Mastering the Balance of Patient Communication

We all know that text messaging is one of the easiest ways to communicate, especially in a fast-paced, hyper-connected world. Whether your practice already uses texting or is considering it, one thing is clear: your patients expect convenience. They text their hairstylist (or barber!), pharmacy, and favorite coffee shop and want that same, quick, seamless experience from their eye care provider.   

However, while texting offers speed and accessibility, not every message belongs in that format. Knowing when to send a text versus when to call can make the difference between a quick resolution and a frustrating back-and-forth.   
 
What Patients Told Us  

A recent survey to nearly 1,000 patients across the nation revealed just how much they value convenience—and how your practice can better meet their expectations. Here’s what we found:  

• 78% spend 1–5 minutes on the phone to resolve simple questions.   
• About a third have used text messaging with their doctor’s office, mostly for quick confirmations, appointment reminders, or pickup notifications.  
• 12% said they’d prefer to text for simple issues, citing convenience as their top reason.  

The takeaway? Calling is still the most common method of communication, however, patients are open to texting when it makes life easier.   
 
When Texting Works Best  

• Confirmations and reminders: “Hi Alex! Just confirming your 2:30 p.m. tomorrow, October 30, 2025.”   
• Pick up notifications: “Your glasses are ready for pick-up!”   
• Simple scheduling: “Would you like to keep your current appointment or move it to next week?”  
• Short updates: “We received your insurance card. Thanks for sending that over!" 

Texts allow your team to handle multiple conversations at once, reducing call volume and freeing up your phone lines for patients who need more detailed assistance.  And for patients, the benefit is clear—they get to handle everyday needs without disrupting their day.  

When It’s Time to Call  

• The conversation involves personal or billing details that are better discussed live.   
• The patient is upset or confused and needs reassurance.  
• The issue requires multiple back-and-forth responses.  

Some topics are too complex and sensitive to text. In these scenarios, a quick call helps ensure accuracy, clarity, and empathy. Striking this balance is the foundation of great patient relationships.   
 
Bring it All Together with EncompassMessage  
Eyefinity^® EncompassMessage is a secure and reliable two-way patient messaging tool that takes your patient communication one step further—stay in touch, follow up fast, and deliver the kind of care that keeps patients coming back.  

Make Every Message Count    
We created the Patient Communications Playbook to help your practice master the balance between texting and calling. Inside, you’ll find a quick, practical guide your team can put to work immediately, complete with ready-to-use patient message templates and real-world examples to save time and strengthen patient relationships.   

Ready to connect smarter?  
Download the Patient Communications Playbook and start sending the right message (or making the right call) every time.