Automated Short Messenger Service (SMS) reminders have been used in health patient data management systems for many years to remind clients of appointments. They are designed to remind people of an upcoming appointment and are aimed at reducing the rates of Do Not Attends (DNA’s) which are particularly high in services aimed at young people. Young people rarely keep diaries and often organise their lives using phone-based appointment scheduling or electronic social calendars with programmed reminder prompts. An SMS reminder system therefore fits with how young people organise their lives.
Advantages
- Prompts young people to remember appointment times.
- Young people rarely use hard copy diaries or calendars to organise themselves or if they do, rarely consult them to keep track of day-to-day appointments or commitments.
- Young people often rely on adults to organise and remind them of appointments. SMS reminders create ownership for the responsibility of attendance whilst at the same time providing a safety net.
- Reduces DNA appointments allowing more efficient use of health care professional time.
Disadvantages
- They can be expensive.
- Clients may not have a mobile phone.
- Some packages don’t have a return message capability for clients to confirm or cancel their appointment.
- Some packages are vulnerable to technological glitches resulting in system down time.
Some of these programs can be expensive but they’re a cost effective way of communicating with clients that is less invasive and more discreet than phone call reminders.
Getting reminded was really helpful, otherwise I would have totally forgotten.
Clinician’s review
Using Pracsoft and Medical Director
Automated SMS reminder services are often included in patient data management software systems, including the Pracsoft and Medical Director systems developed by Health Communication Network (HCN).
These programs can record client demographic and treatment information and Pracsoft has appointment scheduling and reminder features. When the SMS messenger service is activated, the software automatically sends a client a text at a predetermined time. The message has an editable content area so it can be personalised or standardised depending on the purpose. It can be sent to an individual or to a group of individuals.
Email reminders can also be used on these systems making them effective for clients who don’t have mobile phones
Recommended use
Administration staff record client information in the system, including appointment times and mobile phone number, then activate the ‘send SMS’ reminder function. The reminder SMS is sent to the client automatically at a predetermined time.
Technology tips
Practitioners need to be familiar with software systems to get the most benefit. This can be achieved via training CDs and a help functionality.
If services can’t afford patient data management systems, administration staff can manually text client reminders.
Other issues relating to SMS messenger services
Many services require pre-payment for a determined number of reminder messages, for example $39 for 200 messages; $425 for 2500 messages.
Some systems use a third party SMS provider, which you may need to register with. A return SMS feature is available on some systems allowing clients to confirm or cancel appointments. However this relies on the client having credit on their phone to make this contact.