Is Calling or Texting Better for Health Plan Member Outreach?

If you’ve been on social media, watched the news (or any other media outlet for that matter), you’ve likely heard of ChatGPT. Chat GPT is an AI solution causing people to question if our jobs (and some even say our lives) as we know them are coming to an end. Interesting (scary?) side note — did you know that the first Terminator movie takes place in the year 2025?

I’m always up for exploring new technology and its implications for healthcare. So, I asked ChatGPT: What is the value of calling over texting?

It’s a question that has come up in a few of my conversations about member outreach recently. In a world where people prefer to communicate by text (or even DM or TikTok) is there still a place for the old-fashioned telephone call?

Full disclosure—the next part of this blog is written entirely by ChatGPT.

There are several benefits to making a phone call instead of texting:

1. Clarity: When you make a phone call, you can hear the tone and inflection in someone's voice, which can help you better understand their message. This is particularly important when it comes to communicating important or complex information.
   
2. Emotional connection: Talking on the phone allows you to establish a more personal connection with the person you are communicating with. You can hear their voice, background noises, and pick up on emotional cues that can help build rapport and strengthen relationships.
   
3. Problem-solving: Phone calls are better for resolving complex or urgent issues. You can ask questions, have a real-time conversation, and work together to find a solution.
   
4. Immediacy: If you need an immediate response, a phone call can be a more effective way to get the information you need.
   
5. Reduced misinterpretation: Text messaging can lead to misinterpretation, especially if the message is misinterpreted. With a phone call, you can clarify any misunderstandings in real-time.

In conclusion, phone calls and texting both have their advantages and disadvantages, and the best method of communication depends on the situation. However, when it comes to conveying important or complex information, building emotional connections, or resolving urgent issues, a phone call is often the more effective option.

Back to the human author now — I then asked the question: What is the value of texting over calling?

The next part of this blog is written entirely by ChatGPT.

Texting can have several advantages over calling, including:

1. Convenience: Texting is less intrusive and allows people to communicate on their own time without interrupting their day.
2. Record keeping: Texting provides a written record of the conversation that can be referred to later.
3. Clarity: Texting can help avoid miscommunication and confusion that can happen during a phone call.
4. Multi-tasking: Texting allows people to multitask while communicating, such as responding to messages while doing other activities.
5. Accessibility: Texting is often more accessible for people with hearing or speech impairments.

Overall, the value of texting over calling depends on the context and personal preference of the individuals involved.

And back to the human again. The last sentences of the first response creates a comprehensive answer that points to the value of “omnichannel” outreach. ChatGPT tells us:

In conclusion, phone calls and texting both have their advantages and disadvantages, and the best method of communication depends on the situation. However, when it comes to conveying important or complex information, building emotional connections, or resolving urgent issues, a phone call is often the more effective option.

Each solution has its value and the context is critically important.

My conclusion: even the most advanced technology on the planet sees the value of phone calls over texting in the right scenario and healthcare is some of the most complicated information we need to communicate. It’s certainly easier to understand the challenges your members are facing when trying to schedule appointments or follow through with preventive care when you can hear their voice and ask additional questions as to why they’re struggling or hesitant…and that builds strong relationships with them—something you can’t do by text, or by direct mail, for that matter.

Need help getting your members scheduled for care they need? Try calling them.