Postdischarge needs identified by an automated text messaging program: A mixed-methods study

BackgroundText messaging has emerged as a popular strategy to engage patients after hospital discharge. Little is known about how patients use these programs and what types of needs are addressed through this approach.ObjectiveThe goal of this study was to describe the types and timing of postdischarge needs identified during a 30-day automated texting program.MethodsThe program ran from January to August 2021 at a primary care practice in Philadelphia. In this mixed-methods study, two reviewers conducted a directed content analysis of patient needs expressed during the program, categorizing them along a well-known transitional care framework. We describe the frequency of need categories and their timing relative to discharge.ResultsA total of 405 individuals were enrolled; the mean (SD) age was 62.7 (16.2); 64.2% were female; 47.4% were Black; and 49.9% had Medicare insurance. Of this population, 178 (44.0%) expressed at least one need during the 30-day program. The most frequent needs addressed were related to symptoms (26.8%), coordinating follow-up care (20.4%), and medication issues (15.7%). The mean (SD) number of days from discharge to need was 10.8 (7.9); there were no significant differences in timing based on need category.ConclusionsThe needs identified via an automated texting program were concentrated in three areas relevant to primary care practice and within nursing scope of practice. This program can serve as a model for health systems looking to support transitions through an operationally efficient approach, and the findings of this analysis can inform future iterations of this type of program.