Heads up Messages to Increase Call Pick-up Rates

April 20, 2023 updated by: George Loewenstein, Carnegie Mellon University

Evaluating the Impact of 'Heads up' Messages on Call Pick-up Rates

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.

Study Overview

Status

Not yet recruiting

Conditions

Intervention / Treatment

Study Type

Interventional

Enrollment (Anticipated)

2000

Phase

  • Not Applicable

Contacts and Locations

This section provides the contact details for those conducting the study, and information on where this study is being conducted.

Study Contact

Participation Criteria

Researchers look for people who fit a certain description, called eligibility criteria. Some examples of these criteria are a person's general health condition or prior treatments.

Eligibility Criteria

Ages Eligible for Study

  • Adult
  • Older Adult

Accepts Healthy Volunteers

No

Description

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)

Study Plan

This section provides details of the study plan, including how the study is designed and what the study is measuring.

How is the study designed?

Design Details

  • Primary Purpose: Health Services Research
  • Allocation: Randomized
  • Interventional Model: Parallel Assignment
  • Masking: Single

Arms and Interventions

Participant Group / Arm
Intervention / Treatment
No Intervention: Control
Participants will not receive a message before a nurse tries to contact them via a phone call.
Experimental: 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
Other: Message variation 1
Message before call letting member know they will be called (variation 1)
Experimental: 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
Other: Message variation 2
Message before call letting member know they will be called (variation 2)

What is the study measuring?

Primary Outcome Measures

Outcome Measure
Measure Description
Time Frame
Number of participants who pick up the phone call
Time Frame: The time between the second and first call attempt may vary but will be less than 10 days.
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.
The time between the second and first call attempt may vary but will be less than 10 days.

Secondary Outcome Measures

Outcome Measure
Measure Description
Time Frame
Percentage of participants who opt out of future text 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.
We will measure whether members opt out of receiving any text messages from the insurer in response to the heads up messages.
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.

Collaborators and Investigators

This is where you will find people and organizations involved with this study.

Sponsor

Carnegie Mellon University

Study record dates

These dates track the progress of study record and summary results submissions to ClinicalTrials.gov. Study records and reported results are reviewed by the National Library of Medicine (NLM) to make sure they meet specific quality control standards before being posted on the public website.

Study Major Dates

Study Start (Anticipated)

May 1, 2023

Primary Completion (Anticipated)

June 30, 2023

Study Completion (Anticipated)

July 15, 2023

Study Registration Dates

First Submitted

April 7, 2023

First Submitted That Met QC Criteria

April 7, 2023

First Posted (Actual)

April 20, 2023

Study Record Updates

Last Update Posted (Actual)

April 24, 2023

Last Update Submitted That Met QC Criteria

April 20, 2023

Last Verified

April 1, 2023

More Information

Terms related to this study

Additional Relevant MeSH Terms

Other Study ID Numbers

  • HEADSUP2

Plan for Individual participant data (IPD)

Plan to Share Individual Participant Data (IPD)?

NO

Drug and device information, study documents

Studies a U.S. FDA-regulated drug product

No

Studies a U.S. FDA-regulated device product

No

This information was retrieved directly from the website clinicaltrials.gov without any changes. If you have any requests to change, remove or update your study details, please contact register@clinicaltrials.gov. As soon as a change is implemented on clinicaltrials.gov, this will be updated automatically on our website as well.

Clinical Trials on Message variation 1

Search Similar Trials

Sponsors and Collaborators

Medical Conditions

Drug Interventions

CROs by country

CROs in Bahrain

Conditions

Rare Diseases

Drug Interventions

Dietary Supplements

Sponsor/Collaborators

Locations

3
Subscribe