---
title: How Patients Experience PCC
description: How patients experience PCC
---
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September 29, 2026
# How Patients Experience PCC
## Overview of PCC patient communications, consent requirements, insurance billing disclosure, and opt-out workflows.
**Patient Experience & Communications**
Patients experience PCC as one Continuous Care program from your practice, even if they participate in multiple underlying billing programs. A patient may receive:
1\. Digital screenings and questionnaires
2\. A monthly call from Rachel
3\. Text and email communications
4\. Reminders for incomplete PCC activities
5\. Appointment reminders
6\. A digital view of current and completed PCC activities
PCC consolidates communications rather than creating separate messaging streams for each service. For PCC- enrolled patients, existing appointment reminders are incorporated into the PCC communication stream rather than being sent as separate standalone reminders.
**Consent**
PCC uses a unified Continuous Care consent. Existing patients who have not previously completed the updated consent are prompted to sign it. A provider may select a patient for enrollment before consent is complete, but PCC will not begin communicating with the patient until consent has been signed.
The consent explains the programs, use of the virtual care assistant, potential insurance billing and patient cost-sharing, privacy, voluntary participation, and how to stop participating.
**What information does the patient need on file?**
The patient needs at least one supported contact method on file. SMS authentication is used to access protected PCC experiences. Spanish-language PCC experiences are not currently supported.
**What will patients see on their insurance statements?**
PCC uses simpler patient-facing names, but insurance EOBs and statements may use the underlying billing terminology:
1\. Monthly Care Check-In may appear as Chronic Care Management (CCM).
2\. Treatment Progress Check-In may appear as Remote Therapeutic Monitoring (RTM).
3\. Psych Screening may appear as psychological or behavioral-health screening/testing services.
Patient communications explain the services so patients understand what they may subsequently see from their insurer.
**What if the patient wants to stop?**
Participation is voluntary. A patient may opt out of an individual PCC program without necessarily leaving the others. An opt-out becomes effective immediately. If a patient texts STOP, PCC creates a follow-up item for the practice to resolve. Patients may subsequently re-enroll without signing a new consent, provided the existing PCC consent remains applicable. Unfinished monthly activities expire at the end of the applicable month.
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