Heads up Messages to Increase Call Pick-up Rates

Study Overview
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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.

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

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

Intervention / Treatment
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* Other: Message variation 1
* Other: Message variation 2


Participation Criteria
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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)

Ages Eligible for Study
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Minimum Age: 18 Years

Sexes Eligible for Study
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All

Accepts Healthy Volunteers
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No

Study Plan
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How is the study designed?
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Design Details

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


Arms and Interventions

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

What is the study measuring?
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Primary Outcome Measures

| Outcome Measure | Measure Description | Time Frame |
| --- | --- | --- |
| Number of participants who pick up the phone call | 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 | 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. |