Behavioral Communication for Timely Arrival in Primary Care
What You Need to Know Before You Apply
What is the purpose of this trial?
This trial tests whether instructing patients to arrive 15 minutes before their appointment improves punctuality. It examines if this simple change in communication (behaviorally informed appointment communications) is more effective than merely stating the appointment time and suggesting an early arrival (control appointment communications). The trial is ideal for individuals with in-person outpatient appointments at UCLA Health in Primary Care, Pediatrics, or Internal Medicine, who use MyChart and are comfortable receiving text reminders. Those who meet these criteria and wish to help improve clinic flow and patient experience might consider participating. As an unphased trial, this study offers a unique opportunity to contribute to research that could enhance patient experience and clinic efficiency.
Will I have to stop taking my current medications?
The trial information does not specify whether you need to stop taking your current medications.
What prior data suggests that this behaviorally informed message framing is safe for improving patient arrival times?
Research shows that appointment reminders designed with effective communication techniques are safe for patients. These reminders use clear and simple messages to help people arrive on time. Studies have found that better communication can enhance patient experiences without causing harm.
This trial presents minimal safety concerns. It involves sending different types of appointment reminders, a standard practice in healthcare. The main goal is to determine if altering the communication of arrival times makes a difference. Since no physical treatments or medications are involved, there are no risks of side effects or negative reactions.
Overall, this method is well-received because it focuses on improving information sharing with patients, rather than altering any medical treatment.12345Why are researchers excited about this trial?
Researchers are excited about this trial because it explores a new way to help patients arrive on time for their primary care appointments. Unlike standard appointment reminders that simply tell you when your appointment is, this trial uses behaviorally informed communications to encourage timely arrival. One group of patients receives reminders with their actual appointment time, while another group gets reminders that include an "expected arrival time," set 15 minutes earlier. This approach aims to reduce late arrivals and improve clinic efficiency by subtly adjusting patient behaviors through targeted communication.
What evidence suggests that behaviorally informed appointment communications are effective for improving on-time arrival?
This trial will compare two approaches to appointment communications. Research has shown that clear and thoughtful messages can help patients arrive on time for their appointments. One study found that patients often face challenges in getting to appointments on time, but clear communication can help solve these problems. In this trial, one group will receive communications displaying their appointment time, while another group will receive communications displaying an expected arrival time, set to 15 minutes before their scheduled appointment. Another study discovered that small changes in how patients are informed of their appointment times can greatly improve waiting times and the overall flow of the clinic. By providing a specific arrival time, patients can better plan their day and are less likely to be late. This approach aims to enhance the patient experience by reducing any confusion about when to arrive for appointments.13467
Are You a Good Fit for This Trial?
This trial is for new and returning patients with in-person outpatient appointments at UCLA Health's Primary Care, Pediatrics, or Internal Medicine departments. Participants must have an active MyChart status and opted in to receive SMS messages from UCLA Health.Inclusion Criteria
Timeline for a Trial Participant
Screening
Participants are screened for eligibility to participate in the trial
Implementation
Arrival time functionality is implemented to introduce a washout period before the trial
Trial Period
The main trial period where the intervention is tested across 37 clinic buildings
Follow-up
Participants are monitored for outcomes such as arrival time, patient satisfaction, and clinic workflow metrics
What Are the Treatments Tested in This Trial?
Interventions
- Behaviorally informed appointment communications
- Control appointment communications
Trial Overview
The study compares two types of appointment reminders: one that includes a behaviorally informed message with an explicit arrival time set to 15 minutes before the scheduled appointment versus a control message that simply encourages early arrival without specifying a time.
How Is the Trial Designed?
2
Treatment groups
Experimental Treatment
Active Control
Patients will receive appointment communications via the MyChart patient portal and Hello World text notifications that display their expected arrival time, set to 15 minutes before their scheduled appointment time.
Patients will receive appointment communications via the MyChart patient portal and Hello World text notifications that display their appointment time.
Find a Clinic Near You
Who Is Running the Clinical Trial?
University of California, Los Angeles
Lead Sponsor
Citations
Behavioral Communication for Timely Arrival in Primary Care
This is a prospective clinical trial evaluating how behaviorally informed message framing can improve patient on-time arrival for outpatient ...
Methods and Effectiveness of Communication Between ...
Our systematic review aims to investigate the methods and effectiveness of communication between hospital allied health and primary care practitioners.
primary care appointment systems: causes and ...
Through qualitative assessment, we explored the psychosocial and behavioral implications that patients face with regards to arriving on time for their primary ...
4.
scholarworks.indianapolis.iu.edu
scholarworks.indianapolis.iu.edu/bitstreams/ae6f7764-2abb-4a0c-a0ae-9285f0c6f163/downloadPRIMARY CARE APPOINTMENT SYSTEMS: CAUSES AND ...
Through qualitative assessment, we explored the psychosocial and behavioral implications that patients face with regards to arriving on time for their primary ...
Small Changes in Patient Arrival and Consultation Times ...
This study uses an operational research approach to illustrate the general effects of patient arrival and consultation times on waiting times.
Patient perceptions of safety in primary care: a qualitative ...
Communication and trust are key to patient perceptions of safe primary care. Focusing on these themes across safety domains may help to make primary care both ...
Behavioural economic interventions to reduce health care ...
The aim of this systematic literature review is to focus on and summarize the published evidence on the use and effectiveness of behavioural ...
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