Texting is an effective way to send a healthcare message, finds the recently released study, Interactive Text Messages for a Healthier Medicaid Population.

MPulse mobile, a mobile technology vendor for health and wellness companies, conducted a study on behalf of Inland Empire Health Plan, a California-based Medicaid and Medicare health plan. The three-month study compared 17,000 newly enrolled IEHP members who participated in an IEHP text message program, to IEHP members who did not receive text messages.

A total of 227,222 messages were sent to IEHP members over the course of the study. The messages were automated and targeted to factor in a consumers age and if they spoke English or Spanish. The messages were typically about: choosing a doctor, using the nurse advice line, scheduling routine care, finding an urgent care clinic, operating the community resource center, and health tips and challenges. IEHP sent four types of messages: information, open-ended, on-demand resources and challenges, and interactive polls.

At the end of the study, 91% of consumers said the IEHP text messages were helpful. Overall, the study found that consumers who receive text messages were more knowledgeable about the services they receive with IEHP than the control group. In an exit survey, consumers ranked the statement, The text messages improved my overall knowledge of IEHP services with 4.3 out of 5, with 5 indicating they strongly agree.

One way the survey measure the familiarity with IEHP services was to ask both groups how they would deal with a mild illness. Possible answers were go to the emergency room, urgent care, doctor, or nurse, treat themselves or that they didnt know how they would treat their condition.

22% of consumers in the texting group said they would take care of themselves if they had a mild condition compared to only 14% of those not receiving texts. 11% in the text group said they didnt know what resources to use if they had a mild condition compared to 17% in the control group. Text group consumers were also less likely to go to the emergency room for a mild condition, as only 4% of text consumers responded ER compared to 11% in the control group. This result strongly suggests that timely, helpful information about healthcare resources via text messaging empowers individuals to utilize cost-effective resources, according to the report.

Yes/No questions received the highest response rate as 10% of consumers answered these types of questions, while only 3-4% of consumers answered open-ended questions. However, the open-ended questions allowed IEHP to gain valuable insight into its customers, identify gaps in knowledge then address the answers in follow-up text, according to the study.

Members also responded well to health challenges. Of 12,000 consumers who were asked if they wanted a health challenge, 10% of consumers said yes, and of those consumers 33% of them actually took on the challenge. For example, IEHP sent the message, If youd like a health challenge, text back TRY. If the consumers did, IEHP responded, Most of us dont eat enough fruit. Can you eat a piece of fruit daily for the next five days? Text DONE when you complete the challenge and TRY for another one.

The texting program also encouraged consumers to initiate the texting conversation if they need something. For example, 130 consumers texted the word Urgent to receive contact information for the three closest clinics to their ZIP code, and 183 consumers texted the word Nurse to receive advice. For example, one consumer texted: I have a lot of gas in my stomach. What can I use? NURSE. IEHP responded, IEHP Nurse Advice Line 1-888-555-1234 .