Letterkenny hospital introduces two-way text reminder service for outpatients

Letterkenny University Hospital (LUH) has launched a two-way SMS text messaging reminder service for patients who have physiotherapy outpatient appointments.

Over time, LUH aims to expand this service to include all outpatient appointments, making it available to the wider public. The new service will enhance patient engagement and reduce missed appointments by engaging with patients via text, allowing them to confirm or cancel appointments directly.

The two-way SMS text messaging service is secure and simple to use and a step up from one-way systems. The service sends a text message reminder to the patients’ mobiles ahead of an appointment. On receipt, patients are able to note the reminder and confirm or cancel the appointment.

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Patients will receive initial outpatient details, via letter, before the first text message reminder is sent to them ten days before the scheduled appointment.

Here is how it works: Initial Appointment Notification: Patients will continue to receive a letter with their initial outpatient appointment details; First Text Reminder: Ten days before the scheduled appointment, patients will receive their first SMS Text reminder; Second Text Reminder: A second SMS Text reminder will be sent three days before the appointment.

Upon receiving the text message, patients should reply: Y to confirm attendance or N to confirm they will not be attending.

Patients who respond with an N will receive another text asking them if they require another appointment and also reminding them if they cancel that appointment, they will be discharged back to their G.P. A new appointment date will be sent to patients who request another appointment.

Seán Murphy, Letterkenny University Hospital Manager, said: “This new text message service is a simple yet effective way to help patients manage their appointments while reducing missed attendances. By introducing a two-way system, we are making it easier for patients to let us know if they cannot attend. These appointments can then be offered to others on the waiting list. This service improves communication and makes the process more efficient for the service and the patient. We sincerely thank the patients of Letterkenny University Hospital for their cooperation with this new service.”