Confirm Appointments by Text: Scheduling Automation for Healthcare Providers

Posted: September 9, 2022 - By Health Dev

Healthcare providers face various challenges in patient scheduling, and no problem is more significant than missed appointments. A critical cause of missed appointments is the patient misunderstanding of how the doctor’s scheduling system works.

Automation services like confirmation appointments by text greatly help healthcare providers and specialists reduce missed appointments and further bridge the gap between patient and doctor. For example, patients can type “C” to respond to a confirmation appointment text. A text confirmation appointment system is clear and straightforward and provides a systematic way to remind patients to visit the healthcare provider on the right day and time.

Many of the essential procedures that keep healthcare providers and practices running have been simplified and enhanced by automation. For example, think about the importance of reminders for medical appointments.

Previously, receptionists would spend a significant portion of each day calling patients to confirm that they still planned to attend their scheduled appointment. However, many patients still failed to attend their scheduled appointments, even after being reminded by phone.

For every patient who didn’t show up, the practice lost money. Automation has helped change all of that. Patient appointment reminders can be sent automatically by integrating with your appointment scheduling software. In addition to a phone call the day before, patients can receive multiple reminders via different channels at different times. For example, a busy patient may want you to send a reminder the day before the appointment or an email a few hours before. These multiple reminders are simple to accomplish with the right solution and eliminate the need for your office to schedule each reminder manually.

Will a Confirmation Appointment Text Benefit Patients?

Yes, an automated appointment confirmation system can help improve patient check-in and reduce forgetfulness, improving practice workflow.

Appointments missed by patients hurt care, efficiency, and educational opportunities for everyone. Even with the convenience of same-day scheduling, the cost of missed appointments remains substantial. On average, patients miss up to 42% of scheduled appointments. This ongoing difficulty necessitates using an automated appointment confirmation system for all specialties, especially for the high-demand fields like plastic surgery, orthopedic surgery, oral and maxillofacial surgery, cardiology, pediatrics, and so many more.

Previous studies have found that patients who regularly miss appointments tend to be younger and less well-off.

People with a history of missed appointments, use of public health services, and psychological or social issues are not uncommon among them. The appointment’s significance is lost on them, and they are less likely to find it helpful.

The longer it takes to see the healthcare provider, the more likely the scheduled person won’t show up. Longer wait times have been linked to lower satisfaction, leading to less reliable appointment keeping.

Healthcare providers reported positive changes when patients could confirm appointments by text via automated appointment reminders. A text appointment reminder service added value and numerous benefits to their practices, such as:

·       Improved revenue

·       Reduced number of no-shows

·       Improved patient compliance

·       Optimized use of scheduled appointments

·       Reduce unfilled appointments

·       Increased patient capacity

·       Practice office staff will regain time to focus on their primary tasks

Systems that allow patients to confirm appointments by text are a cost-effective and easy way for healthcare providers to keep in touch with their patients and increase the likelihood that they will show up for their scheduled appointments.

Using automated appointment reminders improved efficiency and productivity by decreasing the number of no-shows and the total time receptionists spent confirming patient appointments.

Why Do Patients Miss Doctor Appointments?

Patients have given a variety of explanations for not showing up to their scheduled appointments, including simple forgetfulness. Unfortunately, missed appointments are standard throughout the healthcare industry, from dermatology and pediatrics to oncology.

There are also challenges in personal finances, transportation issues, childcare, and arranging time off from work. We consider these logistical challenges, and they are not easy to address from the side of the healthcare provider.

Not only that, but patients who were feeling better and those who were too sick to come did not show up. There have been many attempts at intervention, but so far, none have been consistently successful.

Studies show that sending a friendly nudge through a text appointment reminder service and other electronic messaging systems has proven to be most effective in reducing missed appointments. Patients can easily confirm appointment text with the least effort, but the impact on the doctor’s scheduling is substantial.

Another study revealed additional causes of missed appointments: lousy weather, anticipated long lines at the practice, family issues, and plain forgetfulness.

The last identified cause, forgetfulness, is a significant theme that coincides with all the other factors contributing to missed doctor appointments.

People have a lot going on, and in their rush to take control of the situation, they forget that they have doctor appointments. Some say that childcare becomes a problem, and in fulfilling their other obligations, they miss their appointments in favor of other appointments. We must also look at the potential role of information overload, which also leads to forgetfulness.

Patients’ missed appointments were also attributed to the unreliability of public transportation. As a result, many patients who miss appointments tend to rely on family and friends to drive them to healthcare providers. Without the aid of these “good Samaritans,” some of them can’t come at all.

Some patients also cite illnesses as a reason they couldn’t show up or show up on time. However, worsening clinical symptoms are a significant factor in missed appointments.

Unfortunately, outpatient care often takes a backseat to family, employment, and other obligations.

Some patients end up canceling their doctors’ appointments because of conflicts with work or family life. Some patients prefer to work because they are only employed temporarily or seasonally. Practice visits are often not attended because of unanticipated work obligations. As a result, work commitments are not uncommon to preclude attendance at scheduled appointments.

Making Ways for Patients to Confirm Appointments by Text 

Forgetfulness is the number one cause of missed outpatient visits. Appointment reminders via electronic means, such as text messages, phone calls, or emails, are a solid and consistent solution to this problem.

Healthcare providers from varied fields like cardiology, pulmonology, ophthalmology, oncology, colon & rectal surgery, general surgery, and anesthesiology will significantly benefit from a text appointment reminder service.  

Healthcare providers should start asking patients what method of communication they prefer during the initial check-in. A patient reminder message should be sent one to three days before the appointment.

Prompts like a text confirmation appointment have been effective in previous research. Practices can also start prioritizing patient education so they can cancel their appointments in advance if they will be late or they simply cannot visit on the appointed day. Canceling appointments should also be 100% easier with a confirm appointment text system.

Automated appointment reminders help you, the healthcare provider, in two main ways. First, employees aren’t required to put in extra time on the task at the outset, which means they can focus on other things that will move the needle on efficiency and punctuality. Second, your schedule will have fewer empty spots because patients will be more likely to keep their appointments. Adjusting your daily schedule at your practice can be disruptive, so why put up with the disruptions if an automated system can help solve scheduling problems?

Calling and messaging patients could be a part-time job on its own, depending on the size of your practice or practice. An automated reminder system can help save your practice money because more patients will show up for appointments. The cost savings are valid even if you only have a small practice with just one primary receptionist.

Automated reminders also put your patients at the very heart of the practice. They can respond to confirm appointments, and the responses are automatically recorded and integrated with your schedule management software. The patient’s input into the timing and mode of contact makes the interaction feel less intrusive and more tailored than when the healthcare provider initiates it. Reminders of doctor’s visits are transformed into methods of keeping patients involved in getting better again.

The Benefits of Automated SMS Reminder Systems in the Healthcare Setting

Technology has become an invaluable tool for medical professionals. For example, when treating patients whose recall and self-report may not be accurate, doctors can get more accurate information about treatment adherence with the help of technology.

The widespread application of short message service (SMS) reminders across the healthcare industry are highly promising. According to this analysis, medical appointments and compliance reminders sent via text message are very effective.

Other healthy practices, such as self-checkups, socializing, and goal setting, were also found to benefit from SMS reminders.

1. A confirmation appointment text system can be implemented anywhere and anytime.

An automated appointment confirmation system for healthcare providers has excellent potential to improve practice workflow and reduce missed appointments. Studies found positive results associated with SMS messages in 86% of studies involving scheduling and appointment reminders and 85% of studies involving compliance reminders.

Appointment attendance and early cancellations were both improved by SMS reminders, while fewer appointments were missed altogether.

2. Practices will save money in the long run.

Doctors’ offices can save money, provide uninterrupted service, and accommodate more patients in need if they receive fewer no-shows and cancellations in advance.

The rates of medication and non-medication treatment adherence and vaccination completion were all improved using a text confirmation appointment system.

3. Confirm appointment texts have proven effective across different case studies.

SMS reminders have been proven beneficial for patients undergoing hepatitis A and B treatment, breast cancer, psychosis, stroke, IBS, asthma, skin problems, schizophrenia, high blood pressure and other heart diseases, diabetes, and HIV. Expect encouraging results when your practice begins using an automated reminder system.

4. An appointment reminder via SMS will be familiar and are already part of people’s lives.

Text messages are a standard part of many people’s daily lives because they can be sent at a low cost, easily personalized, and sent directly to the recipient. For these reasons, it’s unsurprising that many healthcare providers use SMS (among other electronic means) to enhance medical care delivery.

An appointment confirmation text can remind patients of ongoing tasks (like regularly taking medication) and one-time tasks (like getting a booster shot).

By reducing the number of no-shows for scheduled appointments, practices can save significant money by switching to an automated system that sends out text message reminders. Also, people who need extra help remembering things or sticking to a routine may find that text appointment reminder services a helpful tool.

Sending High-Quality, HIPAA- Compliant Text Messages to Patients

Which of you won’t pick up the phone unless you recognize the number? How many emails do you open and read when you receive dozens of emails daily?

According to research, nine out of ten American consumers would rather receive a text message than any other form of electronic communication. While the average opening rate for emails is a sturdy 20%, the average opening rate for SMS is 98%. Almost all SMS are read within the first three minutes after the person receives them.

Other surveys show that 70% of patients prefer SMS containing information such as care instructions, pre-visit instructions, appointment reminders, and appointment confirmations.

The fact that 68% of medical offices use text messaging to communicate with patients demonstrates that this is widely understood and implemented. However, HIPAA-compliant text messaging will only benefit healthcare providers, mainly in administrative tasks like reminding patients about their appointments. Appointment reminders sent via SMS benefit everyone.

Instead of the longer explanations you may be used to in emails and longhand letters, you are mostly limited to 160 characters before the message splits into multiple parts. You can send longer messages, but they may sometimes not be displayed correctly.

Therefore, your text message should only include essential information, such as information about the sender, the time, date, and where the patient must go. If it’s an appointment reminder SMS, please include additional instructions for confirming the appointment, canceling, and rescheduling. Make sure patients remember to bring all necessary paperwork and identification.

Ensure your patient has permitted you to send them texts as part of your appointment reminder strategy. Don’t include sensitive patient information; provide a way for patients to opt-out of receiving text messages from you.

Never send more than three appointment reminder texts to a patient at a time to avoid aggravating them. Many doctors and practices now use automated text messages to remind patients of their appointments, sending the first one a week beforehand, then again three days beforehand, and finally, 24 hours beforehand. But, of course, you shouldn’t send patients texts too early or too late in the day, either.

If your patient confirms their appointment after receiving the first message, you will only need to send a reminder text the day before the appointment. The frequency of your appointment reminder texts may need to be adjusted based on the results of your regular patient engagement surveys.

Your message’s tone is crucial, so put some thought into finding the happy medium between friendly and professional. Use the patient’s first name consistently and insert personalized fields into your text messages.

In addition, it is imperative that all texting with patients abides by the applicable compliance rules and regulations.

Check that the messaging app you use complies with HIPAA standards to prevent costly penalties. The only reliable method of protecting sensitive medical data, encryption, is at the heart of all these solutions. In addition to these guidelines, ensure that your staff receives regular training on the legal requirements for provider-patient communication. To do otherwise could lead to fines, unhappy patients, and brand damage.

Conclusion: Even Better Healthcare is Possible with Automated Appointment Confirmation Systems

Automated text appointment reminder services are among medical practices’ most helpful automation upgrades. Automated patient reminders effectively reduce no-shows by an average of 34%. Not only can patients’ health suffer when they don’t return for follow-up care, but the intangible costs of no-shows can have a substantial negative impact on your practice and the bottom line.

The yearly cost to the US healthcare system due to missed appointments is estimated to be over $150 billion. You likely see around 24 patients daily, and about 18% are no-shows. These figures may translate to $112 for every missed appointment and $120,000 in annual lost revenue.

Patients who miss appointments disrupt office operations and put themselves at risk for more serious medical problems. But, of course, it’s impossible never to miss an appointment because life gets in the way.

Many missed appointments can be avoided, and patients can stay on track with their treatment if reminders are sent out. In addition, consistency in care reduces costs for both patients and practices by reducing the frequency with which complications arise and the length of time spent on each patient.

Do you ever feel that something’s not right on some days?

One late patient can completely derail an otherwise successful day. Numerous aspects of your practice depend on how well your office runs.

With the help of automated reminders, you’ll never have to say that you forgot an appointment again. The stress level decreases when the office runs on time. You’ll have a more loyal clientele and workforce because of making everyone happier.

You probably didn’t hire your employees with the expectation that they would spend most of their time on the phone, messaging, or calling patients. Calling patients who have scheduled appointments with you is time-consuming and could be better spent on other matters for your practice.

You can help your staff save more time by automating appointment reminders. Imagine what your front desk staff could accomplish if they weren’t forced to spend so much time messaging and calling patients to remind them of appointments. Consider what that boost in productivity could do for your workplace

Automated patient reminders can help your practice save money, time, and effort. In addition, the patient appreciates the timely reminder and the flexibility of receiving messages at their convenience.