SMS messaging policy

How Lilypad uses SMS for care coordination: opt-in, message types, and opt-out. Public policy for patients who receive Lilypad texts from their care team. Not legal advice.

Who we are

Lilypad helps outpatient addiction treatment teams coordinate referrals, scheduling, assessment, treatment entry, medication or pharmacy access when applicable, and re-engagement. SMS is only for operational care messages in that team-led workflow—not advertising, lead generation, or purchased lists.

How people opt in

Patients (or authorized representatives) must give express consent to receive SMS / text messages before any Lilypad texts are sent. Consent is collected during referral, care, or enrollment with the treating organization—verbally or in writing—and is separate from accepting terms of service or a privacy policy.

• Staff only enroll a mobile number in Lilypad and start SMS after the person has agreed to receive care-related text messages.
• Consent is optional: people can decline SMS and still receive care through other channels.
• We do not enroll numbers from directories, scraped data, or marketing lists.

Consent language

Before texting begins, the care team obtains agreement using language equivalent to:

“By providing my mobile number, I agree to receive care-coordination text messages from Lilypad (and my care team using Lilypad) about referral follow-up, appointments, treatment-entry check-ins, medication or pharmacy access when applicable, and related care workflow confirmations. Message frequency varies based on clinical need. Message and data rates may apply. Reply STOP to unsubscribe. Reply HELP for help. For more information, see https://lilypad.now/sms-messaging.”

Starting a care check-in or short intake in Lilypad confirms the care team has that SMS consent on file for the number.

Message types

• Referral, appointment, assessment, and treatment-entry check-ins
• Short intake, medication-access, pharmacy-access, or follow-up questions
• Workflow confirmations (including opt-out confirmation)

Not promotional marketing or unrelated commercial offers.

Frequency

Message frequency varies. Texts are sent when a care team member starts a workflow for an active episode, and when the patient replies. No marketing drip. Volume follows care-coordination need.

How to opt out

Reply STOP to unsubscribe. You get a confirmation. You should not receive further Lilypad SMS unless you opt in again through your care team.

Help

Reply HELP, or email [email protected].

Fees

Message and data rates may apply. Carrier delivery is not guaranteed.

Privacy

Care teams should use the minimum information needed for the coordination purpose. SMS privacy depends on the patient's device and carrier; patients may choose another communication channel without affecting their care.

Contact

Lilypad — [email protected]
https://lilypad.now