Inform patients of relevant promotions on products and services
Outcomes offers a variety of programs and services to support your patients and strengthen your business. Participation in these programs which enhance your business by marketing products and services to your patients requires additional consent.
Your patients will receive a text message that asks them to opt-in to receive marketing communications. This will be required before Outcomes sends any messages regarding products and services to your patients that may be considered to be promotional in nature. It’s important that you ensure you also have the required components of HIPAA marketing consent in place for your patients and covered in your Notice of Privacy Practices as described in ourGeneral Terms and Conditions.
Being able to communicate with your patients can drive your pharmacy's revenue by increasing awareness of health options and building a solid foundation for better patient engagement and loyalty.
Frequently Asked Questions
What is the content of the text message my patients will receive?
ENGLISH: Hi <Patient Name>, thank you for putting your number on file with <Pharmacy Name>; we will use this number to text you about refill and prescription information. Please confirm consent to the pharmacy providing automated calls, texts, emails, or mailings with prescription information, marketing messages, and health-related information using any contact information you put on file with the pharmacy by replying YES.
SPANISH: Hola <Patient Name>, gracias por dejar su número de teléfono registrado con <Pharmacy Name>. Usaremos este número para mandar mensajes sobre sus rellenos e información sobre sus recetas. Por favor confirme consentimiento para que la farmacia provee llamadas, textos, correos electrónicos o publicidad con información sobre sus recetas, mensajes de promoción, e información relacionada con la salud usando cualquier información de contacto que tenga con la farmacia con respondiendo YES.
Responses to Replies:
- If YES: Thank you, your response has been noted.
- If reply is anything other than YES: Did not recognize your entry. Please reply YES.
- If no response within 48 hours: The dialogue ends.
For invalid and no responses, the retry date will be set to 30 days in the future, with fill.
If the patient does not reply YES will the patient continue to receive refill and other adherence messages?
Yes, other non-promotional messages will continue to be sent unless the patient opts out or you remove them from texting programs.
My patients have already consented to text message communications. Will they need to opt into this new program as well?
Yes, to receive any of the promotional messages patients will need to opt into this new program. Any legacy text consent your patients opted into will be replaced by this new campaign.
For pharmacies using our advanced communication products, marketing-related messages the pharmacy may want to send on their own will require marketing consent on file. Marketing consent will be a gateway to allow pharmacies to send out marketing campaigns that were traditionally declined for communication via our systems in the past.
What are the ways to update a patient's Marketing Consent?
There are two ways a patient can be opted in for Marketing Consent:
1. If a patient receives the post-fill consent text and replies YES.
2. The pharmacy can manually opt a patient into Marketing Consent within the Patient Engagement Center patient profile under the Marketing Consent section.
Patients can opt out by replying STOP after receiving a message.
Patients default to NO until consent is on file via the post-fill Marketing Consent campaign OR if they are manually opted in.
Contact our Support Team to schedule a training session on how to manage your patient preferences.
Is the consent text tied to the patient profile or the patient phone number?
Marketing consent is tied to the patient profile.
What happens if a patient changes their phone number?
Marketing consent is tied to the patient level, not the phone number. If a patient has given marketing consent we will communicate to the new phone number once it is updated in the patient profile.
What happens if multiple patients share the same phone number?
Outbound communications are tied at the patient level. If multiple patients share the same phone number, and one has opted in and one has not, then the text to that phone number will be sent to for the patient who is opted in.