Developing Messaging Content and Logic
Consider the following when developing the message script and messaging algorithms or logic:
- Keep messages clear and concise; avoid too much shorthand to minimize confusion
- Allow time to test messages, obtain feedback and refine them
- Ensure that text messages are culturally appropriate for the patient population
- Provide an introductory message, and in some cases, a closing message
- Determine the frequency with which texts should be sent based on the structure of the project and patients’ feedback
- Test sending messages at different dates or times to assess wen patients will be most engaged
Here are example message content and logic developed by grantees:
- Sacramento Native American Health Center – Text messages for engaging patients in between substance abuse recovery program sessions
- Golden Valley Health Center – Text messages for sending reminders and confirming appointments
- Northeast Valley Health Center – Text messages for monitoring patients’ blood pressure levels and sending appointment reminders
- Olive View UCLA Medical Center – Text messages for Emergency Department admissions tracking. For more details about the texting logic, see Olive View Medical Center Texting Flow Diagram.
- Asian Health Services Texting Platform – Screenshots of the texting platform and message logic to outreach to patients for insurance enrollment assistance. This includes a step-by-step demo of how clinic staff would navigate the platform to send and manage text messages as well as to track insurance and response status.