Optimizing Gastrointestinal Procedure Appointments

Kaiser Permanente

Status: Completed

Conditions: Gastrointestinal Disease

Treatments: Behavioral: An Enhanced Reminder

Study type: Interventional

Funder types: Other

Identifiers

NCT03879616

GI2019

Details and patient eligibility

About

This project will address the question:

Does an "enhanced" IVR-T protocol differ in effectiveness from the standard IVR-T protocol in reducing missed appointments and late cancellations for GI endoscopy? Hypothesis: The enhanced IVR-T protocol will be more effective.

Full description

This study will be a randomized trial over a 6-month period (March 8 through September 7, 2019) in 3 GI endoscopy clinics (Franklin, Rock Creek, and Lone Tree). All members currently receive a text reminder 7 days prior to their procedure, which rolls over to a telephone reminder if the text cannot be delivered or the member's phone is not text-enabled. Members will be randomized either to receive this standard IVR-T protocol (control) or to receive an enhanced reminder (intervention) protocol.

Randomization: Beginning in March 8, 2019, a randomization algorithm will be used in the Structured Query Language program that manages the IVR relational database to assign each visit for a procedure at all three sites to control or intervention. Since members with multiple procedures on different days during the study period could receive control or intervention for different visits, the statistical analysis will be limited to the first randomized appointment during the project period. Randomization will be stratified by clinic site.

Enrollment: 15,974 patients

Sex: All

Ages: 21 to 120 years old

Volunteers: Accepts Healthy Volunteers

Inclusion criteria

• Members scheduled for any GI procedure (upper endoscopy, colonoscopy, or both), with or without anesthesia, at all three clinical sites (Franklin, Rock Creek, Lone Tree) will be included if their procedure is scheduled ≥ 2 days prior to the procedure. The IVR-T protocol will be adapted based on the wait time between appointment scheduling and the date of the procedure.
• Members with all clinical indications (screening, diagnosis, or surveillance), will be included.

Exclusion criteria

• KPCO members who request not to participate in research or not to receive IVR-T or email outreach
• KPCO members in the "break the glass" or "code pink" protocols.
• Members whose procedure is scheduled < 2 days prior to the procedure.

Trial design

Primary purpose: Health Services Research

Allocation: Randomized

Interventional model: Parallel Assignment

Masking: Single Blind

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15,974 participants in 2 patient groups

An Enhanced Reminder

Experimental group

Description:

Members randomized to this arm of the study will receive an enhanced reminder protocol, which will include multiple reminders, multiple modalities, and motivational messages. The timing of reminders will depend on the wait time between the date the appointment is made and the date of the appointment. * An email reminder will be sent to all members who have provided their personal email information. * Members will receive up to two text messages that "roll over" to an IVR automated phone call if the text cannot be delivered. * Members scheduled for colonoscopy will also receive a single IVR-T reminder to begin their bowel prep the morning of the calendar day prior to the procedure.

Treatment:

Behavioral: An Enhanced Reminder

Control

Other group

Description:

Members randomized to this arm of the study will receive a single text message that "rolls over" to an IVR automated phone call if the text cannot be delivered. This message will be delivered 7 business days prior to the appointment. This replicates the current protocol for GI procedures. Of note, members who schedule appointments within 7 days of the procedure currently receive no reminders.

Treatment:

Behavioral: An Enhanced Reminder