Texting Guide for Healthcare

Healthcare communication relies on clarity, speed, and trust. Patients and staff need concise updates, timely reminders, and simple ways to confirm or reschedule.

TextUs helps healthcare teams coordinate schedules, reduce no-shows, and keep conversations organized without losing the personal touch.

How TextUs Fits Healthcare Workflows

TextUs Campaigns let you reach targeted patient or staff lists from your EHR, CRM, or scheduling system while keeping each message short and actionable.

You can attach PDFs or images for pre-visit checklists, maps, or consent instructions so people can prepare without searching elsewhere. Keywords like CONFIRM or RESCHEDULE route high-intent replies into short Sequences that handle follow-ups automatically.

Replies appear in the Shared Inbox so coordinators and front-desk staff can assign ownership and respond with Templates. Integrations with practice platforms and CRMs help you keep records aligned without extra clicks.

You can track deliveries, replies, and clicks in TextUs, then export CSVs to join with attendance, throughput, or staffing metrics.

What to Set Up First

Connect your scheduling or CRM system so contacts and conversations sync between tools. Turn on opt-out handling so STOP and UNSUBSCRIBE are processed automatically. Confirm your business numbers are registered for 10DLC to support deliverability.

Create Templates for common healthcare moments. Prepare versions for appointment confirmations, preparation instructions, late arrivals, and rescheduling options. Assign Shared Inbox coverage so someone owns replies during business hours.

Build focused segments that match real needs. Examples include New Patients This Week, Tomorrow’s Appointments, Post-Op Day 1, or On-Call Nurses. Keep lists small and aligned to one action so your first touch is relevant.

How to Create an SMS Campaign With TextUs

1. Choose your audience: Open Campaigns in TextUs and select a segment from your scheduling system, such as “Tomorrow’s Appointments.” This makes sure your messages reach the right people.
   
   
2. Write your message: Keep it short and specific. Example: “Hi {{first_name}}, reminder for your appointment at [Clinic] on [Date] at [Time]. Reply CONFIRM to keep or RESCHEDULE for options.”
   
   
3. Attach media: Add a PDF or image when helpful, such as parking instructions or a pre-visit checklist. Attachments help patients arrive prepared.
   
   
4. Set up an A/B test: Create a second version that changes one element, like the opener or the call to action. Send both to see which gets more confirmations.
   
   
5. Schedule your campaign: Pick a time that matches behavior, such as 24 hours before the visit. Set a same-day reminder if your clinic struggles with late arrivals.
   
   
6. Create a keyword: Add a keyword such as CONFIRM or RESCHEDULE and reference it in your message. When a patient replies with that word, TextUs will recognize it automatically.
   
   
7. Link to a sequence: Connect the keyword to a two-step sequence. For example, “Step 1: Confirm attendance or send reschedule link. Step 2: Follow up 4 hours later if there is no response.”
   
   
8. Send and monitor: Launch your campaign, watch confirmations and reschedules, and handle exceptions quickly through the Shared Inbox.
   
   

Example sequence messages:

• Step 1 (auto-reply): “Thanks for confirming your appointment. Please arrive 10 minutes early and bring your ID and insurance card.”
  
  
• Step 1 (auto-reply - reschedule): “No problem. Here is your reschedule link: [short URL]. If you prefer, reply with a preferred day and time.”
  
  
• Step 2 (reminder): “We have not heard back yet about your visit at [Time] today. Reply CONFIRM to keep or RESCHEDULE for options.”
  
  

Segmentation and Personalization Strategy

Segment around time and need so each text serves one clear purpose. Use rules like visit date, visit type, new vs returning, interpreter required, or pre-authorization status. Exclude recent opt-outs and completed visits to avoid noise.

Keep personalization deliberate and accurate. First name and one contextual field is usually enough, such as visit type or location. Set fallbacks for missing fields so messages never look broken.

Refresh segments on a schedule that matches clinic flow. Daily refresh works for next-day confirmations. Hourly refresh can support high-volume same-day visits or ambulatory surgery centers. The right cadence keeps lists current without manual effort.

Template Library for Healthcare Scenarios

Use a small library of Templates so staff can reply quickly while keeping tone consistent. Each Template should have one goal and one action to avoid confusion.

• “Hi {{first_name}}, your [Visit Type] at [Clinic] is set for [Date] at [Time]. Reply CONFIRM or RESCHEDULE.”
  
  
• “Thanks for confirming. Please bring your ID and insurance card. Reply QUESTIONS if you need anything before your visit.”
  
  
• “Running late happens. Reply LATE if you will arrive after [Time] and we will text options.”
  
  
• “Your [Visit Type] requires a brief prep. Here is a one-page checklist: [short URL].”
  
  
• “Follow-up reminder. Would you like to schedule your [Visit Type] next week? Reply YES for times.”
  
  

Review the template performance monthly. Update language when reply rates dip. Retire any Template that confuses patients or generates avoidable back-and-forth.

Reporting and Attribution Workflow

Export deliveries, replies, and clicks from TextUs each week. Join that data to attendance, no-shows, and reschedules in your scheduling system. This lets you measure how texting changes show rates and throughput.

Preserve the campaign name and variant in a tracking field so you can compare messages over time. Include attachment and keyword fields to see which elements move confirmations. Keep a short change log with send time and copy decisions.

Share a one-page weekly summary with show rate, reply rate, and reschedule rate. Highlight what changed and why. Over time, you will see which segments and messages reduce no-shows and which require a different approach.

Managing Replies in the Shared Inbox

All replies land in the Shared Inbox for full visibility across the team. The first responder assigns the thread to themselves so the patient speaks with one point of contact. Templates keep answers consistent while one personal line maintains trust.

Use notes and tags to coordinate handoffs. For example, tag insurance for prior-authorization questions or the front desk for scheduling constraints. If a patient goes quiet, move them into a re-engagement Sequence that checks in with a gentle prompt.

Keep notifications on during business hours so no patient waits. Fast replies improve experience and reduce last-minute cancellations. Clear ownership prevents duplicated messages and mixed instructions.

Tracking Results and Improving Performance

Check delivery and replies a few hours after each send. Delivery below 95% signals list or compliance issues that you should address before the next batch. Compare A and B openers and keep the higher performer for the following week.

If you used links or attachments, review click activity as a proxy for readiness. Export CSVs and reconcile with attendance to prove impact on no-shows and late arrivals. For example, a friendly opener reached a 15% higher reply rate than a formal tone and reduced same-day reschedules.

Use these learnings to refine cadence by visit type. Pre-op reminders may work best 48 hours out, while urgent care follow-ups can be same day. Keep tests small and frequent so insights accumulate.

Compliance and Deliverability for Healthcare

Use registered 10DLC numbers to maintain carrier trust. Leave opt-out handling on, so STOP and UNSUBSCRIBE are processed automatically. Include a short line in the first message, such as “Reply STOP to opt out.”

Avoid spam triggers by limiting links, punctuation, and all caps. Do not include sensitive personal health details in SMS, and keep messages focused on logistics and next steps. Send within local hours for each region to support deliverability and respect.

If you attach files, keep them lightweight and relevant. Parking maps, prep checklists, or clinic directions are helpful. Patients should be able to open everything on a mobile device without delay.

FAQs About Texting Guide for Healthcare

Can I attach documents or images to my texts?

Yes. TextUs supports PDFs, images, and GIFs for both campaigns and one-to-one messages. Healthcare teams often attach pre-visit checklists, maps, or instructions to reduce confusion.

Can I schedule recurring reminders for appointments?

Yes. You can schedule campaigns and set them to repeat on daily or weekly cycles. Many clinics send a 24-hour confirmation and a same-day reminder using recurrence.

How do Keywords and Sequences help with confirmations?

When patients reply with a keyword like CONFIRM or RESCHEDULE, TextUs can enroll them automatically in a Sequence. The first step confirms attendance or provides a reschedule path. A later step checks back if there is no response.

How does the Shared Inbox keep staff aligned?

All replies appear in one place so staff can see context and avoid duplicates. You can assign ownership and use Templates for fast, consistent answers. Notes and tags make handoffs to billing, insurance, or the front desk straightforward.

What metrics should I track to prove value?

Start with delivery, reply, and click rates to measure engagement. Export CSVs and join them to attendance and reschedule data to see the impact on no-shows. A simple weekly report shows which segments and messages improve outcomes.