How to Use SMS for Patient Engagement and Better Healthcare
There is something of a revolution occurring in the UK, and worldwide, where healthcare is concerned. Gone are the days of patients idly sitting and waiting for doctors to dole out advice. With 93% of the population holding a tool in their hands, anybody can use a mobile phone to access a wealth of information, just at our fingertips. Yet cruising through a mass of information on online sites such as reputed Web MD or NHS Choices can lead to self-diagnosis and misunderstanding.
As with all healthcare, a better approach is for patients to form an alliance or team with their healthcare professionals; a team who manage the health system specific to them. This includes doctors, nurses and the patients themselves. Interaction and engagement are crucial to managing health care. If you can get your patients to take responsibility for their health, it will see an improvement. This is true almost irrespective of the condition. Cancer patients, for example, are advised to eat specific foods, which may alleviate symptoms and side effects from treatment. The Anat Baniel Method of movement has been successful in helping people with cerebral palsy to form new patterns of movement, cognition, feeling and emotion, and relies heavily on patient participation.
Traditionally, doctors and other healthcare officials have operated behind a smokescreen and been revered as experts, to be obeyed from afar. This revolution taking place empowers patients to understand that they are as much an expert of their own healthcare as their doctors, nurses and specialists, and as such, for optimum health management, they should work in collaboration with healthcare officials.
What Does This Have To Do With SMS?
Creating a dialogue between patient and professional is key to engagement. SMS messaging is the optimal tool for engaging patients, from the all important behavioural change to managing a chronic health condition and remembering to take medication. Opening the channels of communication, particularly in such an intimate way as on the device we all carry around with us, is an optimal tool for fostering that empowerment and engagement.
Most things in life, from the economy to the environment, and even more so with regard to our healthcare, can be improved with behavioural change. Essentially, this harks back to empowerment. When we see what we are capable of, it motivates us to try harder and see even more pronounced results. Healthcare officials recognise that maintaining healthy habits can be sidelined by patients for a variety of reasons. Factors such as forgetfulness, stress, and lack of accessible information can hold patients back from adhering to a treatment plan, and the consequences contribute to a spiralling problem and exacerbating the condition.
How SMS Contributes to Behavioural Change
Dialogue is the best way to combat these issues. Providing motivation, information and support on a personal and accessible level has never been easier than with the use of SMS messaging. This allows an intimate dialogue, which makes the patient feel supported and cared for, thereby motivating them to support and care for themselves. Breaking down ways to improve their health into manageable steps allows patients to reverse the risky or negligible factors contributing to a decline in conditions and encourages self-care.
SMS messaging is a direct line of communication, which is cost-effective and saves time. In 2012, GSMA conducted a study which found that 89% of healthcare providers believe mobile health solutions can influence better choices, and upwards of 60% of patients agreed that SMS messaging would be a contributing factor in motivating them to manage their health.
SMS and Managing Medication
SMS messaging can be set up to remind your patients to take medication. Often people are managing a list of multiple conditions, and therefore multiple medications. As such, even the most organised mind can slip up sometimes. Setting up automated SMS reminders allows patients to take responsibility for their medication patterns.
This technology can also be used by pharmacists to remind patients to put in a repeat prescription request, saving time and hassle at the surgery. It could even be set up to actually allow patients to make repeat prescription requests by a response, offering a lifeline to those who struggle to get out, and reducing queuing time at surgeries and pharmacies.
How SMS Can Save Time
Whether it be a scheduled phone call or through chat, remote healthcare assistance has gained popularity as a way to respond quickly and effectively to people. Live chat SMS conversations are one way to offer this to patients, whilst preserving their anonymity and allowing them to get help from the comfort of their own home. SMS messaging is faster and more efficient than phone calls, which can be missed. Additionally, all of the dialogue can be saved, creating a record that can be referred back to whenever it is needed. Many people suffer from anxieties surrounding their health and are concerned that they may forget important information. Via SMS messaging, everything that you and the professional has said can be re-read to reinforce the message.
Are There Any Security Implications for Medical Professionals?
Many people are concerned that they are in some way breaching patient confidentiality by implementing an SMS system. However, there is a solution which can encrypt any personal information. Choosing a reputable and professional SMS provider will allow you to set these limits.
You may also wish to consider:
– Setting up your automation with a code, such as a uniquely created wording structure that conveys a specific meaning, which means that you can agree with the patient how to discuss sensitive matters.
– Including links in your SMS, allowing you to direct them to a specific part of your website.
There is a range of ways in which SMS messaging can increase patient engagement and open the channels of communication between you and your service users. This is largely due to creating a safe and intimate space to assist with day-to-day healthcare.
For decades, all kinds of emergency personnel relied on pagers to communicate with each other and their organisations. The system was created long before the days of mobile phones or even text messaging. But now things are changing, as we explain in this blog post.
New mothers face many challenges in the days and weeks following the birth of their child. Any parent will know most of them well with lack of sleep being a primary one. But many women are also at risk for other conditions that could be prevented by regular monitoring - enter SMS.
There’s no shortage of organisations trying to help smokers quit. These include groups that use SMS as a means of supporting smokers while they try to quit. There’s quite a lot of evidence that text messaging can help people break bad habits, or make positive improvements in their lives. Here’s one example from George Washington University.
No-shows are a serious issue in dental offices. Some surveys estimate they account for as much as 10% of appointments, resulting in thousands of pounds lost each year. Many practices send reminders via post or email, but simple appointment reminders aren't always that effective. Not only is there a loss of revenue, but other negative side effects as well.
All sorts of companies are finding SMS messaging works much better than traditional customer support channels like phone calls and emails. In this post, you’ll see examples of how businesses are keeping their customers happy and seeing great results with SMS.
Last year, over 1 billion prescription items were dispensed in England. There were, on average, 19 prescription items per person in England, almost half the population is taking prescription medications. It's safe to assume some people are finding it hard to keep track, enter SMS.
The challenges facing the healthcare sector today, whether you work for an NHS Trust or a private health company, are increasing. In an ever-evolving environment, maintaining high levels of patient satisfaction is an unenviable challenge many healthcare providers face on a day-to-day basis. How can SMS help?
When people talk about SMS marketing they usually refer to the one-way message with coupon codes for a sale. Or potentially a two-way message requiring the customer to respond with a keyword in order to get a deal. And that is customer communication for sure. It’s also marketing. But it’s just the very basics of what SMS messaging can do for your business.