Text messaging has become one of the most important communication mechanisms for ASCs. It's a fast, efficient, cost-effective, and highly successful way to get timely messages to patients and their caregivers, staff and physicians, and vendors. Given the rise of spam calls, which are motivating more people to ignore incoming calls and voicemails from numbers they do not recognize, texting is a communication mechanism increasingly preferred by the public. 

That's good news for ASCs already using or planning to add texting capabilities. Text messaging can be leveraged to communicate with stakeholders on a variety of financial, clinical, and operational issues. In fact, it can be used in many ways ASCs are often not taking advantage of — applications that go well beyond standard uses like appointment reminders and arrival and check-in instructions. 

Let's look at eight creative ways ASCs are using texting to maximize the power of this critical channel.  

1. Improve upfront collections. Texting is a great way to initiate pre-surgical (i.e., upfront) collections. Send a text informing patients of their estimated payment and then direct them on how they can cover their cost. This can be through a web portal, with the text providing a clickable hyperlink, or calling the ASC to pay via credit card, with the text providing a clickable direct phone number likely to be answered by a member of the business office or revenue cycle management outsourcing vendor. The simpler it is for patients to pay, the more likely it is that they will do so.

2. Confirm procedures. Sending appointment reminders is a good use for texting. Even better: asking patients to then confirm their scheduled procedures. 

Two-way conversational texting enables patients to respond to a text. If a patient must miss their procedure, an ASC cannot assume they will pick up the phone and call the center. However, patients may feel more comfortable cancelling via text, especially if prompted by a message asking them to confirm their appointment or asking if they have any concerns that may necessitate a cancellation. A follow-up text can be sent to initiate rescheduling of a canceled procedure.

3. Boost compliance with pre-surgical instructions. Texts can remind patients about what they must do prior to their surgery to better ensure the procedure can proceed as planned. Reminders can cover topics like NPO guidelines, modifications to medication regimens, and securing post-discharge transportation. 

Text messages can also remind patients about what they must bring with them for their surgery (e.g., photo identification, driver contact information, insurance information, method of payment). These texts can remind patients of what they should do if they have questions or concerns about preparation compliance or their procedure in general.

4. Send updates to loved ones and drivers. While ASC procedures are non-urgent, they are still often stressful, not only for patients but the family or friends who accompany them to the ASC. Texts, including automated messages, can be sent to share real-time patient progress updates with loved ones and caretakers. Text messages can also inform the individual who will be providing transportation when patients are ready for discharge and instructions on where drivers should go to pick up patients.

5. Fill staff schedule openings. When a team member calls out of work the morning of their shift or late on the prior day, it can be a scramble to fill the opening. A mess/group text to staff is a fast way to get the word out to other staff about the opening so you can determine whether someone is available who can fill the spot or whether you need to take action to account for the absence.

6. Educate on open enrollment and benefits. ASCs can send a series of texts to staff that go out before open enrollment begins and continue throughout the enrollment period. These texts can share important deadlines and reminders, links to resources, and other messages that will increase engagement and participation in open enrollment. Following open enrollment, periodic texts can remind and educate staff about their sponsored health insurance and topics like funding a health savings account, availability of mental health services, subsidized exercise and wellness activities, and where to receive vaccines.

7. Conduct surveys. Texting can help ASCs perform a variety of surveys. For example, a two-way text message can ask patients to take a Net Promoter Score (NPS) survey. A text can include a hyperlink to a longer, online satisfaction survey. A two-way text can go to staff asking them to share their thoughts or rate their experience on matters including new initiatives, revised policies and procedures, new technology, education and training, onboarding (for new staff), and insurance benefits. Text message surveys can also be sent to anesthesia providers and vendor partners about their experience working at and with your ASC. 

8. Strengthen morale and culture. It's no secret that ASCs are struggling with staffing issues, including burnout, shortages, and retention. It's important for center leadership to remind staff that their hard work and dedication to high-quality care and great outcomes is greatly appreciated. ASCs can send emotional and inspirational support texts to staff to help lift team members' mental health, boost satisfaction, strengthen culture and loyalty, and improve productivity.

Appreciating the Value of a Text
The examples described above scratch the surface of how a HIPAA-compliant, healthcare-focused text messaging solution can enable ASCs to leverage mobile communications throughout the patient journey, from pre-appointment to revenue cycle management. Such improvements are essential to short-term success and long-term viability of the center. Adding text messaging as a communication mechanism and expanding its usage in areas like those highlighted are usually fast and easy. The question you need to answer is: Where else would your ASC benefit from text messaging?

Brandon Daniell is co-founder and chief revenue officer of Dialog Health, a provider of a HIPAA-compliant, conversational two-way texting platform to organizations which they can leverage as a communication and engagement channel.