Heads up Messages to Increase Call Pick-up Rates

NCT ID: NCT05821608

Last Updated: 2023-04-24

Study Results

Results pending

The study team has not published outcome measurements, participant flow, or safety data for this trial yet. Check back later for updates.

Basic Information

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Recruitment Status

UNKNOWN

Clinical Phase

NA

Total Enrollment

2000 participants

Study Classification

INTERVENTIONAL

Study Start Date

2023-05-01

Study Completion Date

2023-07-15

Brief Summary

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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.

Detailed Description

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Conditions

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Various: Health Insurance Members That Could Benefit From Being Connected to a Specialist, e.g., Orthopedic Doctor to Treat Back Pain

Study Design

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Allocation Method

RANDOMIZED

Intervention Model

PARALLEL

Primary Study Purpose

HEALTH_SERVICES_RESEARCH

Blinding Strategy

SINGLE

Participants
Participants will not know treatment status but callers and investigators will not be blinded to treatment status.

Study Groups

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Control

Participants will not receive a message before a nurse tries to contact them via a phone call.

Group Type NO_INTERVENTION

No interventions assigned to this group

Heads Up Message 1

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

Group Type EXPERIMENTAL

Message variation 1

Intervention Type OTHER

Message before call letting member know they will be called (variation 1)

Heads Up Message 2

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

Group Type EXPERIMENTAL

Message variation 2

Intervention Type OTHER

Message before call letting member know they will be called (variation 2)

Interventions

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Message variation 1

Message before call letting member know they will be called (variation 1)

Intervention Type OTHER

Message variation 2

Message before call letting member know they will be called (variation 2)

Intervention Type OTHER

Eligibility Criteria

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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)
Minimum Eligible Age

18 Years

Eligible Sex

ALL

Accepts Healthy Volunteers

No

Sponsors

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Carnegie Mellon University

OTHER

Sponsor Role lead

Responsible Party

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George Loewenstein

Professor

Responsibility Role PRINCIPAL_INVESTIGATOR

Central Contacts

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Jessica Menard

Role: CONTACT

724-875-9880

Other Identifiers

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HEADSUP2

Identifier Type: -

Identifier Source: org_study_id

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