Secure automated patient communication (SMS/email)

Purpose

1.1. Enable secure, automated communication with patients regarding appointment confirmations, pre-op/post-op instructions, reminders, follow-ups, consent, and status updates.
1.2. Ensure message delivery is HIPAA-compliant, traceable, and supports response capture for two-way engagement.
1.3. Reduce manual workload for clinical and administrative staff while improving patient preparedness and satisfaction.
1.4. Customize messaging for language, urgency, time sensitivity, and patient-specific requirements.

Trigger Conditions

2.1. New appointment creation or modification in EHR/EMR or scheduling software.
2.2. Updates to patient procedure status (pre-op, post-op).
2.3. Pre-configured day/time before scheduled procedures (e.g., 48/24/1 hour reminders).
2.4. Completion or non-completion of patient forms or instructions.
2.5. Emergency alerts or direct communication needs initiated by staff.
2.6. Acknowledgement or response received requiring escalation/follow-up.

Platform Variants

3.1. Twilio SMS
• Feature/Setting: SMS Messaging API; Secure webhook configuration for outbound/inbound SMS; sample: configure messaging service SID and enable HIPAA messaging compliance option.
3.2. Twilio SendGrid
• Feature/Setting: Email API; secure templates for patient communication; configure API key, sender authentication, and enable TLS for transmission.
3.3. AWS Simple Notification Service (SNS)
• Feature/Setting: SMS/email send notification; use SNS topic for patient groups; enable message encryption and auditing.
3.4. Microsoft Graph API (Outlook/Teams)
• Feature/Setting: Send mail; automate templates to patient addresses with health data tagging and encryption.
3.5. Google Cloud Pub/Sub with Firebase Cloud Messaging
• Feature/Setting: Secure publish/subscribe model for SMS/email triggers; configure FCM tokens and encryption settings.
3.6. Plivo
• Feature/Setting: SMS API; configure subaccount for healthcare, enable audit trail and two-factor authentication for secure delivery.
3.7. ClickSend
• Feature/Setting: SMS/Email API; utilize secure address books, template management, and compliance toggles.
3.8. Nexmo (Vonage)
• Feature/Setting: SMS Messaging API; set up secure callback URL, API credential rotation, and custom patient consent flows.
3.9. Mailgun
• Feature/Setting: Transactional Emails; enforce inbound tracking and secure webhooks; enable GDPR/HIPAA mode.
3.10. Mandrill (Mailchimp Transactional)
• Feature/Setting: Transactional email API; setup domain authentication, secure templates, and enable open/click tracking for healthcare data.
3.11. Salesforce Health Cloud
• Feature/Setting: Patient messaging automation; configure secure workflow in Process Builder and enable audit logging.
3.12. Intercom
• Feature/Setting: Secure messaging workflow with segmentation; use health-specific data tags for personalized triggers.
3.13. Zoho CRM (Healthcare Edition)
• Feature/Setting: Workflow automation for SMS/email on patient status change; enable data encryption, configure API integration.
3.14. Medchat
• Feature/Setting: HIPAA-compliant, automated chat/SMS/email workflows; configure patient consent process and record-keeping.
3.15. Luma Health
• Feature/Setting: Patient SMS/email drips; configure campaign rules for surgery reminders, response triggers, and privacy settings.
3.16. TigerConnect
• Feature/Setting: Secure messaging channels for patient outreach; configure protected message lifecycles and role-based access.
3.17. OhMD
• Feature/Setting: SMS/email broadcast and reply tracking; enable secure patient identification, appointment-related message templates.
3.18. Paubox
• Feature/Setting: Encrypted email API for PHI; configure TLS, email audit, and patient opt-in/opt-out flows.
3.19. Solutionreach
• Feature/Setting: Automated reminders & recall via SMS/email; setup appointment rule engine and encrypted delivery tracking.
3.20. RingCentral
• Feature/Setting: Secure SMS/voice API; integrate with EHR webhook, enable delivery confirmation and data logging controls.
3.21. Infobip
• Feature/Setting: Omnichannel SMS/email automation; use API for secure patient info, enable message backup encryption.
3.22. MessageBird
• Feature/Setting: Programmable SMS/email; set up secure API key management and configure patient journey flows.

Benefits

4.1. Improves patient compliance with pre- and post-op instructions and attendance.
4.2. Enhances the efficiency and accuracy of communications, reducing manual errors.
4.3. Ensures all patient data transmissions are encrypted and traceable for compliance.
4.4. Streamlines follow-ups and emergency protocol alerts to optimize outcomes and resource use.
4.5. Reduces administrative burden and enables staff to focus on critical patient care tasks.