Guide to Branded RCS Messaging for Healthcare Outreach

Hospitals send a high volume of patient outreach, including appointment reminders, billing notices, and general updates, and many of those messages still arrive from unbranded numbers. Patients treat anonymous texts the way they treat any unknown sender: with suspicion, or not at all. ENRICH® Branded Messaging displays a verified sender profile, business name, and logo in the patient’s native messaging app, so patients can recognize the hospital before they open the message.

In this guide, you’ll learn:

• Why sender recognition matters. First Orion found that 76% of people have ignored or declined a call from a healthcare provider because they didn’t recognize the number, and the same trust gap applies to text messages.
• How branded messaging works. RCS (Rich Communication Services) supports verified sender profiles, rich media, interactive buttons, and two-way replies inside the app patients already use.
• Where hospitals can use it. Examples include appointment reminders, billing notices that point to the hospital’s portal, intake and follow-up prompts, and general service and scheduling updates.
• How it fits with branded calling. Pairing ENRICH with INFORM® Branded Calling gives patients one consistent, verified identity whether the hospital calls or texts.
• What to look for in a platform. Evaluate sender verification, service scope and restrictions, carrier and device coverage with SMS fallback, integration with existing systems, and consistency with voice outreach.