Communication in healthcare has never been more challenging. In 2017, we wrote a piece called “What’s Next with Text” where we looked at the growing trend of using text messaging in healthcare to communicate with patients. For years, we’ve been sounding the alarm that healthcare needed to get onboard with text messaging. Then, COVID-19 hit. And we can see how critical text messaging is in getting information out quickly and ensuring patients see it. In our new and updated guide on why text is next we shared 10 stats that prove it, and here they are:
- The response rate for text messages is 209 percent higher than it is for phone calls
- Most text messages are read within 15 minutes.
- On average, it takes about four seconds to send a text message.
- A phone call lasts about two minutes.
- Currently, practices receive about 50 incoming phone calls each day.
- Seventy-three percent of patients want to text their provider.
- Seventy-nine percent of patients want to get texts from their providers.
- Automated reminders sent through text and email on the right cadence can increase patient confirmations by over 150 percent and reduce no-show rates to five percent or less.
- A survey comparing patients’ communication preferences both before and during COVID found that interest in phone calls had dropped by 14 percent in just a few months.
- Patients expect the same level of customer service from their healthcare provider that they do from other businesses with whom they work.
These ten data points are just the beginning. There are many more out there that showcase the potential text messaging has to help practices better engage with patients. To put this all in context, download Text Is What's Next now.