In the era of digital communication, patients are no longer restricted to calling their chiropractic providers to schedule appointments, ask questions, or receive updates on their health. Patients now prefer texting as a more convenient and efficient way of communication.
The FICO Global Survey says that four out of five people prefer text messaging to communicate with healthcare providers. Chiropractic providers who adopt 2-way text messaging to communicate with their patients can increase patient loyalty, improve patient satisfaction, and ultimately improve patient retention. In this blog post, we’ll explore why patients prefer texting and provide examples of how chiropractic clinics can use 2-way texting to increase patient retention.
A. Why Do Patients Prefer Texting
Texting is the preferred method of communication for patients of all age groups. Here are a few reasons why:
Texting is the preferred method of communication for patients of all age groups. Here are a few reasons why:
1. Convenience: Patients can send and receive texts from anywhere, at any time, without having to pick up the phone.
2. Speed: Texts are quick and easy to send and receive, and patients can get the information they need without having to wait on hold.
3. Privacy: Texting allows patients to communicate with their providers discreetly and without having to share their personal information with others who may overhear a phone conversation.
4. Efficiency: Texting allows healthcare providers to communicate with multiple patients simultaneously, reducing the time and resources needed for communication.
B. How Texting Helps in Patient Retention
Patient retention is critical for healthcare providers, and text messaging can help. Here are some ways texting can improve patient retention:
1. Improved communication: Texting allows for quick and easy communication between healthcare providers and patients. Patients can easily ask questions, receive updates, and provide feedback to their healthcare providers.
2. Increased engagement: Texting can help providers engage with patients in a more personal and convenient manner. This can help patients feel more connected to their healthcare providers, leading to increased retention.
3. Convenient reminders: Texting can help healthcare providers send appointment reminders, recall reminders, and other important notifications. This can help reduce no-shows and missed appointments, leading to increased retention.
C. 2-Way Texting Best Practices For Chiropractors
When using 2-way text messaging software, it’s important for chiropractors to use best practices to ensure effective and secure communication. Here are ten best practices for doctors when texting their patients:
- Obtain consent: Before initiating any text message conversation with a patient, obtain their consent for text messaging and email
- Keep it professional: Use proper grammar, punctuation, and language in all text messages.
- Use secure messaging: Ensure that the text messaging platform is secure and compliant with HIPAA regulations to protect the privacy of the patient.
- Avoid discussing sensitive information: Avoid discussing sensitive information such as diagnosis or treatment plans through text messaging.
- Keep a record: Keep a record of all text messages for documentation purposes.
- Set expectations: Set expectations with the patient on the frequency of text messaging communication and response times.
- Be respectful: Show respect and empathy towards the patient in all text messages.
- Inform patients: Let patients know they can text you and that you will respond.
- Keep messages short: Keep messages short, simple, and on point, but do introduce yourself, like “Hi Emily, this is Dr. Stacey from NYC Chiro.”
Chiropractic clinics must reach out to patients following an appointment or in between appointments to:
- Monitor patients’ symptoms
- Reinforce care knowledge
- Provide relevant patient education
- Schedule follow-up visits
- Share educational resources
- Get patients back to the clinic
D. How To Use 2-Way Text Messaging
Here are some examples of how doctors can use text messaging, along with some best practices to keep in mind:
Appointment confirmations
- Be clear about the appointment details, including date, time, and location.
Hi Sarah! Your appointment with Dr. Stacey at NYC Clinic is scheduled for Monday, October 3 at 4 p.m.
Appointment reminders
- Remind patients of their upcoming appointment, and include any special instructions, such as arriving early or bringing paperwork.
Hi John. This is a reminder of your appointment with Dr. Sarah on September 15 at 10 a.m. Please fill out the intake paperwork online before coming for the visit.
Reengaging an inactive patient
- Reach out to patients who haven’t been seen in a while to make sure they schedule an appointment.
Hi Ariana. This is Stacey from NYC Chiro Practice. Our records show that you have not visited our clinic in the last 6 months. Schedule it today by texting back, calling us, or booking online using this link: {{link}}.
Appointment check-in
- Let patients know they can check in via text when they arrive for their appointment.
Hi Hallie. This is Emily from NYC Chiro Care. Text us when you arrive and I’ll get you checked in.
Fill out a newly-opened appointment
- Let patients know when there are new appointments available, and encourage them to respond quickly to secure the appointment.
Hi Dan! I am Dr. Stacey from NY Chiro Clinic. We have a newly available appointment on May 10th at 8 am. Kindly inform me at your earliest convenience if you’re interested in booking this appointment. It will be on a first-come, first-served basis.
Information verification
- Use text messaging to verify patient information, such as insurance details.
Hi Hallie, I was just verifying your insurance and found it is no longer active. Do you have different insurance I can verify?
Follow up with a patient that filled out a contact form on your website
- Thank patients for their interest, and offer to follow up with a phone call to answer any questions.
Hi Jeremy! This is Stacy from New York Chiro Care. I noticed you filled out a contact form on our website. Would you be available for a quick phone call today to discuss how we can help you?
Check-in to see if a potential patient is ready to book
- Follow up with patients who have expressed interest in booking an appointment, and make the process as easy as possible for them.
Hi John! I double-checked and we accept your insurance. Are you ready to book an appointment with us?
Send an out-of-office message
- If your office will remain closed on a certain date, set an out-of-office message to let patients know when they can expect a response.
Hi Emily, this is Stacey from NYC Chiro. We’re currently out of the office but will respond to your message as soon as possible when we return on [date and time]. Thank you for your patience!
Payment posted notice
- Notify patients when their bill is available, and include a link to make a payment.
Hi Andriana! This is Stacey from NYC Chiro. Your bill is now available. Please head to {{link}} to make a payment. Thanks for choosing us for your healthcare needs.
Payment reminder
- Remind patients when their payment is due, and provide options for making a payment or setting up a payment plan.
Hi Emily, this is Stacey from NYC Chiro. Just a friendly reminder that your payment of $60 for your latest visit is due tomorrow. Please call this payment link or use the online portal to make your payment. Thank you.
Payment past due alert
- Let patients know when their payment is past due, and provide options for making a payment or setting up a payment plan.
Hi Emily, this is Stacey from NYC Chiro. We wanted to remind you that your $60 payment is now past due. Please call us or use the patient portal to make your payment. Thank you.
Ask patients to leave a review
- Encourage patients to leave reviews on your website or social media pages, and make it easy for them to do so.
Hi Emily! We hope you had a great experience with us. Would you be willing to leave us a review at {{review site link}}? Your feedback is invaluable!
Conclusion
Text messaging is an effective way to communicate with patients and improve patient retention. Chiropractic providers who incorporate 2-way text messaging into their communication strategy can improve patient satisfaction, reduce administrative costs, and ultimately improve patient retention. By leveraging the benefits of text messaging, providers can improve communication, engagement, and convenience for their patients, leading to increased retention and better health outcomes.
