Whether we like it or not, text messaging or texting is all around us.  The young have definitely embraced the technology and its use is climbing up the age ladder.  One has to admit that for quick messages “I’m running late” or “Does anyone need anything at the store?” it is a great tool.

So, as we look at its application in the dental practice, we should focus on its use for quick reminders, alerts and appointment confirmations.  Appointment and pre-medication reminders are the perfect application.  I’ve also seen them used to notify upcoming appointments that your office is running late. 

Giving a patient this kind of warning can ease the tension that can build in the waiting room as the time for the appointment gets later and later.  

Let me offer a few comments on the use of texting in the dental practice.

• Collect your patient’s preferred method of communication.  Don’t assume a single method will meet everyone’s needs.  
  Some will prefer a voice message or email.  Some will want the traditional post card.  Many of your patients will want a text message. 
  Your ability to honor this preference will not only demonstrate good customer service but also exhibit your practice’s technological sophistication. 
• Be sure to get the patient’s permission to use text.  They may be on a plan that will charge them based on usage.
• Text messages may not only be preferred but may also be the most practical mechanism.  Consider patients who deal with constant background noise, spotty wireless coverage or lack of access to a desktop or laptop computer. 
  Did you know that text messages will often go through when voice contact is blocked or unavailable?
• If you are transmitting PHI (Personal Health Information), there are security and privacy concerns.  Text messages may reside on a mobile device indefinitely.  If it is lost or stolen you risk a HIPAA violation.  The best practice is to never text PHI.  

Texting can also be used to interact with automated systems.  Would you like a confirmation that the appointment or pre-medication reminder was received?  Certain systems allow this to be done through a simple reply to your text that automatically updates your appointment calendar with the confirmation.

A total reminder solution (encompassing voice, card, email and text) has been shown to reduce no-shows by up to 50% or more, increase revenue and elevate patient relationships.   

Let me echo the first text message sent over 20 years ago in this blog and wish each of my readers a Merry Christmas.  Good wishes are always a right click.