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AXIS I CENTER OF BARNWELL

POLICY

TEXT MESSAGING APPOINTMENT REMINDER POLICY
Effective Date:Review Date:
Written By: Kathy WitherspoonRequired by: Axis I, CARF

BOARD CHAIR APPROVAL SIGNATURE:

DATE:

OBJECTIVE:  This policy outlines how the Axis I Center of Barnwell will use text messaging (SMS) to provide appointment reminders while ensuring full compliance with the Health Insurance Portability and Accountability Act (HIPAA) and 42 CFR Part 2, which governs confidentiality of substance use disorder treatment information.

 

POLICY

I. USE OF TEXT MESSAGING

The Axis I Center of Barnwell uses text messaging solely to remind clients of scheduled appointments. Messages are intentionally generic and do not contain protected health information (PHI) or reference substance use treatment services. Text messages will be used as appointment reminders only.

Examples of messages you may receive:

“Reminder: You have an appointment scheduled at our office on [Day, Date] at [Time]. Please reply YES to confirm or call us at 803-541-1245 to cancel or reschedule. Msg & data rates may apply. Reply STOP to opt out.”

II. CLIENT CONSENT

Clients must provide written consent via Release of Information (ROI) to receive text messages. This consent is collected electronically during client intake and is required before any text communications are initiated.

Example consent via ROI:

“I consent to receive appointment reminders via text message. I understand that I may reply stop to cancel at any time.”

III. PRIVACY AND SECURITY

  1. No text message will include client names, diagnoses, counseling details, or provider information.
  2. Text messages that are sent comply with HIPAA and 42 CFR Part 2 Confidentiality standards/laws.
  3. Axis I Center staff receive training in 42 CFR Part 2 confidentiality procedures and SMS best practices.

IV. OPT-OUT INSTRUCTIONS

Clients can opt out from receiving text messages in one of two ways:

  1. Clients can opt-out at any time by replying STOP to any message. Upon doing so, they will receive confirmation that no further text messages will be sent, and no further reminders will be sent unless they subscribe by request and consent.
  2. Clients can opt-out by request and by revoking the ROI for text messaging. No further reminders will be sent unless a new ROI is signed.

V. SMS TERMS AND CONDITIONS

1. Program Description

By opting in to receive SMS messages from The Axis I Center of Barnwell, clients agree to receive non-identifying appointment reminders via text message. These messages are intended solely to remind each client of upcoming appointments and will not include personal health information or indicate treatment type.

2. Message Frequency

Message frequency will vary based on a client’s appointment schedule. Typically, clients may receive 1–2 messages per appointment.

3. Cost

Standard message and data rates may apply according to a client’s mobile carrier’s plan. The Axis I Center of Barnwell does not charge for these messages.

4. How to Opt-In

A client may opt-in to receive SMS messages by signing an electronic ROI form during intake.

5. How to Opt-Out

A client may stop receiving messages at any time by replying STOP to any text message. The client will receive a final confirmation message stating that their number has been unsubscribed. No further messages will be sent unless the client signs a new ROI.

6. Supported Carriers

Text messaging services are supported by most major U.S. carriers, but delivery is not guaranteed.

VI. SMS PRIVACY POLICY

  1. When the client signs a Release of Information (ROI) to receive SMS messages, the Axis I Center of Barnwell will collect:
    • Your mobile phone number
    • Date/time of messages sent and received
    • Your responses (e.g., “YES,” “STOP”)
  2. The Axis I Center of Barnwell may collect your phone number and consent:
    • Via Release of Information Form/consent.
  3. The Axis I Center of Barnwell will use your phone number only to send:
    • Appointment reminders
    • General support messages (if requested)
  4. Data Sharing and Storage
    • No identifying health information is sent or stored through text messaging.
    • The Axis I Center will not use this information for marketing, promotions, or referrals.
    • The Axis I Center will not sell or share any phone number or message content with third parties. Information may be shared only:
      • With HIPAA-compliant vendors (e.g., appointment reminder software) under a Business Associate Agreement (BAA)
      • When legally required to do so
  5. Client Rights
    • Opt-out at any time by replying STOP to a text message received
    • Revoke the Release of Information associated with receiving text messages
    • Request to update or delete the phone number on file
    • Contact Axis I Center of Barnwell for questions about how your information is used