Patient Opt-In to SMS/Text Messages

Patient Opt-In Information

Intiveo partners with Twilio to send SMS Text Messages to patients for each Intiveo client account. As part of the registration process, Intiveo collects opt-in consent for sending text messages through the following methods:

1. ePHI Legality: HIPAA permissions allow dental offices to communicate for appointment reminders and treatment options, and this expressed consent is collected by the dental office directly.
2. Patient Onboarding: when the dental office welcomes a new patients, the office has new patient forms that have communication allowance as part of the agreement with the patient.
3. Anti-Spam Laws (such as CANSPAM and CASL): these laws give implicit opt-in for patients because they have an existing business relationship with the dental office.

Intiveo provides the following rationale to describe the opt-in process for patients at each dental office Intiveo partners with:

Patients opt into their preferred method of contact (email, personal phone call, digital call, or sms) during their appointment intake process through expressed consent, a record of which is kept in their medical file, they are then given an opt out message immediately before receiving any communication regarding their appointments.

The opt-out message, which is sent as the first message a patient receives from Intiveo, is as follows:

[Company Name] is pleased to offer text message reminders. Please reply "stop" if you do not wish to receive them.

Dental Office: SMS Verbal Consent Conversation with Patient

Opt-In Screenshot (Twilio)