It is not recommended that SMS or messaging apps (Such as WhatsApp or Signal) are used where the patient is the instigator of the message. Delivery times or confidentiality can’t be guaranteed.
When sending outbound messages, don’t forget to tell the receiver that they should not reply and that if they do, messages will not be read (unless it’s a survey, in which case specify that the patient should not reply with medical issues).
Manage outbound message release carefully as any outbound call to action, such as a reminder to book a flu jab, will instigate an uncontrolled inbound response. So, if there is a patient cohort of 10,000, consider releasing messages in blocks of 2,000 over a defined period. Go slowly and cautiously at first, to understand the response rate, increasing the release speed at a pace that matches operational ability to respond.
It is easy to think forget about the cost of messaging as the system-led messaging used at practice-level can be detached from the billing process. Before using messaging at scale, take time to understand the cost implications.
Consider
Is messaging being used to prevent unnecessary telephone calls?
Are messaging costs fully understood?
Is there an understanding of the impact of messaging campaigns on practice operations? For example do the seasonal flu vaccination campaigns result in a spike in phone calls?
Is the impact of messaging measured against tangible outcomes, such as a reduction of DNAs?
