In today’s fast-paced digital world, effective communication has become crucial for success in any industry. This is especially true in the healthcare sector, where clear and timely communication between patients and provider staff can have a significant impact on the overall quality of care. With the increased reliance on mobile technology, SMS for healthcare has emerged as a powerful feature for provider organizations to enhance patient communication, lower staff time spent on phone calls, and ultimately improve patient satisfaction.
According to a study by Consumer Affairs, 97% of Americans own a mobile phone, and spend an average of 4 hours and 30 minutes on their phones each day. This makes reaching patients in their phone’s native SMS function an ideal platform for healthcare staff to increase engagement. Healthcare staff carry the same consumer expectations, preferring to communicate digitally with patients. In a recent Kyruus Health research study, our team found that 88% of front office staff at medical group and mid-level hospitals found two-way communication tools important for their day-to-day tasks. Let’s explore the benefits of SMS-based patient communication and why it should be a top priority for provider organizations.
Instant and convenient communication
Unlike traditional methods of communication such as phone calls or emails, SMS for healthcare solutions offer instant and convenient communication. With just a few taps, staff can send appointment reminders, collect outstanding balances, and other important updates to patients. This not only saves time for both parties but also eliminates the need for patients to remember to check their emails, voicemail, or patient portal for important information. In fact, a study by the Journal of Medical Internet Research found that 70% of patients preferred receiving appointment reminders via text message over other forms of communication.
Increased engagement and patient satisfaction
Effective communication is a crucial component of patient engagement, which is essential for improving patient outcomes. A study by the Journal of Medical Internet Research found that patients who received text message reminders were more likely to attend their appointments and follow their treatment plans, resulting in improved health outcomes. Additionally, SMS for healthcare allows patients to ask questions, provide feedback, and request refills or appointments easily, leading to increased patient satisfaction.
When taking a step outside of the healthcare industry, SMS marketing statistics for USA businesses tout that 95% of text messages are read and responded to within 3 minutes of being received. Additionally, the average open rate for an SMS campaign is 9%, 5x that of email (20%). It is almost guaranteed that any SMS message will be received and read. The effectiveness of SMS for healthcare can surely mirror that of other businesses to meet consumers where they are while driving increased engagement and satisfaction for provider organizations.
Cost-effective and time-saving
SMS for healthcare solutions are not only convenient but also cost-effective for provider organizations. Traditional methods of communication, such as phone calls, can be time-consuming and require additional staff resources. The last thing front office staff need is a room line full of patients waiting to be attended to while they are patiently waiting for a patient to answer the phone call —that ultimately gets sent to voicemail.
On the other hand, text messages can be automated and sent in bulk, reducing the time and resources needed for patient communication. SMS for healthcare solutions can allow staff to send alerts to all patients with an appointment that day to use an alternate entrance due to utility work, or remind everyone that hasn’t seen their primary care provider in over a year to schedule their annual exam. These methods of bulk sending, known as broadcast messaging and health campaigns allow staff to focus on other important tasks that ultimately saves money for the organization.
SMS for healthcare provides compliance with HIPAA regulations
Patient privacy and confidentiality are of utmost importance in the healthcare industry. With the rise of digital communication, it is crucial for provider organizations to comply with HIPAA regulations. Fortunately, SMS-based communication platforms offer secure messaging options that are compliant with HIPAA regulations. This ensures that patient information remains private and secure, providing peace of mind for both patients and provider staff.
It is difficult to argue that effective patient communication is vital for the success of any provider organization. SMS-based communication not only offers convenience and cost-effectiveness but also improves patient engagement and satisfaction. With the use of mobile technology not going anywhere in the foreseeable future, utilizing SMS-based communication in healthcare is a no-brainer. By incorporating this tool into their communication strategy, provider organizations can enhance patient communication, leading to better patient outcomes and overall success.
