Clinical trial NCT04332614: Email Campaign to Increase Uptake of myGeisinger
Official title: Email Campaign to Encourage Patients to Complete Sign-up Process for Geisinger's Patient Portal
Study type: OBSERVATIONAL
Overall status: COMPLETED
Conditions: Telehealth
Health Behavior
Keywords: Behavioral Economics
Patient Portal
Social Proof
Endowment Effect
Less-is-better
Lead sponsor: Geisinger Clinic
Sponsor class: OTHER
First posted: 2020-04-02
Enrollment: 14099
Sex: ALL
Minimum age (years): 18
Maximum age (years): 88
Standard ages: ADULT
OLDER_ADULT
Accepts healthy volunteers: no
Observational model: CASE_CONTROL
Time perspective: PROSPECTIVE
Sampling method: PROBABILITY_SAMPLE
Study population: The population consists of Geisinger patients whose myGeisinger status is "Pending" and who have an email address on file.

Brief summary: The purpose of the current study is to test different email messages to determine the most effect way of promoting enrollment in Geisinger's patient portal, called myGeisinger.

Detailed description: Online patient portals are convenient tools that improve patient access to healthcare services while often reducing burden to both patients and providers. However, fewer than half of patients have enrolled in Geisinger's patient portal, myGeisinger.

The purpose of the current study is to assess what kind of messaging improves the effectiveness of an email campaign targeted at enrolling patients into Geisinger's online patient portal, called myGeisinger. Currently, Geisinger sends an email every month to patients who have started but not completed the enrollment process (they have had an activation code generated but have not yet used that code to enroll). This study will A/B test 5 email messages to assess if they perform better than the current standard email message.

Performance will be assessed based on whether patients open the email, click on the myGeisinger enrollment link, and enroll in myGeisinger. Statistical analyses will employ generalized linear models with a binary distribution and log-link function.

Eligibility criteria: Inclusion Criteria:

* Geisinger patients whose myGeisinger status is "Pending", meaning an activation code has been generated for them, but they have not completed activation

Exclusion Criteria:

* Patients without email addresses on file
* Patients who received emails from this monthly myGeisinger marketing campaign within the last 2 months

Primary outcomes:
measure: Email Opened: Control vs. Less-is-better vs. Social Proof vs. Endowment
timeFrame: 8-10 days post-intervention
measure: Link Clicked: Control vs. Less-is-better vs. Social Proof vs. Endowment
timeFrame: 8-10 days post-intervention
measure: Enrollment: Control vs. Less-is-better vs. Social Proof vs. Endowment
timeFrame: 8-10 days post-intervention
Secondary outcomes:
measure: Email Opened: Control vs. Less-is-better vs. Social Proof vs. Endowment
timeFrame: 32-35 days post-intervention
measure: Link Clicked: Control vs. Less-is-better vs. Social Proof vs. Endowment
timeFrame: 32-35 days post-intervention
measure: Enrollment: Control vs. Less-is-better vs. Social Proof vs. Endowment
timeFrame: 32-35 days post-intervention
measure: Email Opened: Within Less-is-better (Provider Communication vs. Managing Appointments vs. Medical Information Access)
timeFrame: 8-10 days post-intervention
measure: Link Clicked: Within Less-is-better (Provider Communication vs. Managing Appointments vs. Medical Information Access)
timeFrame: 8-10 days post-intervention
measure: Enrollment: Within Less-is-better (Provider Communication vs. Managing Appointments vs. Medical Information Access)
timeFrame: 8-10 days post-intervention
measure: Email Opened: Within Less-is-better (Provider Communication vs. Managing Appointments vs. Medical Information Access)
timeFrame: 32-35 days post-intervention
measure: Link Clicked: Within Less-is-better (Provider Communication vs. Managing Appointments vs. Medical Information Access)
timeFrame: 32-35 days post-intervention
measure: Enrollment: Within Less-is-better (Provider Communication vs. Managing Appointments vs. Medical Information Access)
timeFrame: 32-35 days post-intervention
Other outcomes:
Locations:
city: Danville
country: United States
facility: Geisinger
state: Pennsylvania
Study officials:
affiliation: Geisinger Clinic
name: Amir Goren, PhD
role: PRINCIPAL_INVESTIGATOR
References: