Opt-in Policy
Use case Healthcare notifications / patient care coordination / conversational patient support.
Campaign description
mye health sends SMS messages to patients or caregivers who contact the mye health concussion hotline and consent to receive texts.
Messages include secure intake links, identity and consent form links, concussion red-flag screening links, appointment scheduling, visit reminders, provider follow-up notifications, and concussion care follow-up instructions.
Messages are not promotional or marketing messages.
Patients call the mye health concussion hotline. During the call, a mye health representative or IVR asks the patient whether they agree to receive SMS/text messages from mye health at the phone number they provide.
The patient presses "1" to agree to receive a text message adn mye health records the date, time, phone number, and consent source.
mye health then sends an SMS confirmation.
The call ends if the patient presses any other number.
Double opt-in: the patient must reply YES before receiving additional care workflow texts.
Step 1: Verbal consent before first SMS
Customer calls the hotline, and hears the message:
"Thank you for calling our concussion hotline
If this is an emergency, please hang up and dial 911
You will receive a text message with a secure link to your patient portal.
One of our providers will follow up with you shortly
We can send you text messages about this concussion hotline request, including secure intake links, appointment scheduling, visit reminders, patient care updates, and follow-up instructions.
Message frequency may vary, up to 7 messages per week. Message and data rates may apply. Reply STOP to opt out or HELP for help.
Press 1 if you agree to receive concussion hotline text messages at this phone number"
On input 1 play message
"Thank you
You will receive a text message with a secure link to your patient portal.
One of our providers will follow up with you shortly"
Set Patient SMS consent = Y
On any other input play message
"Thanks for calling, have a nice day"
End of call, no further action.
Set Patient SMS consent = N
Step 2: Send the opt-in confirmation SMS only after verbal consent
If Patient SMS consent = Y
Double Opt-in, mye health responds via text:
"Thank you for calling our Concussion Hotline
If this is an emergency please hang up and call 911
This is secure link to Your Portal
You agreed to receive text messages from mye health about your concussion hotline request, including secure intake links, appointment scheduling, visit reminders, patient care updates, and follow-up instructions.
Up to 7 msgs/week. Msg & data rates may apply. Reply HELP for help or STOP to opt out.
Reply Y to confirm
Privacy: https://myehealth.app/privacy-policy Terms: https://myehealth.app/terms "
Customer responds via text: Y
mye health confirms via text: "You’re all set!
We’ll text you about your concussion hotline request, including secure intake links, scheduling, reminders, patient care updates, and follow-up instructions.
Reply STOP to opt out."
Set Patient SMS consent = YY
Customer responds via text: any other response
mye health responds:
"You did not opt-in for text messages
Please opt-in to proceed with your concussion care"
End of call, no further action.
Set Patient SMS consent = NN