Healthcare text message templates

These text messages have worked well for our healthcare customers. We use EZHCRM for all our customers (including healthcare). Keep in mind, before sharing any PHI, you need to receive and document patient consent.

Categorized as Call Center

Why use text messaging in healthcare

– Calling patients is expensive 
– Telephony charges are higher than SMS charges
– 80+ % patients don’t pick up calls from unknown numbers
– Phones send your calls to voicemails and junk
– Voicemails are hardly ever returned
– 95+% texts are read in 3 secs 
– You can reach 100s of patients via text messages by the time you dial and connect with ONE patient.

We use EZHCRM for both our healthcare and non healthcare customers.

Consent to receive text messages template

“Hi <first name>, Would you like to communicate via SMS with <our practice name>? Please be aware that SMS is not HIPAA secure. We need your consent before we can send you any PHI. Please reply Y if you want to use SMS or N if you do not.”

Appointment confirmation text message template

That’s as simple as sending an SMS like “Hi <patient first name>, Your appt with <dr name> is confirmed for <date time>. We are located at <location address>. Reply CALL and we will call you back ASAP. See you soon!”

Appointment reminders text message template

The SMS is “Hi <patient first name>, A friendly reminder about your upcoming appt with <dr name>, <practice name> for <date time>. We are located at <location address>. If you need to reschedule, reply CALL and we will call you back ASAP. See you soon!”

Patient satisfaction survey text message template

The satisfaction survey SMS “Hi <patient first name>, Our doctors and staff at <practice name> would love to get your feedback to help us improve. Can you please let us know here <link for survey>? Thank you so much!”

Patient reviews request text message template

This is the standard SMS that we all get after we see our doctors “Hi <patient first name>, Thank you for trusting us at <practice name> with your health. Can you please leave us a review at <google review link>”.

SMS template for new referral from referring partners

Hi <patient first name>, Dr <referring provider last name> has referred you to us at <our practice name> for an appointment. Could you please update your details so we can get you an appointment ASAP? Here’s the link <link to update their own data>. Reply CALL and we will call you back ASAP.”

Patient demographics update request text message sample

This SMS is along the lines of “Hi <patient first name>, We want to prepare for your upcoming appt. Can you please confirm your contact details so you don’t have to wait long before your appt? Here’s the link <link to update their own data>. Reply CALL and we will call you back ASAP”

Insurance card update request text message template

The SMS format is generally like “Hi <patient first name>, We want to make sure your insurance details are OK for your upcoming appt. Can you please upload your insurance card photos so you don’t have to wait long before your appt? Here’s the link <link to update their own data>. Reply CALL and we will call you back ASAP”

Consent form signature request template text message

The SMS is “Hi <patient first name>, We want to make sure you don’t have to wait long before your appt. Can you please sign these consent forms before we can see you? Here’s the link <link to update their own data>. Reply CALL and we will call you back ASAP”

Text message template for re-appointing no-shows

This SMS sample is “Hi <patient first name>, Sorry you missed your appt with <dr name>, <practice name> for <date time>. What date would work better for you to come in? Reply CALL and we will call you back ASAP. See you soon!”

Text message template for re-appointing cancellations

Something as simple as “Hi <patient first name>, Sorry you had to cancel your appt with <dr name>, <practice name> for <date time>. What date would work better for you to come in? Reply CALL and we will call you back ASAP. See you soon!” 

Rescheduling appointments text messaging template

We send them an SMS like “Hi <patient first name>, Sorry but we need to reschedule your appt with <dr name>, <practice name> for <date time>. What date would work better for you to come in? Reply CALL and we will call you back ASAP. See you soon!”. 

Patient blast text message templates – practice updates

We send “Hi <patient first name>, Sorry you but we need to reschedule your appt with <dr name>, <practice name> for <date time> as we ran into some challenges at the office. What date would work better for you to come in? Reply CALL and we will call you back ASAP. See you soon!”

SMS template for re-appointment of recall patients

To recall patients, we simply send them an SMS “Hi <patient first name>, Sorry we haven’t seen you since <last encounter date>. <last encounter dr name>, <practice name> would like to see you again. What date would work for you to come in? Reply CALL and we will call you back ASAP. See you soon!”

Payment confirmation text message template

The SMS is a simple thank you for paying their dues. “Hi <patient first name>, Thank you for your payment of <amount> at <practice name>. We appreciate you choosing us for your healthcare needs”.

Balance payment reminder text message template

The SMS is “Hi <patient first name>, A friendly reminder that a balance payment of <amount> is due for your last appt at <practice name> after processing your insurance claim. We appreciate your prompt payment at <link for payment portal>. Questions? Reply CALL and we will call you back ASAP”.

COVID results text message template

After getting consent, this SMS is “Hello from AMAZCORP laboratory
Test Results
Chei, Shina
Collected 01/22/2022
Covid 19 PCR  = Negative
If you need an email with your results, please reply with your email address. Thank you”

Which HIPAA compliant CRM to use

There are several CRMs in the market. Most of them are not HIPAA compliant (eg Monday.com, Hubspot etc). You can of course get Salesforce or Microsoft Dynamics but they are typically targeted for larger customers.

We use EZHCRM for both our healthcare and non healthcare customers. This is because
– HIPAA compliance is the default option
– Comes with ready to use text message templates