While the majority of patients are comfortable with and even prefer text messaging, some may not wish to receive text messages. If this is the case, we make it easy for you to accommodate their preferences.
Typically, the majority of communication from a practice to a patient is through automated messages. When these automations are sent, WELL respects the patient's communication preference (marked in the EMR/scheduling system). If an automation is set up to include both call and email verbiage and a patient has marked calling as the preferred method, then the automation will reach them through an automated phone call. Conversely, a patient who prefers calling will not receive an automated text message, even if the automation includes text message verbiage. To view a patient's communication preferences, click Edit next to Preferred Contact in the Patient Facesheet.
You can easily stop outgoing text messages to any patient that requests messages to STOP. By default if a patient replies with any of the single words below indicating that they no longer wish to receive text messages from your practice line, the Patient SMS Status will change to Disabled and the text block in the channel will be grayed out.
If a patient requests to stop texts in another way, please disable texting. For example, a patient may respond with "Stop Please" or "Please cancel" --since these responses have more than one word they will not automatically disable texting from WELL. Your staff will need to do this by toggling the "Texting Allowed" option below the Upcoming Appointments section to "Texting Disabled." This status will not affect call or email automations.
A patient can re-initiate text messages by responding with any of the single words below:
NOTE: This toggle may be set to Texting Allowed even when the patient preference in the EMR/scheduling system is set to stopped. It is meant to act as an override in the event that the patient requests text communication to stop in a way other than using one of the single words above.
Other Communication Options
If a patient responses with HELP or INFO, they will automatically receive a message informing the patient that they can use the above commands to control the delivery of messages.