Back to resultsHeads up Messages to Increase Call Pick-up Rates
Primary Purpose
Various: Health Insurance Members That Could Benefit From Being Connected to a Specialist, e.g., Orthopedic Doctor to Treat Back Pain
Status
Not yet recruiting
Phase
Not Applicable
Locations
Study Type
Interventional
Intervention
Message variation 1
Message variation 2
Sponsored by
About this trial
This is an interventional health services research trial for Various: Health Insurance Members That Could Benefit From Being Connected to a Specialist, e.g., Orthopedic Doctor to Treat Back Pain
Eligibility Criteria
Inclusion Criteria: The study will include members enrolled in the health insurers' Relay Texting system due to receive an outreach call during the study timeframe. Enrollment in the study will end when we meet our enrollment target (N=2000)
Sites / Locations
Arms of the Study
Arm 1
Arm 2
Arm 3
Arm Type
No Intervention
Experimental
Experimental
Arm Label
Control
Heads Up Message 1
Heads Up Message 2
Arm Description
Participants will not receive a message before a nurse tries to contact them via a phone call.
Participants will receive a message before a nurse tries to contact them via a phone call with the following text: Hi @{account_firstname}, this is @{input_MEGname} at @{account_product_group}. Just a heads up, I'm calling in the next hour about your health care. Text help or stop. Msg&DataRatesMayApply
Participants will receive a message before a nurse tries to contact them via a phone call with the following text: Hi @{account_firstname}, this is @{input_MEGname} at @{account_product_group}. Just a heads up, I'm calling in the next hour about your health care. Text HELP for Help and Text STOP to Stop. (Note: replying STOP will stop all further texts from @{account_product_group}). Msg&DataRatesMayApply
Outcomes
Primary Outcome Measures
Number of participants who pick up the phone call
All members in the study will receive two call attempts. The outcome will be positive if the calling nurse gets through to the member on either the first or second call attempt, and negative otherwise.
Secondary Outcome Measures
Percentage of participants who opt out of future text messages
We will measure whether members opt out of receiving any text messages from the insurer in response to the heads up messages.
Full Information
NCT ID
NCT05821608
First Posted
April 7, 2023
Last Updated
April 20, 2023
Sponsor
Carnegie Mellon University
1. Study Identification
Unique Protocol Identification Number
NCT05821608
Brief Title
Heads up Messages to Increase Call Pick-up Rates
Official Title
Evaluating the Impact of 'Heads up' Messages on Call Pick-up Rates
Study Type
Interventional
2. Study Status
Record Verification Date
April 2023
Overall Recruitment Status
Not yet recruiting
Study Start Date
May 1, 2023 (Anticipated)
Primary Completion Date
June 30, 2023 (Anticipated)
Study Completion Date
July 15, 2023 (Anticipated)
3. Sponsor/Collaborators
Responsible Party, by Official Title
Principal Investigator
Name of the Sponsor
Carnegie Mellon University
4. Oversight
Studies a U.S. FDA-regulated Drug Product
No
Studies a U.S. FDA-regulated Device Product
No
Data Monitoring Committee
No
5. Study Description
Brief Summary
The study aims to investigate whether notifying health insurance members about an upcoming call can increase their pick-up rates. The study will randomize participants into three groups: control group (no message), treatment group 1 (message variation 1), and treatment group 2 (message variation 2). The primary outcome of interest is the call pick-up rate, and the study will also examine the message opt-out rates for the two different messages.
6. Conditions and Keywords
Primary Disease or Condition Being Studied in the Trial, or the Focus of the Study
Various: Health Insurance Members That Could Benefit From Being Connected to a Specialist, e.g., Orthopedic Doctor to Treat Back Pain
7. Study Design
Primary Purpose
Health Services Research
Study Phase
Not Applicable
Interventional Study Model
Parallel Assignment
Masking
Participant
Masking Description
Participants will not know treatment status but callers and investigators will not be blinded to treatment status.
Allocation
Randomized
Enrollment
2000 (Anticipated)
8. Arms, Groups, and Interventions
Arm Title
Control
Arm Type
No Intervention
Arm Description
Participants will not receive a message before a nurse tries to contact them via a phone call.
Arm Title
Heads Up Message 1
Arm Type
Experimental
Arm Description
Participants will receive a message before a nurse tries to contact them via a phone call with the following text:
Hi @{account_firstname}, this is @{input_MEGname} at @{account_product_group}. Just a heads up, I'm calling in the next hour about your health care. Text help or stop. Msg&DataRatesMayApply
Arm Title
Heads Up Message 2
Arm Type
Experimental
Arm Description
Participants will receive a message before a nurse tries to contact them via a phone call with the following text:
Hi @{account_firstname}, this is @{input_MEGname} at @{account_product_group}. Just a heads up, I'm calling in the next hour about your health care. Text HELP for Help and Text STOP to Stop. (Note: replying STOP will stop all further texts from @{account_product_group}). Msg&DataRatesMayApply
Intervention Type
Other
Intervention Name(s)
Message variation 1
Intervention Description
Message before call letting member know they will be called (variation 1)
Intervention Type
Other
Intervention Name(s)
Message variation 2
Intervention Description
Message before call letting member know they will be called (variation 2)
Primary Outcome Measure Information:
Title
Number of participants who pick up the phone call
Description
All members in the study will receive two call attempts. The outcome will be positive if the calling nurse gets through to the member on either the first or second call attempt, and negative otherwise.
Time Frame
The time between the second and first call attempt may vary but will be less than 10 days.
Secondary Outcome Measure Information:
Title
Percentage of participants who opt out of future text messages
Description
We will measure whether members opt out of receiving any text messages from the insurer in response to the heads up messages.
Time Frame
We will consider a member as opted out if they opt out of messages within 24 hours of receiving a message as part of the study.
10. Eligibility
Sex
All
Minimum Age & Unit of Time
18 Years
Accepts Healthy Volunteers
No
Eligibility Criteria
Inclusion Criteria:
The study will include members enrolled in the health insurers' Relay Texting system due to receive an outreach call during the study timeframe.
Enrollment in the study will end when we meet our enrollment target (N=2000)
Central Contact Person:
First Name & Middle Initial & Last Name or Official Title & Degree
Jessica Menard
Phone
724-875-9880
Email
Jessica.Jackson@highmark.com
12. IPD Sharing Statement
Plan to Share IPD
No
Learn more about this trial
Heads up Messages to Increase Call Pick-up Rates
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