This automated text system makes the scheduling process easier for the patient and for our team, while using secure communication in a way that most of us have become accustomed to.
Trey Dobson, MD, chief medical officer and vice president of clinical servicesStaying on top of important medical screenings just got easier, thanks to an expansion of Southwestern Vermont Medical Center’s (SVMC) scheduling system.
SVMC now offers an automated appointment reservation system, giving existing patients appointment options, via text messaging. This process starts when a patient is due for a screening, per the patient’s medical provider. The scheduling system selects an available date and time for that screening and sends the patient the first option. If that time works, the patient can simply confirm via text or send a request to reschedule to another date.
“Our goal is to get more community members in for important screenings, like mammograms and lung cancer scans,” said Trey Dobson, MD, chief medical officer and vice president of clinical services. “This automated text system makes the scheduling process easier for the patient and for our team, while using secure communication in a way that most of us have become accustomed to.”
The automated system follows the steps outlined below (see graphic representation above).
- A patient will receive an initial welcome text from “SVMC Appointment Reminder.”
- A screening reservation option will then arrive, including the screening date, time and location. If the time works, a patient can simply reply “1” to confirm or “9” to reschedule or decline.
- Once a date is confirmed, patients receive a helpful appointment reminder one month and one week prior to the appointment.
- Patients are also texted a link to test preparation instructions for their particular screening.
The system is HIPAA-compliant and will never text unsecure, sensitive patient information.
In the age of sophisticated phishing scams, patients can be naturally cautious around text messaging. SVMC’s Information Services team offer a few ways you can confirm the message is coming from SVMC and not a scammer.
- Text messages will come from 802-247-7779 and display the name “SVMC Med Ctr.”
- Links in any message will display as “link.svhealthcare.org/.”
- If there is any concern and you need to validate the message, you can call the SVMC scheduling department at 802-447-5541.
Overall, the aim of the SVMC appointment reservation system is to improve access to screenings by simplifying the appointment process.
“All the information you need for your screening appointment ends up in one place on your phone, where you can reference it, as needed,” said Dobson.