, Skype, Facebook Messenger). There is no need for someone to have wi-fi, a computer, speakers, or even be at home to access telehealth services through their mobile phone. Organizations can send text messages that include hyperlinks to initiate telehealth consultations (see Image #1). A texting system like Dialog Health informs a provider when a patient receives the text. Once the link in the text is selected, a web browser or default videotelephony app will automatically open and the camera on the phone should activate. As the demand for telehealth services has surged in recent weeks, Dialog Health has received numerous requests from organizations interested in pairing text messaging with their telehealth programs. To meet these needs, Dialog Health has expanded its customer service and support team to help with setup, messaging and inserting links. One such organization that has partnered with Dialog Health to strengthen its telehealth program is Medalliance Medical Health Services, a diagnostic and treatment center in Bronx, N.Y. "Dialog Health has helped us stay connected with our patients and keep them informed during this critical time," says David Alejandro, marketing and community relations director. "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." "Facilities are looking for ways to help ensure high quality of care during these challenging times," Daniell says. "Telehealth and texting are two solutions that organizations should strongly consider." Organizations interested in adding text messaging to their telehealth program should visit the Dialog Health website, email info@dialoghealth.com or call (877) 666-1132. 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, call (877) 666-1132 and follow Dialog Health on LinkedIn.

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

So much has transpired over a short amount of time. How we connect with each other and conduct day-to-day business looks very differently than just a week ago. Our priority here at Dialog Health is to ensure our teams and clients are not only safe but can communicate critical, timely information to those who need it. We are prepared to get through this together. In the past two weeks, Dialog Health has increased its support resources to help our clients deliver the crucial, ever-changing COVID-19 communications to their patients, employees, caregivers and vendor partners. We have fast-tracked setup and training for our Mass Text Alerts service. We have also provided text messaging best practices and education concerning FCC guidelines and exceptions for emergency texting communications. Here are how our clients are using the Dialog Health texting platform to communicate updates about COVID-19: 1. Emergency/Mass Text Alerts: Our cloud-based platform allows clients to create and quickly send out mass text messages. While our system is self-service and easy to use, our support team is helping those who require training, assistance with sending messages or help going live with the platform. 2. Virtual Connection via Text Messaging Links: Our clients are making sure their employees, patients and caregivers are receiving the necessary access to virtual meetings, video conferences, web chats and more via links embedded in text messages. Clients know that by texting links, they will have a better open rate and engagement than if the links were emailed. For first-time users of this solution, we are helping with setup, messaging and inserting links. 3. Business Continuity in Uncertain Times: Our most-used solution — two-way texting appointment reminders — is helping our clients postpone, reschedule or confirm and keep thousands of appointments in minutes. Our platform allows users to automate and schedule text messages based on their specific criteria, whether they need to reschedule all upcoming surgeries or inform staff that they cannot enter the building. The system allows clients to send text messages to the right group of people at the right time. Our support team is helping with any resources needed to send campaigns. Finally, we have an Emergency Preparedness via Text Messaging service operational and ready for use. While we hope our clients never need it, we are grateful during times like these that we are ready and able to help. We will get through this together. We just need to stay compassionate, connected and safe. Sincerely, Brandon and Sean Brandon Daniell Co-founder, Dialog Health Sean Roy Co-Founder, Dialog Health

As the coronavirus continues to spread in the United States, Brandon Daniell, president and co-founder of Dialog Health, shares examples of messages ambulatory surgery centers (ASCs) should share with those individuals who come their facilities. In "Coronavirus communications from ASCs: 7 critical messages," Daniell identifies messages that should be directed toward patients and their family, staff and vendors to help improve safety and better engage these individuals in preventive measures. Daniell then explains why texting is the most efficient and effective platform for such mass communication. Access Daniell's column on coronavirus communications. Becker's Clinical Leadership & Infection Control, part of the Becker's Healthcare family of publications, provides guidance and analysis on clinical quality, patient safety, infection control and accreditation issues.

FRANKLIN, Tenn., March 9, 2020 – As the coronavirus continues to spread nationwide, Dialog Health is advising healthcare facilities to place a priority on delivering effective messaging concerning infection prevention and protocols. "The coronavirus represents a significant unknown that is impacting people and processes in ways that known entities like the flu do not," said Brandon Daniell, president and co-founder of Dialog Health, a two-way texting platform that enables information to be pushed to and pulled from patients, caregivers and healthcare facility staff. "There is a growing sense of panic that this unknown is now fueling. While the panic is not all justified, it cannot be ignored." Healthcare facilities have a responsibility to keep patients, staff, providers and vendors safe. "At a time like this, timely communication and appropriate messaging are even more critical," Daniell said. Here are examples of messages healthcare facilities should consider sharing with the people coming to their buildings. For patients and vendors: "If you are not feeling well or are taking care of someone who is ill, please contact us to reschedule your appointment." For staff: "If you are not feeling well or are taking care of someone who is ill, please call the office to reschedule your shift." For anyone: "Please be advised that we have implemented a NO handshake policy on the premise at all times." For staff and providers: "As a valued team member, please remember the importance of following hand hygiene, masking and all other hygiene-related policies per your training." For patients, family members and vendors: "While in our waiting room or other areas of the facility, please cover your nose and mouth if you sneeze and cough. We have tissues and hand sanitizer located throughout the waiting room for your use. Please use both!" For everyone: "To reduce your risk of spreading infection, remember to wash your hands frequently with soap and warm water for at least 20 seconds. It helps to sing 'Happy Birthday' twice. Also, keep your hands away from your eyes, nose and mouth." For staff: "Remember that we have changed our patient pre-screening and screening upon admission policies to include asking where patients have traveled. If you have any concerns about admitting a patient, please speak with your supervisor." Spreading the Word, Not the Virus It is essential to establish processes to best ensure these and other timely messages are distributed in an efficient and effective manner. Posting notices on facility websites, social media and around the building itself are worthwhile. Outbound communication like phone calls and emails can work as well. But texting is likely your best option for mass communication. "Text messaging is a proven method for quickly reaching and successfully engaging with patients, staff, providers and vendors," Daniell says. "If you need to get a message out fast, to a significant number of people and with a high degree of confidence that your audience will receive and read it, send that message as a text." Daniell continues, "We like to say that, 'The time to deploy texting is well before it is needed.' With the coronavirus likely to continue spreading for some time, bringing with it even more panic, the time to deploy texting is as soon as possible." Interview Requests Members of the media interested in speaking with Brandon Daniell about text messaging, emergency preparedness and mass communication should email info@dialoghealth.com or call (877) 666-1132 if on a deadline. 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, call (877) 666-1132 and follow Dialog Health on LinkedIn.

Brandon Daniell, president and co-founder of Dialog Health, explains how radiology departments can leverage text messaging to boost revenue in a new column for Diagnostic Imaging. In "Two-Way Texting: The Simple, Effective Way to Reduce Radiology Revenue Loss," Daniell examines why radiology departments lose significant uncaptured revenue and explains how texting and text reminders can help departments enhance several areas of their operations, include topline revenue, waste and workflow. Access Daniell's column on radiology texting. Diagnostic Imaging is an online publication that informs and engages radiologists and other medical imaging professionals with the latest news and commentary in medical imaging. It is published by MJH Life Sciences, the largest privately held medical media company in the United States.

By Brandon Daniell, President, Dialog Health While listening to the news headlines during my commute, I kept being reminded of the motto of the Boy Scouts: "Be Prepared." Be it natural disaster, weather, power outage or new potential threats, how would your business handle communication with your employees, customers and other stakeholders? Late last year, we had an article featured in Becker's ASC Review discussing reasons why surgery centers need a mass communication plan. In reality, all businesses need such a plan. Here are four of the scenarios when businesses will need to deploy a mass communication plan as highlighted in the Becker's article. I've added a fifth after today's commute. 1. Disasters. Disasters have the potential to wreak havoc on a business. An effective mass communication plan will inform stakeholders of changes in operations. 2. Weather. As with disasters, the likes of a blizzard, tornado or hailstorm can force a business to at least temporarily close. Delays in conveying time-sensitive updates to individuals planning to travel to the building will create increased risk. 3. Power outages. While some businesses have backup generators, their use is intended as temporary. During times of extended power outages, businesses will want to inform key stakeholders with relevant updates until the power is fully restored. 4. Active shooters and workplace violence. Mass communication can inform staff of what is happening during such incidents, helping them make decisions to aid in the response and keep others away from the location. 5. Unknown. As the president of a company, I have found myself thinking about communication with my employees if the coronavirus or another new development rapidly spreads in the country and forces disruption of our daily business activities. The article featured in Becker's ASC Review goes on to explain why text messaging should be the mass communication method of choice for ASCs. Since businesses of all types can expect to experience the scenarios outlined above, texting should be an essential communication part of their emergency preparedness plan. The time to deploy texting is well before it is needed. Stay prepared, stay healthy and stay safe.

Brandon Daniell, president and co-founder of Dialog Health, explains why gastroenterology (GI) practices and their affiliated ambulatory surgery centers (ASCs) should use text messaging to drive their recall programs in a new column for Becker's ASC Review. In "10 reasons text reminders can be a GI recall program game-changer," Daniell examines the importance of developing an effective and efficient recall program, reviews the shortcomings of using mailed letters and phone calls, and identifies many of the benefits that come from leveraging texting and text reminders. Access Daniell's column on using text reminders for GI recall. 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.

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