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two way patient communication

Two-Way Text Messaging

Are you connecting with patients through text? It's what they prefer, and it's essential for today's virtual and in-person care.

Reach patients where they are.

Staying connected to patients across their healthcare journey has become a critical part of ensuring the best outcomes and payments. Patient interest in phone calls has been on a steady decline. You need to communicate directly with patients via SMS messaging to reach them where they are most likely to respond...on their cell phones. Staff can communicate with multiple patients simultaneously and quickly answer questions about any phase of their care. The flexibility of text messaging also means they can be responsive to patient inquiries while also focusing on patients in the office instead of making patients wait at the desk or on hold.

telehealth software


Support virtual and in-person visits.

Two-way text can help support hybrid care—a mix of in-person and virtual visits—so that everyone shows up prepared. Most text messages are read within minutes, making it ideal for last-minute and real-time communications like:
Pre-screening: Send a quick message to patients who haven’t confirmed or completed their intake paperwork. Make sure they are coming, are prepared, and aren’t showing any signs of COVID.

Park & text: Support social distancing by asking patients to text on arrival and wait in their car. Then text them when it is time to come in.

Follow-up: There are many factors that can affect patient outcomes like isolation. Text is a great tool to reach out and follow up with patients to let them know how to ask questions or get support.

Get more than just texting.

Engaging with patients through text requires more robust features than your everyday texting, but it needs to appear simple and seamless to the patient. We totally get that, and it’s why we’ve built our system to deliver:

Message prioritization: Any message can be flagged and prioritized and the right person can be tagged so the patient gets the right response, from the right person quickly.

Ongoing message history: Anyone with access to the system can see the full message history so no one has to ask the same questions, and patients don’t have to repeat themselves.

Patient-initiated messaging: Patients only need to save a single number on their phone and can start conversations themselves. When you text back it comes from that familiar number. No more 5-digit short codes that look like spam. Secure, compliant, and integrated.

patient communication tools


patient database software


You’ll know who’s texting because the system is integrated with your patient database.

You can easily address whatever questions they have from directions to whether they should come in for a health issue. And no need to worry, it’s easy to stay compliant. With the HIPAA consent tool, patients can use text to discuss their health. Simply respond to the patient asking them to reply “consent” to discuss personal health information (PHI). Their account is then labeled, so you can exchange PHI in the future without worry.

Pediatric Physicians' Organization at Children's + SR Health

Pediatric Physicians Organization of Children’s needed a way to communicate bi-directionally with patients. They partnered with SR Health to provider broader and deeper patient communication. It’s facilitating better delivery of care. Find out how in this short video.

Two-Way Text Messaging FAQ

Two-way text messaging is an option health organizations can provide where patients can text a message to the provider or reply to a provider’s text message. This allows patients to ask questions and get quick answers from their provider without ever having to make a phone call. Ideally, two-way text messaging uses the provider’s actual phone number so that patients can readily recognize it and add it to their contacts. For patients, the process is the same as texting friends or family.

Healthcare providers need to stay connected with their patients and reach them where they are. More and more, that isn’t by phone call. Patient communications preferences have changed and texting is how they want to connect. Seventy-nine percent of patients want to receive texts from their providers and 73 percent want to be able to send texts to their provider. For direct communication with patients, nothing is more effective and efficient than text messaging. Real-time, two-way text messaging allows a provider’s staff to communicate with multiple patients simultaneously and quickly answer questions about any phase of their care. Two-way text messaging improves the patient experience because patients can have an ongoing conversation with their provider anytime throughout the patient journey.

SR Health two-way text messaging supports hybrid care—a mix of in-person and virtual care—through a variety of real-time and automated text messages. These can include appointment reminders, pre-screening messages to patients to either confirm or complete intake forms, park & text communications, and post-appointment follow-up messages.

SR Health two-way text messaging is ideal for one-on-one communication with patients for things such as sharing your address, hours, and parking info as well as for rescheduling appointments, asking patients for reviews, or requesting payment. The solution also includes message prioritization where any message can be flagged and prioritized so that the correct patient is tagged to get a quick response from the provider. Through the tool’s ongoing message history, any staff member can access a patient’s full message history. This helps prevent duplicate questions and situations where a patient has to repeat information. SR Health two-way text messaging also allows patient-initiated messages. Patients only need to save a single number on their phone; when a patient sends the provider a text, the reply comes back as that familiar number.

You’ll know which patient an incoming text message is from because SR Health two-way text messaging integrates with your practice management system or electronic health record (EHR) database. With the HIPAA consent tool, patients can opt in to discuss their protected health information (PHI) via two-way texting.

SR Health two-way text messaging compiles an ongoing message history so that staff can view a patient’s full text history and avoid duplicate messages. It also means that patients don’t have the inconvenience of having to repeat themselves in the texting conversation.