Heads up Messages to Increase Call Pick-up Rates

Not Applicable

Not yet recruiting

• Conditions: Various: Health Insurance Members That Could Benefit From Being Connected to a Specialist, e.g., Orthopedic Doctor to Treat Back Pain
• Interventions: Other: Message variation 2; Other: Message variation 1

• Registration Number: NCT05821608
• Lead Sponsor: Carnegie Mellon University

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.

Detailed Description

Not available

Study Timeline

• Status Verified: 2023-04
• Study First Submitted: 2023-04-07
• Study First Submitted QC: 2023-04-07
• Study First Posted: 2023-04-20
• Last Update Submitted: 2023-04-20
• Last Update Posted: 2023-04-24
• Study Start: 2023-05-01
• Primary Completion: 2023-06-30
• Study Completion: 2023-07-15

Recruitment & Eligibility

• Status: NOT_YET_RECRUITING
• Sex: All
• Target Recruitment: 2000

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)

Exclusion Criteria

Not provided

Study & Design

• Study Type: INTERVENTIONAL
• Study Design: PARALLEL

Arm && Interventions

Group	Intervention	Description
Heads Up Message 2	Message variation 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
Heads Up Message 1	Message variation 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

Primary Outcome Measures

Name	Time	Method
Number of participants who pick up the phone call	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.

Secondary Outcome Measures

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