Text messaging boasts a 98% open rate. It’s no surprise that they are a patient favorite and highly preferred method of communication. However, it’s important to keep in mind that texting won’t always be the best way to communicate with your patients. In this post, we’ll delve into the best practices for sending messages, along with alternative communication channels that may be more suitable.

Best Practices for Text Messaging

Open Dental offers a multitude of texting messaging options. From reminders, confirmations, 2-way texting, and more, there are many options for keeping patients in the loop about their appointments. Learn more about integrated texting in our post, Better Patient Communication with Integrated Texting

However, carriers are very picky about text messages. There are many rules and regulations in place to prevent the public from receiving spam messages. Consider the following when drafting your messages. These best practices ensure your office is compliant, and prevents your phone number from being marked as spam. Besides, you can’t reach a patient who has blocked your number.

1. Do not include PHI.
   Text messages are not encrypted. Do not include patient PHI.
2. Obtain texting consent.
   Patients should agree to receive text messages. This can be done verbally (make sure to commlog the interaction), as a checkbox on a patient intake form, or by entering their phone number when scheduling an appointment via Web Sched. When consent is received, change the Text OK status for a patient to Yes. If a patient accidentally opts out, they can opt back in any time by sending an Opt-In message.
3. Do not include links (URLs).
   When manually drafting a text message, do not include a link as the carrier will likely block it. Links are only acceptable when generated by the Open Dental Automated Messaging Feature (e.g. Web Sched), as these links are monitored and vetted. For eConfirmations, use the [ConfirmCode] field instead of [ConfirmURL].
4. Keep messages short.
   While Open Dental can support message lengths of up to 1,600 characters, it is not recommended. Try to keep messages under 320 characters to ensure prompt delivery.

Open Dental does not offer mass texting for several reasons:

• Mass texting can result in your texting number being marked as spam. If this happens, you won’t be able to text any of your patients.
• It can be difficult to keep patient records current. For example, a patient may have left the practice, but their patient status may still be marked as Patient. This means they could receive messages not relevant to them, and they may report it as spam.
• There is no scenario in which you need to contact your entire patient base. Most commonly, you only need to contact specific patients. For example, you may need to reach patients with upcoming appointments (of an unexpected practice closure). This can already be done via text messaging by right-clicking on the day and selecting a Text Appointments for Day option.

Alternative Communication Channels

You may have news or practice highlights you wish to share with your patients. Maybe your dentist is going on maternity leave, or you’re hosting a carnival for the community. While texting may seem like a great way to tell people your exciting news, it may feel intrusive to patients, and they may start to ignore texts from you and miss important notifications. Consider these options instead:

1. Post it to your website and social media.
   Both current and potential patients look to the Internet for their data. Let your patients know they can stay up-to-date on your practice by following your Facebook page or checking out your website periodically.
2. Create a newsletter.
   If you love staying in touch with your patients, generate a periodic newsletter that patients can subscribe to via email.
3. Send a postcard.
   If you’re offering a deal or discount, consider generating postcards using the Advertising Postcards feature.

By following these best practices, your office will be able to use text messaging to send information to patients in a way that is compliant, relevant, and well-received. For help with Integrated Texting or any other feature in Open Dental, reach out to Support.