One Text at a Time: Supporting Better Care through Smarter Communication
Digital technology shapes the way most people communicate, and healthcare providers are responding by adopting new solutions for everyday patient communication. At the Primary Care Coalition (PCC), we are rolling out YakChat, an SMS text messaging application, as part of our client-focused digital approach.
“Texting has become one of the most common ways people communicate, and we want to keep pace with that," notes Jamal Browne, PCCs Senior Operations Manager. Staff members from several programs within Montgomery Cares would like to exchange text messages with patients as a reliable way to communicate quickly; however, doing so through a cell phone can be time consuming and tedious.
The YakChat solution presents an opportunity for staff members to meet client needs while keeping their own workflows streamlined. The HIPAA-compliant SMS messaging app will help program staff send out appointment notifications and reminders, follow-ups, program updates, and other participant communications more quickly than phone-based texting through its integration with the Microsoft Teams platform. That integration allows staff to communicate by SMS with patients while working from laptops with full keyboards. Staff members completing a YakChat demonstration confirmed that the platform creates more ease in communicating with patients. As we work through full implementation, we are looking toward a unified approach that fits the needs of all programs and the communities we serve.
Sarah Frazell, Director of Behavioral Health, is optimistic about the application’s potential to improve communication and accessibility for patients. Features such as “screenshots, links, and photos are really helpful for patients who struggle with technology skills but are generally comfortable with texts and things that they don’t need to download,” she explains.
As PCC continues to explore innovative solutions, tools like YakChat can help reduce administrative burdens, make the most of available resources, and expand access to care through stronger, more convenient communication.