Connect

Epic has integrated SMS text messaging capabilities into their communications platform, Hello World — and beginning July 25, UVA Health will use Hello World to communicate with patients via text message. Both Epic and the Commonwealth of Virginia mandate explicit patient opt-in for SMS messages, so even patients who currently receive SMS messages from UVA Health must re-enroll in this new platform.  

With Hello World, patients can receive visit updates, pre-visit check-in links, prescription reminders, billing notifications, care reminders, new result links, and additional communication. Two-way text messaging enables patients to confirm, cancel, and reschedule their appointments, accept appointment offers, pay bills, and more. 

Text message outreach can bridge the gap to users who are not able to access the MyChart app or the website on their phones and help deliver more equitable care. Users can respond to prompts by pressing numbers — they do not need to be connected to the internet to communicate via Hello World.   

Keep reading for answers to Frequently Asked Questions (FAQs) about Hello World: 

How does the new text messaging service benefit patients? 

Patients now have more ways to communicate with us about: 

• Visits and care 

• MyChart account 

• Billing questions and payments 

We’ll also be able to respond to patients via text. 

How will we communicate this change to patients? 

Patients will be notified of SMS changes via MyChart, and information on UVA Health’s webpage and social media channels.   

Is there anything team members need to communicate to patients about this change? 

For access/scheduling associates: If you see that a patient has not opted in to receive text messages, please ask them if they're interested in signing up to receive text messages when you review contact information, collect their mobile phone number, and update consent during registration.  

What kind of updates and notifications will patients receive? 

Patients will receive messages with: 

• Visit updates 

• Pre-visit check-in links 

• Care reminders 

• Prescription reminders 

• Billing notifications 

• New test result links 

Can patients communicate directly with their provider over text? 

No. If they want to message directly to their provider, they can do so in their MyChart account. 

If patients already receive texts from UVA Health, do they have to do anything? 

Yes. If they still want to get texts from UVA Health, they must opt into the new system. 

How do they opt into the new text system? 

After July 25, they can opt-in by texting START to 62063. 

What if they don't have an account or can’t access MyChart? 

They don’t need to access MyChart to text with us and take actions that they normally would in MyChart. 

Do they need internet access to text with UVA Health? 

No. They only need to be able to send and receive text messages. 

Does this cost anything? 

UVA Health won’t charge patients for text messages. But the phone company’s text messaging charges will apply, as they do for any texting patients do. 

What languages can patients use to communicate by text? 

Patients will be able to communicate with us by text in these languages: 

• Arabic 

• Danish (Denmark) 

• Dutch (Netherlands) 

• English 

• Finnish (Finland) 

• French 

• German 

• Norwegian 

• Russian 

• Simplified Chinese 

• Spanish 

• Swedish 

• Vietnamese