***TXT/SMS Service Disruption & FCC 10DLC Regulations***
Paul Scott <PaulScott@mossdentalgroup.net>
Thu 10/12/2023 11:38 AM
All.Administration <all.administration@mossdentalgroup.net>
Office-FD-Staff <office-fd-staff@mossdentalgroup.net>
All,
Good morning, everyone. There are a few items that require your attention and consideration. In light of recent legal changes to Cellular SMS Carrier services. Some of you may already be aware, but if not, the FCC (Federal Communications Commission) recently enacted 10DLC effective on 9/1/2023. The 10DLC SMS service regulation bill, pass by Congress in 2021, this regulation is intended to curb the numerous scams, and spam TXT/SMS messages that have been so virulent in recent years. How does this affect us? One way this affects us has been the effect it has had on Carriers such as T-Mobile, AT&T, Verizon and so on. Delays and outages occurred during this massive update and changes to their services. This has also broken the communication links between smaller SMS/TXT service providers as the larger carriers seek to root out noncompliance and tighten security protocols.
As a result, this has affected our Patient Communication services via HenryScheinOne. I have been in contact with multiple individuals at HSO regarding the situation, and each issue is being handled on an individual basis, they are working with carrier partners on a continuous basis addressing issues which are preventing proper txt communications.
These issues are NOT isolated to HenryScheinOne, and universally effect the entire Cellular industry as a whole in the United States.
Communication issues you may be experiences as follows, but not limited to:
- Communcations that are completely blocked by select carriers entirely.
- Communications Blocked intermittently by select carriers.
- Inability to reply to confirmation txt messages under select carriers
- Removal of URL Links from txt messages (Forms Links)
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It has been expressed to me that HSO expects service disruptions to cease by the end of this year as carriers complete their industry compliance requirements.
Meanwhile, here are some items/tasks we can do as an organization to help limit/mitigate frustration amongst front desk staff and patients.
- Check your Dentrix Hub Delay, Open the History tab on the left column and Text History option. (You will see all TxT that have been sent out and received, if that is a carrier issue you will notice multiple undelivered)
- Let your Patients know of the FCC regulation changes, and to please be patient as we work with our industry partners.
- Make sure your Appointment reminds are configured to call your patients in the event TXT messages are undeliverable.
- If a Patients Cellular carrier has blocked part of a txt or prevented them from replying to a confirmation. (Apologize and explain the situation. “I’m very sorry MR/MRS ______ we’ve been experiencing these issues due to a change in federal security requirements that cellular carriers must follow, we are waiting for the industry to settle into compliance, and we know the disruptions are upsetting, however, this is Government, and industry related and out of our control.”)
- If necessary, use email as a tertiary method to communicate, and should also be used as a method to send our New Patient Journey link to our patients regarding electronic forms. (Applies to those already using Electronic Forms)
Lastly… Please understand there will be days/times where the disruptions will be limited or even absent in nature, while other days the disruptions will be noticeable and frustrating. As the entire industry moves closer to the end of 2023, disruptions and frustrations should progressively subside, we should be back to the same reliable TXT/SMS service by 2024 that we had prior to September or this year.
If you wish to learn more, the first 5 minutes of the video link posted below explains in great detail what it all means, and why this is happening.
Thank you everyone for your understanding and patience.