A large part of my role at Ivy Pediatrics is focusing on improving access and streamlining communication between families and our clinic team. Patience runs very thin in pediatrics, because you’re dealing with the parent instead of the patient. We ideally want to create systems that reduce friction in the patient experience, while also making sure that we’re operating efficiently—and texting is a key solution for increasing accessibility while decreasing missed appointments.
With the popularity of automations and AI, we’re noticing that parents actually prefer two-way texting. It creates a more friendly and inviting interaction that helps retain them. Our team will text patients links to their patient portal, share text reminders 1, 3, and 5 days outs, as well as request patient feedback via text.
Asking for patient feedback is significantly easier through text and a major booster for retention. These check-in texts also create an opportunity to fish for extra appointments, as well as give people an opportunity to reschedule instead of no-show.
Text Request’s templates feature helps us keep all these frequent communications consistent across our front desk communications.
Texting helps us feel like a family to our patients and provides a much needed human touch. It makes our entire scheduling and intake processes easier. When families feel like they can reach us easily, it builds trust and keeps them coming back.
