Miami VA launching text message appointment reminder service

April 11, 2018

The Miami VA Healthcare System will launch VEText, a text message appointment reminder service, for its enrolled Veterans April 18. In addition to appointment reminders, the text message service will allow enrolled Veterans to cancel and confirm future appointments and offer an option to download an appointment reminder to a calendar file.

All Veterans enrolled at the Miami VA Healthcare System will be opted-in automatically. Veterans can easily opt-out at any time by replying "STOP" to end the messages. All appointment reminder messages contain instructions on how to end messages.

Private health information and/or personally identifiable information will not be included in the text reminder. Veterans without mobile phones will continue to receive appointment reminders by mail and home phone.

For a preview of the messaging system, text ‘Demo’ to 909-245-9443 from a mobile phone. Standard text messaging rates may apply.

Frequently Asked Questions

How do Veterans receive text messages from VEText?

Veterans will need to have an updated phone mobile number on file.



How do Veterans update their phone number with the VA?

Veterans can update their phone number during the check-in or out process during an in-person appointment, at any kiosk or by contacting their primary care team.



What if the cell phone number is listed as home number?

VEText pulls from the cell phone field first. If the patient does not have a cell phone, it will attempt to use the home phone.



Are there any costs incurred by the Veteran?

VEText does not cost the Veteran anything, except for any text messaging charges associated with the Veteran's cell phone carrier. Please contact your mobile provider for more information.



If a Veteran accidentally opted-out, can they restart the SMS appointment reminders?

Yes. Veterans can opt-in by replying "START" to a previous reminder message or text START to 909-954-0651.



Can Veterans reply by text message to confirm or cancel their appointment?

Yes. Veterans can confirm or cancel their appointment by responding to the appointment reminder.



Can VEText be used for Community Care appointments?

No. Currently, VEText is not configured to send SMS appointment reminders for Community Care appointments.



Will Veterans receive reminder text messages for all scheduled appointments?

Veterans will receive text message reminders for all outpatient clinic appointments at the medical center and at all seven satellite clinics throughout South Florida. Veterans will not receive text message reminders for appointments in Lab, Community Care, Research, Telephone Clinics, and Home Based Primary Care.



What if Veterans have multiple appointments on the same date?

If a Veteran has multiple appointments on the same date, the system will send a single text message identifying both appointments individually and providing separate options for confirming or cancelling each appointment individually.



What happens if Veterans don’t respond to the text message?

If Veterans do not respond to the text message reminder, the appointment will remain scheduled.



Will Veterans still receive phone call and postcard reminders?

Yes. VEText will not replace letters or phone call reminders. The text messages will serve as an additional reminder.



Who can Veterans contact if they have questions about VEText?

Veterans can reach out to their primary care teams or clinics for assistance. Questions regarding text messaging charges must be referred to Veterans’ cell phone carriers.