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Improve Patient Outcomes and Patient Satisfaction with SMS

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September 25, 2019
By: LiveVox

Improve Patient Satisfaction with SMS

Texting is rapidly becoming a key player in communication between patients and healthcare providers. Consider the power of texting for your business:

  • 98% of text messages are opened
  • 89% of consumers would like to use messaging to communicate with businesses
  • 95% of texts will be read within 3 minutes of being sent, with an average response time of 90 seconds

Healthcare organizations and providers are beginning to recognize the value of offering texting to patients, especially as patients demand it.

The possibilities are ever-expanding, but here are some examples of how SMS is already improving healthcare:

Sylvia is at work and finds her earache is getting so painful she can’t concentrate. She texts her healthcare provider and receives a text back with a same-day appointment. She doesn’t have to discuss her condition on the phone in front of her co-workers, or even step away from her desk.

John’s wife always ordered refills for his prescriptions, but when they divorce, he can’t seem to remember to do it himself. John signs up for SMS reminders, so when he responds with a few taps, his refill is on its way, and he never misses a dose.

Jenny picks her son up from school after he hurt his arm in a soccer game. She doesn’t want to sit with him in the ER for hours next to people carrying contagious diseases. Jenny texts the ER to get a virtual place in line. She and Sam can wait on a bench outside until their turn comes up, while getting updates about their wait time on SMS.

Matt has an appointment with his doctor in the late afternoon, and his boss tells him that morning that he must be at a meeting during the same time. Matt quickly texts to change his appointment and gets back to work, preparing for the meeting.

Debbie’s doctor has told her to quit smoking, but it’s really hard, and she doesn’t feel like anyone really cares. Debbie signs up for motivational texts and she gets helpful tips and sympathetic but powerful notes signed by her doctor. Knowing someone is actually paying attention and cares about her health helps get her through the cravings.

Brenda is tired all the time, but figures it’s just what it means to work and be a mom. She gets a text asking her to consider whether she might have a sleep disorder, and she considers it for the first time. She takes a quick survey and decides to see her doctor for a sleep evaluation. A month later, she’s being treated for sleep apnea and feels much more energy, better mood and less stress.

Brad has been travelling for work and when he gets back to the US, he gets a text from his healthcare organization that his premium is overdue. He responds and pays the bill instantly, before his insurance is cancelled.

Text access is rapidly becoming a standard part of healthcare delivery. While SMS is a powerful tool, patients expect it to be integrated with their account and secured by privacy tools, so that communications are seamless, efficient and secure. Contact LiveVox at Info@LiveVox.com to discuss how you can provide satisfying customer experiences and ensure their loyalty long term.

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