JUNE 19-23, 2018   •  CHICAGO, IL
We Are Case Management • McCormick Place

PP03 – To Text or Not To Text, That is the Question

PP03 – To Text or Not To Text, That is the Question

Case managers are increasingly being asked by their patients and families to text them rather than calling them especially with answers to questions. Our consumers are short on time in their busy lives and want to have answers quickly on their high tech equipment since many are multi-tasking all the time. One of the biggest challenges with texting involves keeping PHI/personal health information protected and is that possible? Many physician offices have patient portals for communication that many patients like. Is this a possible alternative to texting that better protects PHI? Some case managers have the option of sending secure email to their patients but don’t always have the option of the patients emailing them back.  Then the patients must call the case manager which sometimes results in the inevitable phone tag.  This is frustrating to patients and case managers. Case managers want to be available to their patients but have the challenge of their caseload and not being able to talk to more than one patient at a time.  Is texting the answer?  This presentation will discuss the frequency of exchanging test messages between case managers and patients, protection of PIH when texting, alternatives to exchanging texts between patients and case managers, the costs of texting, and the implications for case managers.