An SMS a Day Keeps the Doctor Away

Almost all interactions in the health and wellness industry are of the face-to-face kind and often require direct communication between the client and the care provider. What better way to add to that interaction than through trusted and personalised SMS communications?

Here are several examples of how SMS effectively caters to communication requirements within the realm of health and wellness.

But first, let’s outline some of the benefits of SMS:

• SMS is instant: SMS helps facilitate the swift handling of impromptu appointment changes and appointment reminders.
• SMS is discreet: SMS allows for confidential notifications, unlike phone calls.
• SMS is confidential: Unlike instant messaging applications, the recipient of your SMSes can’t access your profile image or any other personal details.

Here are a few ways SMS is being used successfully in the health and wellness industry:

Appointment Reminders:

Sending out an SMS with the time and address of the appointment up to 24 hours before helps reduce no shows and last-minute cancellations. Clients are also replying to the SMS message to confirm or cancel an appointment.

Reminders to collect test results or scripts:

Instead of making numerous calls to a patient who doesn’t or can’t answer their phone, SMSes are being sent when test results are in, asking clients to set up an appointment or to collect a script.

Payment confirmations and reminders:

If patients intend on making payment at a later date, reminder messages are sent a few days before the payment due date. Healthcare providers are also sending thank you messages on receipt of payment.

Promotions:

Many wellness providers use SMS to market their specials or promotions. SMS is immediate and keeps clients up to date on new deals and products. A personalised SMS sent directly to their mobile phone offers immediate delivery and is likely to be read faster than through social media or email.

Notifications about office hours:

Messages are being sent to all clients or patients during the holiday season outlining the dates and times when the practice is closed. This often includes information such as who to contact in an emergency or how to make a future dated appointment.

Support related to their service offering:

For example, a general practitioner might know that one of their patients is trying to stop smoking, so they send daily SMSes offering support. Nutritionists are also sending daily meal plans to help clients on their journey to a healthier lifestyle.

Requesting feedback:

SMS messages are being sent to clients or patients asking for their feedback on anything from waiting time, to the service provider’s interaction, to how the client may feel post appointment.

Given the nature of the healthcare industry, successful communication between healthcare providers and patients is vital. SMS messages are instant, reliable and personal; features which have demonstrated to be effective in improving customer service. To top it all off, SMS messages are used to send short and important messages, keeping both patients and care providers informed and, ultimately, healthy.