Explicit 15-minute arrival-time messages to help patients arrive on time
Arrival Time Implementation
This project will test whether showing an explicit arrival time (15 minutes before the scheduled appointment) in MyChart and automated texts helps primary care patients arrive on time for in-person visits.
Quick facts
| Phase | Not applicable |
|---|---|
| Study type | Interventional |
| Enrollment | 300000 (estimated) |
| Ages | 18 Years and up |
| Sex | All |
| Sponsor | University of California, Los Angeles Academic / other |
| Locations | 1 site (Los Angeles, California) |
| Trial ID | NCT07314697 on ClinicalTrials.gov |
What this trial studies
Timely patient arrival is essential for efficient clinic flow and to ensure patients receive their full scheduled care. This prospective interventional project changes how appointment information is presented in MyChart and automated text messages, comparing explicit arrival-time messaging (set 15 minutes before the appointment) to the usual display of appointment time plus an instruction to arrive 15 minutes early. The work is implemented across outpatient primary care, pediatrics, and internal medicine departments at UCLA Health as part of a broader operational quality improvement initiative. Arrival timing for scheduled visits will be measured and compared between the intervention and control messaging conditions to determine the effect on punctuality.
Who should consider this trial
Good fit: Ideal candidates are patients with in-person primary care, pediatrics, or internal medicine appointments at UCLA Health who have an active MyChart account, are opted into SMS messages, and are scheduled for the specified visit types.
Not a fit: Patients without MyChart or SMS access, those scheduled at clinics not managed through UCLA's Patient Access Organization, and telehealth visits are unlikely to experience benefit from this intervention.
Why it matters
Potential benefit: If successful, this low-cost messaging change could increase on-time arrivals, reduce clinic delays, and preserve more face-to-face time with clinicians.
How similar studies have performed: Prior behavioral-message and reminder interventions have improved clinic attendance and punctuality, though explicit 'arrival time' framing is a somewhat novel application within that evidence base.
Eligibility criteria
Show full inclusion / exclusion criteria
Inclusion Criteria: * In-person outpatient appointments with clinicians at UCLA Health that fall into the study period * Appointments scheduled for the department specialties of Primary Care, Pediatrics, or Internal Medicine, Med Peds * Has an active MyChart status * Opted in to receive SMS communications from UCLA Health * Appointments classified as the following visit types: * Return * Well adult (physical) * Well child return * New * Well adult new (physical) * Well child (new) Exclusion Criteria: * Appointments at clinics that are not scheduled through the Patient Access Organization
Where this trial is running
Los Angeles, California
- UCLA Health Department of Medicine, Quality Office — Los Angeles, California, United States (Recruiting)
How to participate
- Review the eligibility criteria above with your treating physician.
- Visit the official trial page on ClinicalTrials.gov for the most current contact information and recruitment status.
- Contact the listed study coordinator or principal investigator to request pre-screening. Pre-screening is free and never obligates you to enroll.