SMS Text vs Phone Calls: Patient Communication Preferences

Patient communication preferences have shifted significantly over the past decade. Healthcare operators, dental practices, and orthodontic offices are all feeling the impact. Missed calls, voicemail tag, and declining response rates create operational friction for staff and delay patient care.

The question many administrators are asking is simple. When it comes to reaching patients, which is more effective today: phone calls or SMS?

The answer is not about replacing phone calls entirely. It is about aligning communication methods with modern patient communication preferences while maintaining HIPAA-compliant workflows for staff.

Patient Communication Preferences Are Changing

Patients now manage most of their daily interactions through mobile devices. Banking alerts, delivery updates, and school notifications are delivered via SMS. Healthcare is no exception.

Across medical, dental, and orthodontic practices, patients increasingly expect communication that is:

• Convenient and easy to respond to

• Non-disruptive to their workday

• Clear and timely

• Accessible without downloading new apps

  
  

Phone calls still matter, especially for complex or sensitive conversations. However, for routine operational communication, many patients simply do not answer unknown numbers or return voicemails promptly.

This shift has real implications for healthcare operations.

Why Phone Calls Create Friction for Staff and Patients

Phone calls are familiar but resource-intensive.

From an operational standpoint, phone-based workflows often lead to:

• High call volumes during peak hours

• Repeated outbound call attempts

• Long hold times for inbound calls

• Voicemail messages that go unanswered

  
  

In particular, front office teams in dental and orthodontic practices spend a significant portion of their day chasing patients for confirmations, reschedules, and basic questions. Each call requires staff time, and many calls never result in live contact.

Patients experience friction as well. They may be unable to answer during work, forget to return voicemails, or feel overwhelmed by repeated calls.

With the rise of spam and robocalls, most patients no longer answer calls from unknown numbers. Call blocking, spam labeling, and call screening tools are now standard on both mobile phones. For healthcare providers, this shift has real consequences: important calls often go unanswered, voicemails are ignored, and follow-up slows down care. 

Text messaging offers a more reliable alternative. Patients are far more likely to read and respond to a text than answer an unexpected call, making SMS one of the most effective ways for healthcare organizations to communicate clearly, quickly, and without disruption.

How HIPAA-Compliant SMS Texting Changes Response Rates

HIPAA-compliant SMS Texting offers a different experience when implemented through an approved healthcare communication platform.

It allows staff to send secure, documented messages for appropriate use cases such as:

• Appointment reminders and confirmations

• Schedule changes and waitlist openings

• Pre-visit instructions and intake prompts

• Post-visit follow-ups and next steps

  
  

Patients can respond from their personal mobile phones using standard SMS. Compliance responsibility remains with the healthcare organization and its approved systems, not the patient’s device.

Because SMS messages are delivered quietly and can be answered quickly, response rates are often higher for routine communication. A simple confirmation request sent via SMS can be handled in seconds, rather than through multiple phone calls.

What Patients Actually Respond To

When comparing SMS and phone calls, the difference lies less in technology and more in context.

Patients tend to respond best when communication is:

• Relevant to an upcoming or recent visit

• Short and easy to understand

• Actionable with a clear next step

• Delivered through a familiar channel

  
  

For appointment reminders, SMS consistently outperforms phone calls in terms of response speed. Patients can confirm, cancel, or request changes without interrupting their day.

Phone calls remain valuable for discussions that require explanation, empathy, or real-time back-and-forth. Treatment conversations, financial discussions, and urgent clinical concerns often warrant a live voice interaction.

The most effective practices do not rely exclusively on one channel. They design workflows that use each method where it performs best.

Dental Patient Communication Preferences

Dental practices face unique challenges with missed appointments and last-minute cancellations. Patients often delay or avoid returning calls, even when the appointment is important.

SMS-based appointment reminders and confirmations help reduce no-shows by meeting patients where they already are. Many dental offices see improved schedule utilization when patients can respond with a quick confirmation instead of calling back.

Dental patient communication preferences increasingly favor SMS for:

• Routine reminders

• Hygiene recare scheduling

• Pre-appointment instructions

• Simple follow-ups

  
  

Phone calls still play a role for complex treatment plans or financial coordination, but they no longer need to carry the full burden of daily communication.

Orthodontic Patient Communication Strategies

Orthodontic practices often communicate with both patients and parents, adding another layer of complexity. Schedules are busy, appointments are frequent, and coordination matters.

HIPAA-compliant SMS Texting supports orthodontic workflows by enabling:

• Automated reminders for recurring visits

• Quick updates about schedule changes

• Clear instructions for appliance care or adjustments

• Easier coordination with parents and guardians

  
  

Orthodontic patient communication strategies that include SMS help staff manage high-volume interactions without increasing phone workload. Patients and families appreciate the flexibility and clarity.

Operational Benefits Beyond Response Rates

Improved response rates are only part of the picture. SMS-based workflows also support broader operational goals.

Healthcare operators often see benefits such as:

• Reduced call volume for front office staff

• Faster patient responses with less follow-up

• Better documentation of communication

• More consistent messaging across locations

  
  

By standardizing communication through a secure platform, organizations reduce the risk associated with unmanaged personal devices or consumer messaging tools.

Choosing the Right Mix for Your Practice

The real question is not SMS versus phone calls. It is about designing communication workflows that align with patient communication preferences while supporting staff efficiency and compliance.

A balanced approach typically looks like this:

• Use HIPAA-compliant SMS Texting for routine, operational communication

• Reserve phone calls for complex or sensitive conversations

• Ensure all staff communication flows through approved systems

• Give patients clear, consistent expectations for how they will be contacted

  
  

This approach respects patient preferences without sacrificing care quality or compliance

standards.

A Few Final Thoughts

Patients have made their preferences clear through their behavior. They respond faster and more consistently to communication that fits into their daily lives.

Healthcare organizations, including dental and orthodontic practices, that adapt their communication strategies accordingly are better positioned to improve engagement, reduce friction, and support their teams.

SMS does not replace phone calls. It complements them. When used thoughtfully within secure workflows, it becomes one of the most effective tools for modern patient communication.

Ready to align your communication strategy with what patients actually respond to?

Explore how Rhinogram helps healthcare organizations enable secure, efficient SMS Texting workflows that reduce staff burden and improve patient engagement.

Reach out to Rhinogram to Learn More:

• Email: support@rhinogram.com

• Call or Text: (423) 800-7644