When we file a lab report we send the patient a SMS message to tell them the outcome of their test and any further steps they need to take.
Do you text patients when you file a result?
Yes — when we file a result, we send the patient an SMS. Depending on the result, this may be:
A normal result notification
Advice about over-the-counter treatment from a pharmacy
A bowel screening reminder
A diary entry added for a recall
You can see the full message for each lab type here.
When do you send the messages?
Messages are sent between 8am and 8pm, 7 days a week*. If results arrive overnight, messages are held and sent the following morning. This means, if a lab report is filed after 8 pm, the patient message is scheduled for 8 am the next day.
* Messages previously sent between 6am - 8pm, until Nov 27th 2024.
What if a patient has multiple tests?
We don't file results immediately - we hold them for up to 4 hours in case more results come in for the same patient, so they can be filed and messaged together. We also make sure that patients always get their message within 24 hours of their test results being available.
Here's how the batching window works:
When a result arrives, we hold it for 4 hours.
If another result for the same patient arrives within that window, the 4-hour hold resets.
This continues with each new result - but we'll always file everything together once 24 hours has passed from when the first result was received.
What do the texts look like?
The patient receives a single SMS covering all batched results. The message includes the line: "You may have other test results which have not yet been processed" - this is expected and simply is in case the patient is awaiting other results that may be outside the batching window.
👀 Want to see all messages? You can review all of our protocols and patient messaging here.
Why do I see multiple consultations in the patient record?
Each individual lab result is saved as a separate consultation in the clinical record. This is by design to give you a clear, detailed record of exactly what was communicated for each specific test.
It may look like the patient received multiple messages, but they only received one combined text. The separate consultations are there so the record clearly shows what was sent for each result.
Can we turn off patient text messages?
Yes - you can turn off SMS notifications for normal results. However, some protocols deal with results that require an action from the patient, so we have to message them in these circumstances for the protocol to be safe and effective.
Even with normal result notifications turned off, patients will still receive text messages in the following circumstances:
Insufficient vitamin D - advice to buy over-the-counter supplements
Smear test results - with the recall date, or if the sample is positive for chlamydia with pharmacy advice
Bowel screening (FOB) - non-response reminders
HbA1c results - if in pre-diabetic range (stable or new)
To request messaging to be turned off, the practice should start a live chat with us or email [email protected]