DOING BUSINESS


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.”


■■ ■■ ■■


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.com.


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