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Developing an Automated Text Message Program in the Emergency Department
Meylakh Barshay1, Jared S Anderson2
1The Warren Alpert Medical School of Brown University, Providence, Rhode Island.
Rhode Island Medical Journal (2013)
|June 25, 2026
Summary
Automated text messaging (SMS) in emergency departments (EDs) is feasible and well-received by patients. This pilot study shows SMS can improve patient communication and experience during ED visits.
Area of Science:
- Health Informatics
- Patient Experience
- Emergency Medicine
Background:
- Emergency departments (EDs) face challenges like long waits and poor communication, leading to patient dissatisfaction.
- Automated Short Message Service (SMS) can enhance transparency and address patient concerns during ED visits.
- This pilot study assessed the feasibility of an automated SMS program in an ED setting.
Purpose of the Study:
- To evaluate the feasibility of implementing a fully automated SMS communication program in an emergency department.
- To describe the design and implementation of the automated SMS system.
- To gather initial patient feedback on the utility of SMS in the ED.
Main Methods:
- Developed SMS content and logic through patient interviews and multidisciplinary team input.
- Integrated messages with electronic health record (EHR) events for automatic triggering.
- Collected enrollment and anonymous post-visit survey data from adult patients over 15 months.
Main Results:
- Implemented 13 automated messages, with 9.6% of eligible patients enrolling.
- 89.7% of survey respondents desired text message updates during their ED visit.
- The most requested update was "tests/procedures pending" (65.4%).
Conclusions:
- A fully automated ED SMS communication program is technically feasible and positively received.
- Future research should focus on increasing enrollment and engagement.
- Further studies are needed to assess impact on patient experience and applicability in other settings.
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