ClientTracker Texting Tips
If you run an acupuncture or alternative medicine practice, you know how frustrating missed appointments can be. No-shows don’t just waste your valuable time, they cost money, too.
That’s why some form of an automatic text message reminder system is standard practice at most medical facilities. This guide will explore how text message appointment reminders can help, and some tips for a successful texting strategy.
That’s why some form of an automatic text message reminder system is standard practice at most medical facilities. This guide will explore how text message appointment reminders can help, and some tips for a successful texting strategy.
How do patients prefer to be reminded?
In 2017, the Medical Group Management Association (MGMA) conducted a survey in which patients listed several ways medical practices could have helped them keep their appointment. 38.1% said a reminder via text message would have helped. That’s 14.3% more than those who said phone calls would have helped, and 19.1% more than those who said email reminders.
Text message reminders are more effective
So, patients prefer the immediacy of text message reminders, but what makes them so useful for reducing no-shows? Unlike emails, phone calls, and voice mail, people usually read their texts. Here is why:
Texts are read instantly.
Emails may sit in inboxes for hours or days before they get opened. 90% of texts are read within 3 minutes of receiving them! Also, their phone will alert them, and highlight that a text message is waiting to be read.
Texts are friendly and unobtrusive.
Patients can check their texts even if they’re not available to answer a phone call. And they can easily refer back to the text later if they forget their appointment time.
Texts invite an immediate response.
Less than 1% of all text messages go unread. Most people respond to them right away, because it's so easy.
Texts are read instantly.
Emails may sit in inboxes for hours or days before they get opened. 90% of texts are read within 3 minutes of receiving them! Also, their phone will alert them, and highlight that a text message is waiting to be read.
Texts are friendly and unobtrusive.
Patients can check their texts even if they’re not available to answer a phone call. And they can easily refer back to the text later if they forget their appointment time.
Texts invite an immediate response.
Less than 1% of all text messages go unread. Most people respond to them right away, because it's so easy.
ClientTracker makes text reminders simple
ClientTracker's famous ease-of-use makes it easy to set up and benefit from text message reminders. For years, our customers have enjoyed the benefits of Automatic Confirmation Emails, by setting up a template that includes key information. The program sends a reminder when the appointment is made, and again 1-3 days before the appointment, and these settings are flexible. You can even resend a reminder anytime, right from the appointment list or individual appointment pop-up!
Now, text message reminders can be seamlessly added to this powerful and convenient feature. Simply enter a 10-digit phone number for a client, designate it for receiving reminders, and indicate whether the client prefers to receive reminders as email, text, or both. ClientTracker takes care of the rest!
You can even receive replies to appointment reminders from your clients, right within the program, which makes it simple to respond if they need to reschedule. You can pop open a "chat view" window that looks like the text display on your phone, type a quick reply, and negotiate a new appointment time.
Now, text message reminders can be seamlessly added to this powerful and convenient feature. Simply enter a 10-digit phone number for a client, designate it for receiving reminders, and indicate whether the client prefers to receive reminders as email, text, or both. ClientTracker takes care of the rest!
You can even receive replies to appointment reminders from your clients, right within the program, which makes it simple to respond if they need to reschedule. You can pop open a "chat view" window that looks like the text display on your phone, type a quick reply, and negotiate a new appointment time.
How to compose effective text reminders
Text messages are unique because everybody likes to keep them short and sweet. Here are some general tips for composing effective appointment reminders:
It makes sense that many no-shows occur because patients don't write down the time and date, or they make a mistake. That’s why it’s essential to include the appointment details in your reminders. And by asking patients to confirm appointments via text, you can reduce the number people who simply forget to cancel.
- Keep your messages brief, and easy to read
- Include the date, time, and location of the appointment
- Remind patients of when and how to reschedule, if needed
- (Optional) Ask patients to reply Yes or No to confirm
It makes sense that many no-shows occur because patients don't write down the time and date, or they make a mistake. That’s why it’s essential to include the appointment details in your reminders. And by asking patients to confirm appointments via text, you can reduce the number people who simply forget to cancel.
Avoid Texting Charges By Being Brief
All text messaging incurs a cost for someone. Your ClientTracker Cloud license includes up to $10 in free text messages each month, after which very reasonable rates will apply. By keeping your messages brief, you can avoid extra costs, and make it easier for your clients to read and understand the important details.
Here is an example of a minimal appointment reminder message, which comes from your ClientTracker template. The information inserted by the program is shown in green.
Here is an example of a minimal appointment reminder message, which comes from your ClientTracker template. The information inserted by the program is shown in green.
Hi Melody, this is a reminder of your appt
on Wed, 9-16-20 at 10:30 AM with Rosie Meridian, LAc.
Please let us know of any changes within 24 hours.
on Wed, 9-16-20 at 10:30 AM with Rosie Meridian, LAc.
Please let us know of any changes within 24 hours.
Text Messages, HIPAA, and Privacy
Text messages can be a HIPAA compliance risk, because they are stored on the phone carrier's servers for an indefinite period of time. Best practices dictate you should avoid sending any information that would compromise the client's privacy, such as the specialty of the practitioner, the reason for the appointment, treatment services, and/or medicines.
As long as you don't send any private information, sending appointment reminders by text is not a problem.
As long as you don't send any private information, sending appointment reminders by text is not a problem.