EzWebTexting – Free Patient Texting Software

Looking for a free patient texting software? EzWebTexting has you covered. Text your patients from your desktop – one by one or automatically! Contact us today.

Patient texting, in our experience, is by far the easiest way to stay in touch with your patients. We cut down our centralized healthcare call center efforts by more than 70% by using SMS texting.

SMS templates

There’s no silver bullet of what SMS works and what does not. You need to experiment with what works with your patient population. EzWebTexting, our free patient texting software allows you to create SMS templates that you can experiment with. We also include our patient contact center teams’ tried and tested messaging templates.

Message delivery status

Our patient texting software platform tells you the delivery status of SMS sent. If an SMS is not delivered, you do not have to waste money on sending SMS to undeliverable numbers. On top of it, EzWebTexting also alerts about landline vs mobile numbers before you send the SMS.

Labeled conversations

We drew inspiration from Gmail and handle labels the same way. When you have large volume of SMS to handle, you cannot possibly have them all sitting in the inbox (much like what we do with our emails). It is really helpful to be able to file SMS away into folders like we do with emails and be able to search for the text later one.

Patient name suggestions

If we cannot identify a phone number from your patient list, we can still show you suggested patient names when you text someone. However, please keep in mind that such patient names are merely suggestions, based on the intelligence that we discover from the public domain. As soon as you have a conversation with the patient, we recommend that you update / save the patient data with the actual information you receive from your patient.

Standalone or EMR connected

EzWebTexting lets you be productive whether you are connected to your EMR via our software or not. If you’re not connected to your EMR via EzWebTexting, you can still operate by just uploading patient data via CSV files. All your have to do is to upload new patients every day via a CSV file.

We remind you, in the first SMS itself, to ask for the patient’s consent to communicate over SMS. It’s as simple as “Hi <patient 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.”

If the patient does consent to it, this information is saved in EzWebTexting and can be documented in the EMR as a note. Then, you can share PHI information over SMS. If the patient does not consent to it, you can still communicate but not share PHI.

Patient Texting Campaign Management

Referrals SMS

As soon as a referring partner sends a referral either via your website itself or using a patient referral platform, the patient can be sent an SMS and be asked to get involved in their care. Our call center team has discovered that patients that get involved in their own care and appointment, tend to show up for appointments more. We provide you with recommended SMS templates.

Demographics updates

Our patient contact center and billing team recommends that you ask patients for demographics updates periodically. This helps future billing and patient retention processes. We have SMS templates for this – you can also build your own.

Insurance updates

Our medical billing team recommends that you ask patients for insurance updates periodically. This helps future billing and patient retention processes. We have SMS templates for this – you can also build your own.

Our patient contact center team helps our healthcare customers practice “contact less checkin”. One of the first SMS a new patient gets after their appointment confirmation SMS is to sign consent forms. We can build your consent forms for you or you can build your own.

Appointment confirmations

As soon as an appointment is confirmed by our front desk / call center agent, the patient gets a text with the details. This actually gives the front desk and call center agents a reason to ask for patients’ cell phone numbers as well. This has been great success thus far and patients are more than happy to receive the appointment confirmation plus location details via text. We have prebuilt texting templates for this. 

Appointment reminders

The national average no show rates hover around 30% and customers come to us with similar or higher no-show rates. This is where appointment reminder text messages help. We have noticed that sending appointment reminders 7 days before, then 2 days before and finally on the day of the appointment helps reduce the no-show rate. In each reminder SMS, we also give the patients the option to reschedule the appointment (we try not to use the word cancel in our SMS messages – just human psychology). Feel free to use our prebuilt templates. 

No-shows re-appointments

We have found that if the patient is contacted within a week of their being a no-show for their appointment, 90+% of patients agree to coming back for another appointment. As with every other text message, our patient contact center team also follows up with patients if they do not respond to our SMS.

Re-appointing cancellations

Patients cancel for various reasons. We have noticed that if we reach out to those patients, they usually agree to keeping the appointment (or making a new one). We don’t send the SMS immediately after they cancel. Instead, we wait for 2-3 weeks before we reach out to patients. You can use our template / schedule or you can create your own.

Rescheduling appointments

Patients reschedule for whatever reason and sometimes our office has to reschedule them as well. Reasons include prior authorization not clearing up on time, or insurance eligibility checks failing etc. Whatever the reason be, we do not cancel the appointment as we do not want to lose that patient. Instead, when we have to reschedule the patient’s appointment, 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? Call us <our practice number> or text us back anytime. See you soon!”. When the patient reschedules, we just send them an appointment confirmation SMS with the new date and time of their appointment.

Patient Text Blast

There are several reasons that our patient contact center team has to send a blast of text messages to multiple patients. During COVID, we ended up requesting the patients to cancel / reschedule their appointment in mass.

For times when we need to reschedule a patient due to unavoidable situations (issues in the office, provider could not make it to the office), having the ability to send SMS blast truly helps.   

Recall patients

We are able to increase our patient pipeline tremendously by re-appointing patients that have fallen out of care for more than 6 months. Typically many patients end up thanking our providers for calling them back in for an appointment. Our providers have been told by patients “Thank you for looking out for my health. I usually do not remember these things”. This really boosts the morale of the practice staff. To recall patients, simply use our pre-built texting templates or create your own.

Satisfaction surveys

Typically we send patient review requests within 30 mins after the patient is marked as CHECKEDOUT in our customers’ EMRs. However, sometimes (around once a quarter), we do send out satisfaction survey requests as well – the results are looped back into feedback for our practice staff and doctors. Create your own satisfaction survey text template or use our suggested ones.

Patient reviews

We encourage you to send patients text messages to leave reviews on the day of their visit. We have noticed that patients not only leave reviews on Google or Facebook but often they also just send their “reviews” back via SMS instead of leaving a google or facebook review. We typically respond to those SMS requesting the patient to leave the same review online – some of the times patients do actually leave a review on Google/Facebook.

Payment confirmations

This is one way for us to keep patients’ credit cards on file and also to capture patients’ cell phone numbers. Our patient balance collection teams have noticed that when we ask patients “where should we send you a patient confirmation receipt?” – they gladly give sus their cell phone numbers. Try out our templates or create your own.

Patient balance payment reminders

Even though patients get ticked off with patient reminders, it’s still a necessary evil. You need to get it done. Use our tried and tested templates to gently remind the patient to pay!


FAQs

Why use SMS texting in healthcare?

Research has shown that almost 90% of patients stated that they wanted to use SMS texting to communicate with their doctor offices while only 10% said that they prefer patient portals. Mobile web traffic is already higher than desktop web traffic – read the stats here. Google is focusing on local search as well. In other words – the world is using mobile more and more each day (and this trend will only continue).

Campaign Monitor published a research that shows that SMS open rates are as high as 98%, compared to just 20% of all emails. Our healthcare call center has seen similar numbers as well. On top of this, we have found that SMS are replied to within 60 seconds of sending the message. This far exceeds our open and response rates compared to emails.

We are not saying that email is dead or that you should not use email for communications. In fact, our recommendation is to use a mix of both.
However, the fact remains that the ROI of SMS communications with patients is extremely high – in addition to reducing the manpower overheads of calling patients.

What patient communications can be over SMS?

Our patient contact / call center team communicates with our patients about the following (non exhaustive list):
– New referral from referring partners
– Patient demographics update request
– Insurance card update request
– Consent form signature requests (part of digital patient intake)
– Appointment confirmation
– Appointment reminders
– Re-appointing no-shows
– Re-appointing cancellations
– Rescheduling appointments
– Patient bumps
– Reappointment of recalls
– Patient satisfaction surveys
– Patient reviews SMS
– Payment confirmation
– Patient balance payment reminders
– Customer service queries from patients
– Billing enquiries from patients
Our call center also calls and follows up with patients that do not respond to SMS.

Is SMS HIPAA compliant?

When is SMS texting compliant? Basically, it all starts with patient consent. The first thing you need to do is to warn the patient, then get the consent from the patient. Next thing is to document these. That’s it. So, if you want to move your entire practice communications to SMS texting, you need to get this consent and send the warning via the first SMS to the patient. That’s all you need to do and you are well covered.


Sample patient texting templates

Communication consent template

It’s as simple as “Hi <patient 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.”

Template for new referral from referring partners

The SMS we send patients referred to one of our customers’ practices is something as simple as “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>. Feel free to call us anytime at <our practice number> or text us back.” 

Patient demographics update request template

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>. Call us <our practice number> or text us back anytime” 

Insurance card update request text

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>. Call us <our practice number> or text us back anytime” 

Consent form signature request template

The SMS is like this “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>. Call us <our practice number> or text us back anytime” 

Appointment confirmation SMS tempate

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>. Call us <our practice number> or text us back anytime. See you soon!” 

Appointment reminders SMS template

The SMS is like this “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, call us <our practice number> or text us back anytime. See you soon!” 

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? Call us <our practice number> or text us back anytime. See you soon!” 

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? Call us <our practice number> or text us back anytime. See you soon!” 

Rescheduling appointments 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? Call us <our practice number> or text us back anytime. See you soon!”. When the patient reschedules, we just send them an appointment confirmation SMS with the new date and time of their appointment.

Patient bumps templates

For COVID, we ended up requesting the patients to cancel / reschedule their appointment. The SMS was very respectful “Hi <patient first name>, Considering the current conditions, can we please reschedule your appointment (unless you feel you have an emergency)? Call us <our practice number> or text us back anytime”

For times when we need to reschedule a patient due to unavoidable situations (issues in the office, provider could not make it to the office), 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? Call us <our practice number> or text us back anytime. See you soon!” 

SMS 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? Call us <our practice number> or text us back anytime. See you soon!” 

Patient satisfaction survey text 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 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>”. 

Payment confirmation 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 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>”.

Hopefully this guide helps you get started with texting for your medical practice.


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