Use of SMS at S&B Behavioral Health Care
Who SMS is used between:
Text messaging will primarily be utilized between our staff members, including therapists, administrative personnel, and management, as well as between staff and clients to facilitate communication.
Who initiates SMS:
The initiation of SMS can come from both staff and clients. Staff may reach out to clients for appointment reminders or updates, while clients can initiate messages for inquiries or to confirm appointments.
Important example topics:
- Scheduling: Text messaging will be used to confirm appointments, reschedule sessions, and remind clients of upcoming visits. This ensures that both staff and clients are aligned and helps reduce no-show rates.
- Follow-ups: After sessions, therapists can send follow-up messages to clients, checking in on their progress or reminding them of actionable items discussed during their appointments.
- Conversational small talk: While maintaining professionalism, staff can engage in brief, supportive conversations with clients to enhance rapport and foster a welcoming environment.
Collection of Customer Phone Numbers and Consent
Where does our company collect phone numbers from?
We collect customer phone numbers through multiple channels:
- Webform: Clients can provide their contact information during the intake process on our website.
- Phone Calls: Staff may also collect phone numbers during phone interactions with clients.
- Third Party: In some cases, we may receive phone numbers from referral partners, provided that proper consent is obtained.
How do we obtain the customer’s permission to text?
- Webform: When clients enter their phone numbers on our webform, they are required to check a box indicating their consent to receive SMS communications. This webform includes an SMS Disclaimer that outlines the nature of the communication.
- Verbal: For phone interactions, staff verbally inform clients about the SMS communications. The following topics are covered during this process:
- The purpose of the messages (appointment reminders, follow-ups, etc.).
- A statement that message and data rates may apply.
- Instructions to reply STOP to opt-out of future messaging and HELP for assistance.
- An explanation of message frequency, indicating that it may vary based on client interactions.
SMS Disclaimer for Webform:
The SMS Disclaimer on our webform includes the following points:
- By providing your phone number, you consent to receive text messages from S&B Behavioral Health Care regarding your appointments and care.
- Message and data rates may apply.
- Reply STOP to opt-out of future messaging. Reply HELP for more information.
- Message frequency varies.
Content of Messages:
Messages typically contain appointment confirmations, reminders, follow-ups after sessions, and other important updates relevant to the client’s care.
SMS Disclosure:
By providing your phone number, you consent to receive text messages from S&B Behavioral Health Care related to your appointments and care. These messages may include appointment reminders, follow-ups, and important updates.
Message and data rates may apply.
To opt-out of future messaging, reply STOP. For assistance, reply HELP. Message frequency may vary.