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The Impact of a 2-Way SMS System Integrated with IPMS

A 2-way SMS system integrated with Integrated Patient Management System (IPMS) has significantly enhanced communication between hospitals and patients. This system is currently available in 25 acute hospitals and over half a million messages have issued to date. There is a month-on-month growth of the number of clinics using 2-way SMS.

Once technically enabled on an instance of iPMS, it is managed and maintained locally and does not require any further input from HSE Technology and Transformation.

The 2-way SMS project is a key component of the 2025 Wait List Action Plan.

Here's an overview of how it works, its components, and how it can be implemented:

What is a 2-Way SMS System

A 2-way SMS system allows both sending and receiving text messages. In a healthcare context, this means:

  •  Outbound messages: appointment reminders can be issued to patients automatically by iPMS.
  •  Inbound messages: patients can confirm appointments, request rescheduling or cancellation of appointments easily by replying to the SMS message(s).

Integration with IPMS – Key Features

Patient Communication Module:

  • Sends automated SMS for appointments and follow-ups.
  • Receives patient replies and logs them in the patient’s record.

Full overview and tracking of SMS Messages issued in iPMS:

  • Staff have access to view SMS messages issued to patients on iPMS. They also have a full audit trail of the SMS delivery status.
  • Patient replies added to iPMS on receipt of a reply from patients.

Compliance and Security:

  • Ensures messages are encrypted and compliant with GDPR.

Technical Components

  • iPM: Vendor - Dedalus
  • SMS Gateway API - (Phonovation)
  • Backend Integration with IPMS (via REST API)
  • Message Parser - to interpret incoming messages
  • Scheduler - for automated message dispatch
  • Audit Logs - for traceability

Example Use Case

Scenario: A patient receives an SMS:

"Reminder: Your appointment with Dr. Smith is on June 20 at 10:00 AM. Reply Y to confirm, R to Reschedule or C to Cancel."

  • If the patient replies Y, the system marks the appointment as confirmed.
  • If the patient replies R, the appointment is rescheduled by the clinic secretary.
  • If the patient replies C, the patient record is reviewed and patients are contacted to determine if they need another appointment.

Benefits

  • Reduces no-shows to clinics.
  • Reduces the wait list. When a clinic slot becomes vacant due to a patient advising they will not be attending, that slot can be offered to a patient on the wait list.
  • Improves patient engagement.
  • Saves staff time.
  • Enhances continuity of care.
  • Provides significant cost savings for hospitals.
  • Reducing the need for posting reminder letters – printing, paper, stamp, approx. €2m.
  • Cost per SMS message – 0.06 providing significant cost savings over charges using other SMS systems. Based on the number of messages issues to date this has represented a cost saving of €390k for the HSE