Our department at Resurrection Medical Center covers physical therapy, occupational therapy, and speech therapy for both pediatrics and adults. Patients can get frustrated if there’s a long line at the front desk, because the receptionist is stuck making phone calls—which is why we rely heavily on Text Request.
When we have a referral come in, we’ll give the patient a call and a text message asking them to schedule. There are plenty of times where patients are able to text, but they aren’t able to call. Patients also don’t listen to their voicemail, but they will look at a quick message that’s on their phone.
We’ll text patients the day before their appointment. These texts clarify where patients should park, or if they should bring anything. We’ll also include an additional evaluation message, so we can get their paperwork ahead of time. Patients will send us pictures of their referrals and insurance cards, so it’s less stress the day of their arrival—epecially if they happen to be running late.
If people miss an appointment, we’ll call to leave a message—but there’s a solid chance they’ll miss it, which is why we also text them. We even share our cancellation policy via text. All of these communications are made quicker and consistent with Text Request’s template feature.
Text Request helps us streamline our processes, so customers arrive on time and feel like they’re not scrambling to get paperwork to our front desk. Two-way texting is such a major human touch for us. No more frustration of being put on hold.
