Service Consent in Holly
Discover how the CTIA regulations will be applied to your patients

The Regulation

New national regulations will affect Holly’s functionality. All SMS messaging in the US is governed by the CTIA (CTIA represents the U.S. wireless communications industry) and strict rules are in place to regulate messaging, the Opt-in consent text is one of those.

What is requested by the CTIA?

  • The patient's consent allows Holly to provide multiple SMS services on behalf of a specific practice.
  • Only the patient has the authority to grant or revoke permission to Holly.
  • This opt-in, or consent, can’t be shared, sold/bought, or transferred to additional services or senders such as EHRs or other platforms.

Why is this good for patients?

  • Protects from unwanted messages.
  • Prevents messages from being sent to a wrong phone number.
  • Improves patient’s trust and confidence in your services.
  • Increases adoption of innovative SMS services.

Patient Experience

Rest assured that by enabling the service consent within Holly, the impact of your patient engagement will be minimal or nonexistent, and patients will receive their appointment information.

What is changing in Holly?

This is a one-time consent that will need to go to 100% of patients who need to receive communication from Holly. 3 scenarios could happen:

1. If the patient replies 'Yes' via SMS (give us the consent): 
The consent and the appointment information will be sent before being able to confirm. 
Holly will not request consent again, regardless of the number of future appointments. This can happen via your web scheduler or SMS.

2. If the patient says 'No' (declines the consent): 
The consent and the appointment information will be sent before being able to confirm.
We will add the number to a blacklist, and the patient will not receive any further communications. You will receive a daily report with this information.

 

3. If the patient doesn’t answer:
Holly will send a second reminder with the appointment information and the consent. If there is still no response, Holly will ask for consent again at their next appointment.

 

 

 

FAQ


Will this affect our patient engagement?
The impact of your patient engagement will be minimal or nonexistent, and your patients will always receive their appointment information. Although, there is going to be a period of transition when your patients start accepting the consent.
 
What if a patient opted-out and wants to restart the communication?
If the patient is already blacklisted, he can reactivate the messages by sending the word ‘START’ to your dedicated phone with Holly. This will enable Holly to send the consent message again, and the patient needs to reply affirmatively once he receives it.

Is this going to affect the Self Scheduling?
  - Only your web scheduler will require consent.
  - Conversational scheduling won’t be affected.
  - If the patient starts the conversation with Holly there is no need to send the consent message.

Is this optional?
Unfortunately no, this is a national regulation that applies to us and any other communication platform in the US.

Is this going to have additional costs?
No. This is part of our global efforts to improve our service. 

I have other services asking for consent, can I ask the consent just once and use it for all?
If you are currently obtaining consent for other services, there may be alternative methods available for you and your Holly. To explore your options, please contact us at support@nimblr.ai. Please note that this consent cannot be shared or transferred from other services or senders to Holly and proof of consent will be required.