Heads up Messages to Increase Call Pick-up Rates

Carnegie Mellon University

Status: Not yet enrolling

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

Treatments: Other: Message variation 1; Other: Message variation 2

Study type: Interventional

Funder types: Other

Identifiers

NCT05821608

HEADSUP2

Details and patient eligibility

About

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.

Enrollment: 2,000 estimated patients

Sex: All

Ages: 18+ years old

Volunteers: No Healthy Volunteers

Inclusion and exclusion 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)

Trial design

Primary purpose: Health Services Research

Allocation: Randomized

Interventional model: Parallel Assignment

Masking: Single Blind

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2,000 participants in 3 patient groups

Control

No Intervention group

Description:

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

Heads Up Message 1

Experimental group

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

Treatment:

Other: Message variation 1

Heads Up Message 2

Experimental group

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

Treatment:

Other: Message variation 2