Improving Patient Reminder Texts

Patients who have opted to receive text messages from us will soon see a new number popping up on their mobile phone screens. We’re switching our Short Messaging Service (SMS) to Epic’s Hello World application, offering patients the ability to confirm and cancel appointments by text.

How does it work?

Text messaging offers our patients a convenient and timely way to receive appointment reminders. With the updated feature, patients can easily confirm or cancel their appointments by responding to simple prompts. Additional features are planned for the future to enhance this service further.

In addition, voice message appointment reminders currently managed by Patient Prompt will switch to Artera. Patients will also receive alerts about inclement weather clinic closures. There should be no disruption in service to patients.  

"We are proud to offer patients expanded access to care management through text and voice message communication," said Tom Miller, senior director of Ambulatory Services. "Appointment reminders reduce patient no shows making it easier for patients to remember upcoming appointments or prompt them to cancel currently scheduled visits.”

Patient Opt-In Steps

• To start receiving text messages, patients can text START to 65097 or request text updates at their next appointment.
• To opt out, patients can text STOP to 65097 or ask for assistance during a visit.
• Communication preferences can be managed in MyChart under Account Settings > Communication Preferences.
• Message and data rates may apply based on the patient’s mobile plan. Patients who would like help or have questions about this service may text HELP to 65097.

If opting into text reminders, patients will not receive a phone call reminder. They will continue to receive MyChart notifications about upcoming appointments.

How will this affect workflow?

• Front-line employees can inform patients about text notifications and assist with opting in at checkout.
• Team members will receive training to help them discuss and register interested patients.
• Clinicians will receive information on texting to share with patients.

For general questions about appointment reminders, email Appointment_Reminder_Enrollment@carilionclinic.org.

For technical issues related to Hello World text reminders, submit an Edison ticket, or contact the Technology Service Center at 540-224-1599.

To request education, visit the portal, select Quick Help and follow the prompts.