Patient SMS Journey
How patients interact with Photon via text message throughout the prescription lifecycle
Questions? [email protected]
All patient texts come from one number: 513-866-3212
It's two-way. Patients can reply at any time -- a human reads every message, 24/7.
No app to download. Everything happens via a secure link in the patient's mobile browser.
The Patient Journey
1 -- Prescription Sent, Patient Gets Initial Text
The moment a provider sends a prescription, the patient receives a text with a secure link to:
- View their medication(s)
- Select a pharmacy
- Choose a pickup time
If the patient already has a preferred pharmacy saved, the prescription routes there automatically -- they don't need to select. See Preferred Pharmacy below.
2 -- No Pharmacy Selected? Two Reminders Fire Automatically
| Reminder | Delay |
|---|---|
| 1st nudge | 20 minutes after initial text |
| 2nd nudge | 4 hours after initial text |
After the 2nd nudge, no further automated messages are sent. The prescription stays in a routing state until the patient acts or the provider cancels.
Heads up on timing: A 1-5 minute variance is normal -- messages are batched by a job scheduler on a 5-minute polling cycle.
3 -- Pharmacy Selected, Rx Transmitted
Photon sends the prescription electronically and follows up with the pharmacy directly.
4 -- Patient Gets Status Updates Throughout
Patients are notified at every key milestone:
- Confirmed + pickup time -- text with estimated ready time
- Ready for pickup -- text confirming the Rx is ready
- Not covered by insurance -- text with cash price (if available) and next steps
- Prior auth required -- text directing patient to contact their provider
- Out of stock -- text with stock status and options (reroute or wait)
- On backorder -- text with options (reroute to another pharmacy or contact provider)
- Clarification needed -- text explaining the delay; provider has been contacted
- Pharmacy unexpectedly closed -- text with closure notice and options
Preferred Pharmacy -- Auto-Route
If the patient has a preferred pharmacy saved, here's the flow:
- Prescription is submitted -- routes automatically to preferred pharmacy
- Patient receives an SMS notification
- Patient has 15 minutes to change the pharmacy via the link
- After 15 minutes -- in-app change option closes
Patient missed the window? They text 513-866-3212 -- our team handles the reroute.
What Patients Can Do via SMS
Text 513-866-3212 -- no special keywords needed, plain language works.
- Change pharmacy -- agent handles the reroute
- Cancel prescription -- agent confirms and cancels (irreversible -- make sure the patient is certain)
- "Where is my prescription?" -- agent checks status and replies
- Issue at pharmacy pickup -- agent triages directly with the pharmacy
- Can't find mail order pharmacy -- agent assists with selection
Mail Order Pharmacies
Integrated mail order (partner-specific pharmacies configured within Photon)
- Provider selects "Mail Order" -- chooses the integrated pharmacy -- sends
- Pharmacy contacts the patient directly to schedule delivery
Standard mail order (e.g., Amazon Pharmacy)
- Provider selects "Send to Patient" or "Local Pickup"
- Patient receives SMS with link to select their preferred mail order pharmacy
- Can't find the pharmacy? Text 513-866-3212
Provider/Practice: When to Contact Photon vs. Redirect the Patient
Contact Photon at [email protected] when:
- A prescription needs to be canceled (irreversible -- must come from the provider)
- A patient's phone number needs to be corrected
- A patient can't reach Photon support on their own
Redirect the patient to text 513-866-3212 when:
- They want to change their pharmacy
- They want a status update
- They encountered an issue at pharmacy pickup
- They want to cancel their prescription
- They can't find their mail order pharmacy in the selection flow
Demographic Discrepancies
| Issue | What Photon Does |
|---|---|
| Bad phone number | Contacts the practice to get the correct number |
| Wrong date of birth | Texts patient to correct -- resends Rx once updated |
| Name discrepancy | Texts patient to correct -- resends Rx once updated |
| Wrong address | Texts patient to correct -- resends Rx once updated |
For embedded Photon (Elements) customers: Also update the patient record in your EHR to prevent the issue from recurring on the next prescription.
Prior Authorizations
When a medication requires a PA:
- Photon notifies the patient via SMS
- If the PA request arrives via fax, Photon may forward it to the provider by email
- Providers/orgs that don't manage PAs can disregard these emails
FAQ
What number do patients receive texts from? 513-866-3212 -- Photon's two-way patient support line.
Can patients text back? Yes. Every inbound message is read by a human support agent, 24/7.
Is it the same message every time? Mostly. The initial text always includes the prescriber's name and your organization's name. Patients with a preferred pharmacy get a different variant (auto-route notification vs. selection prompt). Messages also adapt to the situation -- out of stock, PA required, etc.
What if the patient ignores all the texts? Reminder 1 fires at 20 minutes, reminder 2 at 4 hours. After that, nothing. The prescription stays in routing state until the patient acts or the provider cancels.
Can a patient cancel via text? Yes -- they text anything ("please cancel," "I don't want this") to 513-866-3212. A human processes it. Cancellation is irreversible.
Is there a patient app? No. Everything works through a secure link in the patient's mobile browser.
For prescription-specific or provider issues: [email protected]
Updated about 2 hours ago