ers.” she says. “We eliminated hours and hours of calls.”
5. Texting can help patients engage with their PHI.
Any ASC that is considering using tex- ting as a communication channel must consider how to use texts with pro- tected health information (PHI). While it is not permitted to put PHI into a standard SMS text message, texting is an effective way to direct someone to a patient portal where they can log in and view their PHI. Texting also is a great way to set up a phone call with a patient to discuss something that is PHI. Consider the following example: “Hi John. We verified your insurance for your appointment on March 15. You will have a copay. Call us today on 615.555.1234 before 4 pm so we can discuss it with you.”
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one platform that offers multi- ple solutions (ASCs can use text messages in many ways—from appointment reminders to postop to multiple languages);
ability to customize messages (adapts to all your ASC’s needs); and
Health Insurance Portability and Accountability Act of 1996 (HIPAA) compliant (built specifically for health care use).
Selecting a Texting Platform Not all texting solutions are the same. Consider the following when selecting a texting platform: ■■
SaaS cloud-based solution (no need for additional hardware);
two-way solution (for sending and receiving texts);
At the end of the day, a good rule of thumb is: If you would leave it as a voicemail, consider sending it as a text message instead.
Brandon Daniell is the president and co-founder of Dialog Health in Franklin, Tennessee. Write him at brandon@ dialoghealth.co
PHOTOS: DIALOG HEALTH
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| 18 ASC FOCUS FEBRUARY 2019 | ascfocus.org
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