Choosing the Right Patient Reminder Channel: Text, Voice or Email

In today’s connected world, healthcare providers face a key question: how should they communicate appointment and care reminders to best reach their patients? With text messages, voice calls and emails available, understanding the strengths of each communication channel is critical to reducing no-shows, improving efficiency and enhancing the patient experience.

Text Reminders (SMS)

Text message reminders, or SMS, are among the most effective channels for quick engagement. Research from the Pew Research Center shows that 97% of Americans own a cellphone, and the majority use text messaging regularly. With a staggering 98% open rate and delivery times measured in seconds, SMS messages are ideal for time-sensitive reminders. Clinical research published in the International Journal of Pediatrics supports this, noting the no-show rate was significantly lower in those who received text reminders with the standard phone message. While SMS is especially popular among adults aged 18 to 49, adoption is steadily increasing among older adults as well.

Voice Reminders

Automated phone calls and interactive voice recordings remain valuable tools, particularly for patients who prefer verbal communication or have limited access to texting or internet-based services. These calls are effective for delivering longer, more detailed instructions and are often the preferred method for rescheduling or canceling appointments, especially among older adults. A study published in BMC Health Services Research found that automated calls were consistently associated with reduced missed appointments, making them a trusted method for high-impact communication.

Email Reminders

Email reminders offer another layer of communication, especially useful for delivering more detailed content such as pre-appointment instructions, documents and links to patient portals. Pew Research indicates that more than 90%of U.S. adults use email, including over 75% of those aged 65 and older. While emails generally see lower open and response rates compared to texts, they remain a key part of a multi-touch engagement strategy, particularly when patients expect and prefer them for more formal communication.

Patient Preferences Matter

Patient preference plays a critical role in determining the right channel. Younger patients are more likely to engage with text messages, while older adults often favor voice calls or email. However, no single method fits every patient, which is why offering multiple communication channels is essential. Practices that adopt a multi-channel strategy can see higher confirmation rates, lower no-show rates and improved overall patient satisfaction.

Reminder Mate from Office Ally

Reminder Mate helps you connect with patients on the channel they use most. Designed to simplify and enhance patient communications, Reminder Mate allows medical offices to send automated reminders via text message, voice call or email, all from a single, easy-to-use tool that supports delivery in 16 different languages. Reminder Mate helps you capture each patient’s preferred communication method and automatically delivers reminders accordingly. Providers can set up multiple reminder touchpoints, such as an email a week before the appointment and a text the day before, ensuring timely outreach without overloading patients.

In short, effective reminders depend on meeting patients where they are. Texts offer immediacy, voice calls provide familiarity and clarity and emails deliver depth. With Reminder Mate, you don’t have to choose just one; you can confidently support all three preferences in a coordinated, efficient and patient-friendly way.

Learn more about how Reminder Mate can help you improve appointment attendance and streamline communications.