More clinics and healthcare providers are introducing secure text messaging services to improve how they connect with patients. Whether you're launching reminders, appointment booking, or clinic alerts via SMS, one thing is clear: how you promote the service in advance matters just as much as the technology itself.
What a Texting Service Can Offer Patients
A thoughtfully designed texting service allows patients to:
- Book, cancel, or reschedule appointments
- Receive timely appointment reminders
- Ask general questions or request information
- Stay updated on clinic changes, such as closures or provider cancellations
There’s no need for patients to download an app — it all happens through the regular messaging app on their phones.
The Trust Gap: Why Advance Education Is Essential
In an age of phishing scams, robocalls, and spam texts, patients are cautious about unexpected messages — especially those tied to their health.
To earn trust and drive adoption:
- Promote your new texting service in advance
- Clearly brand all messages with your clinic’s identity
- Explain what kinds of texts patients will receive and from what number
- Reassure patients that no sensitive or financial information will ever be requested over text
This upfront effort prevents confusion, reduces opt-outs, and ensures patients feel safe using the new service.
How to Promote Your Texting Service Before It Launches
Here’s a simple rollout plan you can adapt to your clinic’s needs:
- In-Clinic Posters and Flyers
Use visuals that show sample text messages and emphasize the benefits to patients. - Handouts at Check-In or Discharge
A simple one-pager that explains what the texting service is, how it works, and how to opt in or out. - Website Updates
Add a banner or blog post outlining the new system, complete with screenshots and FAQs. - Email Campaign
If you have a patient email list, announce the change to existing patients with a quick note. Let them know when texts will start and what to expect. - Updated Voicemail Message
Let callers know they can now text the clinic for quick service. - Front Desk Scripts
Train staff to introduce the texting service in a simple, consistent way during phone calls or appointments.
FAQ Patients Need Answered
Here are 8 key questions to address in your materials:
- What is this texting service?
A secure way to manage appointments and receive clinic updates. - Who can use it?
Current patients only — not the general public. - Do I need to download anything?
No. It works through your standard texting app. - What kinds of texts will I get?
Reminders, confirmations, clinic alerts, and answers to your questions. - Is it secure?
Yes. All texts are sent through a secure, approved, HIPAA-compliant system. - Can I stop getting texts?
Yes. Reply STOP to unsubscribe. To start again, reply START. - What if I text after hours?
You can still message — the clinic will respond during business hours. - Is this for emergencies?
No. Always call 911 or visit the ER in an emergency.
Sample Script for Front-Line Staff
“Just so you know, we’ve started using a secure text messaging system. You’ll be able to get appointment reminders, reschedule, cancel, or ask a question — all by text. No app needed. If you ever want to stop the messages, just reply STOP, and reply START to begin again. It’s easy and secure.”
Update Your Voicemail
If you use voicemail at your clinic, consider adding a short note at the top of the recorded message to notify patients that they can also get in touch with you via text message. Make sure to include the number they can text.
For example:
“You can now reach us by text! Send a message to our clinic number, 1-888-123-4567 to confirm, cancel, reschedule, or ask a question — fast, simple, and secure.”
Success Depends on Trust
The success of any patient texting system doesn’t just depend on great tech — it depends on trust and understanding. By promoting the service clearly and consistently before it goes live, clinics can build confidence, drive adoption, and deliver better care with less friction.