Andrea Park - Thursday,
January 16th, 2020
If you
want patients to respond to hospital and health system outreach, send them a
text.
That's
the central finding of a new report from Luma
Health that examined the most successful patient engagement innovations of 2019
and concluded that automated, two-way texting far outweighs the ability of
email and phone outreach to engage patients to schedule and confirm
appointments.
Three
takeaways from the report:
1.
Reminder response rates were significantly higher for those sent via text
message: a 52 percent response rate, compared to 28 percent and 26 percent for
email and phone reminders, respectively.
2.
Patients' preference for text communication is age-agnostic; in fact, text
message reminder confirmation rates were 13 percent higher for the 55-74 age
group than those aged 18-34, the youngest group included in the report. Though
the oldest age group studied (75-94) had the lowest text-based response rate,
at 39 percent, that is only a small drop from the youngest cohort's 43 percent
rate.
3.
Furthermore, while less than half of patients typically respond to
post-appointment requests for feedback, they are significantly more likely to
do so if the request arrives via text. According to the report, 38 percent of
patients offered feedback by text, compared to 19 percent of those who were
asked for information via email.
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