Cutting healthcare expenses: using appointment confirmation text to reduce missed appointments

Let’s begin by stating the obvious: missed appointments are an expensive waste of resources. In fact, the cost of a NHS missed appointment is on average £160. With cost-savings continually being sought out in the healthcare sector, innovative ways to communicate and engage with patients have to be found. This presents an opportunity for providers to evolve, and embrace digital, mobile-focused channels like SMS automation to send appointment confirmation texts.

Why are there so many missed appointments?

In order to find the best solution possible to reduce the number of missed appointments, we need to understand why there are so many no-shows. Some of the most common reasons for missing an appointment are:

• transport issues
• inability to take time off work
• forgetting or not being aware of having the appointment
• missing or confusion information about the appointment
• problems in rescheduling or cancelling

For some of these reasons, there is little to nothing the healthcare organisations can do. However, healthcare providers can avoid a lot of missed appointments if they were to send a simple appointment confirmation text.

Appointment confirmation text: how do it right

SMS with its 98% open rate is unequalled as a communication channel, and appointment reminders are one area where it excels. By using a channel which is mobile-focused, convenient and personalised, the patient is more likely to read the reminder and subsequently attend their appointment.

What to write in an appointment confirmation text

First of all, it should be personalised, by having the patient’s name. After this it should clearly state the date and hour of the appointment, the location and if possible the name of the doctor who would be there. Other useful information that could be added to SMS reminders is a phone number to call in case of any issues.

If you need to add extra information that won’t fit in the 160 characters limit, you can add a link to a SMS landing page.

When should you send your appointment reminders

Considering the main reasons for missed appointments are forgetfulness, or having issues taking time off, it is essential patients will receive a reminder well in advance. Our recommendation is to send an appointment confirmation text at the moment of the appointment booking. A week before the appointment is scheduled, patients should receive a first reminder, this way they have enough time to plan the day of the appointment and if necessary cancel or reschedule. A second reminder could be sent the day before, to avoid last-minute missed appointments.

Advantages of using appointment confirmation text

SMS automation in healthcare can:

• streamline administrative tasks
• significantly reduce costs associated with missed appointments
• optimise staff productivity
• decrease no-show rates
• improved patient flow

Exploring SMS solutions in healthcare

SMS automation involves using technology to send automated text messages to patients, providing them with timely reminders, appointment confirmations, and other important information. But what exactly are the key features and benefits of SMS automation and its potential impact on reducing missed appointments?

Learn more: A Guide to Sending Automated SMS

Enhancing patient engagement

Healthcare providers can use SMS automation to foster better communication and enhance patient engagement. By sending personalised reminders and notifications, patients are more likely to stay connected and actively participate in their healthcare journey. This increased engagement can lead to improved patient satisfaction, loyalty, and ultimately better health outcomes.

Ensuring compliance and data security

Given the paramount importance of patient privacy and data security in healthcare, it’s crucial to address these concerns when implementing SMS automation. Healthcare organisations must ensure that the SMS automation platform they choose adheres to the highest security standards and compliance regulations. This includes employing encryption protocols, secure storage of patient data, and obtaining patient consent for SMS communication.

Implementing SMS reminders: Best practices and considerations

To effectively use SMS automation in healthcare, certain best practices and considerations should be taken into account:

• Choosing the Right SMS automation platform: Healthcare organisations should select a reliable and secure SMS automation platform that meets their specific needs. It should offer robust features such as message personalisation, scheduling options, and integration capabilities with existing systems.
• Creating effective messaging strategies: Developing effective messaging strategies is essential for successful SMS automation. Healthcare providers should craft clear and concise messages that convey the necessary information to patients. Not only this, but when it comes to healthcare, empathy is also key, and should be considered. Therefore personalisation and language tailored to the patient’s preferences can enhance the effectiveness of SMS communication.
• Measuring success and continuous improvement: It’s important to measure the success of SMS automation initiatives to assess their impact on reducing missed appointments and improving patient engagement. Collecting data on response rates, appointment confirmations, and patient feedback can help healthcare organisations refine their SMS strategies.

SMS automation offers healthcare providers a cost-effective solution for enhancing patient engagement, streamlining workflow, and achieving better financial outcomes. By utilising this technology, healthcare organisations can:

• minimise missed appointments
• improve communication with patients
• move towards a more efficient and patient-centred healthcare system. 

With the right platform, messaging strategies, and measurement of success, healthcare organisations can harness the power of SMS automation to deliver better patient care.

Getting started with appointment reminder text

Esendex has worked with a range of healthcare providers to implement SMS based strategies for appointment reminders. This can be done via our secure online platform, or through our API, which allows SMS to be integrated directly into public service providers’ existing systems. Contact us today to get started, or start a free trial today.