SMS Notifications — Opt-In & Consent

Program Overview

Dualis TrackER is a healthcare queue management system used in hospital emergency departments. We send automated SMS text messages to patients, family members, and hospital employees to provide real-time updates about emergency room visits, operational safety alerts, and multi-factor authentication.

How Consent Is Collected (Opt-In Process)

TrackER collects explicit, affirmative consent before sending any SMS messages. Consent is collected at the point of phone number collection through the following methods:

Method 1: Self-Service Kiosk (Primary)

When a patient checks in at the TrackER kiosk in the hospital emergency room:

1. The patient enters their personal information including mobile phone number
2. A clearly visible SMS consent checkbox is displayed adjacent to the phone number field
3. The checkbox is unchecked by default — the patient must actively check it to opt in
4. The consent disclosure reads:

The patient cannot complete check-in without checking this box. If the box is unchecked and the patient attempts to submit, a validation error states: “Please agree to receive SMS notifications to continue.”

Method 2: Hospital Staff Registration

When hospital reception staff register a patient on behalf of the patient:

1. The staff member verbally asks: “May we send you transactional text message updates about your emergency room visit from Dualis TrackER? Messages include status updates, room assignments, tracking links, discharge info, and clinical prep reminders. Message frequency varies, typically 3 to 15 messages per visit. Standard message and data rates may apply. You can reply STOP at any time to opt out, or HELP for help. Our privacy policy is available at dualisworks.com.”
2. The staff member checks the SMS consent checkbox in the registration system only if the patient verbally agrees
3. The consent and timestamp are recorded in the patient’s visit record

Method 3: Employee Enrollment

Hospital employees (nurses, support staff, security) who receive safety and operational alerts:

1. A hospital administrator adds the employee’s phone number to TrackER
2. The employee receives an initial verification SMS: “Dualis TrackER: Your hospital has enrolled you for transactional safety alerts, operational notifications, and MFA codes. Message frequency varies. Msg & Data Rates May Apply. Reply YES to confirm. Reply STOP to opt out, HELP for help. Terms: dualisworks.com/tracker-terms-conditions.html Privacy: dualisworks.com/tracker-privacy-policy.html”
3. The employee must reply YES to confirm enrollment
4. Only after confirmation does the employee receive alerts
5. The employee can also enable/disable specific alert types in the Staff Portal → Settings → Notifications

What Messages You Will Receive

Patient Messages

• Visit status updates (e.g., “Your status has been updated to: Triage Complete”)
• Room assignment notifications
• Discharge information and next steps
• Heartbeat messages during long waits (e.g., “You’re still in the queue. We haven’t forgotten you.”)

Employee Messages

• Security alerts (STAMP RED-level threat assessments)
• Buddy system warnings (staff safety when entering flagged rooms)
• Critical job dispatches (urgent transport/equipment requests)
• Multi-factor authentication codes for login

Sample Messages

Message Frequency

• Patient visit updates: Typically 3–15 messages per emergency room visit, depending on visit complexity and duration
• Employee safety alerts: As-needed based on security events; frequency varies by role and shift
• MFA codes: 1 message per login attempt when MFA is enabled

Message and Data Rates

Supported Carriers

TrackER SMS notifications are supported on all major U.S. mobile carriers, including but not limited to:

• AT&T
• Verizon Wireless
• T-Mobile
• Sprint
• U.S. Cellular
• Metro by T-Mobile
• Boost Mobile
• Cricket Wireless
• Virgin Mobile

Carriers are not liable for delayed or undelivered messages.

How to Opt-Out (STOP)

Option 1: Reply STOP

Text STOP to any TrackER message. You will receive one final confirmation: “TrackER: You have been unsubscribed and will no longer receive messages. Reply START to re-subscribe.”

Option 2: Patient Portal Settings

1. Open the TrackER patient tracking link on your phone
2. Go to notification settings
3. Toggle off SMS notifications

Option 3: Staff Portal Settings (Employees)

1. Log in to the Staff Portal or Nurse Portal
2. Go to Settings → Notifications
3. Toggle off SMS alert types individually or set status to “Unavailable”

Option 4: Inform Hospital Staff

Ask any nurse, registration staff member, or hospital administrator to disable SMS notifications for your visit or employee account.

Help (HELP)

Text HELP to any TrackER message to receive: “Dualis TrackER. For support, contact your hospital front desk or email [email protected]. Visit dualisworks.com/tracker-sms-opt-in.html for SMS info. Msg & Data Rates May Apply. Reply STOP to unsubscribe.”

You may also:

• Ask hospital staff at the registration desk or nursing station
• Email: [email protected]

Privacy & Data Protection

Your phone number and all messages are protected under HIPAA regulations. No mobile information will be shared with third parties/affiliates for marketing/promotional purposes. All the above categories exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties. Your phone number is used solely for the purposes described in this document.

For complete details, please review our Privacy Policy and Terms and Conditions.

Emergency Contact Information: If you are experiencing a medical emergency, call 911 immediately. SMS notifications are for informational purposes only and are not monitored for emergency requests. TrackER is not a replacement for direct clinical communication. By opting in, you consent only to the message types described above. No purchase is required to use TrackER. Consent to receive text messages is not a condition of any purchase or service.