This feature is available for organizations with an Advanced Subscription and it must be enabled by Caredove staff.
SMS Appointment Reminders
Caredove is committed to facilitating seamless communication and safeguarding privacy for the clients of our business partners—those individuals who benefit from appointments scheduled through our platform. To achieve this, we offer SMS appointment reminders, designed with efficiency, privacy, and regulatory compliance at the forefront. Here’s a detailed overview:
Opt-In Procedure
Required Information: Clients, in this context referring to the individuals receiving services from our business partners, must provide a valid email address and phone number as part of the appointment setup.
Consent to Receive Notifications: It's crucial that these clients give explicit consent to receive SMS reminders by selecting a designated opt-in radio button on the referral form. This consent ensures SMS reminders are only sent to those who welcome them.
Scope and Restrictions of SMS Reminders
Singular Purpose: The core function of SMS reminders is to provide timely notifications about upcoming appointments or referrals, without any deviation towards marketing or unrelated communications.
After the Appointment: There are no SMS reminders sent post-appointment, negating the requirement for an opt-out or "STOP" functionality.
Data Privacy and Retention: In alignment with privacy principles, Caredove does not retain clients' phone numbers beyond the necessary period defined by the referral’s Protected Health Information (PHI) expiration. Additionally, Caredove’s system does not process replies to SMS reminders, underscoring our focused use of SMS technology for one-way reminders.
Compliance and Service Provider
Twilio for SMS Services: Our choice of Twilio as the SMS service provider ensures dependable delivery within the framework of Canadian SMS usage guidelines.
Adherence to Regulatory Guidelines: Consent Is Key: Acquiring explicit opt-in consent from clients before sending any SMS reminders is a practice we uphold rigorously, in line with application-to-person (A2P) messaging best practices.
Legal and Ethical Compliance: Our operations conform to both Twilio’s recommendations and legal mandates, notably avoiding contact with individuals listed on do-not-call or do-not-disturb registries.
Steps Toward Implementation
We transparently disclose that all preparatory steps with Twilio, including the creation of a customer profile and brand registration, have been completed, ensuring our SMS reminder service is both robust and compliant.
In Summary
Caredove’s SMS appointment reminders system is designed to enhance the experience for clients receiving services from our business partners. By prioritizing consent, privacy, and strict adherence to guidelines, we provide a service that’s not only convenient but also fully compliant with best practices and regulations.