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Text Message Communications

SMS FAQs

Duke Health may send text messages related to your care, including appointment reminders, scheduling opportunities, waitlist notifications, billing updates, and other healthcare-related information. Here, get answers to frequently asked questions about SMS messaging, including how to set communication preferences in My Duke Health, and how to stop or start text message notifications. 

Understanding Your Text Messages

Duke Health messages are sent from the number 38272 and may include information about your care and contain links directing you to MyDukeHealth or other Duke Health resources. If you are unsure whether a message is legitimate, contact Duke Health directly using a trusted phone number from the Duke Health website or your clinic.

An appointment may generate several communications, such as reminders, eCheck-In notifications, directions, pre-visit instructions, and follow-up information. Responding to a message (e.g., confirming an appointment) reduces the number of text messages you receive about a single appointment.

Some messages provide limited information and direct you to My Duke Health for additional details to protect your identity and health information. Duke Health is working to make communications clearer, including identifying the appointment, provider, clinic, family member, or action required when appropriate.

If you help manage another person’s care through proxy access, you may receive notifications on that person’s behalf.

Some visits require updated information before an appointment. Duke Health is reviewing opportunities to reduce repeated requests when information has already been provided.

Some communications may be generated by different systems. Duke Health is working to better coordinate messages so users receive fewer unnecessary reminders after completing an action.

Text messages are sent to your mobile phone. My Duke Health notifications are delivered through your My Duke Health account, app, or email. Depending on the type of information and your preferred communication settings, you may receive communication through one or all channels.

Managing Your Communication Preferences

Communication preferences can be reviewed and updated in MyDukeHealth. Available settings may vary by communication type.

In MyDukeHealth website or app, click the button with three bars in the top left corner of your screen.

Navigate towards the bottom of the menu and click Communication Preferences.

Yes, you can customize the type of communications you receive in the Details section of communications preferences. However, if you reply STOP to opt out of text messages, this will stop all text messages from sending rather than only that message type.

Messages are generally triggered by appointment schedules, care needs, or other healthcare events.

Contact the clinic identified in the message when available. If you are unsure who sent the communication, use a trusted Duke Health contact number or the support information available in My Duke Health.

STOP, START, and Text Message Controls

Replying STOP removes your consent to receive any text messages from Duke Health. This may prevent you from receiving important text communications from that program. Consider customizing your preferences in MyDukeHealth to choose what type of communications you receive via text.

You can opt back in through your My Duke Health communication preferences or by following the instructions provided in the opt-out confirmation. Replying START to the applicable short code (38272) will re-enroll you.

Review your communication preferences in My Duke Health and use the support information included in the message or a trusted Duke Health contact channel for help. Or you can contact 800-782-6945 or email patientvisitorrelations@dm.duke.edu.

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