How patients opt in to RxHealing text messages

RxHealing texts are sent by RxHealing LLC on behalf of a patient's own pharmacy. Consent is collected by the pharmacy from its own patients, and the pharmacy must confirm that consent in the RxHealing portal before any patient receives a text.

ProgramRxHealing patient insurance updates
Sent from(844) 482-7370
Sent byRxHealing LLC, Fort Wayne, Indiana, on behalf of the patient's pharmacy
Message typeInformational: requests for an updated insurance card photo
FrequencyVaries. Only when the coverage on file may have changed, plus one December Medicare Part D reminder
MarketingNone. No promotional messages are sent

The patient gives their mobile number to their pharmacy and agrees to texts

Patients provide their mobile number directly to their own pharmacy, in person at the counter or on the pharmacy's patient intake form, and agree to receive text messages about their prescriptions and insurance. RxHealing asks pharmacies to include the following consent language on their intake form. The checkbox is left blank for the patient to check.

Example intake form language.

Verbal consent at the counter

When a patient gives consent in person or by phone, pharmacy staff use this script and record the patient's answer in the patient's file.

Pharmacy staff: "To make sure your insurance stays up to date, we'd like to text you when the insurance we have on file may have changed, so you can send us a photo of your new card before your next refill. Texts come from Main Street Pharmacy through our service RxHealing, at (844) 482-7370. Message frequency varies, usually only when your coverage changes, and message and data rates may apply. You can reply HELP for help or STOP to opt out at any time. Our text terms are at refillguard.com/texts and our privacy policy is at refillguard.com/legal/privacy.html. Would you like to receive these texts? Yes or no?"

Patient: "Yes."

Pharmacy staff: "Great. We've noted that you agreed. Can you confirm the best mobile number for texts?"

If the patient says no, the pharmacy does not add their mobile number for texts. Agreeing to texts is never required to fill prescriptions.

The pharmacy confirms consent in the portal before the first text

Pharmacies use RxHealing under a signed Service Agreement and Business Associate Agreement. Before the first text to any patient, the pharmacy must actively check a confirmation box stating that the patient agreed to receive texts. The box starts unchecked and the send button stays disabled until it's checked. RxHealing keeps a record of the confirmation.

RxHealing portal consent confirmation with the box unchecked and the send button disabled
Before: box unchecked, text can't be sent
RxHealing portal consent confirmation with the box checked by the pharmacy
After: pharmacy confirms consent, then sends

The patient receives an identified, informational text

Every message names the patient's pharmacy and RxHealing, and includes opt-out instructions.

Main Street Pharmacy via RxHealing: Your insurance on file may have changed. Reply with a photo of your new card, or upload it securely at refillguard.com/card. Reply STOP to opt out.
  • STOP: replying STOP ends all texts immediately, and the patient receives one confirmation.
  • HELP: replying HELP returns program information and directs the patient to their pharmacy.
  • Privacy: mobile numbers and consent are never sold or shared with third parties or affiliates for marketing or promotional purposes.
  • Rates: message and data rates may apply.
Text message termsPrivacy PolicyService Agreement