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“Nearly three-quarters of consumers say they prefer texting with a business if an actual human is the returning texts — no bots need reply.

But the rise of artificial intelligence has led to further advances in smart texting, including the ability to answer simple questions — such as “when is my next appointment?” — without human intervention. Texts regarding certain actions like prescription refills or payment questions can be automatically routed to the correct department for follow-up.

Because of privacy concerns, texting in a medical setting must occur on a HIPAA-compliant platform, but solutions exist today where secure text communications flow to the patient record and enable video calls and the ability for patients to pay their bills by text.”

Keith Dressler is a health care executive.

He shares his story and discusses his KevinMD article, “3 reasons practices should implement patient-initiated collaborative texting.”

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Hosted by Kevin Pho, MD, The Podcast by KevinMD shares the stories of the many who intersect with our health care system but are rarely heard from.