The pMD Blog

Welcome to the
pMD Blog...

where we cover interesting and relevant news, insights, events, and more related to the health care industry and pMD. Most importantly, this blog is a fun, engaging way to learn about developments in an ever-changing field that is heavily influenced by technology.

Chat with Patients: A Case for Secure Patient Text Messaging


Chat with Patients: A Case for Secure Patient Text Messaging


Chat with Patients? A Case for Secure Patient Text Messaging

Recently, I was talking with a physician who is a new pMD customer. We were having a great conversation as she sought to satisfy her curiosity with how to get the most from the pMD software. Then I mentioned our new Chat with Patients feature, and she turned away from me, her previous openness instantly gone. She made a half turn away and laughed dryly, “Oh God. No.”

This was not surprising. The idea of patients having unfettered access to a doctor’s phone can seem like the loss of a last vestige of privacy, unfiltered patient needs adding to the cacophony of the many already trying to reach them.

So I shared a different story, one not filled with an endless interruption and immediate need. This type of communication can be better for both the medical provider and the patient receiving care. Surgery offers one compelling example.

Patient Text Messaging Before & After Surgery

Surgery represents a great opportunity to connect with patients via secure text for the following reasons: there is a clear episode of care, which includes a scheduled procedure, preceded by an instruction-filled pre-operative visit and followed by a post-operative period where concerns over pain, discomfort, new medications, and other follow up issues often emerge.

There are problems with other types of communication. Phone calls can offer endless rounds of telephone tag and voicemails, and email messages often are lost, misunderstood, or don’t have immediacy. Further, for patients who work, calls to workplaces and messages left can create privacy concerns. So, having a way to securely text and communicate in an asynchronous and timely way - texts don’t pile up the way emails do - can offer both better clinical outcomes and higher patient satisfaction.

Using Chat with Patients App Feature: The Process & Results

Below is the process for how a current pMD user is using the new Chat tools for text messaging with patients:

The scheduling coordinator invites patients who have a capable smartphone as part of their pre-operative process. She lets the patients know that pMD is a tool for them to have a direct contact as they go through their procedure.

She has found that younger patients have no issues with loading and using pMD and neither, to her surprise, did older patients. As long as they have a supported iPhone or Android, they have been able to easily download the app and get started.

Patient Text Messaging Helps Avoid Surgery Rescheduling

Prior to their procedure, patients commonly reach out to her with questions about the timing of the surgery, medications, and location of the facility where the procedure will take place. So far, at least one patient was saved from missing their surgery as they asked about a medication which, had they taken it, would have caused their surgery to be rescheduled.

Chatting with Patients After Surgery

The types of messages the coordinator receives after surgery often include those of the “what is normal?” variety, as well as questions about pain, medications, and the timing and location of follow up appointments. Having an easy way for patients to ask these questions helps avoid readmissions and missed appointments and allows the practice to stay on top of patient outcomes!

Secure Patient Messaging with pMD a “Real Life Saver”
The scheduling coordinator reports the following on using pMD as a tool to connect with patients:

"This has made such a huge difference in my contact with patients. They work, and texting them is so much simpler and more convenient than calling or email. I also love that it's not invasive. They don’t get my private info. This has been a real life-saver for me."

I also had the opportunity to connect with a patient using the platform, who reported more satisfaction with the care they received and a closer bond to the practice providing the care:

“Using the pMD app was a real anxiety reducer. If you have a question and something’s not right, you can get an answer through the pMD app. It’s immediate. You feel closer to the doctor and staff. It’s more personal. The app was very easy to download and use. I would recommend this to everyone! Doctor’s offices could really cut down on the number of phone calls. I would prefer practices that use this type of technology!”

I shared this story with the physician, and her demeanor quickly changed. Her practice is in the process of hiring a nurse to contact all their procedural patients, and pMD’s Chat with Patients would be a more effective way of connecting. With the right plan, secure patient text messaging offers unique and compelling benefits. Contact us and we will help you put a winning plan together!

Find out more about pMD's suite of products, which includes our MIPS registry, charge capture, secure messaging, clinical communication, and care navigation software and services, please contact pMD.
Related Articles:
Health Care Communication: Electronic Vs. Paper Follow Up for Millennials
Beyond Secure Messaging: Rich Communication Via Video Chat
What’s the Right HIPAA-Compliant Communication Platform For You?
ACA Account Management ACI Advancing Care Information AHCA AHRQ AI Alternative Payment Model Android API Apple Artificial Intelligence Audit BCRA Best Place to Work Big Data bootcamp BPCI BPTW Bundled Payments Care Communities care coordination Care Navigation Care Team Career Fair CDC Charge Capture Charge Capture App Charge Capture Software Charge Capture Solution Charge Capture Statistics Charge Lag CHIP CIO Clinical Communication Clinical Data Registry Clinically integrated network CMS Communication Company Culture Conferences Connected Health Record culture custom reports Customer Interaction customer success customer support Customers cybersecurity Developer DHHS Dialysis discharge instructions EHR Electronic Charge Capture Encryption epidemic Expansion FDA FHIR Flu fundamentals GI GI Outlook Goals Health Care Health Care Technology Health Care Web Health Information Exchange Health Record Healthcare HIE HIPAA hipaa compliant communication hipaa compliant communication platform HIPAA-Compliant HL7 Home dialysis Hospital Census Hospital Communication IA ICD-10 ICD-11 Implementation Improvement Activities interoperability iOS iOS 8 iOS7 iPad iPhone iPhone 6 Lead Generation length of stay MACRA Medical Billing Medical Errors Medical Software Medicare Mentorship Messaging Messaging with Patients MGMA MIPS MIPS Registry mobile Mobile App Mobile Charge Capture Mobile EHR Mobile Health Mobile Messaging Mobile security Mobile Technology Modern Healthcare Native App news NIH OCM onboarding Oncology Care Model opioid crisis Patient Patient App Patient Care Patient Chat Patient Communication Patient Engagement Patient Generated Health Data Patient Handoff Software Patient Information Patient Safety Patient Visits Patient-Centric pmd pMD Team population health Population Health Management PQRS Product Development Productivity Promoting Interoperability QCDR Quality Scoring Recruiting Recruitment Reimbursement Remote Work reports Residents Responsibility ROI Sales Secure Data Secure Messaging Secure Messaging Video Secure Text Messaging Security Audit SF Biz Times SOC 2 success support TCM Teamwork technology telehealth Telemedicine Text Messaging texting training Travel Upgrades VA Value-based care Video Calling Video chat video communication video conferencing Wearable Device wearing many hats Web App Work From Home