In Today’s Issue:

🔗 The best resources I found this week
📖 Deep dive: Revolutionary Automated Text Messaging Could Transform Post-Discharge Care

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🔗 The Best Resources I Found This Week

📱 Automated Texts Cut Hospital Readmissions by 55%
Penn Medicine researchers found automated text messaging after discharge reduced readmissions by 55% and overall acute care use by 41%. (JAMA Network Open)

🩺 Post-Discharge Communication: Why Texting Beats Phone Calls
“83% of patients responded to at least one text message—far higher than traditional transition calls.” Study shows automated messaging catches what phone calls miss. (American Medical Association)

💻 Digital Health Innovation: Two-Way Text Systems in Healthcare
Exploring how automated messaging platforms are transforming post-discharge follow-up care with minimal burden on nursing staff while dramatically improving patient outcomes. (PLOS One)

🏥 Houston Methodist's Post-Discharge Texting Success Story:
Real-world implementation of conversational messaging improved patient experience scores and reduced acute care revisits in this BMJ-featured study. (Artera)

📞 From Phone Calls to Smart Technology: The Future of Patient Follow-Up
How healthcare systems are moving beyond traditional telephone outreach to automated, scalable solutions that engage patients when they need help most. (Society of Hospital Medicine)

📖 Deep Dive

Revolutionary Automated Text Messaging Could Transform Post-Discharge Care

The Penn Medicine researchers published something that could change how we support families after discharge - and the results are remarkable. In this carefully designed study comparing two similar primary care practices, they found that automated text messaging reduced hospital readmissions by 55% and overall acute care use by 41%.

Here's what happened: 604 patients were eligible for the texting program, and 430 were successfully enrolled (that's 71% - pretty impressive uptake). Of those enrolled, 82.8% actually engaged with the messages - far higher than traditional phone calls that often go unanswered.

Key Study Findings: Automated Text Messaging After Hospital Discharge

What was tested?
A 30-day automated texting program checking in with patients after hospital discharge to see if they need help.

Who participated?
604 eligible discharges at one clinic; 430 patients enrolled in texting program.

Patient engagement:
83% replied to at least one message — much higher than traditional phone calls.

Impact on acute care (ED visits + readmissions):

• Control group acute care use increased from 15.3% to 19.4%.

• Intervention group decreased from 19.8% to 16.5%.

• This equals a 41% reduction in odds of needing acute care with texting.

Impact on hospital readmissions alone:

• Control group readmissions increased from 6.9% to 11.3%.

• Intervention group reduced from 9.7% to 7.4%.

• This is a 55% reduction in odds of readmission with texting.

Patient satisfaction:
Very high — only 8.6% opted out, and Net Promoter Score was +67 (excellent).

How the Automated Messaging Works

Think of it like having a caring nurse checking in via text, but without requiring a nurse to be available 24/7. Here's the simple but brilliant workflow:

Day 0 (Enrollment): Patient gets an introductory message explaining the program and asking about upcoming appointments

Days 1-30: Automated check-in messages on a tapering schedule - more frequent early on when patients need the most support, then gradually decreasing

Each message simply asks: "Do you need any help?"

• "No" response: No action needed

• "Yes" response: Patient gets a follow-up text asking them to categorize their need (medication help, feeling unwell, appointment scheduling, etc.)

• Any escalation: Goes directly to the practice's secure inbox for a nurse to call within one business day

What Happens When Someone Gets Flagged

When a patient responds "yes" or reaches out for help, here's what the care team found patients actually needed:

1. Symptom management questions (most common)

2. Medication concerns - dosing, side effects, refills

3. Appointment scheduling help

4. Information clarity - understanding discharge instructions

5. Care coordination - connecting with specialists

6. Equipment or self-management support

The system only requires nursing time when patients actually need help. Instead of making dozens of calls that go unanswered, nurses focus their energy on the families who are struggling.

Why This Matters for Your Patients (Especially Those Experiencing Loss)

For families experiencing infant loss or other traumatic births, the weeks after discharge are incredibly vulnerable. Traditional phone calls often feel intrusive when families are grieving, but a simple text asking "Do you need help?" feels supportive without being overwhelming.

The study showed patients had excellent satisfaction with a Net Promoter Score of +67 (anything above 50 is considered excellent). Only 8.6% of patients opted out of the program.

The Problems This Solves That You See Every Day

We know families slip through the cracks after discharge because:

• Phone calls go unanswered (we've all been there)

• Symptoms develop gradually and patients don't know when to call

• Medication confusion happens at home, not during the discharge conversation

• Follow-up appointments get forgotten in the emotional aftermath

• Warning signs of complications get missed until it's too late

Automated messaging catches these issues early when they're still manageable, rather than waiting until families end up back in the ED.

Poll Question for Our Community

Help us understand if this technology could make a meaningful difference in your practice. Your insights will help determine if this is worth exploring as a service we could offer to support the hospitals we work with.

The Bottom Line

This isn't just another tech solution - it's evidence-based care that meets families where they are. With 41% reduction in acute care use and 82.8% patient engagement, automated messaging could be the bridge between hospital discharge and successful recovery that so many of our families desperately need.

The question isn't whether this works - the data is crystal clear. The question is: How quickly can we get this level of support to the families who need it most?

👋 That’s a Wrap!

Before you go: Here are ways we can help your hospital

We offer bereavement boxes to give as gifts to those who leave the hospital after a miscarriage, stillborn, or infant death. Reply to this email “Sample” to get a free sample sent to your hospital.

What we prioritize:

1. Tools for hospitals to create a bereavement experience for families to begin their grief journey

2. Educating nurses with modern bereavement standards and continuing education.

3. Helping hospitals build a foundation of trust and support, so bereaved families feel seen and cared for—now and in the years to come.

These boxes were born out of our own personal losses, including Jay’s (CEO) 15 years of experience working in labor and delivery as a CRNA and witnessing time and again how the hospital experience can profoundly shape a family’s grief journey, for better or for worse.

Until next week,

Trina and Jay
Co-founders of Forget Me Not